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

Thanks,

Tyler

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...

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

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

Thanks,

Tyler

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.

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

I had this problem and found this was the problem. I was using an OPPO Android phone that was up to date with software.

Go to Settings

Mobile network

Call settings

Advanced Settings

Call forwarding

The 'When Unanswered' option was set to 123 but all other options were set to +447782333123 which is the same for all users of iD.

Change to the correct number- you will need eto authenticate who you are with finger, face or password to update.

Hopefully this will fix it for you like it did for me

Hi ​@Stu Notts.

Thank you for sharing the process that worked for you.

​@Jerrycat. I am glad to learn that your voicemail is now sorted, however if you would like to talk about this and have us review your complaint you can reach us on our social media pages such as Facebook or Instagram or you can email us on socialqueries@idmobile.co.uk.

Thanks,

Marquerita

The iD Mobile Team

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