topic Re: Moved from o2 to EE and kept a number in SIM cards & Porting

Moved from o2 to EE and kept a number

DeimanteDzz — Sat, 14 Oct 2023 09:19:49 GMT

I did move from o2 to EE and kept my old number.

My husband done a same

we can receive and send text messages, use data, but cannot make and receive calls, can not even make a call to 150

need urgent help please as its frustrating been nearly a week

thanks in advance

Re: Moved from o2 to EE and kept a number

bristolian — Sat, 14 Oct 2023 10:06:24 GMT

EE CS have access to your specific individual account and can be contacted on 0800 0798586 from any working phone.

There isn't any account access on this forum.

Re: Moved from o2 to EE and kept a number

Ali258 — Sat, 14 Oct 2023 21:21:16 GMT

This is a wide spread problem with EE, I am in the same boat. I am waiting since 30 Sep for porting to complete. My incoming call and incoming messages facility is busted.

Worst bit is EE cs blame other providers and say they dont have an ETA when this issue will be fixed.

Either O2 have corrupted our account or EE has messed their system.
From Monday I will be calling EE to get a ‘deadlock’ letter and to check which ADR they are registered with to raise a dispute.
Their system is in shambles!

Re: Moved from o2 to EE and kept a number

DeimanteDzz — Mon, 16 Oct 2023 05:45:19 GMT

Hi, thank you for your reply.

please advise if there is any other alternative such us visiting a store would be able to sort this issue?
Have no other access to the phone as we do not have a home phone

i wish i would read feedback about moving from other provider so I would consider to try other providers

Re: Moved from o2 to EE and kept a number

Christopher_G — Mon, 16 Oct 2023 07:13:58 GMT

Hi @DeimanteDzz

Welcome to the community.

If you want to visit one of our EE Stores, they'll do their best to help you.

Chris

Re: Moved from o2 to EE and kept a number

Ali258 — Mon, 16 Oct 2023 08:56:35 GMT

Hi @Christopher_G ,

i have been to EE store they could not help me too, they call the customer support team from store and put you through the same process. The answer I always get makes me believe that there is no accountability in EE for customer issues.

Re: Moved from o2 to EE and kept a number

Christopher_G — Mon, 16 Oct 2023 09:06:08 GMT

Sorry to hear that, @Ali258. Have you tried calling our Technical Support team directly? Have they explained what the problem is?

Chris

Re: Moved from o2 to EE and kept a number

Ali258 — Mon, 16 Oct 2023 10:41:34 GMT

I spoke to customer service team, as the technical team fixing my issue is MNP team who are non client facing.

The customer service team dont have any solution or ETA for the fix. They just say porting has failed, we dont have an ETA, we are working with third party.

Re: Moved from o2 to EE and kept a number

Christopher_G — Mon, 16 Oct 2023 11:03:56 GMT

OK, thank you, @DeimanteDzz

It sounds like it's being looked into. If you want an update, I'd recommend speaking to our technical support team again.

Please keep us updated with what happens.

Chris

Re: Moved from o2 to EE and kept a number

Ali258 — Mon, 16 Oct 2023 13:39:51 GMT

The link in the chat gets stuck in loop, cant open it.

I use 150 to reach the technical team.

Today they closed the ticket again without fixing the issue. I had to call again, got another 72 hours message from the team.

Are there any email ids that i can send contact to get the issue escalated.

Re: Moved from o2 to EE and kept a number

Christopher_G — Mon, 16 Oct 2023 14:46:19 GMT

I'm sorry to hear that, @Ali258

No, there isn't an email address. There is a complaint form you could use.

Chris