Hi everyone,
I am posting on behalf of my husband, who is completely exhausted and frustrated by iD Mobile’s front-line customer service and complaints team.
Since June 9th, he has experienced a total loss of incoming and outgoing voice services. He can send and receive SMS text messages perfectly, but any attempt to make or receive a voice call instantly fails.
Diagnostic Facts Proved:
Handset Not at Fault: We have cross-tested his SIM card in an entirely different handset, and the voice block follows the SIM.
IMS Profile Failure: On his Pixel 9, the Wi-Fi Calling toggle is completely greyed out. When Wi-Fi is turned off, the phone states there is an issue with the network. This proves his SIM profile is not receiving the required network profile validation from iD Mobile's core servers and his IMS profile is suspended/blocked.
Not a Signal Issue: This happens across multiple geographical locations. He cannot even dial into his own voicemail.
The Emergency Fix: He is a primary emergency lone worker and a business keyholder. This is a critical safety issue. To protect his workplace while his boss is away, we have forced an emergency master network redirect via *002* to intercept incoming calls before they hit the broken SIM. We expect a full refund for any forwarding charges incurred due to this network fault.
Our Complaints with Customer Service
Today:
The Currys Demand: We were told to drive 40 minutes to our "local" Currys store. A retail store assistant cannot fix a core network switch configuration. We are both working full-time and refuse to waste time on a known backend provisioning error.
The GDPR Trap: Agents keep demanding logs of third-party phone numbers he has tried to call. He has correctly refused this under GDPR regulations. The fault is universal across all inbound and outbound networks. Your engineers can run an internal ping or trace directly to his SIM IMSI number to see the handshake failing.
Holiday Urgency: We are going abroad on holiday in exactly 2 days. Leaving the country with a completely broken IMS voice profile means he will be left entirely stranded abroad without any voice roaming capabilities.
I am with iD Mobile on the exact same handset and my service is perfect, proving this is an isolated account-level error.
Our Required Resolution:Either pass this ticket immediately to Tier 2 Technical Support to refresh his IMS registration / Voice Provisioning profile on the network switch today, or allow him to terminate his contract immediately with zero early termination fees due to a total breach of service.
If iD Mobile refuses to let him walk away, please log this as a formal Deadlock Complaint. Provide us with a Formal Deadlock Letter and a unique complaint reference number today so we can escalate this directly to the Communications Ombudsman.
Thank you,
Jen
