topic Re: Recently transferred to EE, been unable to make calls in SIM cards & Porting

Recently transferred to EE, been unable to make calls

Mellifluous1984 — Wed, 08 Mar 2023 12:03:57 GMT

I recently moved my mobile plan from BT to EE.

My new sim came last week and I was able to text using the interim number, but not call.

My number completed the transfer this morning, and I can still only text and can't make or seem to receive calls either. After I dial any number, it immediately comes up with a 'call ended' message. I have tried rebooting my phone several times and also trying my sim in another handset, but still have the issue.

I can see there is an 'activate sim' option in my EE account settings, but that does not work when I input my phone number and the sim serial.

I cannot call EE to resolve this so a bit stumped on what to do if this issue continues.

Re: Recently transferred to EE, been unable to make calls

Christopher_G — Wed, 08 Mar 2023 14:07:03 GMT

Hi @Mellifluous1984

Welcome to the community.

What you're describing could be split service. Are you able to make calls from one SIM, but receive them from the other? If so, it can take up until midnight tonight for the port to fully complete.

Chris

Re: Recently transferred to EE, been unable to make calls

Mellifluous1984 — Wed, 08 Mar 2023 15:35:48 GMT

Hi Chris

Thank you for the reply.

No, my BT sim no longer works following the transfer of my number, so I can't make any calls from either sim.

Re: Recently transferred to EE, been unable to make calls

Christopher_G — Wed, 08 Mar 2023 15:42:41 GMT

OK, thanks @Mellifluous1984.

I'd recommend speaking to our Mobile Care team so they can check this for you. You can find some contact number and a live chat service on our contact us help page.

Hope you get sorted.

Chris

Re: Recently transferred to EE, been unable to make calls

Mellifluous1984 — Thu, 09 Mar 2023 12:47:19 GMT

Hi Chris, thank you for the reply. I called using another phone. The upshot of this is that although the contract I agreed and downloaded during my telesales call includes calls, I was signed up to a data-only plan.

To resolve this, I am having to cancel the contract, transfer to a pay as you go plan (which'll take 24-48 hours apparently), then when I receive a text saying that's complete, I will need to call the telesales team again to have another go at signing up to the plan I signed up for originally.

I have started the above process, but it's not ideal I am unable to make or receive calls on my transferred over number in the meantime, and I am surprised there's not a simpler way of resolving the issue. When the pay as you go switch is completed I'll have a think about what I want to actually do, as the situation is a little frustrating and seems really avoidable.

Re: Recently transferred to EE, been unable to make calls

Christopher_G — Thu, 09 Mar 2023 12:51:11 GMT

I'm sorry to hear that, @Mellifluous1984.

Once it's on pay as you go, it may be worth giving us a call on 150 to see if we can set up the new plan on your behalf, so that we can make sure everything is set up correctly for you.

Chris

Re: Recently transferred to EE, been unable to make calls

Mellifluous1984 — Thu, 09 Mar 2023 12:54:24 GMT

Hi Chris, thanks, I'll give that a go if I decide to proceed. I believe the number I originally signed up on was an EE dept, but maybe it's a slightly different team.

Re: Recently transferred to EE, been unable to make calls

Christopher_G — Thu, 09 Mar 2023 13:12:28 GMT

Please come back and let us know what happens, @Mellifluous1984.

Chris

Re: Recently transferred to EE, been unable to make calls

Mellifluous1984 — Fri, 10 Mar 2023 10:58:23 GMT

Thankfully my account was swiftly applied with the correct plan, allowing me to make calls, after I contacted EE via twitter.

Re: Recently transferred to EE, been unable to make calls

Christopher_G — Fri, 10 Mar 2023 11:00:17 GMT

That's good news, @Mellifluous1984. Thanks for coming back to let us know.

Have a lovely weekend. 🙂

Chris