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Why can't i make or receive voice calls?


My phone works as normal except I have been unable to make or receive voice calls for over a week?

Best answer by Kash

Hi ​@Sprite63alan,

Welcome to the Community!

I would advise checking your coverage and network status at the link below:

www.idmobile.co.uk/help-and-advice/coverage

If you don’t see any issues, please test the SIM in another handset.

The following link may also help: 

Please let us know if the issue persists and we can PM you.

 

Kash

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10 replies

Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 8003 replies
  • Answer
  • February 26, 2025

Hi ​@Sprite63alan,

Welcome to the Community!

I would advise checking your coverage and network status at the link below:

www.idmobile.co.uk/help-and-advice/coverage

If you don’t see any issues, please test the SIM in another handset.

The following link may also help: 

Please let us know if the issue persists and we can PM you.

 

Kash


  • Author
  • New
 Contributor
  • 4 replies
  • February 28, 2025

Hello Thank you for your response.

I have now tried the SIM in another phone but the result is just the same. There is no problem with network coverage I have also tried a forced restart, toggling aeroplane mode and cleaning the SIM card, but not manual roam.

What next?


Tyler
iD Mobile Employee
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  • iD Mobile Employee
  • 2941 replies
  • February 28, 2025

Hey there ​@Sprite63alan, what phone do you have and what’s the full postcode please?

 

Thanks,

Tyler


  • Author
  • New
 Contributor
  • 4 replies
  • February 28, 2025

Hello Tyler

Phone is

Motorola G6 play

Postcode is

SN11 0AU

 

Thanks


Melissa Williamson
New
 Contributor

I've had this issue multiple times since joining ID mobile. Mines rectified itself after no help from customer service. They just give the same basic advice for every problem but don't actually resolve anything. 


Decembersangel72
Silver Contributor

Hi ​@Sprite63alan 

Your phone is not on the approved handsets list for use with 4G (VoLTE) with iD Mobile
https://www.idmobile.co.uk/help-and-advice/approved-handsets

Even though it is not on the list it may still work but you DO need to have VoLTE enabled (LTE and NOT 4G).

To enable VoLTE on a Motorola phone, you can go to Settings, then Network & Internet, then Mobile Network, and then Network mode. From there, you can turn on VoLTE. 

Steps to enable VoLTE 

  1. Open Settings
  2. Tap Network & Internet
  3. Tap Mobile Network
  4. Navigate to Network mode
  5. Turn on VoLTE

If you do have VoLTE enabled and it doesn’t work then it is down to the incompatibility with the iD  network.

It may be worth trying SMARTY as they also use the ‘3’ network and your phone is not on their ‘non-compatible’ list…
https://help.smarty.co.uk/en/articles/8985136-checking-if-your-device-is-4g-volte-compatible

If you want to move, remember to check that they fulfill your needs!
Good luck x


  • Author
  • New
 Contributor
  • 4 replies
  • March 1, 2025

I will give that a try but it was fine until about 10 days ago!


  • Author
  • New
 Contributor
  • 4 replies
  • March 1, 2025

I can't navigate to network mode it doesn't appear?

 


Decembersangel72
Silver Contributor

Hi ​@Sprite63alan 

 

As I stated previously, your handset isn’t on the approved list, with iD Mobile, for use with their VoLTE (4G) network and so may not work (see above link).

To check if VoLTE is enbaled on your handset….

  • Open ‘Calls’ and enter into the keypad  *#*#4636#*#*
  • This will open a ‘hidden’ screen and if you scroll down it will show if VoLTE is enabled on your handset (if it is greyed out then it’s not)

 

I also found this for a UK handset (VoLTE is sometimes labelled as 4G Calling)…

‘To turn on VoLTE on a Motorola G6 Play in the UK, open your phone settings, go to "Network & Internet" > "Mobile network" > then ensure "4G calling" is toggled on; this will enable VoLTE on your device. ‘


You can also check to see if there is any works being done in your area...
https://www.idmobile.co.uk/help-and-advice/coverage

 

Good luck x

 


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 8003 replies
  • March 2, 2025

Hi ​@Sprite63alan,

I hope that you manage to get this resolved.

If you still require further assistance, please let us know.

 

Kash