topic split service after porting number in Archived Posts

split service after porting number

sperry222 — Thu, 08 Jul 2021 09:27:26 GMT

hello, i ordered a new sim with EE last weekend it arrived Monday and i took 3 days for the PAC code i supplied to be dealt with, i had no information about when it was being done and only found out via live chat. on Wednesday morning, when they said it had all been done and my old Vodafone service would be disconnected with in hours

24 hours later and i still have split service if you call my now new ee number it goes through to my old Vodafone phone same with text messages unless you're also on the ee network i have tried turning both phones on and off multiple times. i know something is wrong due to the fact my vodafone service is still active and should be disconnected as part of the pac transfer.

just for reference if i call or text anyone from my ee phone it shows the correct new number i just cant receive anything i have tried the online tech support with no resolve it appears that they dont understand that i can have 2 phones with the same number and seem pretty clueless on how to resolve the issue.

i moved to EE hoping for a better service but now unless this gets sorted asap it appears i will be charged for another month with vodafone whilst also having a useless EE phone for a month overlapping. can anyone help solve this, looking on here it appears to be a common issue so surely there is a common fix by now ?

for clarity both phones are android and the new phone is showing the new ported number in its information

Re: split service after porting number

bristolian — Thu, 08 Jul 2021 11:26:49 GMT

Hello @sperry222

You're quite correct to observe that split ports are not uncommon.

The quickest way to rectify this, if your port date is now more than 1 working day past, is to call EE C/S on 150 from your mobile.

An agent will be able to access your account and should be able to start resolving this. Unfortuntely there is no access to individual customer accounts on this public forum.

Re: split service after porting number

sperry222 — Mon, 12 Jul 2021 11:12:05 GMT

Hello I contacted them last week regarding this issue after a long time I finally got through to someone who sounded like they knew what they were doing apparently they needed more files from Vodafone and it should take 72 hrs max but is normally done a lot quicker, it has now past the 72 hour mark and this still isn't resolved.

I'm not happy at all its been over a week now since the number was meant to change and I will now be having to pay another month of my Vodafone bill which should not have happened.

Can anyone look into this situation as a matter of urgency? Not a good start to joining the ee network at all seriously regretting my choice 😞

Re: split service after porting number

Leanne_T — Mon, 12 Jul 2021 11:16:05 GMT

Hi @sperry222

I am very sorry to hear this is not resolved for you. Please give us a call on 150 and our Mobile Care team can get this looked into further for you.

Let us know how you get on.

Leanne.

Re: split service after porting number

sperry222 — Mon, 12 Jul 2021 11:25:33 GMT

Unfortunately I am working for the next few days and don't have the opportunity to sit on the phone and explain the whole situation again to someone new whilst they attempt to solve the issue.

I'm baffled that that a large company such as ee doesn't have the infrastructure to look into this on my behalf without the need for me to spend a prolonged amount of time on a phone call multiple times.

I guess I'll have to wait and look into the contract I signed up to to see how I can go about cancelling due to ee not keeping to their end of the agreement

Re: split service after porting number

Leanne_T — Mon, 12 Jul 2021 11:28:09 GMT

Hi @sperry222

Thanks for the quick reply.

Sorry we have no account access on the community, you can view ways to contact us including online chat, on our get in touch page.

I hope this is sorted soon for you.

Leanne.

Re: split service after porting number

sperry222 — Mon, 12 Jul 2021 11:30:43 GMT

Unfortunately that doesn't help me at all, hopefully you can point me in the right direction to raise a formal complaint.

Re: split service after porting number

Leanne_T — Mon, 12 Jul 2021 11:34:12 GMT

Hi @sperry222

I've sent you a private message on here for some extra details.

Leanne.

Re: split service after porting number

Leanne_T — Mon, 12 Jul 2021 11:37:37 GMT

Hi @sperry222

Sorry, your private messages don't seem to be on at the moment I am unable to send you the message on the community.

Can you check your preferences using this link, do you have private messages turned on?

Thanks.

Leanne.

Re: split service after porting number

sperry222 — Mon, 12 Jul 2021 11:43:01 GMT

I can not seem to find the option to turn private message on in that link you sent, under what sub heading is it located?

Re: split service after porting number

Leanne_T — Mon, 12 Jul 2021 11:49:31 GMT

Thanks for checking this for me @sperry222

This should show within Preferences and then Private Messenger?

Leanne.

Re: split service after porting number

sperry222 — Mon, 12 Jul 2021 11:51:49 GMT

Unfortunately I have no such option, maybe I can personally message you? If so how do I go about doing that

Re: split service after porting number

bristolian — Mon, 12 Jul 2021 12:03:32 GMT

Whilst I sympathise with your predicament, there's a couple of small points I'd mention at this time...

1: Raising a formal complaint is something you're perfectly entitled to do, but the timescales that this operates to, is unlikely to expedite your issues being resolved. Please don't wait for the complaint to be dealt with, as a substitute for progressing your split port.

2: Equally, you're quite entitled to use the 14day cancellation policy if you purchased your EE device online or by telesales. I would suggest that if there is a problem with your inbound port which hasn't completed, then cancelling that port before it is successful, is likely to result in further problems.

Re: split service after porting number

sperry222 — Mon, 12 Jul 2021 12:16:48 GMT

After logging in on a desktop I have found it however is says private messages are already on, I turned them off and back on saving the preference hopefully this solves the issue

Re: split service after porting number

Leanne_T — Mon, 12 Jul 2021 12:32:00 GMT

The message has sent for you now @sperry222

Thanks 🙂

Leanne.