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My phone won't connect to one local mast but connects to all others

  • May 16, 2026
  • 4 replies
  • 19 views
A
New Contributor

Before coming to IDMobile, I was with GiffGaff/O2. A month ago there was a signal outage on O2 in the NR26 Sheringham area - my original GiffGaff/O2 sim worked outside the area but from then on wouldn't hand over to the mast in the NR26 area but worked in other areas, so it's only one mast problem.

To try and sort this out
1) I purchased a new sim from GiffGaff/O2 but that didn't work
2) I  followed all the recommended advice on the internet: restarted frequently; toggled airplane mode on and off; cleared location cache - that didn't work
3) I changed provider to IDMobile and ported my number across - that didn't work
4) I have purchased a new phone: the IMEI number has changed - that didn't work
5) I have performed a manual network roam - that didn't work
6) I put a second sim card in the phone from Tesco Mobile which works in the NR26 area - so it looks like it's the number which is being rejected by the mast.

But I don't want to change my number.

Can you do anything about this by enabling the mast to accept my number? Maybe even contacting EE and getting my number accepted by the mast?

Best answer by Gemma M

Hi ​@alison s,

 

Thanks for taking the time to explain everything you’ve already tried, and I’m really sorry to hear how long this issue has been ongoing for you. We completely understand how frustrating this must be, especially after changing SIMs, changing provider, and even replacing the handset.

 

From everything you’ve described, it does sound less likely to be a device fault and more likely to be a network registration or local coverage issue affecting how your number is connecting in that specific area.

 

As iD Mobile operates on the Three UK network, we would unfortunately not be able to contact EE or request that an EE mast “accept” a number, as networks do not manually whitelist or block individual mobile numbers from connecting to specific masts in that way.

 

The fact your Tesco Mobile SIM works and your husband’s EE service works would suggest those networks simply have stronger or more stable coverage in the NR26 area compared to the network your number is currently using.

 

However, as you have already:

  • Changed SIM cards
  • Changed provider
  • Changed handset/IMEI
  • Performed manual network selection
  • Confirmed the issue is location specific

 

It would be worth having the line and provisioning checked directly by our technical support team to ensure there are no registration issues remaining following the port of your number to iD Mobile.

 

We’d recommend contacting our Live Chat team so they can investigate this further and raise the matter for deeper technical review if required: https://www.idmobile.co.uk/live-chat. 

 

When contacting them, it may help to mention:

  • The issue only occurs in the NR26 area
  • The number was previously ported from GiffGaff/O2
  • Multiple SIMs and handsets have already been tested
  • Other networks work correctly in the same location

 

We’re really sorry again for the inconvenience this has caused and hope this can be investigated further for you.

 

Regards,

 

Gemma M

The iD Mobile Social Media Team

    4 replies

    A
    New Contributor
    • alison s
    • Author
    • New Contributor
    • May 16, 2026

    I forgot to add that the reason I swapped to IdMobile after my GiffGaff/O2 signal went out was that because my husband is with EE and his signal is fine in the area that I am blocked from. His phone works fine, mine doesn’t.

    Gemma M
    iD Mobile Employee
    Forum|alt.badge.img+10
    • Gemma M
    • iD Mobile Employee
    • Answer
    • May 17, 2026

    Hi ​@alison s,

     

    Thanks for taking the time to explain everything you’ve already tried, and I’m really sorry to hear how long this issue has been ongoing for you. We completely understand how frustrating this must be, especially after changing SIMs, changing provider, and even replacing the handset.

     

    From everything you’ve described, it does sound less likely to be a device fault and more likely to be a network registration or local coverage issue affecting how your number is connecting in that specific area.

     

    As iD Mobile operates on the Three UK network, we would unfortunately not be able to contact EE or request that an EE mast “accept” a number, as networks do not manually whitelist or block individual mobile numbers from connecting to specific masts in that way.

     

    The fact your Tesco Mobile SIM works and your husband’s EE service works would suggest those networks simply have stronger or more stable coverage in the NR26 area compared to the network your number is currently using.

     

    However, as you have already:

    • Changed SIM cards
    • Changed provider
    • Changed handset/IMEI
    • Performed manual network selection
    • Confirmed the issue is location specific

     

    It would be worth having the line and provisioning checked directly by our technical support team to ensure there are no registration issues remaining following the port of your number to iD Mobile.

     

    We’d recommend contacting our Live Chat team so they can investigate this further and raise the matter for deeper technical review if required: https://www.idmobile.co.uk/live-chat. 

     

    When contacting them, it may help to mention:

    • The issue only occurs in the NR26 area
    • The number was previously ported from GiffGaff/O2
    • Multiple SIMs and handsets have already been tested
    • Other networks work correctly in the same location

     

    We’re really sorry again for the inconvenience this has caused and hope this can be investigated further for you.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    A
    New Contributor
    • alison s
    • Author
    • New Contributor
    • May 17, 2026

    Hi Gemma

    Many thanks for your reply and all the useful tips you provided. I've been in touch with two members of the live chat team and they have also been helpful. I'm now waiting for a new SIM to be delivered, so let's hope that this can solve the problem. 

    Thanks again, Alison

    Gemma M
    iD Mobile Employee
    Forum|alt.badge.img+10
    • Gemma M
    • iD Mobile Employee
    • May 17, 2026

    Hi ​@alison s,

     

    Thanks for letting us know, if there is anything else that we can assist with in the meantime, please do not hesitate to reach out again. 

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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