Hi ​@John_GW,

We're sorry to hear you're experiencing this issue.

It sounds like the number may not have fully updated across all networks following the move from Sky to BT Digital Voice.

One thing to check is whether the number is being recognised as an out-of-plan or chargeable number, as some BT Digital Voice numbers can be identified this way. If this is the case, the call may not connect if your bill cap is set to £0.00.

You can find more information about our call charges here: https://www.idmobile.co.uk/help-and-support/call-charges

If your bill cap is already set above £0.00 and you're still unable to call the number, please let us know and we'll be happy to investigate further.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi ​@Gemma M 

The number being called is a geographic number starting 01, so it would normally be included in the call plan.  It was working before the port to BT Digital Voice

Regards,

John

Hi ​@John_GW,

Thanks for coming back to us, and thank you for pointing this out.

The number you're calling is a standard geographic number beginning with 01, so under normal circumstances it should connect correctly.

The page explains our out-of-plan charges, which apply when you've used up your inclusive allowance. It states that calls to standard UK mobile numbers, numbers beginning 01, 02, 03, and non-standard 07 numbers are charged at 40p per minute if they're outside your allowance: https://www.idmobile.co.uk/help-and-support/call-charges

As you've mentioned the number worked before it was ported to BT Digital Voice and still works from other networks, this does suggest the issue may be related to the routing of the number following the port, rather than the number itself.

In this case, we'd recommend contacting our Customer Service team via Live Chat so they can raise this with our network team for further investigation.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi ​@Gemma M 
It was hard work getting them to understand the problem and raise a ticket with the technical team, but in the end the agent on the chat did agree to send a request to the technical team.
Yesterday when I tried the agent wouldn’t send my problem to the technical team.
I tried my best to explain in straight forward language but the process seems very focused on following a strict “it must be a problem with the customer’s handset”
Anyway, the agent did say the problem has been sent to the technical team, so hopefully that will find the root cause of the problem.

Thank you

John

Hi ​@John_GW 

Thank you for letting us know. If you need any more assistance, you can let us know.

-Michael Z

Well despite saying a case with the technical team has been raised, the issue hasn’t been resolved.

I raised a complaint, gave all the same problem details I gave to the customer service chat. but still not fixed.

When the complaints team call back they want to “go through security” asking for the type of personal details a scammer would request.  I refuse to give that information choosing to call them back on a number I know.  I called them and back and the agent requests the same details I gave when I raised the complaint.

Another call from the complaints team, now I am bored with the security questions I relent and give them the scammers dream information (It’s no wonder scams work!). The agent tells me that the information about the fault is in the wrong format.  So I go thought the same process of explaining the fault and giving examples.

The request for security information is annoying on inbound calls and the process of getting a fault resolved very frustrating when you have to explain the symptoms over and over again. 

I know ID Mobile isn’t in control of the Three network, but this experience has brought me to the point of needing to change mobile network just to fix a simple problem that should be easy for Three to resolve. 

Hi ​@John_GW,

We're sorry to hear how frustrating this has been, and we appreciate you taking the time to share your experience.

We understand that the security process can feel repetitive, however, our Complaints Team must complete security checks in line with GDPR before they can access your account or discuss account-specific information, even if they've spoken to you previously.

As both a technical investigation and a complaint have already been raised, the best course of action is to continue working with the Complaints Team, as they'll be able to liaise with our Technical Team and keep you updated while they work towards a resolution.

Regards,

Gemma M

The iD Mobile Social Media Team

I understand the need to verify identity but on an outbound call a scammer would ask the same questions and gamble that if they contact enough people they will get multiple customers to disclose the service PIN. 
There has to be a better way to verify identity without asking for sensitive information that could be used by a scammer to steal an account.

The normal advice to customers is not to give a caller information, like a PIN, that can be used to gain access to an account.

I feel another complaint may be in order while I am being upset by the service fault 

Hi ​@John_GW,

We're sorry to hear you feel this way, and we understand your concerns.

Our Complaints Team follows security procedures to protect your account and comply with GDPR which we can assure you is secure, but we appreciate your feedback regarding the process.

If you don't feel comfortable continuing through that contact method, we'd recommend getting in touch with our Customer Service team via Live Chat to discuss the next steps and any concerns you have about the complaints process.

https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team