I’ve been going round in circles for months trying to get my iD Mobile number fixed. I’ve never been able to get a strong mobile signal indoors (thick walls). However, I’m now certain that my Android phone (moto g(6), Model Number (SKU): XT1925-5) which used to work (and has my contacts list on it) is now unable to connect to iD at all, even outside.

I also know that phone isn’t on iD’s list of supported models, so I’ve borrowed a device (Google Pixel 3a) that is supported from my father (it still has his contacts, apps etc. on it (not mine)). When I put my iD Mobile SIM in the borrowed Google phone:

1. I can send and receive SMS messages (when outside)
2. I can use 4G Mobile Data (when outside)
3. I’m unable to make or receive calls anywhere, signal or no signal
4. WiFi Calling option doesn’t appear in the SIM Settings for the iD SIM*
5. 4G Calling option doesn’t appear in the SIM Settings for the iD SIM*

* if I borrow an EE SIM and put it into the borrowed Google phone, the missing options (see items 4 & 5 above) appear in the SIM Settings menu, then vanish again when I switch back to my iD SIM.

Despite at least three attempts to get this resolved, I’ve never even been given a support case number, so have been taken through the same troubleshooting steps each time (eg. rebooting phone, airplane mode etc.). Very frustrating. Nothing we’ve tried so far (including at least two replacement SIMs from iD - one through the post and one in-store at Currys - I’m now pretty confident that it’s not a SIM fault) has made any difference.

The relevant iD Mobile FAQ doesn’t even appear to be up-to-date:

Under Step 3, the FAQ claims that: “As the 3G network is being switched off across the UK, your phone MUST use 4G (VoLTE) to make calls.” As stated above, despite the fact that the Google Pixel 3a is on your list of approved handsets, and has a 4G Calling option with an EE SIM, there is no option for 4G Calling on the iD SIM in the same device. Also, while that statement was correct when Three were iD Mobile’s network provider; Three has now merged with Vodaphone. Unlike Three, Vodaphone has a 2G (GSM) network and, if I recall correctly, 2G is not due to be switched off until 2033. Shouldn’t I now be able to make and receive calls over Vodaphone’s 2G (GSM) network, even if VoLTE isn’t available with an iD SIM?

My parents have been telling me to leave iD for months now, and unless this is sorted soon I will do just that. I’ve already started looking at alternative providers, but would rather this is resolved so I can keep my current plan (I don’t need loads of data when out-and-about, that’s what the FTTP Broadband Internet connection at home is for!).