topic Re: When will number switch? in Archived Posts

When will number switch?

Lizziem32 — Fri, 15 Oct 2021 21:04:44 GMT

I ordered a new contract and sim from EE on Thursday, and entered the PAC code from my old network before checkout

I received an email saying the switch would happen within 24 hours - but should that have been 24 hours since the order (in which case that has passed) or 24 hours from when the sim was first placed in a phone?

the messaging has been pretty unclear and I can’t find any information that refers to what happens when the PAC code was entered at checkout

Thanks

Re: When will number switch?

Jon_K — Sat, 16 Oct 2021 08:11:54 GMT

Hi @Lizziem32.

Welcome to the EE Community.

Is your old SIM on your previous network still working with your old number?

What time did you order this on Thursday?

Jon

Re: When will number switch?

Lizziem32 — Sat, 16 Oct 2021 08:49:42 GMT

Hello

yes the number is still working on my old device/network

the order with pac code was placed at about 1pm on Thursday

I haven’t received any messages about the transfer at all bar the initial confirmation

thanks

Re: When will number switch?

Jon_K — Sat, 16 Oct 2021 09:43:07 GMT

Thanks @Lizziem32.

I'd recommend getting in touch with our Customer Care team so they can check the status of your port.

Let us know how you get on.

Jon

Re: When will number switch?

Lizziem32 — Sat, 16 Oct 2021 10:32:35 GMT

Thanks @Jon_K - is the 'message us' feature currently working? I've been sat on the page for 10+ minutes and the 'start conversation' button has never appeared

best

Lizzie

Re: When will number switch?

Jon_K — Sat, 16 Oct 2021 10:40:52 GMT

Hi @Lizziem32.

Are you trying to use this on our Contact Us Page?

If so, can you try a different browser?

Jon

Re: When will number switch?

bristolian — Sat, 16 Oct 2021 10:46:50 GMT

You can contact EE C/S using 0800 0798586 - this will be a free call from any UK phone.

I'd recommend a quick read of this EE help page , which explains the normal timescales under "how long does it take?"

Re: When will number switch?

Lizziem32 — Sat, 16 Oct 2021 10:48:58 GMT

Hi @Jon_K Yes, after selecting the technical support option - it says we are within opening hours and that a button should appear in a few moments but it never does

ive tried three devices and three browsers and the issue is the same across all!

Re: When will number switch?

Lizziem32 — Sat, 16 Oct 2021 10:54:49 GMT

Thanks @bristolian - I've read these and as far as I can tell the transfer should have happened yesterday as I requested early afternoon on Thursday, but it didn't & I've not had any communication on when it might - I can't see any specific guidance on what the process is when you give your pac code at the point of purchase, rather than waiting until you have received & installed the sim

I've tried the number but sadly it seems there are long wait times at the moment, which I Imagine could also be the problem with the web chat, it would be handy if like the phone line it could give an estimated wait time for the live chat too!

Re: When will number switch?

Lizziem32 — Mon, 18 Oct 2021 11:20:11 GMT

A quick update:

I managed to speak to someone on Saturday afternoon, apparently when you input the PAC at the point of purchase the transfer is 1 working day after the sim is activated so as I activated my sim on Friday the number switched today (rather than on Friday as it would have if it had been 1 working day from the point of inputting the code)

Re: When will number switch?

Jon_K — Mon, 18 Oct 2021 11:40:29 GMT

Thanks for letting us know you got this sorted, @Lizziem32 🙂