Hi ​@yarpiin, 

We’re sorry to hear about the experience you’ve had. 

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks,

Anneline

Issue has been fixed now, 

It took a while but rsaolved sucessfuly.

Hi ​@yarpiin,

We are glad to hear that your issue has been resolved. 

Please do not hesitate to get back in touch if you require any further assistance in the future.

Regards,

Gemma M

The iD Mobile Social Media Team

Could you please advise what was the issue and how to fix it?

Hi ​@neon31, 

I’m really sorry, but I’m not able to go into the outcome or the specific issue here, as that would mean accessing the customer’s account and I’m unable to do that without their consent.

They may have already been contacted privately and given the steps needed to resolve the issue, which isn’t always shared publicly for privacy reasons. I do understand this may be frustrating, and I’m sorry for any inconvenience caused.

Thanks,

Tashnieka

The iD Mobile Support Team

Thank you for response. Could you advise if someone at iD side can assign phone number to the SIM card? I see on settings that it's not assigned (thus can't call or message) but from my research on Android phones only network provider can change it.

Hi ​@neon31,

Thanks for your reply.

The phone number showing as "Unknown" or not appearing in your phone's settings isn't usually a sign that there's a problem with your iD Mobile service. Many Android devices don't automatically display the phone number stored on the SIM, even when everything is working correctly.

As you're unable to make calls or send texts, could you try the following:

• Turn your phone off, remove the SIM, wait a minute, then reinsert it and switch the phone back on.
• Make sure Airplane Mode is turned off.
• Check that the SIM is enabled in Settings > Connections > SIM Manager (the wording may vary depending on your device).
• Try manually selecting a network by going to Settings > Mobile Networks > Network Operators and choosing iD Mobile if available.
• Reset your network settings.
• Check whether a software update is available for your phone.

If the SIM works in another phone but not in your usual handset, that would point towards a phone settings or handset issue. However, if the problem continues after trying the above, we'd recommend contacting our Customer Service Team via Live Chat so they can run some checks and test whether a replacement SIM may help: https://www.idmobile.co.uk/live-chat

We hope this gets you back up and running soon.

Regards,

Gemma M

The iD Mobile Social Media Team