topic Re: Unwanted new SIM card being delivered in Archived Posts

Unwanted new SIM card being delivered

chrislou1 — Sun, 30 May 2021 10:43:09 GMT

I am an existing EE PAYG customer and have just applied to switch to a SIM only pay monthly plan under the impression that my existing SIM and Phone Number would be switched to the new plan. However I have just got an email saying that a new SIM is being sent out to me - order number xko284079850 - I want to keep my current phone number and keep using my current SIM card, can I do this? If so please tell me what I need to and if I can stop the new SIM card coming to me. Thanks

Re: Unwanted new SIM card being delivered

XRaySpeX — Sun, 30 May 2021 10:45:22 GMT

Did you order by following Switch to pay monthly and save ? If so, you keep your no. & existing SIM. It's just a change of plan.

Re: Unwanted new SIM card being delivered

chrislou1 — Sun, 30 May 2021 10:53:29 GMT

Yes, I ordered via the Switch to Pay Monthly and Save page (was not eligible for a code when I texted Switch to 150 though) but still seem to be getting a new SIM sent out and there was nothing that said I would keep my existing number and SIM.

Re: Unwanted new SIM card being delivered

XRaySpeX — Sun, 30 May 2021 13:34:40 GMT

The switch happens immediately to your existing SIM as soon as you are accepted. A new SIM is sent just in case there's an issue with the old 1. Just don't use it.

Re: Unwanted new SIM card being delivered

chrislou1 — Sun, 30 May 2021 15:09:49 GMT

Thanks XrayspeX. But how immediate is immediately - nothing has happened to mine yet as far as I can tell and I assume I have been accepted as the new SIM card is being sent out. Any idea how can I tell when it’s happened?

Re: Unwanted new SIM card being delivered

XRaySpeX — Sun, 30 May 2021 16:12:43 GMT

Text AL to 150 & if the response talks about packs you know you'll on PAYG.

Re: Unwanted new SIM card being delivered

chrislou1 — Sun, 30 May 2021 16:27:59 GMT

Tried that XrayspeX and it talked about my current PAYG pack - so looks like I’m still PAYG at the moment.

Re: Unwanted new SIM card being delivered

Christopher_G — Mon, 31 May 2021 06:46:47 GMT

Hi @chrislou1

Welcome to the community.

You should get some text message from us when the plan changes. It will also update in your My EE account.

Chris

Re: Unwanted new SIM card being delivered

chrislou1 — Mon, 31 May 2021 08:22:52 GMT

Thanks Christopher_G - I’ll keep an eye out for those texts and changes to my My EE Account.

Re: Unwanted new SIM card being delivered

XRaySpeX — Mon, 31 May 2021 10:35:53 GMT

Actually your PAYG MyEE will be closed & you'll need to create a new 1 for contract.

Re: Unwanted new SIM card being delivered

chrislou1 — Wed, 02 Jun 2021 11:10:56 GMT

Hi @Christopher_G ,

I’ve still not had a text message from EE and My EE Account has still not shown any changes. As nothing seems to be happening with my switch to SIM Only pay monthly contract I am starting to think that I want to cancel the switch entirely and remain as PAYG. I only plucked up the courage to switch because I wanted to link my Apple Watch to my account and because the EE website implies that the switch would happen pretty much immediately. I don’t like being in this limbo between my PAYG account and the SIM ONLY Pay Monthly one - so if nothing is going to happen soon I want to cancel the switch - can you help with doing this?

Thanks

Re: Unwanted new SIM card being delivered

James_B — Wed, 02 Jun 2021 11:49:28 GMT

Hi @chrislou1,

Please get in touch with Customer Care so a member of the team can check the status of your transfer to pay monthly.

They'll be happy to help. 🙂

James

Re: Unwanted new SIM card being delivered

chrislou1 — Thu, 03 Jun 2021 13:31:35 GMT

Hi @James_B

Update on new SIM card for pay monthly SIM only contract which I applied to switch to from PAYG - new SIM has arrived but has a new phone number on the packaging for it when I thought I would be keeping my existing phone number, also have had no texts or changes on my phone since ordering the new SIM and contract.

I haven’t put the new SIM in my phone yet as don’t want to risk losing my existing phone number - will I have kept it? If not how can I keep it / move it to the new SIM? Should I have had texts / changes on my phone by now?

Thanks

Re: Unwanted new SIM card being delivered

James_B — Thu, 03 Jun 2021 13:49:07 GMT

Hi @chrislou1,

Your SIM card will have a temporary number, but it will automatically switch to your old number when it is activated.

If you put your new SIM card in your phone, you can start using your new plan and your number should switch within 24 hours.

James

Re: Unwanted new SIM card being delivered

chrislou1 — Thu, 03 Jun 2021 14:16:16 GMT

Hi @James_B

Thanks for the information. Will the switch to my old number definitely happen? It’s just it is connected to some apps related to my working from home and I really don’t want to have them disrupted / have to change their settings. Also I noticed that the paperwork with the new SIM has a new account number on it too - will this affect anything or is this also temporary and likely to switch back to my old one when I put the new SIM into my phone? Will my existing credit, data etc switch across as well - I know the credit is supposed to.

Thanks again

Re: Unwanted new SIM card being delivered

XRaySpeX — Thu, 03 Jun 2021 14:20:32 GMT

https://community.ee.co.uk/t5/SIM-cards/Unwanted-new-SIM-card-being-delivered/m-p/1054685/highlight/true#M21721 :

Actually your PAYG MyEE will be closed & you'll need to create a new 1 for contract.

Re: Unwanted new SIM card being delivered

James_B — Thu, 03 Jun 2021 14:22:05 GMT

Hi @chrislou1,

Yes, your number will switch over automatically. Your credit will be deducted from your first bill but any remaining data won't carry over. You'll have a new account number for your pay monthly service.

James

Re: Unwanted new SIM card being delivered

chrislou1 — Sat, 05 Jun 2021 13:57:48 GMT

Thanks @James_B

Hopefully this will be my last question on this topic - I have put my new pay monthly SIM for my new SIM only contract into my phone and turned it off & on again as per the text instructions, phone number has changed to the one on the SIM but no change to my My EE Account yet. Is there anything else I need to do or do I just have to wait for it to switch back to my old EE phone number (which I used with my PAYG account) and for my My EE Account to change?

Many Thanks again

Re: Unwanted new SIM card being delivered

Leanne_T — Sat, 05 Jun 2021 14:09:36 GMT

Hi @chrislou1

Thanks for coming back to us.

Did you create a new My EE account with the temporary number?

Do you have your pay monthly plan showing in your My EE?

Thanks 🙂

Leanne.

Re: Unwanted new SIM card being delivered

chrislou1 — Sat, 05 Jun 2021 14:24:13 GMT

Hi @Leanne_T

No, I have not created a new My EE Account with the temporary number and my pay monthly plan is not showing in my My EE.

What next?