What is the Samsung phone you’re using with your iD SIM, ​@MElizaRose? 

​@andewhite Its a Samsung Galaxy S22 - thanks for your help

Is the mobile data option set to use LTE or 4G, ​@MElizaRose? 

​@andewhite the sim card status in my settings says the mobile data network type is LTE

Can you receive calls on the S22 with your iD SIM, ​@MElizaRose? 

​@andewhite No, I've not been able to receive calls.

Okay ​@MElizaRose, do you still have your ‘old’ phone?

Perhaps you can check if your iD SIM works properly in a different phone.

​@andewhite Unfortunately it was smashed beyond use so this is not an option

Trying your iD SIM in a different phone would be useful, but understand this might not be possible. 

There’s a possibility your iD SIM is somehow damaged or faulty, ​@MElizaRose. 

A replacement iD SIM might fix your issues with calls. 

Thank you for your help ​@andewhite .

I can try use my sim in a friends phone when I have the opportunity. If it does work for them, would that indicate an issue with the phone itself?

Failing that, I will follow the steps to get a replacement sim.

Thanks again!

Thank you for your help ​@andewhite 

I will try in another phone when I have the chance. If it does work in another phone does this mean there is something wrong with my phone rather than the sim?

I will follow the steps to get a replacement sim if not. 

Thanks again!

Hey there ​@MElizaRose, we hope the kind advice from ​@andewhite has/will be able to help.

if you require further assistance or have further questions, please do let us know.

Thanks,

Tyler

​@Tyler ​@andewhite 

Hello all,

After your advice I spike with a live chat team member and they also concluded i get a new physical sim card.

My new sim card has arrived and I activated it last night, however I'm having the exact same issues as with the last one.

I dont suppose you have any further advice?

Best wishes,

Martha

Hi ​@MElizaRose 

Thanks for getting back in touch. 

As the new SIM is also having issues, it would indicate that this is a handset issue. 

Where was this purchased please? 

Natalie 

Hello ​@Natalie W 

I got the phone second hand from 

www.backmarket.co.uk

Many thanks,

Martha

Hey there ​@MElizaRose, thank you for letting us know. Unfortunately, as the device wasn’t purchased with us, it wouldn’t be in warranty to check for any faults or damage, or to offer a free repair. Therefore, we'd recommend contacting who you purchased off or your phone manufacturer to investigate the issue further, especially as you mentioned this issue only began to arise once purchasing this new phone.

Thanks,

Tyler

​@andewhite 

I just followed the article and it worked!! Thank you so much for your help!!!

That’s great to hear ​@MElizaRose, and thank you ​@andewhite for the support on this!

Have a lovely evening both.

Kind regards,

Tyler