Hi ​@ChHaSla 

Thank you for contacting us in regards to this issue. Maybe you could try doing a network reset.

Here are a few steps to do so: 

For iphone:                                                                                                               

1.Open Settings

2.Tap General

3.Scroll down and tap Transfer or Reset iPhone

4.Tap Reset

5.Tap Reset Network Settings

6.Enter your passcode (if required)

7.Confirm Reset Network Settings

 What it resets:

Wi-Fi networks & passwords

Mobile (cellular) settings

Bluetooth connections

VPN & APN settings.

For Android: 

1.Open Settings

2.Tap General Management

3.Tap Reset

4.Tap Reset Network Settings

5.Tap Reset Settings, then confirm with PIN/password.

If that does not work, then please get in touch via our Socials (Facebook or X), Live Chat, Community or email us at socialqueries@idmobile.co.uk, outlining the details of your query, we would like the opportunity to put things right.

Thank you.