New Contributor

Solved

messages are not sending

7 replies
104 views

Hi I just changed my e sim to my new phone but my normal blue messages are not sending

Decembersangel72Answer

Gold Contributor

Hi @Arthurphillips7

You don’t say what make/model phone you have so this advice is general.

Try these first:-
Toggle Airplane mode on and off, restart your phone, and check that your iD Mobile bill cap allows premium or shortcode numbers. If problems persist, verify your message centre number is set to +447958873000 or reset your phone's network settings.

Advanced Network Fixes

Reset Network Settings: Go to your phone settings, find the reset menu, and select Reset Network Settings (this clears out glitches with Three's network connection).

Check Message Centre: Verify inside your SMS app settings that the service center number is listed as +447958873000.

Toggle RCS/iMessage: Turn off iMessage (iPhone) or Chat/RCS features (Android), restart, and turn them back on.

Can you still receive text messages?

Are you trying to send an MMS text (containing pictures, photos, GIFs, videos or sound clips.) and not SMS??
You will be charged to send an MMS text:-
https://www.idmobile.co.uk/help-and-advice/call-charges

If you wish to send MMS messages then you also need to ensure that your bill cap is set higher than your monthly plan £ to cover them.
If you were able to send MMS messages previously then you may have hit your cap limit and now they won’t be sent until it is increased to cover the cost.

Here are 2 help pages with regards to Bill Capping:-
https://www.idmobile.co.uk/help-and-advice/capping

https://www.idmobile.co.uk/help-and-support/billing/bill-capping

If you wish to send ‘free’ MMS text messages then you need to use an app e.g. Whatsapp.

If you still can’t send texts then your best option is to contact an advisor via Live Chat to discuss this (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

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

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot.

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)

iD Mobile social media accounts:-

Instagram: @idmobileuk
Facebook: idmobileuk
X (formerly Twitter): @iD_Mobile_UK

or email socialqueries@idmobile.co.uk.

Good luck x

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

Decembersangel72Answer

Gold Contributor

Hi @Arthurphillips7

You don’t say what make/model phone you have so this advice is general.

Try these first:-
Toggle Airplane mode on and off, restart your phone, and check that your iD Mobile bill cap allows premium or shortcode numbers. If problems persist, verify your message centre number is set to +447958873000 or reset your phone's network settings.

Advanced Network Fixes

Reset Network Settings: Go to your phone settings, find the reset menu, and select Reset Network Settings (this clears out glitches with Three's network connection).

Check Message Centre: Verify inside your SMS app settings that the service center number is listed as +447958873000.

Toggle RCS/iMessage: Turn off iMessage (iPhone) or Chat/RCS features (Android), restart, and turn them back on.

Can you still receive text messages?

Are you trying to send an MMS text (containing pictures, photos, GIFs, videos or sound clips.) and not SMS??
You will be charged to send an MMS text:-
https://www.idmobile.co.uk/help-and-advice/call-charges

If you wish to send MMS messages then you also need to ensure that your bill cap is set higher than your monthly plan £ to cover them.
If you were able to send MMS messages previously then you may have hit your cap limit and now they won’t be sent until it is increased to cover the cost.

Here are 2 help pages with regards to Bill Capping:-
https://www.idmobile.co.uk/help-and-advice/capping

https://www.idmobile.co.uk/help-and-support/billing/bill-capping

If you wish to send ‘free’ MMS text messages then you need to use an app e.g. Whatsapp.

If you still can’t send texts then your best option is to contact an advisor via Live Chat to discuss this (The Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday) :-

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

When you contact the Live Chat :-

Type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot.

Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.

You can also contact iD Mobile by sending a private message via their Socials (Facebook, X or Instagram)

iD Mobile social media accounts:-

Instagram: @idmobileuk
Facebook: idmobileuk
X (formerly Twitter): @iD_Mobile_UK

or email socialqueries@idmobile.co.uk.

Good luck x

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

Owethu M

iD Mobile Employee

Hi @Arthurphillips7,

Please check if the number under settings is showing correctly:

For iPhone:
- Please go to Settings> Phone> My Number.
- Please change it to the number you wish to keep. It might not allow to change or save immediately.
- If the number does not change kindly open the Settings app. Tap General. Scroll down to the bottom of the list. Tap Reset. The "Reset" option is at the bottom of the Settings menu. ... Tap Reset Network Settings. Enter your passcode if prompted, then tap Reset Network Settings to confirm your choice. This will help.

For android:
To check or update the number shown on your Android device, please follow the steps below:

Check your phone number in settings
1. Go to Settings
2. Tap About Phone or About Device
3. Select Status
4. Tap My phone number
On some devices, this may appear under SIM Status or SIM Card Status within the Status menu.

Update number in Messages app (if applicable)
If your number is showing incorrectly in messaging:
1. Open the Messages app
2. Tap More (⋮)
3. Select Settings
4. Tap Advanced
5. Select Phone number
6. Enter the correct number associated with your SIM
7. Tap OK to save

If the number is still incorrect

Please try the following:
* Remove the SIM card
* Restart the device
* Reinsert the SIM card
* Check again in Phone Settings

Further troubleshooting

If the issue persists after rebooting:
* Insert the SIM into a different device
* Send a text message and check whether it displays:
- Your correct (ported) number, or
- The temporary number

This will help determine whether the issue is with the SIM or the handset.

Owethu

A

Arthurphillips7Author

New Contributor

That’s all sorted now. However my phone bill has come out more expensive than normal this month? Yet I have loads of data when I go on the mobile app.

can the exceeding amount please be refunded

thank you

M

Marquerita T

iD Mobile Employee

Hi @Arthurphillips7.

Thank you for your post.

Regarding your higher bill: this can happen when you’re charged for out‑of‑plan usage (for example roaming, premium numbers, or add‑ons) even though you still have data left in your standard UK allowance. Those extra charges are separate from your inclusive data, which is why the app still shows data remaining.

We aren’t able to refund charges for out‑of‑plan usage, as these are applied according to your plan terms.

Thanks,

Marquerita

The iD Mobile Team

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

A

Arthurphillips7Author

New Contributor

I havnt been anywhere to roam in the past month thought this is what I don’t understand?

M

Marquerita T

iD Mobile Employee

Hi @Arthurphillips7.

I understand why this is confusing if you haven’t been anywhere to roam in the past month.

Charges like this can sometimes appear if there’s been a change to your bill cycle; meaning you’re being charged for more than 30 days in one bill, or if there’s been any out-of-plan usage on your account.

To have this properly assessed, please could you contact us directly via : https://www.idmobile.co.uk/live-chat?

Our team can review your account, check exactly what the charges relate to, and explain them in detail.

Thanks,

Marquerita

The iD Mobile Team

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

W

Wardy0202

New Contributor

I have tried all the above and still have a red exclamation around a green message

tried everything so far and no luck