No calls in home location but okay in other locations

Hey there ​@edwin, sorry to hear that. Firstly, I’ve removed your personal details as it’s a public forum, and wouldn’t want those details going to anyone else.

Firstly, can you please confirm your full postcode?

Also, what phone do you have, and hw long have you had the issue?

Is the issue only with calls?

If this has already been raised to the technical team, then we would advise awaiting further updates and keeping in touch with the same team you’ve already contacted. The technical team wouldn’t typically get in touch with you directly, you’d need to get back in touch with the same team after two-days to check for an update.

Thanks,

Tyler

Sure SA62 6AP.

I have a Nokia 6.1.

I have had this issue since the 01-03-25 and yes just with calls.

The agents on the chat raised it with the technical team, that is two different agents, I have no way of contacting anyone apart from going on chat. A copy of chat transcript below.

I can't ring out either 

Hi ​@edwin,

I can’t see any issues in the area. 

Have you tried the SIM in another handset? This will eliminate the issue being a handset fault.

​@Gazc1964 can you please confirm your postcode for us?

Kash

Sure SA62 6AP

Yes I have tried another handset and another sim still no go.

​@edwin 

If you have had a different SIM card, tested in a different device and it works find in other areas, it would point to an issue with the mast in your home location. 

Presumably the technical team have not discovered the issue with the mast yet. Probably need an engineer to remotely check the mast. 

Do you k ow any other iD mobile users in your area, are they having the same problem? 

Thanks, yes I agree it would point to an issue with the mast in my area.

I would like an engineer to check this, please I.D. Mobile, can you arrange this or let me know who to contact.

Thanks digital veteran for highlighting this.

Hi ​@edwin 

Okay, taking a look the area of SA62 6AP looks to be fairly patchy, there may be some issues in the area.

You’ve tried a replacement SIM?

Tom

Yes tried another SIM , has worked at home for the previous few years but now only down the road

Hi ​@edwin 

Okay, if you’re already in touch with the team about this, we’d recommend keeping in touch with them.

Tom

What team ? I would like to report this fault to someone in the team how do I do this please

Hey there ​@edwin, sorry for any confusion. Would you like us to drop you a PM here to discuss further?

Thanks,

Tyler

I would just like to be assured that my fault is being sorted and I can use my phone at home as I used too.

Thanks

Hey there ​@edwin, I have just read above and seen your issue is only with calls, and you have a Nokia 6.1. Therefore, this isn’t a supported device on our network, so calls are unlikely to work at all with this phone.

This is due to the 3G turn off that began rolling out recently. You can check if this is the case in your area below:

https://www.three.co.uk/support/network-and-coverage/coverage

Please read more below on what this is, and what to do:

https://community.idmobile.co.uk/3g-200/3g-is-being-switched-off-what-do-i-need-to-do-50979

If you have one of the phones from the below list, then 4G VOLTE and Wi-Fi calling should be able to be selected and work, and calls should still work:

https://community.idmobile.co.uk/help-with-your-phone-206/what-phone-are-compatible-with-the-id-mobile-network-67490

If you have a phone that isn’t on this list, then it may or may not work, but we don’t officially support any phones outside of these and cannot say for sure if it will or not.

If the issue persists after following the troubleshooting above and confirming if your phone is approved, then please let us know here so we can investigate further. If your phone isn't listed above, you'll need to upgrade/get a new phone I'm afraid to receive calls. Texts and data should continue to work either way.

Thank you,

Tyler