ID Checks

I am trying to migrate from irESA to UC.
When doing the ID part of my claim, I clicked on the wrong link and found I could not go back. It then said that they would phone me. I used the CAB UC advice line and was told that they can do ID checks over the phone if I was unable to go to the Jobcentre and they advised to write in my journal that I could not attend the Jobcentre for the ID check which I did. The answer from someone at the Jobcentre was that they could not do ID checks over the phone they must be done face to face and there is a long wait for home visits so my claim could be delayed. I couldn’t use the CAB again as this was on Friday and it was too late. I did not get a phone call and now someone has written in my journal that I must go to the Jobcentre next Wednesday (which I cannot do) and the message about them phoning me has been removed.
Is it true that they can never do ID over the phone? I realise I should answer them in my journal but I don’t know what to put other than say again that I cannot attend. I’m terrified of making another mistake.
Thanks.

Thanks. My ID was sorted out on the phone eventually, but only after I had requested a home visit. The home visiting team phoned me and sorted it out on the phone with only three questions. I think the JC staff just like to make us jump through all their hoops first unfotunately.