Call have a delay when calling call centres

Forum|Forum|1 year ago
September 8, 2025
21 replies
447 views

Dear iD Mobile Support Team,

I’m reaching out regarding a recurring issue I’ve experienced during phone calls on the iD Mobile network. Specifically, when I initiate a call—particularly to call centres—the first second or so of my speech is consistently cut off. This results in the person on the other end missing the beginning of what I say, which can be frustrating and disruptive, especially in professional or support-related conversations.

I’ve tested this across multiple calls and environments, and the issue persists. I’ve also come across several discussions in the iD Mobile Community forums where other users have reported experiencing the same problem. It appears to be a known issue affecting multiple devices and users, not just an isolated case.

I have already received a replacement SIM card and this has not improved things.

Could you please advise whether this is a network-related issue, a device compatibility problem, or something that can be resolved through settings or updates? I’d appreciate any guidance or troubleshooting steps you can offer.

Thank you for your time and support.

Best answer by Marquerita T

Hi @John_GW.

Thank you for taking the time to come back and share this, and I’m sorry to hear you’ve experienced these issues when calling contact centres.

We do understand how frustrating it can be when call quality feels inconsistent, especially when you’re trying to have a smooth conversation. While there isn’t evidence of a single universal fault affecting all contact centres or all users, we are aware that voice performance can vary depending on a number of factors such as network conditions, routing between different systems, and the type of connection being used (for example VoLTE, Wi-Fi calling, or 4G/5G).

We appreciate you also sharing the workarounds you’ve found, such as disabling Wi-Fi calling or locking to 4G, and its useful feedback that this can improve stability in some cases. We also recognise it’s not ideal for customers to have to adjust settings before making certain calls, and we’ll ensure your feedback is shared with the relevant teams for review.

We’re glad to hear that overall, your voice service experience is positive, and thank you again for highlighting this specific scenario, feedback like this helps us continue to improve.

Thanks,
Marquerita
The iD Mobile Team