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

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447 replies

Cwersy
Rank

Hi, I have just upgraded my monthly plan with ID and received the new Sim which I have activated in my existing phone (Honor 9 lite). My signal is good in my area and I had no probs with old ID Sim. It is now showing ‘emergency calls only’, no signal bars and cant make or receive calls. I have carried out your checks in the threads above to no avail, can you help please

Kash
Rank
Userlevel 7
Badge +7

@Anthony Hickey,

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.
Cwersy
Rank

Further to this, I have placed the new sim in my wife's phone (Galaxy S9) and shows the same issue i.e  emergency calls only no signal etc. I have just tried the old Sim into my phone and is working! so does that mean I can use the existing sim card and still get the upgrade I am paying for? 

Kash
Rank
Userlevel 7
Badge +7

Hi @Alan Grice,

Has your replacement SIM been activated?

If not let us know here and we can get it activated via PM.

 

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.
Jacob Pinball
Rank

My card is not working can you help, I am pulling my hair and no luck IMEI: [REDACTED]

L
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.

I have Put my ID SIM card in a new iPhone 7 and it says it does not support his network . 

U
Rank
Userlevel 1

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

Hi Kash,

  1. Newest software installed on handset and still not working.
  2. Tried different sim in handset and that is working fine. (Phone is also unlocked to all networks)
  3. Tried the new sim in a different handset and that is not working either

I think it is the sim that isn’t working. I can’t seem to order a new sim either as I can’t register for the id mobile app as to register you have to verify your phone number with a text to the new id number which isn’t working.

 

any help in resolving this matter I would be grateful for.

thanks.

Toby McIntyre
Rank

My Sim has stopped working, i have tried everything this article says. my phoen works with another providers SIM in it, so its not the hardware, I have tried the SIM in another phone and it didnt work. 

 

Tom
Rank
Userlevel 7
Badge +4

Hi @Jacob Pinball 

 

Please could you give us a little more information on your case?

 

Has your SIM card worked previously?

 

Have you tried a network settings reset?

 

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.
Ryan
Rank
Userlevel 6
Badge +10

Hi @Lisa Novell,

It is likely that the iPhone 7 which you are using is locked to another network if you are seeing the “Not Supported” message. You should contact your previous provider to ask them to unlock the phone for you in order to use our SIM card.

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.
Ryan
Rank
Userlevel 6
Badge +10

Hi @indiajenner, @David Mooney & @Ansong,

I am sorry to hear about those issues. Do you still need help with your SIM card problems?

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.
SC LU
Rank

Hello,

I placed an order on 17 December 2022 for an unlimited data sim as a Christmas present.

Only now try to use it for the first time, despite putting the SIM into three different 4G capable mobile phones, none of them can detect the SIM, all displayed no SIM, even after switch OFF then ON the mobile phones.  So it seems the SIM is faulty.  Could you send a replacement urgently.

I can provide the Order number if you request.

L
Rank

I have purchased a new phone and sim, when I have put the sim into the new handset I get an ‘invalid sim’ notification

Mohammed
Rank
Userlevel 7
Badge +10

Hey @SC LU,

You should be able to get a free replacement via Currys and then activate it but if you want us to get one sent out via DPD please let us know  and we will PM you here.

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.
Kash
Rank
Userlevel 7
Badge +7

Hi @Luke M41,

Welcome to the Community!

Have you tested the SIM in a different handset?

The SIM should be active already but it may be a faulty SIM.

If the SIM doesn’t work in the other handset you can collect a SIM from Curry’s or we can get one sent out.

 

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.
Cwersy
Rank

Many thanks Ryan, will carry on using the old Sim.

It would be helpful in future, if perhaps this option was communicated with the the information contained the Sim.

P
Rank
Userlevel 1

Just received my new phone and SIM, inserted the SIM into the phone and it doesn’t detect it being there. Please help!

 

Pete.

C
Rank

Hello,

I have had a new phone via ccontract which was due to activate today, but it says no sim, no service. 

I've also transferred my number over and when I contacted customer service I was told it would work by 6pm. I contacted them via chat again at 7pm and was told to leave it a couple more hours. 

It's still saying No Sim, which I'd assume is an issue with the sim not the network as its not being detected?

Tried all of the usual steps with no luck.

 

My other phone has now cut off so I need this to work, my number also needs to be transferred to the new sim.

 

Can someone help please,  as I've moved from another provider and starting to regret my decision.

 

Thank you

G
Rank

14075646595079009903

 

 Sim is blocked but app shows its active. hit block sim in app and app continues to show sim active but sim remains blocked. The blocked sim is my teen sons phone sim. I phoned and spoke with ID before you locked down and asked ID to block it coz of bad behaviour. I was told I could unblock from my app. However it remains blocked

  •  
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Sent from my Samsung Galaxy smartphone.

P
Rank
Userlevel 1

My SIM card isn’t working. I am sure it is broken. Please replace it.

I am already very unimpressed with the so-called “customer service” on offer

J
Rank

Hi All, My sim isnt working either. Tried in another Iphone and get the No Sim message. Only received the Sim today with a new contract. When i try to Set up mobile service within the new iphone im getting a message saying ‘Your SIM I not Supported, This phone number cant be transfered because this feature is not supported by your network provider

B
Rank

Hi, i have just got a new phone and sim package from ID mobile.. The SIM is not working. The new phone is not registering any SIM in there... The new phone does however register and work with another SIM, therefore not a fault with the phone but the SIM. please can you help me, i am currently without a phone :(

WelshPaul
Rank
Userlevel 8
Badge +6

Your iD Mobile SIM card should work regardless of your number being ported over @Carriem.  All iD Mobile SIMS are supposed to be sent out active (with a temporary number). However, if your number was due to port over today then it’s possible that the port is in the process of completing. It can take up until 10pm to complete. 

https://www.idmobile.co.uk/help-and-advice/switching-to-idmobile

Mohammed
Rank
Userlevel 7
Badge +10

Hello @Grantinka 

 

If we’ve put a suspension on the account services at your request, we’ll need to manually lift this.

 

If you message us via Social Media (Twitter @id_mobile_uk) or Facebook (idmobileuk) we’ll be happy to support.

 

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.
Mike Brown
Rank

I have a ID Mobile sim with unlimited data. Arrived today & successfully activated it in an iPhone.

I want to use it in a Vodafone r219z mobile wi-fi device. But when I insert it & log in it says “no sim or invalid sim”

I assume the r219z is unlocked because it recognises a Lebara sim.

Does anyone know if it should work? 

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