Dear iD Mobile Customer Service,

I am extremely frustrated and confused about an ongoing issue with my service which has now been affecting me since Tuesday morning, 15 September 2026.

On Tuesday morning, I attempted to make a business call to source parts for my vehicle. I was suddenly met with the following message:

“Sorry, your service does not allow access to this number.”

I contacted iD Mobile customer service and was advised to obtain a replacement SIM. I followed this advice and went to Currys to obtain a replacement SIM. However, to my shock, the exact same problem continued after replacing the SIM.

My service is clearly active because:

• I can receive incoming calls.
• My mobile internet/data works normally.
• The problem only occurs when I attempt to make outgoing calls.
• I tested the replacement SIM in another working phone, and the problem followed the SIM/service.
• I also put my brother's working SIM into my phone, and outgoing calls worked normally.

These tests clearly demonstrate that the problem is not with my handset and is not resolved by replacing the SIM. The issue appears to be related to my iD Mobile service/network or something associated with my account.

I have been repeatedly contacting iD Mobile since Tuesday and was provided with ticket/reference number 516514949. Despite continuously chasing this issue through Live Chat, I have still received no meaningful update or resolution.

This is particularly serious because I rely on my phone to make calls for my business. Being unable to make outgoing calls is directly affecting my ability to communicate and conduct business.

I need this issue to be properly investigated and escalated rather than being repeatedly advised to replace the SIM or perform basic troubleshooting that I have already completed.

Please:

1. Investigate my service and determine why outgoing calls are being barred/restricted.
2. Escalate ticket 516514949 to the appropriate technical/network team.
3. Provide me with a clear explanation of what is causing the issue.
4. Confirm what action is being taken to restore my outgoing calling service.
5. Provide me with a realistic timescale for resolution.
6. Consider appropriate compensation for the period during which I have been unable to use my phone normally, particularly given the impact this has had on my business.

I have cooperated fully with the troubleshooting requested by your customer service team, including purchasing and activating a replacement SIM. The issue remains unresolved.

I would appreciate this being treated as an urgent service fault and formal complaint, rather than being sent through the same basic troubleshooting process again.

I look forward to receiving a substantive response and a resolution.