topic Upgrading made my number change in Mobile Services

Upgrading made my number change

Wr16hty87 — Sun, 23 Mar 2025 16:04:30 GMT

Hi I recently upgraded my phone.
since doing this the new device has changed my mobile number but I wanted to keep my original one I’ve had for years. How do I fix this?

Re: Upgrading made my number change

Matt_124 — Sun, 23 Mar 2025 16:12:46 GMT

Did you upgrade from one EE contract to another and did you get a new SIM?

With an Upgrade you keep the same SIM and mobile number, so this shouldn't be the case.

Re: Upgrading made my number change

KMVmac — Sun, 23 Mar 2025 16:20:57 GMT

Does it have a new SIM? Might not be a physical SIM card depending on the phone

Re: Upgrading made my number change

Schockwave — Sun, 23 Mar 2025 16:39:34 GMT

@Wr16hty87 , did you make sure that it was an upgrade and not another additional line? I would suggest speaking to customer service, they can check this out for you.

Re: Upgrading made my number change

Leanne_T — Mon, 24 Mar 2025 08:37:04 GMT

Morning @Wr16hty87

Thanks for coming to the community 🙂

Could you also check if you now have two numbers showing in your EE account? If you do, and you received a new SIM card, please call us as advised and our mobile guides will get the new contract looked into to see what has happened and what is needed to get this sorted for you.

Let us know how you get on.

Leanne.