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nicole

N
Community Member

Help trying to get into chat 2 weeks unable to put 8n a complaint about no service 2 days I on own serious conditions could not make calls out or incoming calls could not call 999 ehen it was emergency someone help me please 

    3 replies

    Daz_S
    Gold Contributor
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    • Daz_S
    • Gold Contributor
    • 1628 replies
    • January 31, 2025

    Hi there ​@ncolby1 

     

    What happens when you try Live Chat? Do see the chat button?

     

    Regarding your health issues, have you registered yourself with iD Mobile?

     

     

    More importantly can you now use your phone for incoming and outgoing calls?

     

    For the complaint do NOT clear your call log to have proof you tried to dial 999 during the outage

    https://www.idmobile.co.uk/help-and-advice/complaints-procedure

    I'm just another customer. ***Only genuine iD Mobile staff have iD Mobile Employee after their name*** **Don't post your phone number or account details as these can be seen by anybody**
    Decembersangel72
    Silver Contributor

    Hi ​@ncolby1 

     

    What phone do you have?

    Have you checked the coverage for your area?
    https://www.idmobile.co.uk/help-and-advice/coverage

    Has the 3G signal been turned off in your area recently?

    Is your handset on the approved list?
    https://www.idmobile.co.uk/help-and-advice/approved-handsets

    Do you VoLTE enabled on your phone? You need to connect to LTE (AKA VoLTE - Voice over LTE) to make/receive calls. 4G is only a label given to the 4th Generation network but LTE is the type of connection used. 

     

    You could also try requesting a replacement SIM as this could be the problem.
    Please be aware that your account will be put on hold (you will be unable to use that number) until the new SIM has been activated.

    There are a few different ways to get a replacement SIM. Here’s everything you need to know:
     

    How do I get a replacement SIM?

    If your SIM card doesn't fit your phone, or it's been lost or stolen, you’ll need a replacement. To get a replacement SIM card, you can:

    • Visit any Currys store.

    Find your nearest store and head to the ‘Mobile’ section. One of our helpful Tech Experts will issue you a replacement SIM card.

    • Chat to us.

    Our Live Chat team are able to issue you a replacement SIM card, which will be sent in the post to the account holder’s address.
     

    Once you receive your replacement SIM card, you’ll need to activate it. Check out the steps in the article below:


    Let us know how you get on x

    Tyler
    iD Mobile Employee
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    • Tyler
    • iD Mobile Employee
    • 2974 replies
    • February 2, 2025

    Hey there ​@ncolby1, we’re very sorry to hear that.

     

    We hope the kind advice from ​@Daz_S & ​@Decembersangel72 has been able to help above.

     

    Please let us know if you have anymore questions or any issues.

     

    Thanks,

    Tyler

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