topic Re: Phone number changed after upgrading sim plan in SIM cards & Porting

Phone number changed after upgrading sim plan

Buckleberry — Mon, 27 Jun 2022 06:18:23 GMT

As the title says, my partner upgraded her sim plan and all of a sudden she can't receive calls or text. She can make them but it looks like her number is completely different. The online tech help is next to useless.. "do you have any signal strength" 🤦‍♂️

My misses doesn't 'fiddle' with tech so this must be at ee's doing. Driving me mad because I have to sort it out for her.

Re: Phone number changed after upgrading sim plan

Northerner — Mon, 27 Jun 2022 05:25:06 GMT

Hi @Buckleberry

It sounds like she had upgraded and ask for new number.

Unfortunately you'll need to speak to EE CS on 150 to sort out this issue.

Thanks

Re: Phone number changed after upgrading sim plan

Buckleberry — Mon, 27 Jun 2022 06:22:13 GMT

Thanks @Northerner. That's our next step, to speak to someone in person. The SIM upgrade was done online but when previous plans were available to upgrade, there was no issue. Unless there's now an option that asks if you want a new number, I don't believe she did anything out of the norm.

Thanks for your reply. Let's see how we get on.

Re: Phone number changed after upgrading sim plan

Buckleberry — Mon, 27 Jun 2022 08:07:48 GMT

Just following on from this, calls and messages are all ok over whats app and correct number being displayed there. Strange!

Re: Phone number changed after upgrading sim plan

Leanne_T — Mon, 27 Jun 2022 10:05:43 GMT

Hi @Buckleberry

Did she receive a new SIM card?

What phone is she using?

Speak soon 🙂

Leanne.

Re: Phone number changed after upgrading sim plan

Buckleberry — Mon, 27 Jun 2022 10:48:57 GMT

Hi @Leanne_T

No new SIM, just updated the plan. The phone is a bit old, Sony Xperia x compact, so maybe there's an issue with the SIM being 5g but imy own Xperia XZ3 is only 4g but works perfectly with my ee 5g SIM. It's strange that the original (correct) number is displayed over whats app, and out going calls and text remain unaffected and show the correct number.

Thanks

Re: Phone number changed after upgrading sim plan

Schockwave — Mon, 27 Jun 2022 10:59:52 GMT

@Buckleberry , the SIM card being a 5G SIM card should not make any difference, as they will only connect to 5G if the phone is 5G capable, you should definitely ring customer service to get this sorted, they should be able to help, it should not make any difference as to what phone you have either.

Re: Phone number changed after upgrading sim plan

Leanne_T — Mon, 27 Jun 2022 11:02:51 GMT

Hi @Buckleberry

Can you text NUMBER to 150 and let me know if the reply shows the correct number?

Also, can you check the phone settings, is the number correct?

Leanne.

Re: Phone number changed after upgrading sim plan

Buckleberry — Mon, 27 Jun 2022 12:54:13 GMT

Thanks @Leanne_T. Will give it a try and report back..!

Re: Phone number changed after upgrading sim plan

Leanne_T — Mon, 27 Jun 2022 13:08:58 GMT

Thanks @Buckleberry

Speak soon 🙂

Leanne.

Re: Phone number changed after upgrading sim plan

Buckleberry — Mon, 27 Jun 2022 14:19:38 GMT

@Leanne_T Nothing came back. Don't know why I thought it would as incoming calls and texts aren't being received. Think a call to 150 later is on the cards.

Re: Phone number changed after upgrading sim plan

Leanne_T — Mon, 27 Jun 2022 14:20:48 GMT

Hi @Buckleberry

Yes please, give us a call on 150 and the team will get this looked into further for you both.

Let me know how it goes 🙂

Leanne.

Re: Phone number changed after upgrading sim plan

Profile closed — Mon, 27 Jun 2022 14:28:44 GMT

Hi @Buckleberry

If you got access to another phone ring freephone 0800 956 3146 it will assist the tech advisor while they run a diagnostic.

Re: Phone number changed after upgrading sim plan

Buckleberry — Tue, 28 Jun 2022 12:59:36 GMT

Hi @Leanne_T

Looks like a dead end. CS said could be that the SIM card is 7 years old. Bit strange. Sending out new SIM with temp number. Don't understand why? Would this change one put in the phone?

Ironically, I've also stopped receiving texts from any network outside of ee.

Is there a general network issue?

Re: Phone number changed after upgrading sim plan

Leanne_T — Tue, 28 Jun 2022 13:10:13 GMT

Hi @Buckleberry

Let me know if the correct number shows when the new SIM card arrives.

Have you restarted your phone?

Do we have any issues showing on the EE Coverage & Network Status Checker, for your area?

Leanne 🙂

Re: Phone number changed after upgrading sim plan

Buckleberry — Tue, 28 Jun 2022 13:47:00 GMT

Will do and thanks @Leanne_T

My phone gets turned off each night. All was fine up until yesterday when I noticed I was only receiving text from others on ee network. I'll ring 150..!

Re: Phone number changed after upgrading sim plan

Leanne_T — Tue, 28 Jun 2022 14:08:25 GMT

Hi @Buckleberry

Do we have any issues showing on the network status checker?

Leanne.

Re: Phone number changed after upgrading sim plan

Buckleberry — Tue, 28 Jun 2022 16:11:11 GMT

Hi @Leanne_T

Both my partner and I have now respectively spoken with a CS advisor on 150. After updating some network settings both of our phones are back up and running as they should be! My partners phone is still showing the wrong number on the SIM but calls and texts are now being received 😁

Thank you for all your help 👍

Re: Phone number changed after upgrading sim plan

Christopher_G — Tue, 28 Jun 2022 16:19:33 GMT

Thanks for the update, @Buckleberry

What kind of phone does your partner have? Are they able to amend the number in their settings?

Chris

Re: Phone number changed after upgrading sim plan

Buckleberry — Tue, 28 Jun 2022 20:56:25 GMT

Thanks @Christopher_G

She has a Sony Xperia X Compact. We can't find anywhere in the settings that enables us to change the number. Any ideas?!!