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.

2. 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.

3. Reinsert your SIM card:

Pop your SIM card back in the SIM tray. 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 use mobile data.

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 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 use mobile data. If not, continue following the steps in this article.

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.

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.

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.

1. Enable Mobile Data.

1. Open ‘Settings’.

2. Tap ‘Mobile Service’.

3. Ensure the ‘Mobile Data’ toggle is turned ON.

2. Check for VPNs or Profiles.

Old configuration profiles or VPN apps can block your internet connection. Removing them often fixes data issues.

1. Open ‘Settings’.

2. Tap ‘General’.

3. Tap ‘VPN & Device Management’.

4. If you see a VPN status of 'Connected', try turning it off. If you see any old Configuration Profiles listed that you don't recognise, delete them.

3. 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’.

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4. 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.

5. 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’.

1. Enable Mobile Data.

1. Open ‘Settings’.

2. Tap ‘Connections’.

3. Tap ‘Data Usage’.

4. Ensure ‘Mobile Data’ is switched ON.

2. Check Data Warnings & Limits.

Android phones have a feature that disables data when you hit a limit set on the phone itself, even if you still have data left on your plan.

1. In the ‘Data Usage’ menu, tap ‘Billing cycle and data warning’.

2. Ensure ‘Set data limit’ is switched OFF.

3. 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.

4. 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 mobile data to work. Our network (APN) settings are listed below:

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.

5. 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’.

1. Enable Mobile Data.

1. Open ‘Settings’.

2. Tap ‘Network & Internet’.

3. Tap ‘SIMs’.

4. Ensure ‘Mobile Data’ is switched ON.

2. Check Data Warnings & Limits.

Android phones have a feature that disables data when you hit a limit set on the phone itself, even if you still have data left on your plan.

1. Open ‘Settings’.

2. Tap ‘Network & Internet’.

3. Tap ‘Data saver' or 'Data usage'.

4. Look for 'Data warning & limit'.

5. Ensure ‘Set data limit’ is switched OFF.

3. 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.

4. 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 mobile data to work. Our network (APN) settings are listed below:

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.

5. 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’.

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 use mobile data 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 use mobile data on the other phone, pop your SIM back into your phone and contact us for further support.

2. 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 use mobile data 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 use mobile data 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.

1. Test a physical SIM card in your phone.

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

• If you CAN use Mobile Data with the physical SIM:

  This means your phone hardware is working perfectly. The issue is likely with your iD Mobile eSIM or account. Please contact us so we can check your settings or arrange a replacement eSIM.

• If you CAN’T use Mobile Data with the physical SIM:

  This suggests your phone might have a hardware fault and may need repair. Check out this Community article for more helpful information.