Community Member

unable to make calls woth automated voice saying i need to add more minutes but my plan is unlimited

8 replies
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When I try and make a phone call I just get an automated voice saying ‘you are currently unable to make any calls due to capped limit’ so I can’t call anyone but my plan gives me unlimited minuets.. Please help?

Call issue

Hosai W

iD Mobile Employee

Hi @Katebosher

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

I'll speak to you there.

Thanks,
Hosai

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CharFJ

Active Contributor

In the App & Website, it won’t let me increase my capped limit over £25. Which I have already reached.
Although I have unlimited texts, I’m unable to make a call to an 0845 number, which I know incurs extra charges. I keep getting the recorded message saying I can’t make a call without topping up or increasing my capped limit!! Arggh, it won’t let me!!

Owethu M

iD Mobile Employee

Hi @CharFJ,

Thank you for getting in touch, and I’m sorry for the frustration you’ve experienced trying to increase your Bill Cap and make your call to the 0845 number. I understand how annoying it must be to keep receiving the recorded message when the app and website won’t let you make the changes you need.

As you’ve already reached your current £25 Bill Cap, you’ll need to add credit to your account for an amount similar to the increase you’d like to make to your Bill Cap.

Once you’ve added the credit, please contact our Live Chat team so they can assist you with increasing your Bill Cap and check what options are available to allow you to make the call.

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

We apologise again for the inconvenience and appreciate your patience while you get this sorted.

Owethu

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CharFJ

Active Contributor

I have a Pay Monthly account, not Pay as You Go. How do I add credit to that account? Every time I go to the Help Section it says I have unlimited calls, which I know, it doesn’t help with making calls to 0845 numbers though. 😬

Gemma M

iD Mobile Employee

Hi @CharFJ,

Thanks for getting in touch.

0845 numbers are not included in your standard allowance, so you'll need available spending outside of your monthly plan to call them.

You don't add credit to a Pay Monthly account in the same way as a Pay As You Go account. Instead, we'd recommend checking your bill cap and increasing it if needed, as this allows charges for out-of-plan services such as 0845 numbers.

You can manage your bill cap through the iD Mobile app or your online account under your plan settings.

Regards,

Gemma M
The iD Mobile Social Media Team

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CharFJ

Active Contributor

I have tried on the Website and in the App but it will not let me increase my Billing Cap. The BOT tells me that I cannot extend it until my next Billing cycle. So frustrating.

Marquerita T

iD Mobile Employee

Hi @CharFJ.

Thank you for letting us know. I’m sorry for the frustration this has caused when trying to increase your bill cap.

Please contact our team directly and we’ll be happy to look into it for you. We can check whether you may have already reached your bill cap for this month. If you haven’t, we can set it to the amount you’d prefer.

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

Thanks,

Marquerita

The iD Mobile Team

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CharFJ

Active Contributor

I have tried this, getting past the chat bot is frustrating, after eventually getting through to a person I was disconnected and no follow up email to let me know that my Bill cap was lifted by the £10 I was told to credit???