Hi ​@JessicaAndrews

Thanks for reaching out, and I’m really sorry for the trouble caused. Even if your plan includes international and premium calls, please double-check that these features are enabled in the iD Mobile app or via my.idmobile.co.uk. Also, make sure your bill cap is set high enough to allow chargeable services like international calls.

For voicemail, if you're seeing missed calls but can't access messages, try calling 123 or +447782 333 123 from another phone. If that doesn’t work, restarting your device and checking your voicemail settings in the app may help.

If the issue continues, please contact us via Facebook or Instagram, Live Chat, our Community page, or email socialqueries@idmobile.co.uk. We’d love to help get this sorted for you.

Lamiya 
iD Mobile Social Media Team

Hi Lamiya,

Thanks for your reply. I have checked, and every setting including voicemail is enabled. How do I check the cap amount and what should it be set to in order to allow international calls? I have also restarted my phone and tried calling 123, which hasn’t changed anything.

Livechat won’t work for me. I get this reply every time I try (have tried for at least 3 days at different times)

“I'll transfer you to a member of our Live Chat team.” followed by “I’m sorry. I’m not available to chat at this time. Please try again later and I will be glad to help you.

I will try emailing social queries, but since it’s not a social query, I’m not sure if that will work. 

Hi ​@JessicaAndrews ,

thanks for your follow-up.
 I understand how frustrating this must be, especially with Live Chat not working and voicemail still acting up. Your bill cap controls how much you can spend beyond your plan (e.g. for international calls). If it’s set too low, it may block those calls even if your plan includes them.

Here’s how to check and adjust it:
1. Log in to the iD Mobile app or My Account online.
2. Go to Bills.
3. Scroll down and tap Manage bill cap.
4. Use the slider or enter a new amount 
5. Tap Save to update. 

If you’re still unable to make calls or access voicemail after adjusting the cap, please do go ahead and email socialqueries@idmobile.co.uk even though it’s not a social query, the team there will still be able to help.

Lamiya 
iD Mobile Social Media Team