topic New sim only deal but now two accounts? in Contracts & Billing

New sim only deal but now two accounts?

Thinlizzy2020 — Fri, 09 Dec 2022 22:17:18 GMT

Hello

I am currently on a sim only plan. I have recently upgraded to another sim only plan but with new number. It is showing I have two active accounts now. How do I transfer my number onto the new account and close the other?

Re: New sim only deal but now two accounts?

Jon_K — Sat, 10 Dec 2022 10:31:13 GMT

Hi @Thinlizzy2020.

It sounds like you've added an additional line, rather than upgrade your current line.

I'd recommend getting in touch with our Customer Care team so they can look into this.

Jon

Re: New sim only deal but now two accounts?

XRaySpeX — Sat, 10 Dec 2022 13:14:45 GMT

@Jon_K : When you order an upgrade, doesn't the upgrade initially come with a SIM with a temp. no. & this is shown in your MyEE until you activate the new SIM?

Re: New sim only deal but now two accounts?

Jon_K — Sat, 10 Dec 2022 13:19:04 GMT

It's supposed to be a blank SIM when upgrading that you don't need to use if the old SIM fits in the new phone, @XRaySpeX.

It wouldn't show a temporary number in My EE though.

Jon

Re: New sim only deal but now two accounts?

XRaySpeX — Sat, 10 Dec 2022 13:35:15 GMT

@Jon_K : Ah, that's good! So when a new no. appears in MyEE you can definitely recognise when an additional line has been ordered rather than an upgrade.

Re: New sim only deal but now two accounts?

Jon_K — Sat, 10 Dec 2022 13:25:24 GMT

Yes, that's right @XRaySpeX.

The only time a temporary number would show in My EE is when taking out a brand new line before porting across from another network.

In this case, it sounds like an additional line has been added rather than upgrading.

Jon