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CCiDMobile
New Contributor
Oct 6, 2026 11:14 PM UTC
Question

Phone Number not moved properly

My new esim was swapped with PAC last week. Swap was confirmed by iD mobile, and my old number I wanted transfered shows on the app. However, my texts and calls are still going through on the temp number I was issued when I first received the SIM. My old contract with EE also doesnt seem to have ended.

 

Yes I have restarted my device, yes my old contract is in a state that is valid for swap and cancellation

    6 replies

    Hosai W
    iD Mobile Employee
    Hosai W
    iD Mobile Employee
    Oct 8, 2026 8:15 PM UTC

    Hi ​@CCiDMobile 

    Thank you for reaching out to us, please accept my apologies for any inconvenience caused to you in relation to the number issues after the transfer.

    Please try a network reset as well as confirm if the number is saved correctly in the handset settings.

    Thanks,
    Hosai

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    New Contributor
    CCiDMobileAuthor
    New Contributor
    Oct 8, 2026 9:59 PM UTC

    Can you let me know how to check those things please mate. I can receive texts and calls from my old number

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Oct 12, 2026 10:38 AM UTC

    Hi ​@CCiDMobile,

     

    We are so sorry to hear of the issues that you are currently facing. Please try the steps below, depending on the type of phone you have:

     

    For Android:

    1. Open Settings
    2. Tap General Management
    3. Tap Reset
    4. Select Reset network settings

     

    For iPhone:

    • Go to Settings
    • Tap Phone
    • Tap My Number
    • Delete the old number
    • Enter the new/current number
    • Tap Save

     

    Then follow these steps to refresh iMessage:

    1. Go to Settings
    2. Tap Messages
    3. Turn iMessage OFF
    4. Go to Settings > General
    5. Tap Reset
    6. Choose Reset Network Settings
    7. Once your iPhone restarts, go back to Settings
    8. Tap Messages
    9. Turn iMessage ON again

     

    Your iPhone should now recognise the SIM and verify your number to get it working again.
     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

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    Marquerita T
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    Oct 24, 2026 8:02 AM UTC

    Hi ​@CCiDMobile.

     

    Thanks for the update and for trying those steps. Since the number shows correctly in your settings and you’re still seeing the temporary number on outgoing calls and texts, we’d like to look into this more closely on our side.

     

    Please contact us directly through our live chat at https://www.idmobile.co.uk/live-chat.

     

    Our team can review the system to confirm whether your mobile number has been transferred over successfully.

     

    Thanks,

    Marquerita

    The iD Mobile Team

     

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