issue with sim in new phone

4 replies
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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!?

Gemma M

iD Mobile Employee

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:

Go to Settings
Tap Messages
Turn iMessage OFF
Go to Settings > General
Tap Reset
Choose Reset Network Settings
Once your iPhone restarts, go back to Settings
Tap Messages
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

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D

dhfiejAuthor

New Contributor

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

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

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

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