New Motorola G35 5G cannot make or receive calls / sms but can browse internet

Question

I’ve just got a new unlocked phone (Motorola G35 5G) for my elderly Dad after the 3G shut down and his old phone couldn’t handle 4G calls (despite being 4G mind), and transferred the SIM card from his old phone (the iD Mobile contract is in my name and I pay for it) to the new one, and everything seemed to be working fine...could make calls, send texts, browse the net.However the following day the phone cannot make any phone calls, I just get a busy signal no matter who I try to call. It can also not send or receive SMS texts. The strange thing though is that it can browse the net with mobile data and phone thinks it has connected OK. And yes this in on Mobile data not home Wi-Fi connection.I’ve checked all the settings in the phone and there isn’t anything obvious that I’ve missed. The phone is listed as supported on iD Mobile’s network and it did work when I first turned it on, but now doesn’t so I don’t think it’s the phone.Anyone help me here?

Zandile M · Answer

Hi, ​@Crazed WeevilThank you for getting in touch, and I’m sorry to hear about the problems your Dad is experiencing after moving his SIM into the new Motorola G35 5G. I understand how important it is for him to be able to make calls and send texts, especially after the 3G shutdown.From what you’ve described, the issue is most likely network-profile related, as the phone is able to use mobile data but cannot make calls or send/receive SMS. This can happen when the network settings need to refresh after a SIM swap. Please try the following steps:Settings → Network & Internet → Mobile Network → Preferred Network TypeSet to:5G/4G/3G (Auto)And restart your phone if the issue persists, please send us private message via our Socials(Facebook or Instagram), Live Chat, Community or email us at socialqueries@idmobile.co.uk, outlining the details of your query, we would like the opportunity to put things right.Thank you,ZandileThe iD Mobile Team

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