Hey there ​@Jacqui Halse, sorry to hear that.

Has the SIM activation completed please?

Can you send a screenshot of what you’re seeing?

Thanks,

Tyler

Are these physical SIMs or eSIMs? There are some Samsung phones that appear to be failing when an eSIM has been used. If your phone has only ever had a physical SIM then yours should be okay.

The Esim wasn't physical but my usual ID mobile one is a physical sim card

HI Tyler,

Yes I did my sim activation 

So you have 2 different numbers with iD?

Or are both of the them using the same iD number? If this is the case only the newest SIM or eSIM should be installed on the phone, not both. For reasons that I can’t recall, the other thing to be aware of is that iD Mobile prefer their SIM or eSIM in SIM slot 1 on the phone.

It may also now be an eSIM use problem. IDK

Hey there ​@Jacqui Halse, if you have more than one SIM card or contract with us, then only one can be activated/inside the phone at one time.

Do you have more than one iD SIM card activated for the phone currently please?

Thanks,

Tyler

Thanks Tyler, 

I have 1 sim in my phone. 

Expecting a new one in the post this morning. 

Do I activate it before I insert it ?

Thanks for taking the time to respond 

Hi ​@Jacqui Halse 

In the SIM manager screenshotted earlier it looks like you may have 2 SIMs.

If you have a replacement coming, it may be best to delete any SIMs you have there now, then insert the SIM you desire to use.

You can insert then activate, activate then insert, either way.

Tom