Unable to make calls. phone humber unknown after port

Does your iD SIM work in a different phone, ​@AndyC1515? 

Is the VoLTE option enabled on your Pixel 9? 

Does the Google account used with your Pixel 9 have the correct mobile number when you use the Manage Account option in a web browser (see under Personal info)?

The SIM doesn’t work in another handset either. it still says unknown number. 

There is no option for VoLTE in settings. Under settings > SIM > iD the only option under Calling is Wifi Calling.

yes, the phone number on the account is correct. 

The 4/5g is working fine on the account for browsing etc. The only issue I have is I cannot make or receive calls or send text messages. 

Have you tried asking the Google Assistant (on your Pixel 9) to turn ON the VoLTE option with your iD SIM, ​@AndyC1515?

Gemini might need to be off in order to use the Google Assistant.

Yes it just takes me to tutorials on how to do it. But the option isn’t on settings so I cant

Okay ​@AndyC1515, just to note in this community discussion, others iD customers have described using the Google Assistant to access hidden network options/settings.

Perhaps the Pixel 9 has an Android bug, or iD Mobile’s network profile for the Pixel 9 needs updating.

Thank you for trying to help. Wifi calling is already on but that makes no difference. I am tempted to cancel my contract and go elsewhere as the iD technical team is terrible. I ahve to wait 48 hours for them to get back to me and then they will ring me (even though they can’t ring me as my phone isn’t working). So what the point of that is I will never know. All in all, a terrible experience 

Okay ​@AndyC1515, sorry the Pixel 9 Google Assistant couldn’t help with your VoLTE settings. 

I guess if you’re still in the cooling-off period of your contract, you could RETURN (not cancel) your order and go elsewhere. 

• How do I return my order? F.A.Q.

This community article might help. 

Hey there ​@AndyC1515, we’re sorry to hear this.

Have you tried the following?

1) Open Messages, go to Settings (top right, Message Settings), open "Chat Features" or "RCS Chats", verify if this is the correct number or not.

2) If it shows the incorrect one, then head to: https://messages.google.com/disable-chat and you should be able to unregister the number. Once done, turn off the Chat Features/RCS and the phone. Wait a few minutes and turn the device back on and re-enable Chat Features/RCS it should let you re-register/update to the correct number.

Alternatively, you can turn Chat Features/RCS off and test SMS after this.

I’d recommend also contacting our live-chat, who can raise this further with our technical team to investigate if needed:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

Hi. Yes the correct number is shown. Your live chat is one of the most useless facilities I've ever encountered. It's been 9 days since I got the phone now and it's still not fixed. 

I must be missing something here.

You ported over and iD confirmed the port completed.

But your phone and another phone show unknown as the number.

(and I think the number showing as correct is what the phone remembers from your old provider)

And you tried 2 iD SIMs

And it still doesn’t work

I would have to say the port didn’t take correctly, surely….?

Exactly. I've been saying that to them for a week. It's pretty obvious the port hasn't worked correctly. 

Have you tried your replacement iD SIM cards in a different mobile phone, ​@AndyC1515? 

Yes. Exactly the same issue. 

It does seem strange that your SMS text messages and mobile data work perfectly, but not calling - could be a network service provisioning issue for your iD account, ​@AndyC1515. 

Perhaps iD tech support are struggling somewhat to fix an issue with provisioning the iD 4G Calling network service for your account.

Does the iD WiFi Calling service work with your Pixel 9? - VoLTE (4G Calling) and WiFi Calling are both delivered using the network operator’s IMS infrastructure.

Just another thought Andy

AndyC1515 wrote: (snipped)

The SIM doesn’t work in another handset either. it still says unknown number. 

When you obtained the 2nd iD SIM did you activate it?

(I’m currently registering a replacement iD SIM in mine as I type this)

And what make and model was the other phone?

I can send SMS messages but not receive them.

There is no option to activate VoLTE in settings. Wi-Fi calling is the only option (and it is turned on)

Yes the SIM was activated via Live Chat. 

The other phones I've tried it in are a Pixel 5 and Pixel 8a. 

That’s good then (about registering the replacement SIM). I only thought about your issue when I was DIY activating mine and noticed some oddities during the process.

And both of those phones are on iD’s list -

• What phones are compatible with the iD Mobile network? F.A.Q.

  so we can rule that out too.

Do you recall if WiFi calling was automatically activated on your 1st SIM and 1st phone combo and/or 2nd SIM and either phone? The reason for asking is (and I must admit I forgot after several months) I manually turned off WiFi calling off (using the old SIM) and having just checked my phone every minute during the replacement SIM going through the activation process I noted a new/replacement SIM turns on WiFi calling automatically.

If it did then as andewhite advised

WiFi Calling are both delivered using the network operator’s IMS infrastructure.

It might point us in a direction, though currently I don’t know where that is!!

I don't know tbh. I'll wait for my update from the tech team tomorrow again and go from there. I'm convinced the port hasn't worked correctly. 

Okay ​@AndyC1515, when you send SMS text messages from your Pixel 9, do the recipients see the correct mobile number? 

They do, yes

That’s very strange indeed - a long-shot perhaps, but you’ve got to hope iD tech support can rectify all the issues with your iD Mobile network services, ​@AndyC1515.

No clue if this will help or not, but I’ve been doing some digging, and:

Go to Settings then tap on → Network and Internet and tap on → SIMs (SIM1) and a new screen should show and be titled SIMs and tap on → SIM1 and the first option should be → 4G Calling and toggle on

But directly below is Preferred network type and from what I can tell it might be set to ‘5G (recommended)’. If this is set maybe this is hiding the 4C calling (above)

Try setting it to either 4G or if this isn't an option try LTE and see if the 4G calling is then an option or better still see if it now allows calls.

It was set to 5g but changing it to 4g doesn't open the option up for 4g calling. It just isn't on the menu anywhere. 

Ok, so I really can’t see this being a phone issue then (I didn’t anyway being as you’ve tried 3 phones thus far - but granted they’re all Pixel’s) and as Ande said the provisioning comes from the iD SIM

But I’ve been thinking, although iD don’t do a data only SIM, its like yours is and my gut is telling me that’s where iD need to be looking.

Have iD suggested a network reset? (it’s something you can do via the phone - though it deletes saved network passwords and other settings but doesn’t erase your data)