topic Will I lose my number when changing plan? in Contracts & Billing

Will I lose my number when changing plan?

Bernard1234 — Sat, 02 May 2026 19:43:37 GMT

Would you lose your number if you do that?

[Mod edit: Title added]

Re: Will I lose my number when changing plan?

Alex_H — Sat, 02 May 2026 14:14:31 GMT

Hi @Bernard1234,

Welcome to the EE Community

If you have transferred your number in to us via PAC code, if you request a return you wont lose the number, you will be issued a new PAC code to keep your number. If are returning an upgrade rather than a new line then your number would just be reverted to as it was before the upgrade rather than be cancelled.

Alex

Re: Will I lose my number when changing plan?

Bernard1234 — Sat, 02 May 2026 14:43:24 GMT

Thanks. So you will issue me with a PAC code to return to the old network?

I guess that works, but wouldn’t it be easier just to change the plan I’m on to the one that I meant to select in the first place? (I have ADHD so unfortunately tend to make errors like this sometimes)

Re: Will I lose my number when changing plan?

Alex_H — Sat, 02 May 2026 14:48:38 GMT

@Bernard1234 If its a case of having signed up to an incorrect plan I would recommend giving us a call and our team may be able to just manually change it for you depending on the plan/offer it was you meant to go for, definitely worth asking and save having to do any kind of return request.

Alex

Re: Will I lose my number when changing plan?

Bernard1234 — Sat, 02 May 2026 14:54:24 GMT

I’ve just done that, actually. The lady I spoke to was very helpful, but said that she couldn’t make the change herself. Instead, I need to say that I want to cancel the contract within 14 days (which she’s now done) and then wait and the Sales team will call back within 3 working days, and they will be able to do what she cannot, and change my plan to the one I should have chosen. She has assured me I won’t lose my phone number.

That makes me quite nervous, but I’ve done it. I don’t understand why I can’t just speak directly to the Sales team to do this, rather than going through this convoluted and stressful process - particularly as I’m concerned that I can’t always take a phone call when I’m at work, and I really wouldn’t want to lose my phone number, which I’ve now had for 30 years.

Is there someone at EE who could help me do this directly, rather than in such a complicated way?

Re: Will I lose my number when changing plan?

Chris_B — Sat, 02 May 2026 15:58:13 GMT

@Bernard1234 You are doing it directly, when that person calls you.

Re: Will I lose my number when changing plan?

Alex_H — Sun, 03 May 2026 07:59:18 GMT

@Bernard1234 Thanks for the update, if our service team were unable to do the plan change then following their advice will be the best bet.

It will be a case of the plan change option being restricted due to you just starting a new contract, so they have setup the return process to get you out of the contract which will then allow you to discuss a new plan with the sales team.

There is no reason why you should lose your number doing this process because as mentioned previously in this case they would take out of contract and issue a PAC code and the number doesn't go anywhere unless the PAC code is used.

Alex