Hi ​@Lyolyoka, 

Thank you for reaching out.

We’re sorry to hear that you’re experiencing issues where your mobile network only appears to work when connected to Wi-Fi and that you’re unable to make calls when there is no Wi-Fi/data connection.

Please try the following troubleshooting steps, as this may help refresh the connection between your handset and the network:

1. Restart your handset

• Switch your handset off completely.
• Wait around 2–3 minutes.
• Turn it back on and test the service again.

2. Refresh your network connection

• Turn Airplane Mode ON.
• Leave it on for around 60 seconds.
• Turn Airplane Mode OFF.
• Allow the handset time to reconnect to the network.

3. Check mobile network settings

Please ensure:

• Mobile Data is enabled.
• Your handset is not set to Wi-Fi only.
• Your SIM/eSIM is showing as active under your mobile settings.

4. Check network selection

Please try manually refreshing the network:

1. Open Settings
2. Select Mobile Service / Mobile Network
3. Select Network Selection / Network Operators
4. Turn Automatic Selection OFF
5. Wait for the available networks to appear
6. Select iD Mobile / Three UK
7. Turn Automatic Selection back ON

5. Set your handset to 4G only

If 5G coverage is limited, setting your handset to 4G can provide a more stable connection.

For iPhone:

1. Open Settings
2. Select Mobile Service
3. Tap Voice & Data
4. Select 4G

For Android:

1. Open Settings
2. Select Connections or Mobile Networks
3. Tap Network Mode
4. Select LTE/4G Only

6. Reset network settings (if the issue continues)

Please note this will remove saved Wi-Fi passwords and Bluetooth connections.

For iPhone:

• Settings
• General
• Transfer or Reset iPhone
• Reset
• Reset Network Settings

Once completed, please test making a call without being connected to Wi-Fi.

If the issue continues, please contact us via Live Chat or send us a direct message through our social media channels so we can review the account and investigate further.

Owethu