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

iD Mobile
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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.

446 replies

Cara McGranaghan
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Hi @Cara McGranaghan,

Welcome to Community!

You may require a new SIM card which you can have delivered or collect from your local Curry’s store.

Please let us know if you require further assistance, please let us know.

 

Kash

Hi Kash,

Please could I have a new one sent to me

Thanks 

Cara

Kash
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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.
Luke Malone
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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

Toby McIntyre
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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
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Hi @Luke Malone & @Toby McIntyre 

 

We believe the issue you’ve both had is unrelated to anything on this thread.

 

We're very sorry for any disruption, we are aware of the issue/outage and we are currently working on this as a high priority. We hope to have this resolved as soon as possible. Thank you for your patience with us.

 

 

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.
A
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Mine and my partners iD mobile sims stopped working yesterday, he’s on android and his is now working fine, I’m on iPhone and mine is still not making or accepting calls. I’ve put my sim into his phone and I was able to make a call, however when I put it back in my phone it isn’t working. I need to get this sorted as soon as possible as I’m expecting some very important calls, so any help is greatly appreciated.

Kash
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Hi @anne09,

Welcome to the Community!

It sounds like it may be a handset issue.

Please can you check your phone/call settings on your handset.

It may also be worth resetting your network settings to see if that fixes things.

 

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.
G
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Just moved my number from Three onto iD. Three disconnected my services on Monday and iD hasn’t activated it fully. I still can’t receive texts messages or send it. However I do have 4G and can call people but not text. All agents told me to restart my phone but I did that 5 times. Why can I not send messages or even activate my iMessage…

Tom
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Hi @G Suvorovs 

 

Sorry to hear this, have you tried a network settings reset?

 

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.
G
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Hi @G Suvorovs 

 

Sorry to hear this, have you tried a network settings reset?

 

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 Have tried everything. Force resetting my iPhone 12 every 6hours, and then resetting my Network Settings. I have tried different SIMs including taking them out, waiting 30min then putting it in and Airplane Mode. Everything, including what customer service said to me. I can’t even switch to different provider now because I cannot text and receive a PAC code…

Tom
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Userlevel 7
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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.
Jacob Pinball
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My card is not working can you help, I am pulling my hair and no luck IMEI: [REDACTED]

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

Kash
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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.
C
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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

WelshPaul
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Userlevel 8
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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

C
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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

Thanks @WelshPaul 

I was advised that it was complete, but I should wait.

If its complete, I'm assuming there's an issue?

I'll wait until tomorrow and then I need to sort a new sim card. 

 

WelshPaul
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If it’s not working by now, then the SIM is probably faulty. Either way, there isn’t anything you can do until tomorrow. The quickest way to obtain a replacement SIM would be to pop into your local Curry’s store and ask for a free replacement.

Kash
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Userlevel 7
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Hi @Carriem,

Welcome to the Community!

If you can’t get to a Curry’s store, please let us know and we can get a SIM card 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.
Daymo
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Hi, I have tried all the advice on flight mode turning off, check imei, check coverage, you name it, still getting apple not recognised.  I have been at this hours, BTW its an old apple 6s that  is on the compatible.  HELP PLEASE

WelshPaul
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Userlevel 8
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Then do what was suggested in the posts above and obtain a replacement SIM. You can pick one up from your local Curry’s store at no cost or speak to a live chat agent tomorrow and request one be sent out to you.

Mike Townshend
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Hi there, my daughter is struggling to make her new sim work in her iphone 12. We’ve tried all the recommended fixes but no luck. Any suggestions? It just says ‘sim failed’

Finlay Eagleson
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Iv done everything stated at the start of this thread. Iv just moved my sim from my samsung a14 to my s24 and it does not set up the data. Below are the differences between using WiFi and having my data on

 

WelshPaul
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Userlevel 8
Badge +6

There is nothing wrong with your SIM. The issue you have is that you have little to no signal. 

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