topic Re: Number porting in SIM cards & Porting

Number porting

Sb7797 — Fri, 23 Jun 2023 20:28:56 GMT

Hello

I joined ee Sunday the 18th of June, my number ported on the 20th June and 4 days later I still can't receive calls or texts, I've spoke to ee and they just say there's been a delay and my number is stuck between networks or something. Has anyone experienced this or know why it has happened ?

Re: Number porting

Sb7797 — Fri, 23 Jun 2023 20:37:47 GMT

Hello

My number was ported from o2 on Tuesday the 20th and same here it's Friday and I still can't receive text messages and phone calls from other people , only if on ee. Its a nightmare

Re: Number porting

Sb7797 — Fri, 23 Jun 2023 21:33:54 GMT

I have a Samsung A14 I've been on the phone nearly all week to ee they first said the port would complete Friday/ today now theyve said it will be Monday, ee don't say what the problem is apart from its " its only half ported or something or its split. I went to the ee store today and not very helpful they said you just have to wait for it to go through. They must know why it's not fully gone through.

Re: Number porting

Sb7797 — Sat, 24 Jun 2023 07:49:37 GMT

I ported from o2 on Tuesday 20th June, I can't recieve phone calls or texts, but I can ring out. EE say the port has split or something and it will be complete in 24 hours then 48 hours now 72 hours.

Anyone else having this issue.

Re: Number porting

James_B — Sat, 24 Jun 2023 11:42:48 GMT

Hi @Sb7797,

Welcome to the EE Community. 🙂

I'm sorry to hear there has been a problem with your number transfer.

Our porting team will be working with your old network to resolve it as quickly as possible.

James

Re: Number porting

bristolian — Sat, 24 Jun 2023 21:47:28 GMT

To add - a "split port" is when a number port isn't complete, some aspects are complete but others aren't.

For example, you may be able to make outbound calls on your new SIM but incoming calls still go to your old one - or similar. You've done the right thing in reporting this to CS.

Re: Number porting

Sb7797 — Sun, 25 Jun 2023 09:42:58 GMT

I'm just starting to think this issue isn't going to be resolved, first they say 24 hours then 48 hours now 72 hours. I dont think ee even know, they don't even provide updates.

Re: Number porting

Sb7797 — Sun, 25 Jun 2023 09:52:32 GMT

When I ring my mobile its just a high pitched continuous sound. I'm thinking something is wrong and ee don't know how to rectify it, all they say is " it will be complete in 24 hours then 48 hours now 72 hours. Surly they must know when it will be complete. I dont hold out much hope really.

Re: Number porting

James_B — Sun, 25 Jun 2023 10:53:18 GMT

Hi @Sb7797,

This will be resolved, but EE and your previous network's porting teams will need some time to work on it.

I'm very sorry for any inconvenience caused in the meantime.

James

Re: Number porting

Sb7797 — Sun, 25 Jun 2023 12:01:07 GMT

When I contacted o2 they said my number had been ported, so I don't know what's happened.

Re: Number porting

James_B — Sun, 25 Jun 2023 12:06:19 GMT

Don't worry, @Sb7797. Our porting team will know what action needs to be taken to resolve the issue.

James

Re: Number porting

simdelj — Sat, 29 Jul 2023 06:49:38 GMT

So far it has been 4 days that my number has not ported across. I joined EE Tuesday 25th July earlier in the week (today is Saturday 29th). I gave the PAC code from my then supplier O2 to EE (in store) as I need to keep my original number for obvious reasons....to connect to family, friends, work clients (I am self employed and I've had no calls from any clients, so I am loosing work here), for financial services communications (my bank uses my mobile number to confirm it is me) and many other every day needs. EE tell me that the port is stuck. I have been in store yesterday to try to get this resolved ASAP because the situation is costing me financially. I have been in store to my previous service provider O2 and they can't help me as their SIM is no longer working. I have been online and they can't help me. I have made phone call to customer service and they can't help me. All I am told is that they "hope" this will be resolved by itself, maybe Monday. WHAT ON EARTH IS HAPPENING HERE! This situation is effecting my livelihood! If I can't get to keep the number I've had for some 17 years now because of technical issues from EE, how am I supposed to deal with having to inform all my contacts of the new number? I have around 2,000 people to contact. I have hundreds of clients to try to find out how to email. Some won't get my message if it just goes into their spam. WHY AM I THE ONE HAVING TO DEAL WITH THIS. EE know my situation, it's already been explained to them. Surely EE have technical experts who can handle this and get it resolved in good time. Customer 'Care'...please? This is going to be a loooooong weekend for me.

Re: Number porting

Katie_B — Sat, 29 Jul 2023 07:22:08 GMT

Good morning @simdelj.

Welcome to the community.

I am sorry to hear this is happening and how much of an impact it is having.

When you spoke with our customer care team did you get transferred over to technical care?

Has a ticket been raised for this?

Speak soon,

Katie

Re: Number porting

Sb7797 — Sat, 29 Jul 2023 07:43:32 GMT

Hi

My number has been successfully ported now, the port had split, thank you

Sent from Outlook for Android<>

Re: Number porting

Sb7797 — Sat, 29 Jul 2023 07:47:31 GMT

My number had split, they call it a split port or something, but my number has fully ported now, thank you.

Re: Number porting

Sb7797 — Sat, 29 Jul 2023 07:51:32 GMT

The same happened to me porting from o2 to ee, I ported on the 20th of June and it was fully completed on the 26th June. It is frustrating.

Re: Number porting

simdelj — Sat, 29 Jul 2023 08:05:08 GMT

Hi Katie.

Thanks for the swift reply.

I don''t know if it was technical care. Nobody said if I recall right.

No ticket was raised, not given to me at least.

Re: Number porting

Katie_B — Sat, 29 Jul 2023 08:19:49 GMT

Thanks for confirming @simdelj.

I would recommend getting back in touch and asking if this has been escalated over to our number port team. I believe the agent would have already done this but best to check so this can be resolved as soon as possible for you.

We have no account access here on the community so I can't check for you.

Please be sure to keep me updated and I will do all I can to help.

Katie

Re: Number porting

simdelj — Sat, 29 Jul 2023 08:33:09 GMT

Hi Katie.

EE know my situation. I was on the case with them almost all day yesterday.....in store, online chat and over the phone. So 3 different attempts to 3 different customer care service providers from EE in the morning, afternoon and later in the evening. It's made no difference. They say if it doesn't transfer before the weekend that they can't do anything during the weekend, but personally speaking, service support is required 7 days a week and not just 9-5pm on weekdays. We each all communicate 7 days a week and service providers know this but don't seem to have the expertise, knowhow or fix available for urgent situations. I will be at work shortly as I am a photographer and have a wedding all day today to photograph. I need this number to port ASAP, not after the best part of a week.

What happens if it isn't fixed Monday? I shall be away after then with my work and need to communicate and receive communications.

Many thanks.

Re: Number porting

Katie_B — Sat, 29 Jul 2023 08:56:15 GMT

Hi @simdelj.

That's right number ports don't take place over the weekend.

Please keep me posted on the outcome on Monday, fingers crossed this is resolved soon.

Katie