I’m using an iPhone.
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- Make sure your iPhone software is up to date.
Here’s how:
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Software Update’.
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If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Support article for more information.
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If you see ‘iOS is up to date’ - you’re good to go!
If you’ve confirmed that your iPhone is updated, yet can’t make calls, follow these steps to get back on track:
- Check signal strength & network outages.
You can view the signal strength in your area with our helpful coverage checker and use the status checker to find out about any ongoing network maintenance activities or outages in your area. If you have an approved handset, enable Wi-Fi Calling for the best experience.
- *IMPORTANT* Enable 4G (LTE) and 4G (VoLTE) Calling.
Before enabling 4G (VoLTE) Calling, 4G MUST be enabled. To check, simply follow the steps below:
- Open ‘Settings’.
- Tap ‘Mobile Service’.
- Tap ‘Mobile Data options’.
- If you have a 5G capable iPhone, tap ‘5G Auto’ or ‘5G On’. If you have a 4G capable iPhone, tap ‘4G’.
- If you have a ‘VoLTE’ toggle, ensure this is switched ON.
- *IMPORTANT* Re-enter your Mobile Number.
In most cases, re-entering your Mobile Number on your iPhone can resolve issues with calls.
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Open ‘Settings’.
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Tap ‘Apps’.
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Tap ‘Phone’.
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Tap ‘My Number’.
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Enter your mobile number, using +44 instead of the first 0.
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Tap ‘Save’.
- Force restart your iPhone.
The classic switch it off and switch it back on again. If you’re unsure how to force restart your iPhone, please refer to this Apple Support article.
- Toggle Airplane mode.
Switch on Airplane mode for 60 seconds. After 60 seconds, switch Airplane mode off.
- Perform a Manual Roam.
A manual roam resets your connection to our network, and can help with intermittent network problems. Here’s how:
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Open Settings.
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Tap ‘Mobile Service’.
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Tap ‘Network Selection’.
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Turn off the ‘Automatic toggle’.
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Choose a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
- Clean your SIM card.
If you’re still experiencing issues, you can also try removing, cleaning (with a microfibre cloth), and reinserting your SIM card.
- Dial this shortcode.
Open your Phone app and dial the below number to deactivate any call barring: #33*0000#.
- Using multiple SIMs? Set your iD Mobile SIM to primary.
For VoLTE to work, your iD Mobile SIM must be set as the ‘Primary’ SIM.
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Open Settings.
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Tap ‘Mobile Service’.
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Tap ‘Default Voice Line’.
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Select your iD Mobile SIM
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- Perform a Network Settings Reset.
As a last resort, perform a Network Settings Reset on your iPhone. Here’s how:
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Transfer or Reset iPhone’.
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Tap ‘Reset’.
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Select ‘Reset Network Settings’.
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Enter your passcode, then tap ‘Reset Network Settings’.
Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.
- Test your SIM in another phone.
Remove your SIM and pop it into another phone. If you can make or receive calls on the other phone, then your iPhone might have a fault and may need repair. Check out this article for information.
If you’re unable to make or receive calls on the other phone, pop your SIM back into your iPhone and contact us for further support.
