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Sorry, your service does not allow access to this number


Userlevel 2

PLEASE can someone answer this message for me.  I work for a charity supporting vulnerable and elderly people and I am regularly being cut off during phone calls using my ID mobile SIM.  

 

I will be mid way through a conversation and suddenly hear three beeps and hear a recorded message saying “sorry your service does not allow access to this number”

 

I have turned off WIFI calling as I thought that might be causing the issue but it’s still happening!  I know the phone is fine as it works with other SIMS. 

 

I have resorted to using my personal phone as I cannot trust the ID SIM mobile but I need to get this resolved.

 

Please help me to resolve this someone?

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Best answer by Kieran C 31 August 2020, 12:47

Hi all,

I can now confirm the issue has been resolved 🙂. We’ve been monitoring the network since implementing an overnight change towards the end of last week and have not seen any further instances of the problem.

Thanks for your patience and contributions to the Community as we worked to get this one fixed!

Kieran

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52 replies

Userlevel 4
Badge +1

Hi all,

I can now confirm the issue has been resolved :). We’ve been monitoring the network since implementing an overnight change towards the end of last week and have not seen any further instances of the problem.

Thanks for your patience and contributions to the Community as we worked to get this one fixed!

Kieran

Userlevel 4
Badge +1

Hi everyone,

We believe we’ve found the cause of the issue and now just need to provide a fix. For some reason, some calls at random times are failing over to our backup server even though our primary server is running normally. Having backups and fail overs is usually a good thing as it means our services continue to run even if there is a problem. However, in this instance, something’s not working correctly. This issue should only be affecting a very small minority of customers which makes it a little trickier to solve. I can understand it’s frustrating for you as customers and I can assure you we’re all working to get it fixed as quickly as possible!

I’ll provide a further update when it becomes available. Thanks for your patience!

Kieran

Userlevel 2

Hi all,

I can now confirm the issue has been resolved :). We’ve been monitoring the network since implementing an overnight change towards the end of last week and have not seen any further instances of the problem.

Thanks for your patience and contributions to the Community as we worked to get this one fixed!

Kieran

Hi Kieran

 

Thanks for the update.  Fingers crossed that this fix will permanently resolve the issue.

 

Many thanks

 

lisa

Userlevel 4
Badge +1

Hi @Lisa Wolff , @pjw67 

You’re correct, the issue has not yet been fully resolved and hence this thread should not be shown as “solved”. I’ll figure out why the Community displays this. 

Regarding the issue, I can assure you that we’re working on this as a high priority. Our network teams have been working overnights in an attempt to solve the problem. It’s important we do network/technology changes in the early hours so that it causes minimal disruption. Our teams will continue to work around the clock until the problem is resolved.

Thanks for your patience and I’ll provide a further update as soon as more info is available.

Kieran

Userlevel 1

I have been getting this message also during calls over the last 4/5 days.  It is very frustrating

Userlevel 4
Badge +1

Hi everyone,

Thanks for all your great info! I’ve experienced the same issue using my iD Mobile phone. It’s quite an odd one! I’ve escalated the problem to our development team and hopefully we’ll get to the bottom of it soon.

Cheers,

Kieran

Userlevel 1

I've also been having this problem lately, getting cut off mid-call to normal local land line numbers. Is there any resolution? 

Userlevel 2

One thing that hasn't been asked by ID in this matter & something none of us has mentioned.......handset? If we are all having this problem & we are all using the same brand/model handset it would point to that handset brand, or, are we all having the problem but on various brand handsets?

I'm using a Huawei 30 pro new edition.

What about you guys?

Good question!! 

Work phone; so old Iphone 5s

 

Lis

Userlevel 7
Badge +10

We’re extremely sorry for any frustration or uncomfortable situations this has landed you in @Meaniepants 

This is being looked at as a high priority and hopefully it won’t be too much longer that this goes on for at this point in time.

Nevertheless, we’ll contact you via private message here now shortly so that we can take some further details and log this issue on your account.
Which in turn will help us get you updates directly.

Userlevel 2

The good news is that ID are now fully aware that it's a widespread problem & are working to get it fixed. Luckily it's still not happened again on any of my calls so far this week. 

Userlevel 2

One thing that hasn't been asked by ID in this matter & something none of us has mentioned.......handset? If we are all having this problem & we are all using the same brand/model handset it would point to that handset brand, or, are we all having the problem but on various brand handsets?

I'm using a Huawei 30 pro new edition.

What about you guys?

Userlevel 7
Badge +9

Hi @GT24 & @pjw67,

We’re sorry to see that you’re both experiencing this issue. As @Kieran C  mentioned, this is being worked on as we speak and we expect there to be a resolution in place very soon.

In the meantime, we will arrange for our Support Team to PM you both now so that we can log this on your respective accounts.

Ryan

Userlevel 2

Hi @Lisa Wolff , @pjw67 

You’re correct, the issue has not yet been fully resolved and hence this thread should not be shown as “solved”. I’ll figure out why the Community displays this. 

Regarding the issue, I can assure you that we’re working on this as a high priority. Our network teams have been working overnights in an attempt to solve the problem. It’s important we do network/technology changes in the early hours so that it causes minimal disruption. Our teams will continue to work around the clock until the problem is resolved.

Thanks for your patience and I’ll provide a further update as soon as more info is available.

Kieran

Thanks Kieran.  I am pleased that the issue happened to you to and that you got to experience what I was trying to highlight.  


Thank you for looking into it and keeping us updated.

 

Lisa

 

Userlevel 1

I too have this problem. I have had an ID mobile account for many years, and this particular SIM card and iPhone 5s for nearly 2 years. Up until a week ago I have never had an issue then suddenly started getting this ‘service does not allow access’ message during calls.

It can be before the person I am phoning has answered, or during a conversation. I have rung both landline numbers and 0800 numbers, there seems to be no pattern to it.

I would like to know if ID know why this is happening.

Userlevel 2

Actually Will, Its just dropped a call I was on :(  I was speaking to him for 34 minutes and for no reason the call dropped out!

Userlevel 7
Badge +9

Hello @MikeS  & @AndyLB,

The issue has been escalated to Three UK and we’re currently looking into a fix with their Networking Team.

We’re aware of the issue and can only apologise for the inconvenience this may be causing at this moment in time.

 

Mohammed

Userlevel 6
Badge +8

Hi @Buster2588, I’d reconsider the cancelling of the direct debit, as it doesn’t do anything to solve the isse, and usually just results in more problems.

 

I’ll drop you a private message now so we can take a look for you.

 

Will

Userlevel 1

Hi @Buster2588, I’d reconsider the cancelling of the direct debit, as it doesn’t do anything to solve the isse, and usually just results in more problems.

 

I’ll drop you a private message now so we can take a look for you.

 

Will

Hi Will

 

The direct debit has already been cancelled. ID have overcharged me for a service that keeps cutting out, that’s doubly insulting as far as I’m concerned. It will get reinstated and paid when all problems are corrected. If not, your accounts department can have the inconvenience of chasing me for the payment, to compensate for the inconvenience you’ve caused me….and numerous other customers it seems.

Userlevel 6
Badge +8

Thanks @Lisa Wolff,

 

I’ll drop you a Private Message now so we can some more specific details and get this logged with our Tech Team for you.

 

Will

Userlevel 6
Badge +8

Hi @MikeS , @AndyLB , @sfusion and @r_smith.

 

I’ll send each of you a Private Message now regarding this.

 

Will

Userlevel 6
Badge +8

Hi @Buster2588

 

It was just a bit of general advice speaking from experience. You should do what you feel comfortable with.

 

Will

This has happened to me twice in the past 2 days. One was dialling a private landline (cut off after 25 min) and one to a customer service switchboard (after about 10 min). I have plenty of minutes left. What can I do?

Userlevel 1

Hi @Buster2588

 

It was just a bit of general advice speaking from experience. You should do what you feel comfortable with.

 

Will

Hi Will

Can you respond to the private message I sent 4 hours ago please

Userlevel 7
Badge +10

Hi there @Buster2588 

I do believe Will is going through the PM’s currently.  So it shouldn’t be too long.

Getting the same exact error. It’s happened 3 times to me recently. Frustratingly, I just waited 40 minutes on hold only to be cut off with this very message. I found this post from Google - all recent posts from ID Mobile customers. Clearly, there is a general problem here. ID Mobile need to give information as to what the issue is, and when they intend to fix it.

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