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New Contributor
April 19, 2026
Question

Primary number doesn’t work for all calls

  • April 19, 2026
  • 5 replies
  • 148 views

I recently changed over from EE to IDMobile. I did my phone number switch over when the SIM card arrived, with my old phone number becoming primary and the temporary number becoming secondary. For the most part the primary number works fine for phone iMessage and WhatsApp but when I call an IDmobile number the primary doesn’t work and I have to switch to secondary which is not ideal. How do I resolve this 

    5 replies

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    April 19, 2026

    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

     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    NacelleAuthor
    New Contributor
    April 19, 2026

    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 

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    April 19, 2026

    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

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    NacelleAuthor
    New Contributor
    April 19, 2026

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

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    April 19, 2026

    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

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.