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cannot receive incoming calls

Chrisdeath
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Hi. 

 

Since I started my ID contract in January, I have had problems receiving incoming calls. 95% of the time callers just get a message stating 'caller is unable to accept calls,'

 

I contacted ID helpdesk months ago and they told me to try my sim in a  different handset. I did and the same issue occurs. I cannot accept calls . I have tried to call my number from a   wide range of mobile providers, including ID mobile numbers , but just get the same message 'unable to accept calls' 

 

ID mobile acted like this was a new issue but there are so many similar complaints about it.   For months the helpdesk has been closed due to covid 19, but I am so fed up with not being able to receive calls . I have missed important calls regarding jobs, health and family issues. 

 

I am at a point where if it doesn't get resolved soon ai will just cancel the contract and refuse  to pay any more , as they are not offering me a proper service. 

 

Any help or advice much appreciated. 

 

Cheers

 

Chris 

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Best answer by Mohammed 23 July 2020, 13:53

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13 replies

Mohammed
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Userlevel 7
Badge +10

Hello @Chrisdeath,

Sorry to hear you’re having issues with receiving calls.

 

We’ll try to get some further information on this.

Has the issue always been present?

Are texts affected? Both incoming/outgoing?

Is data usage affected?

How many bars of coverage do you have when the issue ocurrs?

 

We’re trying to understand if there’s a routing issue or if it’s an issue with coverage that’s causing this.

 

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Chrisdeath
Rank

Hello

 

The issue has always been present 

Texts are also effected, both in and outwards

I dont think it effects my data usage 

The issue occurs when I have full signal. I checked this by trying to call my phone from another handset  whilst Full signal but it's still happens. 

 

I would appreciate some swift action to get this resolved. 

 

Chris. 

Chrisdeath
Rank

Hi .

Abit of further Information...

I have just received a successful call from a local landline. I then tried to call my ID mobile  from a BT mobile and received the usual ' this person is unable to accept calls'  

 

So a  landline was successful but mobile phone could not connect?!?

 

Chris. 

 

 

Mohammed
Rank
Userlevel 7
Badge +10

Hello @Chrisdeath,

Did you port a number through into our network when you joined?

 

I’m trying to rule out whether it’s a routing issue or a porting related one.

 

If you did port a number, please confirm the following:

 

What happens when you call from the iD SIM

What happens when you text from the iD SIM

What happens when someone calls the ported number - (caller is unable to accept calls,?)

 

What happens when someone calls the ported number

Please also confirm if this is an iPhone you’re using.

 

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Chrisdeath
Rank

Hi

 

It didnt port a number, it's the original ID  number and the original Samsung phone I got with the package. 

 

Chris

Chrisdeath
Rank

Hello mohammed. 

 

Please clarify if you work for ID mobile? I think its poor that theres no one I can speak to regarding this issue. The call centre should be open now in some capacity  

 

Please advise if I cancel the contract and direct debit under the supply of goods and services act.its crazy that I have been paying for a service I do not receive. 

 

Chris. 

Will
Rank
Userlevel 6
Badge +8

Hi @Chrisdeath , I can confirm that Mohammed and myself both work for iD Mobile. May I ask, have you  tried the SIM card in a different handset to see if the issue persists? Just trying to figure out if it’s the handset or the network that’s the issue.

 

Cheers,

Will

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Chrisdeath
Rank

Hi. 

 

I have placed my sim in another handset and the same thing happened. Its deffinatly a network issue and I'm fed up of it now. 

Will
Rank
Userlevel 6
Badge +8

Sounds like we’ll need to run this by our Technical Team. We’ll send you a Private Message now to get some details and have this escalated for you @Chrisdeath .

 

Will

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Chrisdeath
Rank

Will.

After 15 days of online communication I think the technical team should have been involved.  This service is very poor and inefficient, I would like to cancel my contract due to the issue  under the supply of goods and services act. 

 

I AM NOT REPARED TO WAIT ANY LONGER WHILST ID MOBILE FIGURE THE ISSUE OUT. I AM PAYING FULL PRICE FOR MY TARRIF AND NOT RECEIVING A PROPER SERVICE AS EXPECTED WITH A MOBILE PHONE TARRIF. 

 

please advise how to do this.I have asked this before and been ignored. 

 

Chris. 

Mohammed
Rank
Userlevel 7
Badge +10

Hello @Chrisdeath,

 

We’ll discuss this with you via PM as we can’t advise on account-related issues publicly.

 

Mohammed

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Chrisdeath
Rank

Ok please pm me. 

Will
Rank
Userlevel 6
Badge +8

I see that’s now taken place @Chrisdeath 

 

Will

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.

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