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help! not receiving calls on kids phone

Forum|Forum|6 months ago
February 19, 2026
3 replies
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Please help. My child has I’d mobile sim only and iPhone 11. She is not receiving any calls for several weeks!
She is existing IDM customer (for 2+years)
She has not changed her phone device recently

It’s not on airplane mode

she does have signal

data is working on cell only signal

correct number is set in Settings > mobile service > my number

i have checked idmobile app and all ok. Bill paid etc

changed her Apple ID some weeks ago (how could phone calls be related to that though?)

Thank You.

Best answer by Zandile M

Hi @CliffhangerUk

Thank you for getting in touch with us and for providing with all the details. Since your child’s iPhone has signal, mobile data works, and the SIM/account is active, the problem is likely related to voice network settings rather than the Apple ID or billing. Here are the steps to troubleshoot:

. Check Call Forwarding / Silence Settings

Go to Settings > Phone > Call Forwarding – make sure it is off.

Go to Settings > Focus / Do Not Disturb – ensure no focus mode is silencing calls.

Check Blocked Contacts under Settings > Phone > Blocked Contacts – make sure no numbers are accidentally blocked.

Reset Network Settings

Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

This clears old APN, cellular, and Wi-Fi settings but won’t delete apps or data.

After the reset, restart the phone and test calling again.

Test SIM in Another Phone

If possible, place the SIM in another unlocked phone and see if calls work.

This helps determine if the issue is the SIM/network or the iPhone itself.

Thank you,

Zandile

The iD Mobile Team

Z

Zandile MAnswer

iD Mobile Employee

Hi @CliffhangerUk

Thank you for getting in touch with us and for providing with all the details. Since your child’s iPhone has signal, mobile data works, and the SIM/account is active, the problem is likely related to voice network settings rather than the Apple ID or billing. Here are the steps to troubleshoot:

. Check Call Forwarding / Silence Settings

Go to Settings > Phone > Call Forwarding – make sure it is off.

Go to Settings > Focus / Do Not Disturb – ensure no focus mode is silencing calls.

Check Blocked Contacts under Settings > Phone > Blocked Contacts – make sure no numbers are accidentally blocked.

Reset Network Settings

Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings.

This clears old APN, cellular, and Wi-Fi settings but won’t delete apps or data.

After the reset, restart the phone and test calling again.

Test SIM in Another Phone

If possible, place the SIM in another unlocked phone and see if calls work.

This helps determine if the issue is the SIM/network or the iPhone itself.

Thank you,

Zandile

The iD Mobile Team

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CliffhangerUkAuthor

Active Contributor

Thanks. Did all that but none of it worked. I got as far as moving the SIM and realised that I wasn’t in her contacts as a phone number just an Apple ID. I added my phone number to her contacts and now works. Not sure if it was the network reset or adding contact but now working. Thanks!! 🙏

CliffhangerUkAuthor

Active Contributor

To add (to help others). In screentime > communication limits for my child screentime in Apple family i had ‘allow communication from contacts only’ and as I wasn’t a contact that would explain it.
So, thanks for your help but another test/check/debug should have been to check this setting and the contact the. All is coming from.

thanks again.