1.  Make sure your phone software is up to date.

Here’s how:

1. Open ‘Settings’.
2. Tap ‘Software update’.
3. Tap ‘Download and install’.
4. If new software is available, tap ‘Install now’. If you already have software up to date, latest update information will appear.

2. Check your APN settings.

All phones bought from us should arrive with the right settings already configured. But if you’ve moved over to iD Mobile on a SIM Only Deal and kept your old phone, you may need to review the settings to get things like VoLTE to work. Our network (APN) settings are listed below:  

You can check and update your APN settings by following these steps:
 

1. Open Settings.
2. Tap ‘Connections’.
3. Tap ‘Mobile Networks’.
4. Tap ‘Access Point Names’.
5. Tap the plus icon.
6. Enter the APN settings above.
7. Once complete, tap the menu icon.
8. Tap ‘Save’.
9. Tap the circle next to your new APN settings to select it.

3. *IMPORTANT* Enable 4G (LTE).

Before enabling 4G (VoLTE) Calling, 4G MUST be enabled. To check, simply follow the steps below:

1. Open ‘Settings’.
2. Tap ‘Connections’.
3. Tap ‘Mobile Networks’.
4. Tap ‘Network Mode’.
5. Choose 5G/LTE/3G/2G.

4. *IMPORTANT* Enable 4G (VoLTE) Calling.

First, double check your phone is compatible with 4G (VoLTE) Calling, by checking our list of approved handsets, then, follow the steps below:

1. Open ‘Settings’.
2. Tap ‘Connections’.
3. Tap ‘Mobile Networks’.
4. Tap ‘4G Calling’.
5. Make sure the 4G Calling is set to ON.

Look for the 4G or LTE icon on the top of your screen when you’re on a call. If it shows as 4G or LTE, you’re making a 4G (VoLTE) Call.

If you’ve confirmed that your phone is updated and your settings are correct, yet can’t make calls, follow these steps to get back on track:

5. Check signal strength & network outages.

 You can view the signal strength in your area with our helpful coverage checker and use the status checker to find out about any ongoing network maintenance activities or outages in your area. If you have an approved handset, enable Wi-Fi Calling for the best experience.

• What is Wi-Fi Calling?F.A.Q.

6. Force restart your phone.

The classic switch it off and switch it back on again. If you’re unsure how to force restart your phone, please refer to your Device Manual for more information, or simply Google it!

7. Toggle Airplane mode.

Switch on Airplane mode for 60 seconds. After 60 seconds, switch Airplane mode off.

8. Perform a Manual Roam.

A manual roam resets your connection to our network, and can help with intermittent network problems. Here’s how:

1. Open ‘Settings’.

2. Tap ‘Connections’.

3. Tap ‘Mobile Networks’.

4. Tap ‘Network Operators’.

5. Turn off the ‘Automatic toggle’.

6. Select a different network (Vodafone, EE or O2 - UK).

7. Wait for 1 minute.

8. Switch the automatic toggle back on.

9. Clean your SIM card.

If you are still experiencing issues, you can also try removing, cleaning (with a microfibre cloth), and reinserting your SIM card.

10. Dial this shortcode.

Open your Phone app and dial the below number to deactivate any call barring:  #330*0000#

11. Using a Dual SIM device? Follow these steps.

 For VoLTE to work, your iD Mobile SIM MUST be in SIM Slot 1 and set as the ‘Primary’ SIM.

1. Remove your SIM tray.
2. Pop your iD Mobile SIM is in SIM Slot 1 (this will be indicated on the SIM tray itself).
3. Reinsert your SIM tray.

To check if your iD Mobile SIM is set as ‘Primary’, simply follow these steps.

1. Open ‘Settings’.

2. Tap ‘Connections’.

3. Tap ‘SIM Card Manager’.

4. Tap ‘Calls’, ‘Text Messages’ and ‘Mobile data’.

5. Tap SIM 1.

12. ​Perform a Network Settings Reset.

As a last resort, perform a Network Settings Reset on your phone. Here’s how:

1. Open ‘Settings’.
2. Tap ‘General management’.
3. Tap ‘Reset’.
4. Select ‘Reset Network Settings’.

13. Test your SIM in another phone.

Remove your SIM and pop it into another phone. If you can make or receive calls on the other phone, then your phone might have a fault and may need repair. Check out this article for information.

If you’re unable to make or receive calls on the other phone, pop your SIM back into your phone and contact us for further support.