unannounced changes

Forum|Forum|12 days ago
September 16, 2026
5 replies
27 views

I have been a customer of iD for over a decade.

After reliability issues with many smartphones I went to Ulefone Armor Series. I've used them with iD for years now. I've used my current one up until now.

Now iD have decided it won't support my phone despite the tech working, so I am paying to not receive my 4G VoLTE provision.

I cannot get through the chat to get this sorted. To say I am now unhappy is putting it mildly, I am awaiting urgent appointments for surgery and the one method of communication has been removed in a move illegally under OFCOM rules, who's going to sort this out?

Gemma M

iD Mobile Employee

Hi @Formerly satisfied customer,

I'm sorry to hear how frustrating this has been, especially as you've used Ulefone handsets with iD Mobile for a number of years and need to remain contactable for important medical appointments.

Unfortunately, whether a handset can continue to make and receive calls depends on the network technology and calling features supported by the device. Even if the handset can still connect to 4G for data, this doesn't necessarily mean that it's compatible with the network requirements needed for voice calls.

This isn't something we're able to enable or change on the account if the handset itself isn't compatible with the required network technology.

In this situation, the available solution would be to use a compatible handset. If you're eligible for an upgrade, we'd recommend contacting our Sales Team to discuss the devices and options available: https://www.idmobile.co.uk/live-chat

I'm sorry that this means potentially changing a handset that has otherwise worked well for you, and we appreciate your concerns given how important it is for you to remain contactable.

Regards,

Gemma M
The iD Mobile Social Media Team

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F

Formerly satisfied customerAuthor

New Contributor

Once again, buy an "approved phone from us" is the answer.

The fault is not my phone, but a Service Level VoLTE communication failure on the service provider level. This has been caused by a change in your service to restrict "non-approved" handsets.

My phone shows full compatibility with 4G VoLTE and runs off android 15 software.

The more you tell me but a phone off you, the more I'm thinking you've breached our contract and I'm going elsewhere.

What stops you deciding, say for example Sony, move from approved to not approved after I shell out £300 on a handset?

Totally ridiculous. Just restore my service to what I was getting on Monday? You changed it one way, you can change it back

Gemma M

iD Mobile Employee

Hi @Formerly satisfied customer,

I'm sorry that this has been so frustrating, particularly when your handset was working previously and you haven't made any changes yourself.

I understand the point you're making regarding the handset supporting 4G and VoLTE. However, iD Mobile advises that handsets not supplied by us still need to have been tested and approved for compatibility. A handset supporting VoLTE technically doesn't necessarily mean that its 4G Calling implementation is compatible with the network.

That said, if your calling service was working normally until Monday and has suddenly stopped, we'd recommend having this properly investigated before considering replacing your handset.

Please contact our Customer Service Team via Live Chat and ask for a technical ticket to be logged, making it clear that:

The handset previously worked with 4G Calling on iD Mobile.
The handset supports VoLTE and is running Android 15.
The issue began suddenly despite no change to the handset.
You'd like the network provisioning and VoLTE service investigated.

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

Unfortunately, we can't change network provisioning or investigate account-level VoLTE issues from the Community, so the Technical Team will need to look into this further.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

F

Formerly satisfied customerAuthor

New Contributor

That will be the technical team I've been told to go see in Curry's who saw the phone is picking up 4G VoLTE and going so far into the network before the issue occurs.

If it were the handset it would not be able to access the 4G VoLTE system, would not detect it at all and would not have been working fine until iD implemented a change.

I also tried to raise a technical ticket through Currys but as I had the cheek.to complain.firnslly about the response being attempts to sell me "an approved phone* it was refused.

I'm paying my bill, it's a brilliant deal, £8 a month SIM only, all the calls, texts, data and international coverage I needed. I'm meeting my side of the contract. I'm not getting the service I'm paying for now.

Hosai W

iD Mobile Employee

Hi @Formerly satisfied customer,

Thank you for reaching out to us, please accept my apologies for any inconvenience caused to you.

Please confirm if you have spoken to the live chat?

Thanks,
Hosai

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.