topic Re: Porting from BT new SIM not registering on EE after a week in SIM cards & Porting

Porting from BT new SIM not registering on EE after a week

Glen24 — Fri, 24 Mar 2023 16:25:09 GMT

Hello,

I recently got a contract with EE , and added my PAC code to the order to port my BT mobile number over. My phone and sim card arrived last Saturday so I put it in and went to an area to get signal, I thought it might just take a few days for things to start working but I have 0 ability to make calls or receive texts or data using the EE sim.

I've tried to phone the helpline but it asks to enter the phone number, so I enter the phone number that was on the SIM package and it says its not recognised, and I also put my bt mobile number in and its also not recognised.

I should add I have restarted the phone multiple times and removed SIM and swapped to tray 2 with no difference

I have tried the various activation pages but it says the SIM number on the new sim isn't recognised and neither is my BT number.

"Sorry, you can only associate a number for an EE Consumer or Small Business plan.
If you're having trouble, call 150 from your EE phone. More ways to get in touch >"

It's a bit hard to call 150 when you can't make any calls!

So I'm stuck. not really a great start to my experience with EE!

Re: Porting from BT new SIM not registering on EE after a week

bristolian — Fri, 24 Mar 2023 17:51:45 GMT

You can contact EE CS on 0800 0798586 from any working phone

Re: Porting from BT new SIM not registering on EE after a week

Glen24 — Fri, 24 Mar 2023 19:07:30 GMT

Thank you, but when i phone it asks to put my phone number in... I enter the one thats on the SIM packaging and it says its not recognised, i haven't found an option to get through to CS without entering my phone number first.

The automated system says if i don't know it then text number to 150.... but I can't do that either lol.

I think i need to order a new SIM because this one clearly is not set up for use

Re: Porting from BT new SIM not registering on EE after a week

Glen24 — Fri, 24 Mar 2023 20:14:13 GMT

So finally got through on the online message chat (couldn't get access to any phone helplines)

my number was showing as reserved so should be active in the next 24hrs (hopefully!)

Re: Porting from BT new SIM not registering on EE after a week

Glen24 — Sat, 25 Mar 2023 16:06:42 GMT

Seems like progress, i now get a message saying SIM not provisioned

Re: Porting from BT new SIM not registering on EE after a week

Glen24 — Sun, 26 Mar 2023 17:44:53 GMT

still no signal, hopefully by close of business tomorrow something will have activated!

Re: Porting from BT new SIM not registering on EE after a week

Glen24 — Mon, 27 Mar 2023 18:34:31 GMT

Close of business and still no joy 😞

Re: Porting from BT new SIM not registering on EE after a week

Katie_B — Tue, 28 Mar 2023 06:59:45 GMT

Hi @Glen24.

Could you confirm if you now have signal this morning?

Katie

Re: Porting from BT new SIM not registering on EE after a week

Glen24 — Tue, 28 Mar 2023 07:22:34 GMT

Still just on emergency calls only. Full bars.

If I try and call it says not registered on network

Re: Porting from BT new SIM not registering on EE after a week

Glen24 — Tue, 28 Mar 2023 07:45:50 GMT

Customer services (online chat) on Friday night said it would be sorted in 24hours, last night I spoke to another agent who said 7 working days, that would be over two weeks since the sim was first turned on

Re: Porting from BT new SIM not registering on EE after a week

Katie_B — Tue, 28 Mar 2023 08:43:44 GMT

Thanks for getting back to me @Glen24.

I have sent you a private message for more details.

Katie

Re: Porting from BT new SIM not registering on EE after a week

Glen24 — Sat, 01 Apr 2023 16:23:02 GMT

That two weeks now, still no progress. Spoke with 4 different customer service advisors who all say the problem has been rectified and my sim will start to work shortly...

I go on holiday on Monday with no working phone now!

Re: Porting from BT new SIM not registering on EE after a week

CT73 — Tue, 11 Apr 2023 16:31:45 GMT

Same, I arranged two new contracts with Ee porting numbers from BT.

One phone works, the other can make calls but received calls go straight to BT message bank.

EE and the silly system with 150, a text and another 150 in a queue is ridiculous.

Re: Porting from BT new SIM not registering on EE after a week

James_B — Tue, 11 Apr 2023 17:05:13 GMT

Hi @CT73,

Welcome to the EE Community. 🙂

When did your number transfer start?

James

Re: Porting from BT new SIM not registering on EE after a week

CT73 — Tue, 11 Apr 2023 17:15:45 GMT

I had an issue with activating the sim but resolved this yesterday. Now I can make calls but not receive calls. It’s still connecting to BT messages. Can’t contact EE as there help page is down and BT offers no solution.

Re: Porting from BT new SIM not registering on EE after a week

James_B — Tue, 11 Apr 2023 17:22:04 GMT

Hi @CT73,

It sounds like the port hasn't completed successfully. If restarting the phone doesn't resolve the issue, please get in touch with technical support on 150 so it can be escalated to our porting team.

Thanks

James

Re: Porting from BT new SIM not registering on EE after a week

CT73 — Tue, 11 Apr 2023 17:24:10 GMT

Thanks

Re: Porting from BT new SIM not registering on EE after a week

James_B — Tue, 11 Apr 2023 17:26:56 GMT

No problem @CT73

The team will get this sorted as quickly as possible for you.

James