service does not allow access to this number

Hello @Marilu85,

Your issue may be something else as the issues above relate specifically to 0800 and service numbers.

Can you call UK mobile numbers? What happens when you try to call them?

Does your plan show remaining minutes?

@Vandpolo, are you currently in the UK or roaming?

Mohammed

I am also regularly turing off my phone and still getting this problem. Often I try to call the person back and get through only I don't feel confident it won't cut off again

No issues at all this week for me and as a lorry driver I've been all over the place, Cornwall to Kent not one of those cut off's happened & I've been on really long calls too crossing entire counties. Really hope it doesn't start happening again though.

Hi I am having the same issue over the last month with calls being cut off for no reason saying "your service does not allow access to this number".

Can you help?

Thanks in advance. 

Hello @Buster2588,

Sorry to hear that.

Have you just joined the network or have you been with us for some time and only recently faced this issue?

Please try fully powering down your handset and let us know if this makes a difference?

Mohammed

Hi there @Alant1948 that issue in particular has been resolved now.

If you’re experiencing something similar still, then this would potentially be something new and exclusive to yourself.

Is it just one particular number you’ve had this happen with, or have you had several calls drop in the past few days?

Have these been happening all over, or have you only noticed this at one particular postcode?  (Could we get that postcode too if possible?)

Hi @Buster2588,

Restarting your device also restarts operating system processes that may be causing this failure. It can also lead to the phone obtaining a fresh connection to the network again. 

Ryan

I’ve done this and the call has still been cut off!

Extremely embarrassing when you’re on a conference call for work!

If ID are unable to resolve this issue then why don’t they just state that rather than providing useless suggestions?
 

You have multiple customers with the same problem...well one less after today

A very long message has just deleted due to the poor way in which this app throws you back to the dashboard screen and I will attempt to redo. My language never mind my tone was out of order in my last message and was aimed at I.D the company not you or any other staff member personally and if anybody was offended it's a shame that I have been offended so much to go and offend others in turn. No doubt my point, which is right, has been overlooked by my poor choice of wording.

Thanks for explaining wifi and web data, I dont have social media apps draining my data and battery.

As explained when not connected to wifi I had no service at all, data or calls or texts, essentially the whole package my service plan is based upon that I have paid in full and on time as per agreement. Unfortunately, as detailed in the Consumer Rights Act 2015, I.D have failed to deliver their side of the agreement.

I did manage to get on the LIVECHAT and speak to someone helpful, they were so nice and helpful I actually gave the survey afterwards the high mark of 2 out of 5, they were on a 6 but I had to consider the reason I was in LIVECHAT to begin with.

To be offered £3.42 as a goodwill gesture or refund for loss of service is an outright insult when I have had similar problems each month for the last 3. To be informed there have been intermittent outages in the area at various times seems a bit convenient also.

Anyone would think I am trying to wriggle out of paying or something, what I am trying to do is get a decent and honest service for a decent and honest price, that I have continued to pay as per the terms of agreement.

It would appear the service has been working again properly for the last 2 days and I hope it remains as such, however, it seems like a long wait on the customer service number and I doubt I will receive another call from them as the one I did get, as promised, lasted just long enough for the smart capabilities to change from the number to 'I.D customer services' before it hung up. Approx. 3seconds?

The Chartered Trading Standards Institute, who logged my enquiry when I called to check I was not mistaken in my understanding of consumer rights, also gave me information on other things regarding complaints and the timescales permitted by law to rectify matters.

The Communications Ombudsman is something I have been advised about also, yet I am a very reasonable and upstanding person regardless of how many swear words I know and I do not think that this matter needs to be escalated so far as that.

I have made contact, my complaint has been logged, I have received a 3 second phonecall that was too quick to answer, and, as a result of that process be it common I.D practise or 'just a very busy day' I am now placed in limbo and responsibility passed back to myself to call a number that is not being answered when I try to call it.

This is where we are upto, i will accept a refund or reduced bill but £3.42 is not good enough and customer services have my number and ability to make a call with an acceptable amount of time in which to answer it yet it falls upon me to make contact again, which is poor to say the least.

Thanks again for your feedback @Buster2588.

Please let us know if you need anything else.

Will

No. I Can't call any uk number.

When I try to make a call it says: " Your service doesn't allow access to this number" ( This actually happens to any number mobile or 0141)

I got unlimited mins 

Yes I am in UK

Am having the same problem. Please investigate

Hi

I wish to add my voice to this thread 

I have been with ID for over 4 years and I am extremely disappointed at the moment with this current problem.

During Covid I am working from home and also need contact with my family which I am unable to do as when I make a phone call I get cut off with this message.

This needs resolving ASAP as it is causing distress to a lot of people and you are unable to tell us the issue or offer any support.

I had to join a thread as I cannot even contact you on the phone.

Can you please let me know what is going on with your network and when it will be resolved as I am losing all confidence with you as a network at the moment.