ID verification problems, anyone solved this? - 9 months and counting

My claim has been on hold for 18 weeks because the identity check will not accept my documents. There are 7 people counting on me, so I am trying to be careful. Nobody answers the phone. Do I need an appointment?

Write down the date and reference number each time you try. They asked for it when I finally got through.

What worked for me was going to the local workforce centre, where staff helped with the verification. It took about an hour.