Hi ​@Limebasil,

Sorry to hear you’re having issues with iMessage.. it can be a pain! Did you try all the steps in this article as this goes beyond the normal steps.

If you go Settings > Click your Apple ID at the top > Sign-In & Security what number shows at the top? If it’s the temporary number, try removing it, waiting an hour, and see if you can then activate iMessage and FaceTime. Thanks.

yes, tried all of those steps.  My ported number shows at the top of sign in and security, however it also says “unavailable for imessage and facetime”.  I have tried removing it and re-adding it and it always says the same thing.  

​@Limebasil -

How long did you wait before re-adding it? Did you also remove the SIM / disable the eSIM profile. Typically you need to wait 30 minutes for it to de-register, sometimes a little longer, 60 minutes.

Is the phone number linked to an old device or different Apple ID? Sometimes this can cause activation to fail. Thanks.

yes, i re-added it the day after (ie i waited overnight to re-add).  and yes, I toggled the line off/on again.  

How would i know if the phone number is linked to a different device? 

Hi ​@Limebasil, 

Thank you for reaching out. We’re sorry to hear that you’re still having an issue with iMessages/Facetime activation. 

Kindly be advised that your number is tied to your Apple ID, not just the phone. To see All Devices Signed Into Your Apple ID:

To check devices:

1. Go to Settings

2. Tap your name at the top

3. Scroll down to see all devices signed into your Apple ID

If you see:

• An old iPhone

• An iPad

• A Mac

Or a device you don’t recognize

Tap it → choose Remove from Account

Thanks, 

Anneline

The iD Mobile Team 

ok thanks, i have my ipad linked to my apple ID, but imessage isn’t turned on my ipad so i am not sure how this would make a difference.

It was linked when I was with my old network provider so i am not sure why it would suddenly have become a problem when i moved my phone over to ID mobile? 

thanks! 

​@Limebasil -

It only happens if you recently upgraded your handset. If you’ve kept the same phone and the SIM is the only thing that changes, then it won’t be the case.

it’s not a new handset, i’ve had the same handset for over a year. 

Any update on this please? it’s still not working. 

Hi ​@Limebasil,

Have you tried a replacement SIM or eSIM? Sometimes, iPhones are very stubborn and refuse to connect to iMessage or FaceTime with the same SIM, no matter how many steps you try.

What SIM type are you using at the moment? Let me know, and I’ll walk you through the best next steps for a replacement.

Thanks.

I haven’t.  I currently have an e-sim.  Happy to try another esim or physical sim.  

Great. Let’s try a Physical SIM card. Are you near a Currys store? The quickest way to get a replacement SIM is by visiting one:

https://www.currys.co.uk/store-finder

Alternatively, we can post you one, but this takes 3-5 working days (it’s sent with Royal Mail).

Thanks.

post is fine as I can’t get to a curry’s until the weekend anyway.  

No worries ​@Limebasil, we can get that sorted. While we can’t get you a pSIM here on Community, our Live Chat team can help. You can contact them here:

https://www.idmobile.co.uk/live-chat

Type ‘Speak to someone’ to connect to an agent who’ll issue you a new pSIM.

If you’d like, we can also try a new eSIM. As this is something we can test instantly as it’s all digital.

First we’ll need to get a replacement eSIM. In the iD Mobile app:

1. Tap Plan.
2. Scroll down to Quick links.
3.  Tap Your SIM/eSIM.
4. Tap Request a replacement SIM or eSIM.
5. Tap Get a replacement eSIM.
6. Check your email address is correct, then tap Continue.
7. Tap Yes, I want a new eSIM.
8. All done! Tap Done.

This’ll get sent to your email. Once you’ve received your email, delete your old eSIM:

1. Open Settings.
2. Tap Mobile Service (or Mobile Data).
3. Select the eSIM you want to delete.
4. Tap Delete eSIM.
5. Tap Delete eSIM again to confirm.

This should remove your number from Apple ID → Sign-In & Security. If not, follow any prompts to do so.

I’d then deactivate iMessage & FaceTime from your iPhone:

1. Go to Settings > Apps > Messages > Send & Receive.
2. Tap your Apple ID (in blue at the bottom) and hit Sign Out.
3. Go back and switch iMessage OFF.
4. Repeat this for FaceTime: Go to Settings > Apps > FaceTime. Tap your Apple ID, sign out, and switch FaceTime OFF.

And then perform a Network Settings Reset:

1. Open Settings.
2. Tap General.
3. Tap Transfer or Reset iPhone.
4. Tap Reset.
5. Tap Reset Network Settings.

This’ll force your iPhone (and Apple’s iMessage & FaceTime Activation Servers) to forget your Mobile Number.

Then you’ll need to wait 60 minutes (typically it’s just 30, but I'd recommend waiting a little longer to make sure) and activate your eSIM by following the download instructions in the email.

Fingers crossed, that should work! 🤞

Appreciate it’s a lot of steps, iMessage & FaceTime can be such a pain (and stubborn) at times! I’ve had it happen myself. If this doesn’t work, it may be worth contacting Apple:

I’ve checked your account, and it sending the Suppressed SMS (this is a hidden SMS sent to Apple’s activation servers to activate iMessage and FaceTime). It tried lots of times on the 2nd, but then stopped after that. To me that suggests from a network side we’re doing everything we should be, but Apple has an issue on their side activating it.

Thanks.

ok thanks so much.  Just doing this now.  going to wait an hour and install the new e-sim, will let you know how I get on! 

it’s finally working!! thanks so much for all your help (and patience!). 

​@Limebasil -

Fantastic! Glad that got you back up and running. I’ll also update our troubleshooting guide to include getting a replacement SIM as a final step. Thanks!