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i cant text or make phone calls


I have been with ID for nearly 3 weeks & the service is atrocious!! 
I can’t make phone calls. I tried phoning ID complaints 3 times today & it said called failed!
I can receive texts from Samsungs but can’t reply. 

I been to curry’s & they gave me a new SIM card but still not working. 
I’ve done a network settings reset. 
I am paying for a contract that I can’t use. 
I want to cancel, give my phone bank & go with a reputable company 

20 replies

Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 8193 replies
  • October 21, 2024

Hi @Gina1303,

Welcome to the Community!

The link below may assist you with your query.

 

If you still have issues, please contact our Live Chat Team.

 

Kash


Peter England
Active Contributor
  • Active Contributor
  • 15 replies
  • November 7, 2024

I can’t make or receive calls 


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 8408 replies
  • November 8, 2024

Hi @Peter England 

 

Have you tried the above (and below) linked article?

 

 

Tom


Peter England
Active Contributor
  • Active Contributor
  • 15 replies
  • November 8, 2024

I am on my 3rd sim now. The whole process is so overly complicated 


Daz_S
Platinum 
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  • Platinum 
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  • 1627 replies
  • November 8, 2024

Hi there @Peter England 

I doubt trying 3 SIM’s is going to fix this and I totally understand where you’re coming from.

Your answer might be to look to see if you can enable LTE (if it isn’t already) on your phone, but more importantly enabling VoLTE on your phone.

On the above link:

  • Click on the learn more for your phone they have iPhone, Samsung and most other Android phones as their headings and those can be found towards the bottom of that link.
  • and read from steps 3 and 4.

 

Hope this helps


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 8408 replies
  • November 8, 2024

Hi @Peter England 

 

Okay, did you try the other steps in the linked article or have you only tried SIM swapping?

 

Tom


Peter England
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  • Active Contributor
  • 15 replies
  • November 8, 2024

Yes and customer service just state I need to swap my sim   


Daz_S
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  • 1627 replies
  • November 8, 2024

What’s the make and model of your phone @Peter England?

 

So you have checked your phone and VoLTE is enabled?

 

If you have VoLTE enabled:

  • or it doesn’t either show that option
  • or have the option but you don’t have the ability to turn it on or off then:

hopefully not, but this might explain why things aren’t going so well.

 

The possible reason why it’s either not there, or is but doesn’t work might be due to:

Some phones may have regional or network-specific firmware that prevents VoLTE from working, even if they were purchased in the UK. To check, you can use free third-party IMEI websites to confirm if your phone is using unlocked firmware and shows ‘United Kingdom’ as the country. If either of these isn’t the case and you’ve tried all troubleshooting steps but still can’t make calls, this could be why.

 

There are other possibilities too.


Peter England
Active Contributor
  • Active Contributor
  • 15 replies
  • November 8, 2024

It is an iPhone 15 supplied by ID mobile.  I cannot see an option for VOLTE


Peter England
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  • Active Contributor
  • 15 replies
  • November 8, 2024

Just frustrated and confused why ID mobile cannot sort this out. 

its being going on since September 


Daz_S
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  • November 8, 2024

Honestly @Peter England I understand your frustration

  1.  Make sure your iPhone software is up to date.

Here’s how:

  1. Open ‘Settings’.

  2. Tap ‘General’.

  3. Tap ‘Software Update’.

  4. If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Support article for more information.

  5. If you see ‘iOS is up to date’ - you’re good to go!

If you’ve confirmed that your iPhone is updated, yet can’t make calls, follow these steps to get back on track:

  1. *IMPORTANT* Enable 4G (LTE) and 4G (VoLTE) Calling.

Before enabling 4G (VoLTE) Calling, 4G MUST be enabled. To check, simply follow the steps below:

  1. Open ‘Settings’.
  2. Tap ‘Mobile Service’.
  3. Tap ‘Mobile Data options’.
  4. If you have a 5G capable iPhone, tap ‘5G Auto’ or ‘5G On’. If you have a 4G capable iPhone, tap ‘4G’.
  5. If you have a ‘VoLTE’ toggle, ensure this is switched ON
  1. *IMPORTANT* Re-enter your Mobile Number.

In most cases, re-entering your Mobile Number on your iPhone can resolve issues with calls.

  1. Open ‘Settings’.

  2. Tap ‘Apps’.

  3. Tap ‘Phone’.

  4. Tap ‘My Number’.

  5. Enter your mobile number, using +44 instead of the first 0.

  6. Tap ‘Save’.

 

I’m not an iPhone user myself, but those steps above should help

Does this help or not?

Or do you get stuck at a certain point?

 

 

 

 


Daz_S
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  • November 8, 2024
Peter England wrote:

...

its being going on since September 

That’s around the time (23rd to be precise) that Three starting switching off 3G.

And iD Mobile piggyback (iD are an MVNO) on the Three network.


Peter England
Active Contributor
  • Active Contributor
  • 15 replies
  • November 8, 2024

I do not have the option to change the settings to enable 5G or 4G. 
i have yet again reset my mobile number and as usual this does not work. 
I have never had any trouble with any previous network provider Until ID mobile.  
 

my work Sim allows me to make calls in this phone. So it is not the phone.  I could not make calls on my work phone with the previous physical sim, as I now have an ESIM cannot transfer this to my work phone.  


Daz_S
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  • November 8, 2024

Right okay @Peter England 

So if you follow this:

Settings → Mobile Service → Mobile Data Options → see if LTE is there instead of 5G or 4G

Also do you see the VoLTE toggle switch?

If this phone was supplied by iD Mobile then I really would’ve thought these options should be there 🙄


Peter England
Active Contributor
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  • 15 replies
  • November 8, 2024

It’s not I have already told you that!!


Daz_S
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  • November 8, 2024

I was only trying to help. I shall leave it to either another customer or hopefully a member of staff moving forwards.

Thanks.


Peter England
Active Contributor
  • Active Contributor
  • 15 replies
  • November 8, 2024

Sorry it just frustrating being asked all the same  questions on more than ten occasions.   


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 8408 replies
  • November 9, 2024

Hi @Peter England 

 

@Daz_S is only trying to help you here, they are not a iD Mobile employee, please be patient and respectful with all of our members.

 

If you’re in contact with multiple teams or channels about this you’re likely going to be asked the same questions multiple times, we don’t see what customer services are asking you.

 

If you’re already in touch with customer services about this we’d recommend continuing with them to help resolve your issue.

 

If you are not already in touch with them or would rather us pick this up with you privately, please let us know.

 

Tom


Peter England
Active Contributor
  • Active Contributor
  • 15 replies
  • November 9, 2024

Hi Tim,

I have reported to customer services and complaints. I have already apologised to Dan S. I didn’t realise he was not anID mobile employee.  I didn’t realise he was doing ID mobile job for them!!

 

I have been in touch with ID mobile almost daily and I will going to the ombudsman. As they can’t seem to help and keep asking me to do the same thing repeatedly.  


Tom
iD Mobile Employee
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  • iD Mobile Employee
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  • November 9, 2024

Hi @Peter England 

 

Okay, we’d recommend keeping with the complaints team in that case.

 

Tom