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What to do if your new SIM isn’t working.

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447 replies

Kash
Rank
Userlevel 7
Badge +7

Hi @SLH2022,

Welcome to the Community!

Your SIM should work right away.

It sounds like the SIM may be faulty, please let us know if you would like one sent or to collect one from your local Curry’s store.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
H
Rank

I bought a SIM only contract and my SIM card is not working in my compatible device (Google Pixel 3a). I inserted the SIM into another device and it works there, so unsure why it isn't working in my device. Any help would be greatly appreciated.

H
Rank

I bought a SIM only contract and my SIM card is not working in my compatible device (Google Pixel 3a). I inserted the SIM into another device and it works there, so unsure why it isn't working in my device. Any help would be greatly appreciated.

I have tried all of the suggestions on the help page but it hasn't worked

Tom
Rank
Userlevel 7
Badge +4

Hi @Humpy29 

 

This typically happens when the SIM card is switched off in the device, have you tried resetting network settings on the Pixel 3a?

 

Settings > System > Reset options > Reset Wi-Fi, mobile & Bluetooth

 

Resetting network settings will NOT reset any personal data (Photos, Videos, Contacts etc) only network settings.

 

If that doesn’t work, it may be worth picking up a replacement SIM card from your local Currys and activating it at the following link;

 

https://my.idmobile.co.uk/ja/web/cpw/sim-swap

 

Alternatively we can have one sent out via DPD if you wish, if you would prefer this, please let us know so we can get in touch.

 

Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
H
Rank

Hi @Humpy29 

 

This typically happens when the SIM card is switched off in the device, have you tried resetting network settings on the Pixel 3a?

 

Settings > System > Reset options > Reset Wi-Fi, mobile & Bluetooth

 

Resetting network settings will NOT reset any personal data (Photos, Videos, Contacts etc) only network settings.

 

If that doesn’t work, it may be worth picking up a replacement SIM card from your local Currys and activating it at the following link;

 

https://my.idmobile.co.uk/ja/web/cpw/sim-swap

 

Alternatively we can have one sent out via DPD if you wish, if you would prefer this, please let us know so we can get in touch.

 

Tom

Hi Tom,

Thanks for taking the time to try to help me. I just got a new SIM card from Currys as they suggested we tried that, however I am still getting the same problem of no network. I also tried your suggestion to reset the network settings. Would you happen to know what else to try?

Many thanks!

Steve Ring
Rank

My new sim has stopped working

Kash
Rank
Userlevel 7
Badge +7

Hi @Steve Ring,

Welcome to the Community!

Was it a replacement SIM or a new contract SIM?

I would advise trying the SIM in a different handset and if it still doesn’t work you can collect one from your local Curry’s store.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Tom
Rank
Userlevel 7
Badge +4

Hi @G Suvorovs 

 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

 

We’ll see you there. 

 

Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Joanna Fairbanks
Rank

SIM card is saying data has all been used but there is plenty left when we looked. Daughter can now not use her phone to contact me when not in the wifi mode

Kash
Rank
Userlevel 7
Badge +7

Hi @user15129,

Does the handset have the latest software installed?

Also has a replacement SIM card been tested? It may be worth trying a new SIM in the handset.

If the SIM works in another handset it will likely be a handset issue.

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Mohammed
Rank
Userlevel 7
Badge +10

Hello @Mark Bennett,

Have you sorted this since? We can send a replacement SIM out to you to see if it fixes this.

Let us know if you want us to PM you. 

 

@real_g_man,

It sounds like the device is faulty. 

If you contact Google they can assist further with a warranty repair if it’s still in the warranty period. 

 

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
andewhite
Rank
Userlevel 8
Badge +9

SIM card is saying data has all been used but there is plenty left when we looked. Daughter can now not use her phone to contact me when not in the wifi mode

You don’t need data to make a call, unless using WhatsApp or something similar.

U
Rank
Userlevel 1

Hi, 

my new SIM card isn’t working and I was hoping you could help.

- I followed the advice that is on this SIM card guide if it isn’t working and that hasn’t worked,

-I’ve double checked that my phone is unlocked to all networks and it is

- I have scheduled my change over for within this time range and have put the sun in on this date.

-It seems my phone isn’t reading the sim- when I first put it in it said no SIM card detected.

thanks for your help.

Tom
Rank
Userlevel 7
Badge +4

Hi @user15129 

 

Sorry to hear this, please could you let us know what device you’re attempting to use the iD Mobile SIM card inside?

 

Have you tried resetting your network settings with the iD Mobile SIM card inside?

 

For iPhone;

Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.

 

For Android;

Settings > System > Reset options > Reset Wi-Fi, mobile & Bluetooth

 

Resetting network settings will NOT reset any personal data (Photos, Videos, Contacts etc) only network settings.

 

Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
U
Rank
Userlevel 1

Hi @user15129 

 

Sorry to hear this, please could you let us know what device you’re attempting to use the iD Mobile SIM card inside?

 

Have you tried resetting your network settings with the iD Mobile SIM card inside?

 

For iPhone;

Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.

 

For Android;

Settings > System > Reset options > Reset Wi-Fi, mobile & Bluetooth

 

Resetting network settings will NOT reset any personal data (Photos, Videos, Contacts etc) only network settings.

 

Tom

Hi,

thanks for your suggestion. I’ve tried this next step you’ve suggested and that’s not worked either. The phone I am trying to insert my sim into is an iPhone XS. Any other suggestions? 

Many thanks for your help

Rory
Rank
Userlevel 5
Badge +6

Hi @Joanna Fairbanks, I can see you’ve contacted us on social media regarding this so we’ll continue to assist there.

 

Thank you,

Rory

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Anthony Hickey
Rank
Userlevel 1

If you receive a new SIM card from us and it doesn’t seem to be working, we recommend you check a couple of important things first:
 

1. Check your coverage


Use our handy online coverage checker to find out the signal strength in your area. You can search by postcode - so you can check all the places you usually use your phone, like your home and work addresses. And you can view both 3G and 4G coverage.

Need more info on this? Read our ‘How to check coverage’ article.

 

 

2. Are you using a compatible handset?


If your handset isn’t approved/compatible with iD Mobile, your ability to use our services may be affected. Click here to view our list of approved and compatible handsets.

All the handsets we provide with an iD Mobile plan are compatible with our network, as you’d expect. So if you’ve got one of those you should be fine.

If you purchased a SIM only iD plan and are using an iD compatible handset you bought elsewhere with it, you should also be fine!

 

 

 

 

Tried the above and it’s still not working?


If you've tried the above and your SIM still doesn’t appear to be working, follow these troubleshooting steps.

 

 

  • Put your phone into flight mode, leave it for 30 seconds, and then disable flight mode.
  • Check that the SIM card is inserted correctly.
  • Restart your device.
  • Turn off your device, remove your SIM, and clean it using a micro-fibre cloth. Then re-insert it and try again.
  • Try the SIM card in another 'iD compatible handset', and test the connection in a few locations to see if the SIM connects. If you don’t experience any issues with the other handset, your original phone may be at fault.

If none of the above works you can post a question below, and we'll help you out.

My sim card still doesn't work its not even showing in the sim checker in the setting I have had the phone a week now and can't get this resolved 

Kash
Rank
Userlevel 7
Badge +7

Hi @Cara McGranaghan,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Valerie Kernaghan
Rank

Hi, I signed up for a new 2 year contract with iD in December, I received new phone (compatible) last month and my old contract with different network ended  today so when i went to insert my iD sim card it wont register on the new phone. My daughter has a iD sim so i checked it on her phone and it wont register  her compatible phone either.

Luke Malone
Rank

My sim has just stopped working today. My wife is on the same network and hers is fine. I’ve tried it in another phone and still not working. I think I need a new sim

Paul Ballard
Rank
Userlevel 1

I’d like a little help as nothing seems to be work, app or sim.

Just received a new S24 Ultra with monthly contract. Phone ok, but sim isn’t working at all.

Tried in another phone (Note9) not working, tried my old Sky sim in S24 and that’s working fine.

Tried the airplane mode, switch off, restarted and cleaned sim.. still not recognised.

Not too happy with the amount of money spent on deal, i would’ve though by reading the simcard pack that the sim would work straight away.

Please someone advise,

Thanks

Paul

C
Rank

Hi,

I received my new pay monthly sim card and phone yesterday. The sim card is not recognised by my phone (which is compatible) and isn't recognised in my old phone either. My old sim card works fine in my phone so it seems like it's a sim card issue.

Do I need a replacement sim card?

Also I have already started the process of transferring my current number to my new sim card (i did this prior to realising it didnt work) and the PAC code etc has been sent. It is due to transfer on Monday. I'm worried I'll loose access to my existing mobile number as the sim it's moving to does not work.

If I get a replacement sim card, will I still be able to transfer my existing number to it? 

 

Thanks.

 

S
Rank
Userlevel 1

Hi,

I received my new pay monthly sim card and phone yesterday. The sim card is not recognised by my phone (which is compatible) and isn't recognised in my old phone either. My old sim card works fine in my phone so it seems like it's a sim card issue.

Do I need a replacement sim card?

Also I have already started the process of transferring my current number to my new sim card (i did this prior to realising it didnt work) and the PAC code etc has been sent. It is due to transfer on Monday. I'm worried I'll loose access to my existing mobile number as the sim it's moving to does not work.

If I get a replacement sim card, will I still be able to transfer my existing number to it? 

 

Thanks.

 

Trust me they will do nothing to help and everything to fob you off to make sure that you are out with the cooling off period.  I have been months without my number transfering properly and still no further ahead.  Genuinely awful company with non existent customer service.  Just look at how they handled the outage yesterday (which is still on going for some people) to give you an idea of how this company operates 

L

My old sim won't work in new fone

G
Rank

If you receive a new SIM card from us and it doesn’t seem to be working, we recommend you check a couple of important things first:
 

1. Check your coverage


Use our handy online coverage checker to find out the signal strength in your area. You can search by postcode - so you can check all the places you usually use your phone, like your home and work addresses. And you can view both 3G and 4G coverage.

Need more info on this? Read our ‘How to check coverage’ article.

 

 

2. Are you using a compatible handset?


If your handset isn’t approved/compatible with iD Mobile, your ability to use our services may be affected. Click here to view our list of approved and compatible handsets.

All the handsets we provide with an iD Mobile plan are compatible with our network, as you’d expect. So if you’ve got one of those you should be fine.

If you purchased a SIM only iD plan and are using an iD compatible handset you bought elsewhere with it, you should also be fine!

 

 

 

 

Tried the above and it’s still not working?


If you've tried the above and your SIM still doesn’t appear to be working, follow these troubleshooting steps.

 

 

  • Put your phone into flight mode, leave it for 30 seconds, and then disable flight mode.
  • Check that the SIM card is inserted correctly.
  • Restart your device.
  • Turn off your device, remove your SIM, and clean it using a micro-fibre cloth. Then re-insert it and try again.
  • Try the SIM card in another 'iD compatible handset', and test the connection in a few locations to see if the SIM connects. If you don’t experience any issues with the other handset, your original phone may be at fault.

If none of the above works you can post a question below, and we'll help you out.


Dear ID,

None of the above suggested solutions work. I transferred to ID mobile this week and received a new phone and new Sim that states it will work from the box. The Sim does not work in the phone and states ‘no sim’ so now I’m currently paying for phone contract that doesn’t work. Please provide a solution that will enable me to actually use the service. Your app and other contact services also do not work. 

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