Hi ​@Kirsten75,

I’m really sorry you’re having trouble making outgoing calls. I understand how urgent and frustrating that must be.

Please try the following steps:

Restart your phone

Turn Airplane Mode ON for 30–60 seconds, then OFF

Check you have sufficient signal bars

Ensure call barring is not enabled (Settings → Calls → Call barring)

Make sure your account has no outstanding restrictions or spend caps

Try calling a different number to test again

Remove and reinsert your SIM if possibleIf available, test your SIM in another handset

We’ll get this sorted for you as quickly as possible.

Lamiya

Thanks for your help. I’ve tried all these things except checking call barring as I don’t seem to have this option on iPhone. Nothing has worked. TBH it’s been like this since I joined UD mobile which is over a year ago. I can call family members and certain people but nothing new. It’s a mystery!

Hi ​@Kirsten75,

Thanks for getting in touch and we’re sorry to hear about the issues you’ve been experiencing with your calls.

As you’ve already tried the recommended troubleshooting steps (including SIM replacement and device resets), it’s clear you’ve done all the standard checks from your side.

A noticeable change in call quality over time can sometimes be linked to local network conditions, indoor signal strength, or temporary capacity changes in the area. We completely understand how frustrating it is when you’ve previously had no issues and are now needing to go outside just to make or receive calls.

To help rule out any local coverage concerns, we’d recommend checking our coverage checker here: https://www.idmobile.co.uk/help-and-advice/coverage-checker

If the checker shows expected coverage in your area but you’re still experiencing poor call quality, the next step would be to contact our Live Chat team so they can investigate your connection in more detail and raise this with the technical team if needed:
https://www.idmobile.co.uk/live-chat

We appreciate how disruptive this must be and thank you for your patience while it’s looked into.

Regards,

Gemma M

The iD Mobile Social Media Team

It’s definitely not coverage as I can call certain numbers immediately with no issue. The chatbot you’ve directed me too is not helpful In any way. Getting help seems impossible! I’m going to change providers 

Hi ​@Kirsten75 , 

Thanks for coming back to us.

If you're able to call some numbers immediately without any issues, this would suggest that the problem may not be related to your phone, SIM, account, or local coverage.

Instead, it could indicate an issue specific to the number(s) you're trying to call, such as a fault on the recipient's line, call restrictions, or an issue with the network routing for that particular number.

We appreciate that the chatbot can sometimes be frustrating. If you'd like to speak to an advisor through Live Chat, please type "Customer Service" when prompted and you should be directed to an agent during opening hours.

Our Live Chat team is available:

• Monday to Friday: 9am – 8pm
• Saturday, Sunday and holidays: 9am – 6pm

You can access Live Chat here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team