Question

Are numbers/plans tied to handset/Andriod account or just to the SIM card?

Forum|Forum|23 days ago
April 4, 2026
2 replies
26 views

8EST Cymru
Active Contributor

My Andriod device (Moto g(6)) doesn’t seem to be on iD’s list of ‘approved’, compatible, phones. Nevertheless, I used to receive a satisfactory service, when outdoors, from iD with this phone. Sadly, that is no longer the case so I’ve borrowed an ‘approved’ device (Google Pixel 3a) from my father while I’m troubleshooting.

Unfortunately, becuase the Google Pixel isn’t mine, I’m not able to try some of the troubleshooting steps (like reseting network settings) on that device (I’ve tried that on my Moto, which didn’t fix anything). Also, as it’s a borrowed device, the Google account, contact list, apps etc. on the Google Pixel are different to those on my Moto g(6). Could this be causing issues with things like Voicemail and Wi-Fi calling, or is everything tied to the SIM and doesn’t care whose handset the SIM is put into?

+8

Gemma M
iD Mobile Employee
Forum|Forum|23 days ago
April 4, 2026

Hi @8EST Cymru,

Thanks for the detailed post, and I am so sorry to hear of the issues that you are facing.

First of all, just to reassure you, your phone number and plan are linked to your SIM card, not the handset itself. So if you move your SIM into another device (like the Google Pixel 3a), your number, allowances, voicemail and services all stay the same. The phone you’re using doesn’t change your number or your plan.

Things like your Google account, contacts, or apps on the borrowed device won’t affect your network service either. However, some features such as Wi-Fi Calling or Voicemail settings can sometimes behave differently depending on the device and how it’s set up, especially if it’s not your usual handset.

Since you’ve mentioned that the issue happens on both your Moto G6 and the Google Pixel 3a, that does suggest it may be more related to network settings or coverage rather than the device itself.

As part of troubleshooting, a network reset can often help clear out any incorrect settings and give the phone a fresh connection to the network. I completely understand your hesitation since it’s not your device, so it would definitely be best to check with the owner first to make sure they’re happy for you to try this.

If they’re okay with it, performing a network reset on the Pixel could be a really useful next step to see if it improves things. If not, we can then look into things like coverage in your area or SIM-related checks.

Let us know how you get on, and we’ll be happy to help further.

Regards,

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Like

8

8EST Cymru
Author
Active Contributor
Forum|Forum|17 days ago
April 10, 2026

Hi @8EST Cymru,

Things like your Google account, contacts, or apps on the borrowed device won’t affect your network service either. However, some features such as Wi-Fi Calling or Voicemail settings can sometimes behave differently depending on the device and how it’s set up, especially if it’s not your usual handset.

Thanks. Would you happen to know where the Wi-Fi Calling and VoLTE/4G Calling switches should be on either of the Andriod handsets I discussed above? My SIM is in the borrowed Google Pixel right now and those options certainly aren’t appearing on the Settings > Network and Internet > SIMs > iD screen (where they would be if put my Dad’s EE SIM in there instead).

As for voicemail, I don’t think I ever bothered to set it up - I only mentioned it because I thought setting it up now (as I’m assuming it’s effectively an internal call within iD) might help resolve the wider issues I’m currently having with calls. However, as with all other calls, dialing ‘123’ (from the Google Pixel, with my iD SIM) doesn’t seem to work.

As part of troubleshooting, a network reset can often help clear out any incorrect settings and give the phone a fresh connection to the network. I completely understand your hesitation since it’s not your device, so it would definitely be best to check with the owner first to make sure they’re happy for you to try this.

If they’re okay with it, performing a network reset on the Pixel could be a really useful next step to see if it improves things. If not, we can then look into things like coverage in your area or SIM-related checks.

I’ve finally managed to find the time to ask my father, and he was concerned about some data on the phone (such as photos he took on holiday) but was happy for me to carry on and reset the network settings. I have therefore now run the “Reset Wi-Fi, mobile & Bluetooth” command found under “Settings > System > Reset options” but I remain unable to find any Wi-Fi Calling and 4G Calling options, and calls are still broken.