Primary number doesn’t work for all calls

Hi ​@Nacelle,

Sorry to hear about the confusion with your numbers since switching over, I know that’s not ideal!

What you’re experiencing is actually quite common after a number transfer (PAC). While most services (like calls, iMessage, and WhatsApp) update automatically, some parts of the network can take a little longer to fully recognise your transferred number. In some cases, a manual update is needed to get everything lined up properly.

Here are a couple of things you can try:

For iPhone:

• Go to Settings
• Tap Phone
• Select My Number
• Check it shows your number in the format +44XXXXXXXXXX
• If not, update it and save

For Android:

• Go to Settings
• Tap About Phone or About Device
• Select Status or SIM Status
• Look for My Phone Number
• If there’s an option to edit it, make sure it’s saved as +44XXXXXXXXXX

Perform a network reset

This helps your phone fully reconnect to the network with the correct number.

For iPhone:

• Go to Settings
• Tap General
• Select Transfer or Reset iPhone
• Tap Reset
• Choose Reset Network Settings

For Android:

• Go to Settings
• Tap General Management or System
• Select Reset or Reset Options
• Tap Reset Network Settings

After doing both steps, restart your phone and test calling an iD Mobile number again.

If it’s still not working after that, just let us know and we can take a closer look for you.

Regards,

Gemma M

The iD Mobile Social Media Team

Many thanks for the information Gemma. I’ve tried both suggestions on my iPhone but unfortunately I still have the same issue. Any further suggestions appreciated 

Hi ​@Nacelle,

Thanks for trying those steps and sorry to hear the issue is still ongoing.

If you’re seeing both a temporary and primary number on your iPhone, this can sometimes cause confusion with calling and network selection after a number transfer. If you’re no longer using the temporary number, you can safely remove it so your phone only uses your primary (ported) number.

What to do:

• Go to Settings
• Tap Mobile Data / Cellular
• Look under your SIMs or Mobile Plans
• Select the temporary number
• Choose the option to remove/delete mobile plan (or disable it)

Once that’s done, restart your iPhone and ensure your primary number is set as the default line for calls and data.

This usually helps resolve issues like the one you’re experiencing after a switch.

If you’re still having problems after this, just let us know and we’ll be happy to take another look for you.

Regards,

Gemma M

The iD Mobile Social Media Team

Unfortunately still not successful. When I switch off the secondary/ temporary number I loose the  mobile signal all together 

Hi ​@Nacelle,

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

We'll speak to you there.

Regards,

Gemma M

The iD Mobile Social Media Team