Hi ​@leromancer ,

I am sorry that your calls are not working. May I please ask if your other services are working (data and text messages). I would like to ask that you try resetting your network settings and please try to check if your mobile number appears under “my  number” on the phone app as well.

-Isa🎀

Hi,

data and texts work very well. I have just resetted the network settings and will see when someone calls me next whether I get a missed call or not. My number DOES appear under device info on my Apple account.

I’ll get back to you if the network reset hasn’t worked. Fingers crossed it does!

Thanks

Hi ​@Isa M

I have waited for several days and unfortunately my calls still appear as missed calls. What can you do now? I badly need a working phone! Do I need a new SIM? I do,’t want my contract to be prolonged though. Let me know. Thanks.

Hi, ​@leromancer 

Thank you for your message, and I’m really sorry to hear that your calls are still appearing as missed. I completely understand how important it is for you to have a working phone.

Please try inserting your SIM card into another phone to check if the issue persists. If it does, kindly get in touch with us via our Socials (Facebook or Instagram), Live Chat, Community, or email us at socialqueries@idmobile.co.uk
 with the details of your query. We’d like the opportunity to put things right for you.

Thank you for your patience, and we look forward to resolving this for you.

-Zandile 

Hi,

I have managed to get my hands on an old handset and it seems I can receive calls (well I have received 2 calls from family). But the screen is half broken so I really can’t use it as an ongoing solution. What do you propose I do now?

Hi ​@leromancer ,
 

Thanks for the update, and I’m glad to hear you’ve managed to receive calls using the old handset though I completely understand it’s not a long-term solution, especially with the screen being damaged.
To move forward, we’d recommend requesting a replacement SIM that can be used in a fully functional device to complete your setup and allow proper access to your account and services. We can either:

Send you a replacement SIM (delivery takes around 2 working days via Royal Mail), or
You can visit a Currys store with valid ID to collect one immediately.

Thanks

Lamiya
iD Mobile Social Media Team

Can I still used my current mobile phone with a new SIM though ie not using the old half-broken handset?????

Hi ​@leromancer ,

Yes, absolutely,  you can use your current mobile phone with a new SIM, even if you're not using the old half-broken handset. As long as your phone is unlocked (not tied to a specific network), it should work just fine with a new SIM card.
If you’re unsure whether your phone is unlocked or need help setting up your new SIM, feel free to reach out via Facebook or Instagram, Live Chat, Community, or email us at socialqueries@idmobile.co.uk. We’re happy to help.

Warm regards,

Lamiya
iD Mobile Social Media Team

well I bought the phone via you with my contract so it’s locked to you I guess?

Hi ​@leromancer ,

Thanks for checking,. Yes, if you purchased your phone directly through us with a contract, it’s likely locked to iD Mobile. That means it should work with any iD Mobile SIM, but may not accept SIMs from other networks unless it's unlocked.
If you’re unsure or need help checking the lock status, feel free to reach out via Facebook or Instagram, Live Chat, Community, or email us at socialqueries@idmobile.co.uk. We’ll be happy to assist.

Warm regards,

Lamiya
iD Mobile Social Media Team

Perfect. I’ll go to Curry’s tomorrow then. Do I need anything else from you (I understand that I need to bring my ID)?

Hi ​@leromancer ,
 

That’s perfect, just bring your ID with you to Currys. You shouldn’t need anything else from us right now. If you need help after your visit, feel free to reach out.

Warm regards,

Lamiya
iD Mobile Social Media Team

Hi, I went to Curry’s yesterday and replaced the SIM card yesterday. Sadly calls still go to voicemail. My phone is bot even ringing! I’m missing loads of important calls and it’s VERY irritating especially as I am missing clients call! How can we solve this once and for all?

Hi ​@leromancer ,

I’m really sorry to hear that replacing the SIM card hasn’t resolved the issue and that your phone still isn’t ringing, I completely understand how frustrating this must be, especially when you’re missing important client calls.

Please reach out to us on here via Facebook or Instagram, Live Chat, our Community page, or by emailing socialqueries@idmobile.co.uk with the details. Our team will be happy to assist and make things right when you need us.
 
Thanks again for your patience.

Lamiya 
iD Mobile Social Media Team

Well…. Which further details do you need from me???? I have an Iphone 13 and now a new SIM card. What else do you need from me? The phone was part of my contract with you and I’m still under contract until January. 

Thanks Joe. All the phone settings were already done but I have ticked off the voicemail on the web page which I didn’t know about. So hopefully that will work. I’ll let you know!

​@leromancer Your welcome report back when ever it's convenient for you on this matter.

Joe😉

Hi ​@JoeKing,

I’m really sorry to keep pestering you, but most calls still don’t reach me. I had the case again yesterday where my parents kept having a weird ton (not busy but not going through). I also use my phone for my business and I’m really scared I could miss out on calls from potential clients. I am getting fed up with the whole thing now. The SIM replacement has not worked well enough. I think the phone needs to be replaced. I’m still under contract so I would like this to happen ASAP please.

Many thanks,

Anne

Anne here some you could try but means going out your way. If possible go to a Curry's store or Carphonewarehouse if you went through them. Take you phone and prove of ID passport or driving licence if you have one if not they unable to help you. Ask them to test you phone and let them know you've had a sim replacement. 

In the mean time I'll try and escalate this case for you to staff members as I'm just a customer and volunteer on here myself.. 

Joe

I got my phone deal directly via ID Mobile not Curry’s. I went to Curry’s already to have my SIM swapped. I mean I can try to go there again. Thank you so much for your help ​@JoeKing . Perhaps if a staff member could look into it I’d appreciate because it’s been going on  for sooooo long it’s ridiculous!

​@leromancer  I've just passed on you post to staff members. At some point someone will contact you here and via private message, so you may have mail in your inbox on here also. 

Joe

Fabulous! Thanks ​@JoeKing 

Afternoon ​@leromancer,

I’ve raised your case with our Second Line team, who will check the account and from a network side.

They typically take 24-48 hours to get back to me and I'll share an update here.

Thanks.

​@Matthew T any news?