breach of contract

Hi @JaneG,

Welcome to the Community!

It sounds like you need to enable VoLTE via your handset settings.

• 3G is being switched off and I can't make calls. What do I need to do? F.A.Q.

Please also test the SIM in a different handset and check if that makes any difference.

Kash

hi @Kash 

I have this problem. I have an ID mobile sim that no longer works in a pixel 3a which is supports 4G volte calls. I can verify this because I also have a 3 mobile sim which works when I put this into the pixel 3a but not when I put it in an older phone. 

When I put your ID sim into a very new model (Moto G 04) it works.

So if ID mobile used the 3 network why does my 3 sim work in the device but my ID mobile sim does not?

btw all of the above is in relation to calls only, all other aspects work.

Appreciate your help!

Heather

I have the same question, why they didn’t inform their customers. And also why they didn't enable Volte for all devices that support Volte. 

I have the same call problem for 2+ weeks now.

My phone is 4G, Volte capable. The problem is that ID doesn’t wan to include my device in the upgrade. It is a SIM problem and not a device problem.

If my device was a cheap £50 device i wouldn’t mind to change it. My device cost me £600 and for me it still has the same value. Besides, if I was to trade my device for a new one ID would probably then apply the upgrade and sell  my device for £150 or £200 having purchased  the device from me for £10.

After wasting my time with ID customer service for several days, changed SIM as they suggested and went to Curry’s , nothing changed.

I CHANGED NETWORK. I purchased LEBARA SIM and my phone works just fine. 

Yes lousy customer service. Curry’s told me when 3G went it caused some sort of glitch & took out everything else as well. I eventually tried it all again & after going around in more circles it told me to go into settings & input my mobile number again. Hey presto I can make & receive calls again. Will not be renewing my contract. A heads up to the problem & what to do would have been a great help instead of nearly 3 weeks of frustration & missed calls. 

@Cooper268 - 

Pixel 3a is not compatible with VoLTE on our Network, or other MVNOs powered by Three such as Smarty

Thanks.

@vivian123 -

We don’t have control of the Settings manufacturers ship out with their phones. Most phones do have it enabled by default. From your message, it seems your device isn’t an ‘Approved Handset’?

• What phones are compatible with the iD Mobile network? F.A.Q.

Glad Lebara is working well for you. Thanks.

@JaneG -

3G is being switched off by all networks in the UK. We are collaborating with Three UK & Apple to find out why the 3G Switch Off has impacted iPhone, as this shouldn’t be the case as all iPhone’s are 4G / VoLTE Compatible. This is why iPhone customers were not communicated, and only a small subset of customers have had to re-enter their Mobile Number to restore services. But I'm glad it worked for you.

Thanks.

@Matthew T Google has enabled Volte for Pixel 2 and probably for Pixel 3. It is a matter of network and not a matter of device. 

Thank you. I only lost call services. I still could use the app, email, text & whatsapp so couldn’t some sort of communication been sent to explain?

@vivian123 -

Both network & device play a factor for VoLTE compatibility.

Thanks.

@JaneG -

Thank you for the feedback, it will be taken on-board.

@Matthew T 

Thanks for responding.

I can see that your site shows the pixel 3a as ‘incompatible’ however my point was that volte is enabled on the device i.e. it comes from the manufacturer this way so the ‘enabling’ is solely on ID’s end. This is proven by the fact that a 3 sim (the same network that ID runs on) works in this device….

The problem here is that customers have been told that 3G is being switched off which in reality is only half the truth because phones that re 4G enabled have been affected. It would have been better to say 3G is being switched off and you will need to find out if your phone also allows for volte 4G calls  AND whether the network will enable the phone, otherwise calls will not work.

Whilst I can appreciate if your phone does not have the 4G volte feature they will not work however there is a good % of people who have phones that have the volte feature but because the network will not enable it it will not work!

Essentially ID have not enabled the pixel 3a to work whilst 3 has.

@vivian123 would you mind telling me what device you had? I’m in the same boat considering my options! Thanks :)

@Cooper268 I have the Pixel 2XL,  and Google has enabled Volte for my device. It is as you said above, the network doesn’t want to apply the SIM patch to our devices. Even Google says that on their forums, that it is a matter of the network and not the device.

It is also possible that it has to do with the agreement that the cheap networks have with Three, because it affected the cheap networks, ID, Smarty etc. I had ID SIM in my phone and Smarty in my router. And I changed them both in a day with Lebara and Asda mobile respectively. Both SIM cards work in my PXL 2XL for calls.

@vivian123 REALLY appreciate the response! Thank you!

Such a shame that at a time when we should be doing all we can to reduce waste, we are still somehow being pushed towards making more! 

@Cooper268 -

That’s right, devices need to have VoLTE compatibility and tested by iD to be approved.The Pixel 3a is in a niche situation where a technical issue with some mobile virtual network providers (including ourselves, Smarty e.t.c) VoLTE is unable to function.

Thanks.