Hi ​@Jc1907,

We’re really sorry to hear about the ongoing issues you’ve experienced with your eSIM and service, and we completely understand how frustrating this must be.

From what you’ve described, it sounds like there may have been a disruption during the eSIM re-provisioning process and subsequent SIM swaps, which can sometimes temporarily affect calling, texting, and data services until the network fully updates your SIM profile.

At this stage, the best next step would be to ensure your account has a fresh SIM/eSIM re-provisioning request raised, as multiple changes in a short period (eSIM to physical SIM and back again) can occasionally cause a mismatch on the network side that needs resetting.

We’d recommend contacting our Live Chat team again so they can:

• Check your current SIM/eSIM status on the network
• Remove any conflicting or inactive SIM profiles
• Reissue a fresh eSIM or confirm activation of your physical SIM
• Fully restore voice, text, and data services

You can reach them here: https://www.idmobile.co.uk/live-chat

We’re sorry for the inconvenience this has caused and appreciate your patience while this is resolved. Once everything is back up and running, the team can also review your account options if you’re looking to make changes to your plan.

Regards,

Gemma M

The iD Mobile Social Media Team

I've been doing this since last Friday... It's like banging your head against a wall... I was told yesterday that my issue would be resolved by today.... But today I've been told there's issues with my SIM profile???? 

8 days without been able to call people... 

Getting a physical SIM on Tuesday has got my mobile data back... But still can't call 

Hi ​@Jc1907,

We're really sorry to hear you're still experiencing this issue.

As you've now got a physical SIM and your mobile data is working again, we'd recommend giving it a little more time to see if your calling service also starts working.

If you're still unable to make or receive calls with the physical SIM, then the next step would be for our Customer Service team to log a technical ticket so our network team can investigate the SIM profile further.

We appreciate how frustrating this has been and hope it's resolved for you as soon as possible.

Regards,

Gemma M

The iD Mobile Social Media Team

My SIM appears to work in another phone but not mine, I've a Lebara SIM which works fine and a smarty eSIM that doesn't.

I visited Currys yesterday and the guy there thinks there must be a fault with my phone? It's odd why some Sims work and others don't.. 

Hi ​@Jc1907, 

Thank you for your response. 

It sounds like the issue may be with the handset itself. Kindly please confirm if the handset was purchased directly from iD Mobile? 

Thanks, 

Anneline