Hi ​@carolina_c,

We're sorry to hear you're having trouble with your Caller ID settings.

As you've already cleared the Phone app cache and restarted your device, we'd also recommend trying the following:

• Check that your phone is running the latest software update.
• Perform a network settings reset.
• Test your SIM in another handset (if possible) to see if the setting loads there.
• If you have access to another SIM, try it in your Fairphone to help determine whether the issue is with the handset or the SIM.

If the issue continues, please contact our Customer Service team via Live Chat so they can check whether there's anything on the line preventing Caller ID changes.

You can contact them here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team

Hi Gemma, thanks for your reply, update below:

• It is running the latest Android update
• The network settings reset did not fix it
• It is an eSIM so I don't know how to try it in another device
• When I switch to another SIM the option is available so the issue seems to be with the SIM

I will contact the live chat team.

Hi ​@carolina_c 

Thank you for your confirmation.

If the issue is related to the SIM card, our Live Chat Team will be happy to assist you further and, if necessary, arrange a replacement SIM card for you.

-Michael 

Hi! I spoke to the Live Chat team and they sent me a new SIM card, unfortunately I am still having the same issue on the new SIM card.

Hi ​@carolina_c,

I'm sorry to hear that you're still experiencing the same issue, even after trying a replacement SIM card.

As the replacement SIM hasn't resolved the problem, we'd recommend getting back in touch with our Customer Service Team so they can investigate this further.

You can contact them via Live Chat here: https://www.idmobile.co.uk/live-chat

Please let them know that you've already completed the troubleshooting steps and tested a replacement SIM, as this will help them continue the investigation and determine the next steps.

We apologise for the inconvenience this issue has caused and appreciate your patience while it's being looked into.

We hope this gets resolved for you as quickly as possible.

Regards,

Gemma M

The iD Mobile Social Media Team