topic Re: Trouble Porting Number in Archived Posts

Trouble Porting Number

AnjieP — Tue, 24 Nov 2020 15:13:32 GMT

Hey guys, so I just swapped from 3 to ee. After waiting a week and a half for the sim to arrive, I called in and it seems it wasn't sent, so they over-nighted one to me. The delay cost me money with 3. By the time my sim came it was Friday, and because of the weekend I've been waiting days for my number to port over from 3. My 3 account is now closed, signaling the port is happening, but my ee sim is now inactive and I've been out of service for hours. I've already changed my number in my iphone settings, and restarted my phone countless times.Any idea what could be wrong this time?

Re: Trouble Porting Number

Jon_K — Tue, 24 Nov 2020 17:10:16 GMT

Hi @AnjieP.

Welcome to the EE Community.

What phone are you using?

Can you take the SIM card out, give it a quick clean with a soft cloth, then put it back in the phone?

Jon

Re: Trouble Porting Number

AnjieP — Tue, 24 Nov 2020 17:39:41 GMT

I've already tried that a few times over. I'm using an Iphone.

Re: Trouble Porting Number

AnjieP — Tue, 24 Nov 2020 17:40:53 GMT

@Jon_K I've already tried that a few times over. I'm using an Iphone.

Re: Trouble Porting Number

Jon_K — Tue, 24 Nov 2020 17:53:31 GMT

Thanks @AnjieP.

Can you try resetting your network settings?

You can do this in Settings, General, Reset, then Reset Network Settings.

Jon

Re: Trouble Porting Number

AnjieP — Tue, 24 Nov 2020 17:58:30 GMT

@Jon_KDid it just now, and restarted my phone another time. It is still showing no service, and a "Waiting to to be activated: This may take some time" message came up once again upon booting.

Re: Trouble Porting Number

Jon_K — Tue, 24 Nov 2020 18:06:27 GMT

Thanks @AnjieP.

Is this message still displayed now?

Are you able to get in touch with our live chat team to see if they can give you an update on your port status?

Jon

Re: Trouble Porting Number

AnjieP — Tue, 24 Nov 2020 18:12:52 GMT

@Jon_K A message saying "iPhone is not activated: Contact your carrier is this problem continues to occur." with the options "Ignore" and "Try Again" has just displayed. I've selected Try Again.

The ported number is currently displayed on my EE account, and the 3 account is closed, so I believe the number has been ported. I've no phone to use to call in. I've tried the live chat but the chat doesn't work. I'll try again now with the link you've provided.

Re: Trouble Porting Number

Jon_K — Tue, 24 Nov 2020 18:17:15 GMT

Thanks @AnjieP.

You may need to wait on that page for an advisor to become available.

Let me know how you get on.

Jon

Re: Trouble Porting Number

AnjieP — Tue, 24 Nov 2020 18:22:07 GMT

@Jon_K Live chat isn't presented as an option through the link you've sent.

Re: Trouble Porting Number

Jon_K — Tue, 24 Nov 2020 18:30:50 GMT

Hi @AnjieP.

It will be under the 'let's chat' option on our get in touch page.

A chat button may not be there just yet, but if you wait on the page it'll appear when an advisor is available.

Jon

Re: Trouble Porting Number

AnjieP — Tue, 24 Nov 2020 18:33:44 GMT

@Jon_K I've been on the page for ages with no change. Is there no other way to contact the support team about this?

Re: Trouble Porting Number

AnjieP — Tue, 24 Nov 2020 20:10:00 GMT

@Jon_KI after an hour, there still wasn't anyone available help me. This is very concerning, as I've no phone service, and I'm sure your offices have now closed for the day. I'm sure this is a technical issue to do with the SIM's not being properly registered by whoever handles the porting process, and that getting through to your tech support could resolve the problem, or at the very least a new registered SIM could've been sent to me overnight. This simple process has become an incredible hassle and is costing me time and money at this point. Please suggest to me another way to contact someone who can help.

Re: Trouble Porting Number

Christopher_G — Wed, 25 Nov 2020 08:17:59 GMT

Hi @AnjieP

Sorry to hear you couldn't get through. All of our contact details are on the page that @Jon_K posted above.

I've sent you a private message to get some information from you though.

Could you have a look and get back to me please?

Thanks

Chris