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service does not allow access to this number

  • 10 August 2020
  • 60 replies
  • 23838 views
B
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My phone keeps cutting off, stating the above error message. It happens at various stages throughout a call and to differenttypes of numbers. 

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Best answer by Mohammed 10 September 2020, 15:08

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60 replies

Will
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Hi @Dkh001,

 

I’ll drop you a Private Message now so we can log this for you.

 

Will

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
B
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Hi

Ive been with ID since February. It’s happened again today whilst in the middle of an important work call. Is this issue able to be resolved or do I need to move to another network? Why should I need to power down my device? I’ve never had to do this with any other provider I’ve had?

A
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Userlevel 2

I spoke too soon. Got back into Southampton, made a call and in less than five minutes the dreaded message happened and cut the call. Thinking about it, this has only happened while on calls in the Southampton area, I wonder if the problem can be transmitter specific.

L
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Userlevel 2

Hi @Buster2588,

Restarting your device also restarts operating system processes that may be causing this failure. It can also lead to the phone obtaining a fresh connection to the network again. 

Ryan

Hi Ryan 

This happens to me regularly too (as we have previously discussed) and I can categorically and emphatically assure you, that powering down makes not one jot of difference.

 

Lisa

D
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Userlevel 1

Same problem started on Thursday for me. Calls cut with that voice message while on calls to an EE mobile and also to a 3 mobile number. Could it be handset related? I'm using a Huawei P30 pro new edition.

Really need this fault fixing fast.

Hi Andy, I’m using an iPhone X and having same problem so not handset related. Thanks for ruling this out.

M
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I would like to add my voice to the same issue. Started since Tuesday. And yes very difficult to work from home because the failure is random.

I will just answer the standard holding questions to get them out of the way.

I have been with ID for over 5 years. NEVER had the problem before.

I have tried shutting down and restarting - no affect.

For me it only seems to happen for a 0800 number. But this might be just because it the number I use all day long for work.

It is strange because these are the scenarios

  • i can connect the call and it runs fine
  • i can connect the call and then during the call i get the message and it cuts off
  • i cannot connect the call and then a couple of retries it works
M
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Seems there is another Question with more customers with the same problem. https://community.idmobile.co.uk/topic/show?tid=35669&fid=24

Does ID Mobile actually understand what the error is and where it occurs in the network? Restarting the phone is futile if the problem is the SIM or in the network. The error sounds like a security issue or service setup like being setup to not be allowed to use international numbers.

Mohammed
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Hello @mandeepd, 0800 numbers are free to call so I don’t think this is linked to anything like international numbers etc.

Can you confirm what your levels of coverage are like at the time of the issue occurring? full bars/1 bar etc?

 

Hi @Buster2588,

Restarting your device also restarts operating system processes that may be causing this failure. It can also lead to the phone obtaining a fresh connection to the network again. 

Ryan

I’ve done this and the call has still been cut off!

Extremely embarrassing when you’re on a conference call for work!

If ID are unable to resolve this issue then why don’t they just state that rather than providing useless suggestions?
 

You have multiple customers with the same problem...well one less after today

 

We ask the questions for troubleshooting so we can get to the bottom of the issues.

 

How long are you on the call(s) for when they cut off?

I believe that there is a 1-2 (I can’t recall the exact) hour limit if I’m correct where the call will drop to prevent accidentally leaving your phone connected to the network.

 

Mohammed

 

 

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Knightlore
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While on calls .. get automated message ..  Sorry don't have access to this number … then get cut off .. sometimes cannot make calls .. because of this same automated message .. then can’t get connected. 

What’s going on, this needs to be sorted ASAP .. 

been with iD  since Feb 2020 … 

Thank you … 

Rob .. 

Alison Ainsworth
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Was there ever any resolution to this problem? I’ve been with ID mobile for over a year. On a call to a UK mobile that I call daily (husband) and ive just been cut off 3 times in the space of one call with the service doesn’t allow message 

Mohammed
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While on calls .. get automated message ..  Sorry don't have access to this number … then get cut off .. sometimes cannot make calls .. because of this same automated message .. then can’t get connected. 

What’s going on, this needs to be sorted ASAP .. 

been with iD  since Feb 2020 … 

Thank you … 

Rob .. 

 

I have merged your topic with this above, could you have a look at some of the troubleshooting discussed so we can look into this further.

 

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Marilu85
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Never got your menssager

Will
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Perfect, cheers @Alant1948.

 

Will

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
B
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Hello @mandeepd, 0800 numbers are free to call so I don’t think this is linked to anything like international numbers etc.

Can you confirm what your levels of coverage are like at the time of the issue occurring? full bars/1 bar etc?

 

Hi @Buster2588,

Restarting your device also restarts operating system processes that may be causing this failure. It can also lead to the phone obtaining a fresh connection to the network again. 

Ryan

I’ve done this and the call has still been cut off!

Extremely embarrassing when you’re on a conference call for work!

If ID are unable to resolve this issue then why don’t they just state that rather than providing useless suggestions?
 

You have multiple customers with the same problem...well one less after today

 

We ask the questions for troubleshooting so we can get to the bottom of the issues.

 

How long are you on the call(s) for when they cut off?

I believe that there is a 1-2 (I can’t recall the exact) hour limit if I’m correct where the call will drop to prevent accidentally leaving your phone connected to the network.

 

Mohammed

 

 

I have just been cut off after 30 minutes. And now I can’t ring out.

This service is utterly ridiculous!

On a separate note, I have been on calls longer than 2 hours before, so how you can state that it’ll cut off is also not correct.

Further to this, if I chose to stay on for 3 hours I should not be cut off...how can you put a time limit on how long people can use their phone for? If it was 12 hours I could understand...but 1-2 hours seems ridiculously low, especially in times like this were people are relying on their phones to continue working!

Kevin
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Hi there @Buster2588 

We’ll send you a private message here now so that we can locate your account and find out more from our Tech Team about the number(s) in question that these call disruptions are happening with.

 

[edit]

I see we’ve already reached out today to help look into this further.  If you came in touch with us there with our follow up questions, we’ll look into this further on your iD Mobile account.

B
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Will

i am also having this same problem, both with 0800 numbers and local numbers. Please add me to your list.

P
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Userlevel 1

Same issue for me as well this morning. Two minutes into an important call, an automated voice comes on saying ‘You don not have access to this number’.

Number in question was a standard UK landline.

This appears like a network fault rather than a device fault as a range of different handsets seem to be having the same issue.

Please can it be looked into as a matter of urgency as I will have to think of leaving ID if this cannot be resolved?

Many thanks.

 

J
Rank

Same problem for me 3 times this morning.

2 x 0345 numbers

1 x 01 number

OnePlus 6

OxygenOS 10.3.5

Android 10

WiFi calling & VoLTE enabled (if relevant)

 

Kevin
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Userlevel 4
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Hi @Tomlo777 I understand we’ve reached out to you via Private Message to look into your issue in particular.

@steh575 we’ll message you here now so that we can take a further look into your own complaint.  Please click your profile and go to inbox to get back to us there.

Thank you.

Mohammed
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Userlevel 7
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Hello @Alant1948,

It looks like there are 2 topics relating to this.

 

https://community.idmobile.co.uk/coverage-24/sorry-your-service-does-not-allow-access-to-this-number-35669

This was resolved on/around the 31/08/20.

Apologies a response was not also posted here.

 

Mohammed

 

 

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Ryan
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Hi @Marilu85,

I can see that you have since replied to our message and we are in the process of replying back today. Thank you.

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.
Marilu85
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Userlevel 1

I am having exactly the same problem since November, and still paying for a service that I am not using. I can't make calls at all. Only date still working.

A
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Userlevel 1

Thanks @Mohammed Mohammed

S
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Hi Will.

Just saw this thread after posting a new question a few mins ago. It does not bode well to say it's a service or network problem when this thread, alone, goes back over a month.

Some of the other responses here has me thinking the system knows how many of us are are connecting to wifi and have wifi calls selected, if that is the case and something on network has been tampered with and as a result has removed  the normal mobile phone, text and web access that is standard in our agreement, then wtf are we paying for?

I noticed my wifi drop a few times using certain apps and how my web usage jumped up last month when I have been connected to wifi for a number of months now, rarely I take it off wifi so have not used any of my data plan but last month almost all of it including the rollover that was maximum amount doubled up had all been used.

The fact I have only disconnected from wifi a handful of times means I cannot tell if my network is how it should be but after reading these comments and seeing I got cut off during a standard uk mobile call, the problem is with my service also. It would not call back out for another 15 or 20 mins, until I came back home and reconnected to wifi and activated wifi calling.

Thanks in advance for looking into my problem.

A
Rank
Userlevel 1

Both my wife & I have had this problem staring last Saturday (15 Aug 2020). We have been with ID for several years and while we both have iPhones they are different models. It has happened to me twice - cutting me off after I have been in conversation with somebody for several minutes.  Once was to a mobile & then today to a standard UK landline.

THIS PROBLEM NEEDS RESOLVING - & FAST!!

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