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New Contributor
February 8, 2026
Question

issue with sim in new phone

  • February 8, 2026
  • 4 replies
  • 150 views

I have a new phone and my existing IDMobile sim seems to partially works (I can use 4g etc and send/receive messages on WhatsApp and signal) but the actual phone number cannot make or receive calls or sms.  How can I get my phone number working again!?

    4 replies

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    February 8, 2026

    Hi ​@dhfiej 

     

    Thank you for getting in touch, and I am so sorry to hear of the issues that you are facing.

     

    Please try the steps below, depending on the type of phone you have:

     

    For Android:

    • Open Settings
    • Tap General Management
    • Tap Reset
    • Select Reset network settings

     

    For iPhone:

    • Go to Settings
    • Tap Phone
    • Tap My Number
    • Delete the old number
    • Enter the new number
    • Tap Save

    Then follow these steps to refresh iMessage:

    1. Go to Settings
    2. Tap Messages
    3. Turn iMessage OFF
    4. Go to Settings > General
    5. Tap Reset
    6. Choose Reset Network Settings
    7. Once your iPhone restarts, go back to Settings
    8. Tap Messages
    9. Turn iMessage ON again

    Your iPhone should now recognise the new SIM and verify your number.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    dhfiejAuthor
    New Contributor
    February 8, 2026

    Hi - thanks for a speedy help - I have done this, but it still doesn’t work. I have also been trying to connect with help via chat (and have followed all guidance about troubleshooting chat issues) but still can’t connect directly with your support team. Please help!

    WelshPaul
    Platinum 
Contributor
    Platinum 
Contributor
    February 8, 2026

    What phone is it?

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Decembersangel72
    Gold Contributor
    Gold Contributor
    February 15, 2026

    Hi ​@dhfiej 

    Does this new phone have VoLTE enabled? This is needed to connect to the 4G network.
    A quick internet search will tell you how to check this with your make/model of phone.
     

    If you contact the Live Chat again, type ‘talk to a person’ in the dialogue box and this will bypass the unhelpful chatbot and connect you with an actual person.

    Please be patient as the agents handle a few conversations at any one time so there will be a delay in connecting with an available agent and also any replies to your query.


    Hope this helps x

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.