For 3 days I have been unable to receive or make phone calls

Hi @Linda White 

What phone do you have? 
Is it on the Approved Handsets list for use with the 4G network? 
https://www.idmobile.co.uk/help-and-advice/approved-handsets
Have you checked if the 3G network has been turned off in your area? 
https://www.idmobile.co.uk/help-and-advice/coverage
Has your device been set up to connect to the VoLTE (4G Calling) network?
Even though ‘4G/3G/2G (auto connect)’ is selected you may need to have ‘LTE’ provisioned on your phone to connect to the network. 
4G is the generic label given to the ‘4th Generation network’ and not the ACTUAL network type which is VoLTE (Voice over LTE).
e.g. this is what I see on my SG J4+

If you don’t see VoLTE or LTE then ‘Google’ is your friend with regards to how to move forward.
You may also have to look at other networks that will support your phone.
Let us know if we can help you futher x

Hi  I managed to get it sorted late last night and it seems to be down to the 2 SIM cards so I have a new one on its way to me.  Many thanks for your response.

Hi @Linda White 

Let us know how the replacement SIMs go.

Tom

Not yet sorted!  I have activated my new SIM but I am still unable to receive and make calls.  I must have something blocking this function so am going to try to speak to someone again to talk me through everything.  It’s probably something very simple!

Hi again

Having followed all the available information above and online I have further information.  I have a Samsung Galaxy J6 French registered phone.  

Since installing my new SIM card last week I have it on automatic updates but when I tap software updates it indicates software is up to date but there is no record of updates showing.  I don’t know if the problem is that I haven’t had the update that should enable my phone to access LTE or if this phone is just not compatible.

Any help would be gratefully received as I just end up with the final instruction to Mobile Networks - Network Mode - Install 4G Calling which is obviously not there.

Linda

Hi @Linda White 

Your phone is compatible with the VoLTE network and should have the ability to connect to it.
I am unsure (as I have no experience) as to whether a French registered phone would be part of the problem but I shouldn’t think so as all 4G networks are ‘VoLTE’ so whether you are in the UK or France you would still need this connection.

I had the same problem with a SG J4+ and this is what was needed to enable the use of VoLTE/WiFi Calling with all networks the phone is compatible with.
https://community.idmobile.co.uk/ask%2Da%2Dquestion%2D18/just%2Dsome%2Dbasic%2Dquestions%2Dabout%2Dnew%2Dsim%2Dcard%2Dvolte%2Dupgrade%2D68606

If you are unsure if this is really required to get your phone working then follow the instructions below  and I’ll try to confirm one way or another if Flashing your phone is the way to go.
Go to Settings - About phone - Software information.
Look at the details under Service Provider SW Ver. and let me know what the details are.
This was the SW ver. on the SG J4+ :-

x x 

Hi @Linda White 

Thanks for getting back to us here on the community. 

Can you please follow the steps suggested by @Decembersangel72 and let us know how you get on?

Thank you @Decembersangel72 for your assistance. 

Nat 

I have just had a go and haven’t got past the first step.  My phone is not showing a service provider but is indicating FTM which I understand means Field Test Mode.  Have tried the simple suggestions for getting out of this by pressing volumn and power keys, which did not work.  I will now have to try the next suggestion of removing the battery but for this I will have to go to my local friendly repair guy.  

Stress!!!

Linda

Hi @Linda White,

Please let us know how you get on.

You can visit your local Curry’s store for this to be checked.

You can contact our Live Chat Team for further assistance.

Kash

I have had no luck so I decided to take it to a local mobile phone repair shop who have helped me in the past.  They are doing a diagnostic check as there seemed to be a few issues now.

Hi @Linda White 

Thank you for keeping us updated.

Please do let us know how you get on.

Thanks, 

Nat 

I have received my mobile back from the repairers.  While they had it they did a diagnostic check and a general clean.  They also tried SIM cards that they had from other companies and the phone was able to make and received calls with them but it still does not through my ID Mobile SIM.  My husband is with iD Mobile and we swapped SIMs and my one worked in his phone but his did not in my phone!   Everything else on my mobile is working, just not able to make or receive calls.  So where to go to from here?  Go to another company or can ID Mobile make any suggestions as to what the problem is? Odd!

Hi @Linda White 
Because the details for your phones ‘Service Provider SW ver’ is FTM it looks like the handset is locked into the the ‘official firmware updates’ for France. I think this means that unless you are connected to a French network you will not be able to get the relevant updates to be able use the LTE network.
https://eu.community.samsung.com/t5/galaxy-a-series/list-of-samsung-galaxy-csc-country-specific-product-code-region/td-p/2497939

I had the same problem whereas my phone was locked to Vodafone(UK) for updates.
This is a post aI reponded to with regards to the problem. Even if you purchase a ‘new’ phone you may still come across the same problem.

‘Flashing’ a phone to uncontrolled/unbranded software is simple to do but PLEASE do your own research before going forward.
x 

Thanks for all your help.  Unfortunately the mobile seemed to be locked somehow and we just couldn't get Id Mobile to allow calls. All suggestions were tried!  I have had to change to another provider and, so far, calls can be made and received.  

Hi @Linda White 

We are very sorry to hear the problem has not been resolved. 

Have you now cancelled the service with iD Mobile?

Thanks, 

Nat

I believe so.  A message "The requested URL was rejected...... etc" comes up if I try to check.

Hey there @Linda White, sorry to hear that.

In that case, we wish you all the best with your new network, but please do let us know if you need anything else.

Thanks,

Tyler