topic Re: Upgraded Phone and have been given a new number? in Contracts & Billing

Upgraded Phone and have been given a new number?

lecole — Sun, 15 Jun 2025 16:54:19 GMT

I recently chose to upgrade my phone and received it this morning. I've not yet switched it on, but I've been looking at my EE account - it is now showing two numbers (my current iPhone 12 and the number I've had for 10+ years and then another one for this new phone). When upgrading, should my number not stay the same? I'm wary of putting the phone on, having the eSIM and then losing my original number.

Thank you.

Re: Upgraded Phone and have been given a new number?

bristolian — Sun, 15 Jun 2025 17:22:17 GMT

When you upgrade, you retain your existing number as a matter of course. Do you have any documentation confirming the purchased of your new phone as an upgrade?

What you're describing is an inadvertent purchase of a new connection with new number.

Re: Upgraded Phone and have been given a new number?

lecole — Sun, 15 Jun 2025 22:31:22 GMT

Thank you. I've managed to get through to a Guide on 150, and they have said it is indeed an additional line. When I spoke (on the online chat) with the guide the other day, I specifically said I wanted to upgrade, and this is the offer they gave me. So it will now be investigated, for clarity and I've to ring back tomorrow.