No service

Hello ​@dry24leaves 

Thank you for reaching out to us here on the community. 

We are very sorry to hear you are experiencing issues with the service. 

Can you please confirm your handset make/model?

Nat 

Hi ​@dry24leaves 
Your phone (iPhone 14) is on the iD Mobile approved handsets so will work with 4G on this network.
Can you still send/receive texts and use your data? 
Do you have VoLTE (Voice over LTE) enabled on your phone?
To check, see this link:-
https://support.apple.com/en-gb/109019

You will need to connect to the LTE network to be able to make/receive calls.

Hope this helps but if not then let us know x

Thanks for the info, but it has not worked. Do you have an email address for idmobile? it,s the only way left for me to contact them as #i can not get in to    helpdesk, nor phone. Any texts i# try are not sent and i have still not had a reply to the  to tetter I sent 3 weeks ago.

Hi ​@dry24leaves,

You can contact our Live Chat Team via the link below:

https://www.idmobile.co.uk/live-chat

If you have any issues we can send you a PM here.

Kash

Hi there ​@dry24leaves 

Having just looked into this thread I can see a scammer must have posted a message to you. There forum username is/was javad_bahramzadeh

What details did this person request?

And did you give any answers to this scammer?

Also, from reading your posts, let me see if I’ve got this right

1. you transferred your old number from EE to iD sometime in October
2. you now can’t make or receive calls since transferring to iD
3. what fixes did you try to install on your iPhone 14 as none of the solutions need downloading
4. you wrote “ helpp2 desk who say my details do not match and end the calls”. What number have you been told to call as iD don’t have a phone number for support. They only have a chat for support that requires typing in questions/answers etc
5. oddly even though you can’t call iD, iD have managed to send you texts about payments
6. You’re 71 years young, live alone and have a heart condition. Have you looked into whether iD class you as a vulnerable customer - I’ll post these details shortly
7. neither your original number nor the temporary one supplied by iD are recognised by the online account portal or the app (if you downloaded the app)
8. You’ve been trying to access the service since 29th October
9. you would like an email address to contact iD
10. You’ve written to iD and they’ve not even bothered to return a letter in response.

As you are receiving texts from iD it must mean the number is working. So this might be a phone setting issue. The advice ​@Decembersangel72 offered should have sorted the call issue.

Or maybe the port process (the method to move your number) hasn’t completed correctly and only the text side of the account is working. Only iD can verify this, however trying a replacement SIM can sometimes fix issues like yours.

Did this javad person give you a phone number to call, if so please don’t call it. Also although you may feel embarrassed we really could do with knowing what was asked by this person.

Please read this document regarding vulnerable customers as these may be able to help you more than what I can, plus there is a free phone number -  0800 049 2376 - granted you can’t use your phone but maybe a family member, friend or neighbour might allow you to use their phone.

• I'm a vulnreable customer. How do I contact iD Mobile? F.A.Q.

I did not send any details to javed . As previously stated, I can not make or receive phone calls. My number is now showing some family I do not recognise on Whatsapp. I don’t know what phone number has been put on my phone. I have tried tht chat line but it does not understand the problem and when I do get a person they will not reply as they say my details do not match, although I have visited the local store twice already and been told the details they can see on screen are the same as i gave them1 Any texts from idmobile do not allow a reply. I wanted an email address to contact them as I have no other means of contact. none of the suggested fixes have worked. I have not phoned anyone- I have no service! I am not regarded as a vulnerable person. I am still waiting for a reply to my letter. My next step is contacting Ofcom as nothing else is being done to fix the problem. 

Hey there ​@Decembersangel72, sorry to hear that. Please try the following:

1) Turn off iMessage (Settings > Messages)
2) Restart your phone (by pressing and holding the on/off button)
3) Tap Settings > Phone > My Number and confirm that it is correct. 
4) If it is not correct, please enter the correct number
5) Turn iMessage back to On (Settings > Messages)
6) Finally, go to Settings > Messages > Send & Receive and see if the correct number is displayed under "Start new conversations from:"

If you are having issues with step 4 please reset network settings and try again.

Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.
 

If the above doesn’t work first time, please try the above steps again, but with the phone in flight mode. If not working still, please try the above steps in order one more time, with the SIM outside the phone, then restart the phone.

If none of this works, please turn off iMessage, restart your phone and then try a call.

Thanks,

Tyler

Hi there ​@dry24leaves 

Thanks for confirming no details were exchanged. I’m a customer like yourself so thought I’d check just in case this was somehow related to your ongoing issue.

The post directly above this one was probably meant for you. Have you tried any of this yet?

I don’t use an iPhone so my knowledge on these is limited. I simply can’t answer why your phone isn’t able to make an outgoing call, even if the wrong number is stored on it. Most others can still call out regardless and their issue is the wrong number is showing to others. But maybe in some cases the wrong number does inhibit outgoing calls.

The number you appear to be referring to could have been the provisional iD mobile number on the SIM card. This should have been deleted when your number was moved to the iD SIM.

Have you or could you try your SIM in another phone to see if it works?