Community Member

switch not happened

1 reply
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It is my switch over day and nothing has happened other than my old network has gone so I am unable to use my old phone or new phone unless on WiFi. Unable to transfer number via phone and the app won’t allow me to add my new phone number to view my account.

Gemma M

iD Mobile Employee

Hi @Emma438,

We're sorry to hear you're having trouble on your switch-over day.

If your old network has already disconnected, it sounds like the transfer is in progress, but there can occasionally be a short delay before the iD Mobile service becomes fully active.

In the meantime, we'd recommend:

Making sure the iD Mobile SIM is inserted in the phone
Restarting the handset
Turning Airplane Mode on for 30 seconds, then back off
Checking that Mobile Data is enabled
Performing a network reset

iPhone

Settings
General
Transfer or Reset iPhone
Reset
Reset Network Settings

Android

Settings
System / General Management
Reset
Reset Network Settings

Once completed, restart the phone again and test calls, texts and data.

If you're still unable to connect after trying the above, please so that we can check the status of the transfer and ensure everything has completed correctly.

We apologise for the inconvenience and hope you're up and running very soon.

Regards,

Gemma M

The iD Mobile Social Media Team

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