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Urgent - Porting Issue: Can make calls and send texts, but not receive calls or texts

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My transfer to iD mobile was apparently completed on the 22nd March. At that point I was unable to make or receive calls or texts so the support team sent me a new SIM card and I did some troubleshooting steps. I can now make calls and send texts but not receive them - I believe this is called a split number port. I spent a while talking with a team member last week about this and they informed me they had passed the issue to the tech team. Today I tried to contact the iD team to get an update on this, after 45 minutes of a team member talking me through the same troubleshooting I had already done and ignoring all attempts from me to ask them to contact the tech team for an update, they finally checked my record and found no request to IT had been made. They then attempted to get me to do more troubleshooting so they could process the request, and provide evidence of the issue - I am not sure how I can evidence non-receipt of calls and texts, other than that I have received none since switching. Given this, the request has still not been made. I had 1 and a half hours of my time wasted today in this conversation, and a further two weeks wasted as I should never have switched in the first place with these issues. Added to this, I still haven’t received the gift card for joining to even offset some of this.

Please can a staff member of iD mobile escalate this to the tech team so I can have this resolved and use my phone again! And secondarily, please email me my gift card for joining

WelshPaulAnswer

Platinum  Contributor

Hi @JoCook, that’s not good! It does indeed sound like you have what is known in the industry as a split port. Fixing a split port isn't a quick process. This is because iD Mobile needs to liaise with your old network and this isn't done in real time. Also, porting teams don’t work weekends. So your issue isn't likely to be fixed anytime soon.

In the meantime, I've highlighted your post and asked iD Mobile staff to respond to your post as a matter of urgency. They'll contact you and hopefully sort the confusion out.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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Lamiya C

iD Mobile Employee

Hi @mattclxrk ,

I’m sorry you’re experiencing this issue. I completely understand how frustrating it must be to be unable to receive calls or texts from non‑iD Mobile numbers.

It sounds like your number may have a split port. To resolve this, you can either:

Transfer your number fully via the iD Mobile app:
Open the iD Mobile app and log in.
Go to Manage Account → Number Porting → Transfer Your Number.
Follow the steps to complete the port from your previous provider.
Contact our live chat team for assistance in completing the transfer: iD Mobile Live Chat

Once the port is fully completed, your number should be correctly registered, and you’ll be able to receive calls and texts from all numbers.

Lamiya

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mattclxrk

New Contributor

hi @Lamiya C sorry i can’t find a manage account option in the app?

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Michael Z

iD Mobile Employee

Hi @mattclxrk

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.

Michael Z

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

Rainy Edmondson

New Contributor

I too have the same issue, I can call and text mobile numbers on Vodafone but they cannot send to me or call, this has been happening for 3 years. Now a major issue and getting nowhere with complaints. I am going to leave ID as had enough……...

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Michael Z

iD Mobile Employee

Hi @Rainy Edmondson ,

Kindly be advised that we are assisting you in a private chat to help resolve your query.

-Michael Z

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Rainy Edmondson

New Contributor

For 2 years +......

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Asghar0000

New Contributor

Hi, I also have the same problem, I transferred my old number from vodaphone to ID mobile, but some people can call and text me but some cannot, it goes to number not connected, and when I message some people it sends from the new number even though I don't have that number. I talked 3 x with ID chat people and they keep repeating ie change sim, reset phone etc and after 30mins the chat just ends. Can someone please help. I was told technical support team can only help.

@Michael Z @Lamiya C

Gemma M

iD Mobile Employee

Hi @Asghar0000,

I'm really sorry to hear you're experiencing issues with your services. Please try the steps below, depending on the type of phone you have:

For Android:

Open Settings
Tap General Management
Tap Reset
Select Reset network settings

For iPhone:

Go to Settings
Tap Phone
Tap My Number
Delete the old number
Enter the new number
Tap Save

Then follow these steps to refresh iMessage:

Go to Settings
Tap Messages
Turn iMessage OFF
Go to Settings > General
Tap Reset
Choose Reset Network Settings
Once your iPhone restarts, go back to Settings
Tap Messages
Turn iMessage ON again

Your iPhone should now recognise the new SIM and verify your number.

Regards,

Gemma M

The iD Mobile Social Media Team

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Asghar0000

New Contributor

Hi, thank you for your reply. I have tried the above method and it still does not work. I have s23 ultra on android, I went to messages and reset everything but the new number keeps coming back. I was told it was a Split Port problem and only technical team can sort this out, by contacting my previous network company vodaphone and resetting everything and then reconnecting. This is why when I text people at times it sends from my new number and at times old, the same with phone calls, when some people call me it goes to phone not connected since it goes to the new number n not my old one which I transferred. Can you please request the technical team to look in to this and contact Vodafone to re do everything. It has been 1 month now. Thank you

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Marquerita T

iD Mobile Employee

Hi @Rainy Edmondson.

Thank you for your post. I'm sorry to hear you've been dealing with this for so long, and that your complaints haven't got you anywhere. That's not the experience we want you to have.

Are you still having the same issue with calls and texts from Vodafone numbers?

Thanks,

Marquerita

The iD Mobile Team

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Asghar0000

New Contributor

Hi, Let me explain again. I was on vodaphone network and 5 weeks ago i bought ID contract, then transferred my old number over to ID mobile, which took a few days. The issues I am having is when I text people, to alot of people it sends messages from the new ID number and not my own number, and when some people ring me it says phone not connected, but some people can call me to my own number. I was told its a split port issue and only ID mobile tech services can help me, by resetting everything and then re transferring my number. It has been 5 weeks now but i am still facing same issues, I restarted phone, took sim out and placed it in again, reset phone and messaging setting, it still doesnt work. Can you help? Regards

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Stevo73

New Contributor

I have the same issue , I'd are trying to fob me off, giving me instructions on how to attempt to sort it but to no avail. Very frustrating.

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Stevo73

New Contributor

I have the same issue , I'd are trying to fob me off, giving me instructions on how to attempt to sort it but to no avail. Very frustrating.

Also they told me to go into Currys to try and sort it. I have text and outgoing calls but incoming calls, it says number not recognised ?, I was originally with id but ported my number to tesco then back to id to try n keep it. 🤔

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Marquerita T

iD Mobile Employee

Hi @Rainy Edmondson.

I’m very sorry to hear about the problems you’ve had with calls and texts to and from Vodafone numbers. That’s not the experience we want you to have, and I understand how frustrating it must be after such a long time.

Could you let me know whether the issue has now been resolved?

Thanks,

Marquerita

The iD Mobile Team

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

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