Since January my phone loses ability to receive or make calls via ID Mobile at least once per day.

Hello ​@Darin McLean 

Thank you for getting in touch with us here on the community. 

We are very sorry to hear of the issues you have been facing with the service.

Can you please confirm the following?

• Has a manual network reset been completed? 
• Is your number showing correctly in the settings (+447)
• Postcode for the areas you experience the issue
• Has your SIM been tested in another handset at all?

Thanks, 

Nat 

Hi Nat,

Thanks for your message.

To answer your questions:

• Has a manual network reset been completed?  Please could you explain what this is and how to do it on an iPhone 11.  Looking at my phone at this particular moment when I am sitting in my office, the “Network Selection” is showing as “iD WiFi Call,”  and the phone is set to make the selection in “Automatic” mode. I have tried turning mobile data on and off, and turning WiFi Calling on and off.  
• Is your number showing correctly in the settings (+447)?   Yes.
• Postcode for the areas you experience the issue?  Too many to list, but generally anything in the WR1 to WR11, B46 to B50, and CV1 to CV32 areas which correspond to the areas I most often find myself in and needing to use my mobile phone but finding that I can’t make or receive calls temporarily.
• Has your SIM been tested in another handset at all?  No, I don’t have another handset available to do this.

I would draw your attention to what I said about my phone working fine for WhatsApp calls over 4G and wifi digital services at the same time that it won’t work for making or receiving standard GSM calls over 4G and wifi.  I don’t recall any time when WhatsApp calls wouldn’t work, which on a few occasions has been a bit of a life saver for me.

I would also point out that the GSM calling problem occurs with equal frequency and with the same symptoms regardless of whether I am sitting in my office or home with a WiFi connection and other computing devices nearby, or driving in my car with no WiFi or other devices nearby.  This is why my suspicion has fallen on there being some issue at iD Mobile for which it occasionally is temporarily unable to route calls to or from my phone number.  And there seems to be no rhyme or reason to anything I do in order to attempt to resolve the issue; although on a few occasions it has seemed to rectify itself a short time after I turn the phone off and on a couple of times.

I’ve had the iPhone 11 Max for over a year, and iD Mobile for longer, and until the big network outage in in January of this year I didn’t have these daily issues with GSM calls on this or my previous iPhone. 

On another note, as of today I am running IOS 18.3.1.  The update was applied last night.  I generally apply Apple software updates within 48 hours of them being available on my phone.

So far today I have been receiving and able to make GSM calls on the phone, so it seems the problem hasn’t yet happened today.

Many thanks!

Kind regards

Darin

Hey there ​@Darin McLean, thank you for the update.

Just to confirm, is this the iPhone 11 Pro Max, or just the iPhone 11 Max?

Is the issue only with calls, not with data and texts?

Thanks,

Tyler

Hi Tyler,

It’s actually an iPhone 11 Pro Max.

The only issue is with GSM calls, I’ve not had any issues with data and using data services to make calls.  As far as I’m aware I’ve had no issues with texts, but I rarely use the SMS text feature of my phone so cannot attest to whether that also doesn’t work when I have calling problems.  I prefer to use WhatsApp for texting and this has always worked fine when I’ve had issues with calls.  

Many thanks.

Darin

​@Darin McLean,

Are you able to confirm the full postcodes for us?

Alternatively you can enter the postcode under the Network Status Checker to see if there are any issues in the area.

www.idmobile.co.uk/help-and-advice/coverage

Kash

Hi Kash,

I live in a rural area and spend most of my workdays moving about between different full postcodes.  If I drive 2 and half minutes from my home, I’m in a different postcode.  I have experienced the problem in making and receiving calls from just about all of the postcodes I visit or pass through.

However, if it will help you to diagnose the issues I’ve had, these are a few particular full postcodes where I know I have been and had the problems:  WR11 4UJ, WR11 4UN, WR5 1DA, B49 6HR, B49 5BW, B91 3GJ, CV32 5UL, CV7 7FF, CV7 7DZ.

I might add that the way I experience the problem when making calls is that I either use the dialpad to dial the number I want to call or I tap on the phone number of the contact I want to call, after which the dial screen displays a message saying it is “calling” the number but I don’t hear the recipient phone ring and a connection isn’t made regardless of how long I wait.  When I experience this issue, I get the same behavior on all phone numbers I try to call.  (But I have no problem using WhatsApp to make calls to the same people, regardless of whether I’m connected to WiFi or using 4G.)  

People trying to call me when I have this issue report that my phone rings but I don’t answer and it doesn’t go to answerphone either.  (But they can call me on WhatsApp with no issues.)

In light of the above symptoms, it’s hard to imagine that the problem is with my physical iPhone.

Interestingly, I’m not aware of having experienced the problem this week starting on Monday.  It did happen over the weekend.

One additional thing to mention, although I’ve not made an immediate timing connection between this and the start of the calling problems, is that in early December 2024 I travelled to the USA and installed a temporary eSim on my phone so that I would have internet connectivity there during my visit.  I deleted the eSim after my return to the UK, but this might not have been till early January (but I don’t remember the exact date).

Many thanks.

Darin

Hi ​@Darin McLean,

Thanks for all the information.

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Kash

Hi ​@Darin McLean 

I am experiencing same problem, have you had a resolution? 
 

Many thanks

Reena

Hi Reena,,

Since this week on Monday I’ve not had the problem, which is quite strange since I was having it daily since late January.  

The only noteworthy change on my iPhone is that I applied the latest Apple IOS update on Monday this week.  

Of course it’s also only a few days after I posted my issue on this forum, so one could potentially imagine that ID Mobile had a look at their systems and corrected a problem they found.  

I will continue to monitor the situation on my phone and will post immediately if the problems start happening again.

Kind regards,

Darin

Hey there ​@ren2uuk, can you explain your issues further so we can advise further?

Thanks,

Tyler

Every time I phone someone they can hear me but dead at my end,sooo frustrating I’m thinking of leaving 3 network very poor.How do I leave willing to buy out contract as THAT bad