Hi ​@cerysgriff 

Thank you for getting in touch, and I am sorry to hear that your mobile data is not working on your new phone, especially as you need it for work.

To help resolve this as quickly as possible, please try the following:

Restart your phone.
Turn Mobile Data off and back on.
Turn Airplane Mode on for 30 seconds, then switch it off.
Check that your iD Mobile SIM or eSIM is active in the device settings.
Ensure that mobile data is enabled for your preferred SIM if you are using Dual SIM.

Could you also please confirm:

Whether calls and texts are working?
If you are using a physical SIM or an eSIM?
The make and model of your new phone?
Whether you are seeing any signal bars or a 4G/5G symbol?

Thank you,

Zandile m

The iD Mobile Team 

How do I check if my ID sim is working after following the above instructions? I’m paying for an iPhone 15 which is fine and I’ll continue to do. But I have access to an iPhone 17. I’ve transferred the physical sim into the iPhone 17 but mobile data isn’t working. Neither are calls and texts. 

Hi ​@Lawrie3112,

Thanks for getting in touch.

To check whether your iD SIM is working in the iPhone 17, we'd recommend:

• Turn Wi-Fi off and check whether you're able to use mobile data by loading a webpage.
• Try sending a text message to another number.
• Try making a phone call.

If none of these work, restart the iPhone 17 and try again once it's powered back on.

If you're still unable to use calls, texts or mobile data after this, please contact our Customer Service team via Live Chat so they can investigate further and arrange a replacement SIM if needed.

Regards,

Gemma M

The iD Mobile Social Media Team

Hi. 
I just tried all of that. It didn’t work. 
I can’t see how to access live chat. Can you help please? 

Just find the CHAT PAGE; simples😃

Not so simples I’m afraid. Where is it? 

Hi ​@Lawrie3112,

We're sorry to hear you're having trouble locating it.

You can get in touch with our Customer Service team via Live Chat and they'll be happy to help: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team