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I can't make or receive calls from my SIM. What should I do?

  • July 31, 2024
  • 0 replies
  • 44632 views
iD Mobile
iD Mobile Employee

Having trouble making or receiving calls? We know that's frustrating, but don't worry! Here’s 5 steps to to help get you back on track:

 

Please note: This article applies to standard network based phone calls. If you're experiencing issues with services like FaceTime, Messenger, or WhatsApp, we suggest visiting their support pages.

 

Step 1 - Essential Checks.

 

Before diving into troubleshooting, do these essential checks. They can often resolve common calling issues or identify what could be causing the problem:

 

  1. Confirm your phone is compatible with 4G and 4G (VoLTE) Calling and they are enabled.

Three, iD Mobile’s network partner, has switched off their 3G network across the UK. This means your phone MUST support 4G and 4G (VoLTE) Calling (and these features MUST be switched ON) to make and receive calls.

First, double check our list of approved handsets to ensure 4G and 4G (VoLTE) Calling is supported on your phone.

  • If your phone is on our list of approved handsets: Follow the steps below to check 4G and 4G (VoLTE) Calling are enabled.
  • If your phone is not on our list of approved handsets: You’ll need to upgrade your phone to a model that supports 4G and 4G (VoLTE) Calling.

Here’s how to check if 4G and 4G (VoLTE) Calling are enabled on your phone:

 

I’m using an iPhone:

Learn more

 

Enable 4G and 4G (VoLTE) Calling: 

  1. Open ‘Settings’.

  2. Tap ‘Mobile Service’.

  3. Tap ‘Mobile Data options’.

  4. If you have a 5G capable iPhone, tap ‘5G Auto’ or ‘5G On’. If you have a 4G capable iPhone, tap ‘4G’.

  5. If you have a ‘VoLTE’ toggle, ensure this is switched ON.

 

I’m using a Samsung Galaxy:

Learn more

 

Enable 4G:

  1. Open ‘Settings’.

  2. Tap ‘Connections’.

  3. Tap ‘Mobile Networks’.

  4. Tap ‘Network Mode’.

  5. Choose 5G/LTE/3G/2G.

Enable 4G (VoLTE) Calling:

  1. Open ‘Settings’.

  2. Tap ‘Connections’.

  3. Tap ‘Mobile Networks’.

  4. Set the toggle for ‘VoLTE’ to ON.

 

Most other Android phones:

Learn more

 

Enable 4G:

  1. Open ‘Settings’.

  2. Tap ‘Network & internet’.

  3. Tap ‘SIMs’.

  4. Tap ‘Preferred Network Type’.

  5. Tap 5G or LTE.

Enable 4G (VoLTE) Calling:

  1. Open ‘Settings’.

  2. Tap ‘Network & internet’.

  3. Tap ‘SIMs’.

  4. Set the toggle for ‘4G Calling’ to ON.

 

If your settings are correct, and are still unable to make or receive calls, continue following the steps in this article.

 

 

  1. Review your iD Mobile account.

An issue with your account, like an unpaid bill, no remaining allowances, or a blocked SIM/eSIM, will prevent calls. Open the iD Mobile app or log-in to my.idmobile.co.uk. You’ll see your remaining allowances and if you have any Outstanding Payments on the ‘Home’ page. Then, to check if your SIM is blocked, tap Plan > Your SIM/eSIM > Block your SIM or eSIM > Check the toggle is set to OFF.

  • If you have no remaining allowances: You’ll need to purchase an Add-on to make or receive calls. Check out this Community article for more helpful information.
  • If you have outstanding payments: You'll need to clear your balance in full to make or receive calls.
  • If your SIM/eSIM is blocked: You’ll need to unblock your SIM/eSIM to make or receive calls.

If you have no outstanding payments, and your SIM/eSIM is not blocked, continue following the steps in this article.

 

 

  1. Check the network coverage and network outages in your area.

Signal or service issues in your area can prevent you from making or receiving calls. You can use our Coverage checker to check the signal strength in your area and our Status checker to find out about any ongoing network maintenance activities or outages in your area.

  • If you’re in an area with poor network coverage: This may affect your ability to make or receive calls. If you’re only affected when indoors, try enabling Wi-Fi Calling. Check out this Community article for more helpful information.
  • If there is a network issue in your area: There’s no need to contact us, Three, our Network Partner, will already be aware of the issue and will resolve it as soon as possible.

If there are no problems in your area, continue following the steps in this article.

 

 

  1. What calls are affected?

If you’re unable to make or receive calls from any number, continue following the steps in this article. However:

  • If you’re unable to make a call to a SPECIFIC number:
    • Some numbers are not included in your mobile plan and will incur additional costs. Check out this Community article to view all the types of numbers that will incur an out-of-plan charge. If you’re unable to call one of these numbers, you may have hit your Bill Cap. Check out this Community article for more information about how to change your Bill Cap.
    • If you’re trying to call an International number, first check that you’re using the correct dialling prefix (e.g +1 for USA). You’ll also need to enable ‘International’ in the iD Mobile app or on my.idmobile.co.uk. For Premium Rate numbers, simply enable the 'Premium' setting. Check out this Community article for more helpful information.
  • If you’re unable to receive a call from a SPECIFIC number:
    • Double check the contact has not been accidentally blocked on your phone. If the contact is not blocked, it is likely a fault with the other user's network. In this case, the problem lies with their service, not yours, and they will need to troubleshoot on their end.

 

 

  1. Check ‘Do Not Disturb’ or ‘Focus Mode’ are switched OFF.

These modes are designed to silence calls and notifications, so it's important to check they're not accidentally active. Here’s how:

  • iPhone:
    1. Open Control Centre (swipe down from the top-right of the screen on newer iPhones, or up from the bottom on older models).
    2. Look for the ‘Focus’ or ‘Do Not Disturb’ icon. If it's highlighted, tap it to turn it off.
  • Android:
    1. Open Quick Settings (swipe down from the top of the screen, sometimes twice).
    2. Look for the ‘Do Not Disturb’ toggle (it might be an icon like a circle with a line through it, or a moon). If it's active, tap it to turn it off.

If these modes are switched OFF, and are still unable to make or receive calls, continue following the steps in this article.

 

Did these steps resolve your issue?

 

Step 2 - SIM/eSIM Troubleshooting.

 

If you’ve tried the essential checks and are still unable to make or receive calls, the problem might be with your SIM card or eSIM. Follow the steps relevant to your SIM type:


I’m using a SIM card:

Learn more
  1. Remove your SIM card:

Before removing your SIM card, turn your phone off completely. You’ll need a SIM ejector tool (often included in your phone’s box) or a small, unfolded paperclip.

Insert the tool into the small hole next to the tray to pop it open. Gently pull out the SIM tray and carefully take the SIM card out of the tray.

 

 

  1. Inspect and clean your SIM card:

Check the gold contacts for any dust, dirt or smudges. Wipe the gold contacts very gently with a clean, dry, lint-free microfibre cloth.

 

 

  1. Reinsert your SIM card:

Pop your SIM card back in the SIM tray. If you are using a Dual SIM device, your iD Mobile SIM card MUST be in SIM Slot 1 for 4G (VoLTE) Calling to work.

Carefully slide the SIM tray back into the phone until it clicks securely into place. Turn your phone back on and see if you’re able to make or receive calls.


I’m using an eSIM:

Learn more
  1. Toggle your eSIM line OFF and then ON again.

This can refresh the connection of your eSIM profile. Here’s how you can do it:

  • I’m using an iPhone:
    1. Open Settings.
    2. Tap ‘Mobile Service’.
    3. Under the ‘SIMs’ section, tap your iD Mobile eSIM.
    4. Set the toggle for ‘Turn On This Line’ to OFF.
    5. Wait 60 seconds.
    6. Set the toggle for ‘Turn On This Line’ to ON.
  • I’m using a Samsung Galaxy:
    1. Open Settings.
    2. Tap ‘Connections’.
    3. Tap ‘SIM card manager’.
    4. Select your iD Mobile eSIM from the list.
    5. Set the toggle to OFF.
    6. Wait 60 seconds.
    7. Set the toggle to ON.
  • Most other Android phones:
    1. Open Settings.
    2. Tap ‘Network & Internet’.
    3. Tap ‘SIMs’.
    4. Select your iD Mobile eSIM from the list.
    5. Set the toggle to OFF.
    6. Wait 60 seconds.
    7. Set the toggle to ON.

Once you’ve refreshed the connection of your eSIM profile, see if you’re able to make or receive calls. If not, continue following the steps in this article.

 

Did these steps resolve your issue?

 

Step 3 - Perform a Manual Roam.

 

A Manual Roam resets your connection to our network, and can help with intermittent network problems. Here’s how to do it:

 

I’m using an iPhone:

Learn more

  1. Open Settings.

  2. Tap ‘Mobile Service’.

  3. Tap ‘Network Selection’.

  4. Turn off the ‘Automatic toggle’.

  5. Choose a different network (Vodafone, EE or O2 - UK).

  6. Wait for 1 minute.

  7. Switch the automatic toggle back on.

 

I’m using a Samsung Galaxy:

Learn more

  1. Open ‘Settings’.

  2. Tap ‘Connections’.

  3. Tap ‘Mobile Networks’.

  4. Tap ‘Network Operators’.

  5. Turn off the ‘Automatic toggle’.

  6. Select a different network (Vodafone, EE or O2 - UK).

  7. Wait for 1 minute.

  8. Switch the automatic toggle back on.

 

Most other Android phones:

Learn more

  1. Open ‘Settings’.

  2. Tap ‘Network & Internet’.

  3. Tap ‘Mobile network’.

  4. Tap ‘Advanced’.

  5. Tap ‘Network operators’.

  6. Select a different network (Vodafone, EE or O2 - UK).

  7. Wait for 1 minute.

  8. Switch back to Automatic selection.

 

Once you’ve performed a Manual Roam, see if you’re able to make or receive calls. If not, continue following the steps in this article.

 

Did these steps resolve your issue?

 

Step 4 - Phone Troubleshooting.

 

Still not working? Let's check your phone itself, to ensure your software and settings are correct. After each step, see if you’re able to make or receive calls:

 

I’m using an iPhone:

Learn more

  1. Make sure your iPhone software is up to date.

Here’s how:

  1. Open ‘Settings’.

  2. Tap ‘General’.

  3. Tap ‘Software Update’.

  4. If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Support article for more information.

  5. If you see ‘iOS is up to date’ - you’re good to go!

 

​​​

  1. Re-enter your Mobile Number.

In most cases, re-entering your Mobile Number on your iPhone can resolve issues with calls:

  1. Open ‘Settings’.

  2. Tap ‘Apps’.

  3. Tap ‘Phone’.

  4. Tap ‘My Number’.

  5. Enter your mobile number, using +44 instead of the first 0.

  6. Tap ‘Save’.

​​​​

 

  1. Dial this shortcake.

Open your Phone app and dial the below number to deactivate any call barring: #330*0000#

 

 

  1. Force restart your iPhone.

The classic switch it off and switch it back on again. If you’re unsure how to force restart your iPhone, please refer to this Apple Support article.

 

 

  1. Perform a Network Settings Reset.

As a last resort, perform a Network Settings Reset on your iPhone. Here’s how:

  1. Open ‘Settings’.

  2. Tap ‘General’.

  3. Tap ‘Transfer or Reset iPhone’.

  4. Tap ‘Reset’.

  5. Select ‘Reset Network Settings’.

  6. Enter your passcode, then tap ‘Reset Network Settings’.

 

Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.

 

I’m using a Samsung Galaxy:

Learn more

 

Please note: Some phones may have regional or network-specific firmware that prevents VoLTE from working, even if they were purchased in the UK. To check, you can use free third-party IMEI websites to confirm if your phone is using unlocked firmware and shows ‘United Kingdom’ as the country. If either of these isn’t the case, you’ll need to upgrade your phone to a UK model that supports 4G and 4G (VoLTE) Calling.

 

  1. Make sure your phone software is up to date.

Here’s how:

  1. Open ‘Settings’.

  2. Tap ‘Software update’.

  3. Tap ‘Download and install’.

  4. If new software is available, tap ‘Install now’. If you already have software up to date, latest update information will appear.

 

 

  1. Check your APN settings.

All phones bought from us should arrive with the right settings already configured. But if you’ve moved over to iD Mobile on a SIM Only Deal and kept your old phone, you may need to review the settings to get things like 4G (VoLTE) Calling to work. Our network (APN) settings are listed below:

 

Name

iD

APN

id

Username

<leave blank>

Password

<leave blank>

MMSC

http://mms.um.idmobile.co.uk:10021/mmsc

MMS Proxy

mms.idmobile.co.uk

MMS APN Username

<leave blank>

MMS APN Password

<leave blank>

MMS Port

8799

 

You can check and update your APN settings by following these steps:

  1. Open ‘Settings’.

  2. Tap ‘Connections’.

  3. Tap ‘Mobile Networks’.

  4. Tap ‘Access Point Names’.

  5. Tap the plus icon.

  6. Enter the APN settings above.

  7. Once complete, tap the menu icon.

  8. Tap ‘Save’.

  9. Tap the circle next to your new APN settings to select it.

 

 

  1. Dial this shortcake.

Open your Phone app and dial the below number to deactivate any call barring: #330*0000#

 

 

  1. Force restart your phone.

The classic switch it off and switch it back on again. If you’re unsure how to force restart your phone, please refer to your Device Manual for more information, or simply Google it!

 

 

  1. Perform a Network Settings Reset.

As a last resort, perform a Network Settings Reset on your phone. Here’s how:

  1. Open ‘Settings’.

  2. Tap ‘General management’.

  3. Tap ‘Reset’.

  4. Select ‘Reset Network Settings’.

 

Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.

 

Most other Android phones:

Learn more
 

  1. Make sure your phone software is up to date.

Here’s how:

  1. Open ‘Settings’.

  2. Tap ‘System’.

  3. Tap ‘Advanced’.

  4. Tap ‘System Update’.

  5. You’ll find your update status. Follow any steps on the screen.

 

 

  1. Check your APN settings.

All phones bought from us should arrive with the right settings already configured. But if you’ve moved over to iD Mobile on a SIM Only Deal and kept your old phone, you may need to review the settings to get things like 4G (VoLTE) Calling to work. Our network (APN) settings are listed below:

 

Name

iD

APN

id

Username

<leave blank>

Password

<leave blank>

MMSC

http://mms.um.idmobile.co.uk:10021/mmsc

MMS Proxy

mms.idmobile.co.uk

MMS APN Username

<leave blank>

MMS APN Password

<leave blank>

MMS Port

8799

 

You can check and update your APN settings by following these steps:

  1. Open ‘Settings'.
  2. Tap ‘Network & Internet’.
  3. Tap ‘SIMs’.
  4. Tap your iD Mobile SIM.
  5. Scroll down and tap ‘Access Point Names’.
  6. Tap the plus icon.
  7. Enter the APN settings above.
  8. Tap ‘Save’.
  9. Tap the circle next to your new APN settings to select it.

 

 

  1. Dial this shortcake.

Open your Phone app and dial the below number to deactivate any call barring: #330*0000#

 

 

  1. Force restart your phone.

The classic switch it off and switch it back on again. If you’re unsure how to force restart your phone, please refer to your Device Manual for more information, or simply Google it!

 

 

  1. Perform a Network Settings Reset.

As a last resort, perform a Network Settings Reset on your phone. Here’s how:

  1. Open ‘Settings’.

  2. Tap ‘System’.

  3. Tap ‘Advanced’.

  4. Tap ‘Reset options’.

  5. Select ‘Reset Network Settings’.

 

Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.

 

Did these steps resolve your issue?

 

Step 5 - One last check.

 

Don't worry, this is the last thing to try. This one last check will help us isolate the problem, so we know exactly how to get you sorted:

 

I’m using a SIM card:

Learn more
  1. Test your iD Mobile SIM card in another compatible phone.

Turn your phone off completely. Remove your iD Mobile SIM card and pop it into another compatible phone.

  • If you can make or receive calls on the other phone, then your phone might have a fault and may need repair. Check out this Community article for more helpful information. 
  • If you’re unable to make or receive calls on the other phone, pop your SIM back into your phone and contact us for further support.

 

 

  1. Test another SIM card in your phone.

Turn your phone off completely. Remove your iD Mobile SIM card and pop another SIM card (either your own, or someone else’s, such as a friend or family member) into your phone.

  • If you can make or receive calls using the other SIM card, then there may be a problem with your iD Mobile SIM card or services. Pop your iD Mobile SIM card back into your phone and contact us for further support.
  • If you’re unable to make or receive calls using the other SIM card, then your phone might have a fault and may need repair. Check out this Community article for more helpful information.

 

I’m using an eSIM:

Learn more
  1. Test another SIM card in your phone.

Turn your phone off completely. Remove your iD Mobile SIM card and pop another SIM card (either your own, or someone else’s, such as a friend or family member) into your phone.

  • If you can make or receive calls using the other SIM card, then there may be a problem with your iD Mobile SIM card or services. Pop your iD Mobile SIM card back into your phone and contact us for further support.
  • If you’re unable to make or receive calls using the other SIM card, then your phone might have a fault and may need repair. Check out this Community article for more helpful information. 

 

Still having issues?

 

We’re sorry to hear you’re still having issues making or receiving calls. Please contact us for further support, noting down the outcome from Step 5.

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