Not getting text or calls

Hey there @SallyP73, welcome to Community!

When you go into your phone settings, does your correct phone number show?

Thanks,

Tyler

Hi ​@Tyler & ​@iD Mobile appears I have the same issue. Signed up to ID a few weeks ago with switch from Three to kept my number scheduled for 18th. I can send texts and make calls but cannot receive either. Only realised this a couple of days ago when needed to get a verification code via text… have been trying to trouble shoot since then (chatbot no use and cant find solution in forum)

Can see that I have had no sms since day of switch (18th Feb) Oddly while I had both my Three eSim still active and ID eSim I noticed I had received lots of sms “backdated” from numbers / on topics I didn’t recognise (perhaps previous customer number).. 

• I can make calls and send texts but cannot receive them
• mobile data, wifi etc works 
• When trying to call my number I get the message “the number you have called is not recognised”
• Tried calling the number ID mobile originally assigned me - also doesn’t work, just get a beep and then disconnects 
• Have tried restart, reset etc 
• Have downloaded and activated replacement eSim from ID mobile - still didn’t resolve the issue 
• Am on latest Android version on Pixel 9 Pro 
• correct phone number is shown on under new (replacement) eSim - as was under orginal ID eSIM after switch
• mobile data turned on and I have connectivity

Looking for support please 

Hello ​@BenG 

Thanks for getting in touch. 

We are very sorry to hear you are experiencing this issue.

Can you please confirm if any previous eSIM’s are showing when you access the handsets settings? 

Thanks, 

Nat 

my “old” ID mobile eSIM is shown but I have disabled it, my number shows correctly under “new” eSIM, have removed previous network (three) eSIM last week 

I have also tested some of the suggested trouble shooting

• reset & restart
• going to manual network selection
• Checked APN settings are correct 
• Android software is up-to date

Thank you ​@BenG 

Does your handset give you the option to completely remove the disabled eSIM’s?

Nat 

Yes - as have removed the original (3) eSIM 

Thank you,  please remove the old iD Mobile eSIM from the handset and ensure your active eSIM is set as primary via the settings. 

Nat 

but that didn’t solve the issue the first time round 

have removed - new IDMobile eSIM was already set to primary 

Thank you. Now the SIM settings have updated, can you please perform a manual network reset? 

Nat 

Done 

Unfortunately that has not resolved the issue either

Hi ​@BenG,

Can you please try the SIM in another handset and check if that makes a difference?

Please can you also confirm the make and model of the handset?

We may need to send you a PM as the port may be split if all settings on the handset are correct.

Kash

Hi ​@Kash 

thanks for picking this up.

Not sure I can try the sim in another handset given it is an eSIM and believe the download code you issued me with works only once… please advise if there is a way. That being said receiving calls and texts worked fine on previous Three eSIM until porting day (18th Feb)  

As per my message yesterday device is a Google Pixel 9 Pro XL and I am in the latest version of Android

Ben 

Hi ​@BenG,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Kash