Sim has disappeared

Hi ​@Rwyncoll 

Thank you for getting in touch, and I’m sorry for the inconvenience you’re experiencing while travelling. It sounds like your SIM has been disabled on your Google Pixel, which is why you currently have no signal.

To turn your SIM back on, please follow these steps:

Steps to Reactivate Your SIM on Google Pixel:

1. Go to Settings > Network & Internet > SIMs.
2. Locate your iD Mobile SIM and check if the toggle next to it is turned off.
3. Switch the toggle on to reactivate your SIM.
4. If you still don’t get a signal, try restarting your phone.

If you continue to have no signal or cannot turn the SIM on, please let us know so that we can organise a physical SIM for you. (Please note if you want an eSIM you would have to contact out Live Chat or DM via our social platforms.)

Owethu

Hi Owethu, thank you for your support. When i go to Settings > Network & Internet > SIMs, the Sun area is filled out completely so I can not take any further action.

I tried restarting my phone but it remains the same. The only thing that I haven't tried is trying to take my SIM card in and out. Would that do anything?

What do you recommend as a next step?

Thanks so much,

Rachel

Hi ​@Rwyncoll,

I’m very sorry to hear about the issues you’re experiencing.

If the current setup isn’t working for you, the next best option would be to set your bill cap to £0.00 to help avoid any unexpected charges.

Here’s how you can do this in the iD Mobile app:

1. Steps to Increase Cap Limit in iD Mobile App:
2. Open the app and log in.
3. Tap on the Bills tab.
4. Select Manage bill cap.
5. Adjust the slider to your preferred amount.
6. Save/Confirm the changes.

Regards,

Gemma M

The iD Mobile Social Media Team 

Hi Gemma, I think you misunderstood my issue. My SIM has disappeared so I can't use my phone as usual. I tried to turn it back on in my settings but it doesn't appear there. 

I need to turn my SIM on again. How do I do that if it doesn't appear in my settings on my phone?

Hi ​@Rwyncoll 

Thank you for getting in touch with us.

Please send us a private message so we can access your account securely and assist you further with your query.

Thank you,

Zandile M

The iD Mobile Team

Hi Zandile, how do I send a private message on the website?

Hi ​@Rwyncoll 

Could you please try one more thing for me? If it doesn’t work, I’ll send you a private message.

Can you do a mobile network reset for me please via the steps below.

Reset Mobile Network Settings (Google Pixel)
Open Settings
Scroll down and tap System
Tap Reset options
Select Reset mobile network settings
Choose your iD Mobile SIM (if prompted)
Tap Reset settings
Enter your PIN / pattern if required
Confirm the reset

After the Reset (Important)
Restart your phone
Turn Mobile data ON
Go to:
Settings → Network & Internet → SIMs
Make sure:
Preferred network = 4G/5G
Automatically select network = ON

After you are done, check if the option to turn on SIM is available and you can be able to use it.

Michael Z