Calls failing to go to Voicemail | iD Mobile Community
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Question

Calls failing to go to Voicemail

  • September 2, 2025
  • 6 replies
  • 115 views

Has anyone else got an issue with calls not going to Voicemail? I first identified this issue yesterday (02.09.25). When calling an iD Mobile number, it rings but instead of going to Voicemail, it just times out and says 'Sorry your call cannot be connected'. I have tried this on 6 different iD Mobile phone numbers (as all of my family are on the same network), so it's not a problem with just 1 number. Also the phones are in various different UK locations (Filey, Skipton and Huddersfield) and all have the same issue. I went on chat last night and was told it was network congestion that would clear at 23:59 but it hasn't as the same thing is still happening now at 19:15. Any idea how you report a fault to iD?

Interestingly, trying to call a number where the phone is switched off, it DOES go to voicemail....

6 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • September 4, 2025

Hey there ​@Jerrycat, have you tried restarting your phone and resetting network settings?

 

Thanks,

Tyler


  • Author
  • New Contributor
  • September 5, 2025

Hi, I have restarted my own phone, which has not fixed the issue but I have replicated the problem on SIX different iD Mobile phone numbers (belonging to family members), so it must be a network issue and it's still happening this morning, 5th September 2025. It needs investigating...


  • Author
  • New Contributor
  • September 5, 2025

I've now reported this as a fault via chat. The ticket reference is 464836165.


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • September 8, 2025

Hi there ​@Jerrycat, no problem, please keep in touch with our live-chat for further updates.

 

Thanks,

Tyler


  • Author
  • New Contributor
  • September 13, 2025

Just as an update on this in case anyone else has the same problem. It turned out that the number set in my phone to send calls to Voicemail if UNANSWERED was '123' - all other divert options, like Divert on Busy were set to send calls to +447782333123.

Once I changed the number for Unanswered calls to +447782333123 the issue was resolved. 

What my concern is, is that the numbers for diverts to Voicemail have to have come from the network (I.e. iD Mobile), so why are they sending '123' for unanswered calls and not +447782333123 like the other settings? It could be that if you take a brand new sim from iD and use one of their number ranges, 123 may work (as a short code) but my number and the 5 other family members who have the same issue are numbers ported from other networks. 

On contacting iD Mobile, I was told the issue wasn't with my sim because I have been with iD for 3 years but Voicemail DID used to work on unanswered calls! 2 of the numbers with issue only joined iD in May this year (2025) and myself and my husband changed phones also in May, so I think it's when the settings have been downloaded from the network that the problem has occurred. 

It'd be great if iD took a look at this but from my conversation on chat, I don’t feel they are interested. I raised a complaint but because they called my when I was in the shower, they've closed the complaint as resolved unless I get in touch with them again, which I'm not going to do as the ChatBot is a nightmare to get through before speaking with an actual person. 

For anyone wanting to check if this is the problem with their phone settings, go into your phone app settings and search for 'Call Forwarding'. Once I did this on my Samsung/Android phone, I was able to find and update the divert number for unanswered calls.


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • September 13, 2025

Hi there ​@Jerrycat, I’ve removed the phonen numbers from your post for security purposes.

 

In terms of our live-chat, you need to type “Speak to an agent” to get through to one. If you wish to get back in touch with the complaints team, you can call them directly on 0800 049 2402.

 

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

 

Or, if you’d prefer us to PM, we can do so here to investigate further.

 

Thanks,

Tyler