Why can't i make or receive voice calls?

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?

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

Thanks,

Tyler

Hello Tyler

Phone is

Motorola G6 play

Postcode is

SN11 0AU

Thanks

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. 

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

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

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

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

Hi ​@Sprite63alan,

I hope that you manage to get this resolved.

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

Kash