after switching phones my daughter can't call or text or recieve either, data is fine though

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My daughter just go a new phone and switched her sim over, Data seems to work fine with wifi off, but texts and calls wont,

I have tried turning on of airplane more, checking the apn, checking the network operator in the settings, Switching her sim to my phone works fine

Any ideas on why, do I need to unlock this new phone? it was a refurnished phone

T

Timwest100Author

New Contributor

Additionally, I have tried resetting network settings, maunual network selection and made sure VoLTE is on

T

Timwest100Author

New Contributor

Also I cant set up her id mobile account properly as it wont match her deatils of phone number, last name and dob. so I am a bit stuck

Gemma M

iD Mobile Employee

Hi @Timwest100,

I’m sorry to hear you’re having trouble with calls and texts on the refurbished phone, especially after you’ve already completed so much troubleshooting.

As the SIM works correctly when placed into another phone, we’d recommend contacting our Live Chat team to arrange a replacement SIM so this can be tested and ruled out completely. A replacement SIM is part of the troubleshooting process before the issue can be escalated further if necessary.

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

Once you receive and activate the replacement SIM, please test calls and texts again in the new phone. If the problem continues, the team can then look at the next steps and raise a technical ticket where required.

The Live Chat team can also assist with the account access issue you mentioned, as they’ll be able to complete the necessary security checks and investigate why the details aren’t being recognised.

Regards,

Gemma M
The iD Mobile Social Media Team

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