topic Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account in SIM cards & Porting

New PAYG SIM hasn't transferred old number & I can't link product to EE account

robandgrace — Thu, 30 Nov 2023 16:02:59 GMT

I ordered an EE PAYG SIM with a PAC code to transfer my number from Three. I put the new SIM in my phone on Monday night (27/12/23) but it has not transferred to my old number after nearly 3 working days now. I tried linking the number the SIM came with to my EE account but it says there's an error linking my device. I'm stuck with the wrong number and can't check my account. Can someone help with this please?

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

James_B — Thu, 30 Nov 2023 18:42:43 GMT

Hi @robandgrace,

Welcome to the EE Community. 🙂

Is your old SIM card still working?

James

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

robandgrace — Thu, 30 Nov 2023 19:41:53 GMT

The old SIM is still working if I put it in another phone

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

Katie_B — Fri, 01 Dec 2023 08:03:29 GMT

Hi @robandgrace.

Thanks for confirming.

When did you provide EE the PAC code from Three?

Katie

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

robandgrace — Fri, 01 Dec 2023 10:30:12 GMT

Hi @Katie_B ,

I provided it when I ordered the SIM.

My order confirmation email does state the number that I want to keep and that it will transfer within 1 working day

Rob.

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

Katie_B — Fri, 01 Dec 2023 10:35:30 GMT

Thanks for getting back to me @robandgrace.

I'd recommend giving us a call so our customer care team can chase the status of your number port.

Katie

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

robandgrace — Fri, 01 Dec 2023 10:37:39 GMT

The difficulty with that is the phone is in my name but for for my daughter Grace, who is at university, and so I don't have direct access to the phone right now.

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

robandgrace — Fri, 01 Dec 2023 10:43:48 GMT

Is it possible to start a chat session with customer service somehow?

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

robandgrace — Fri, 01 Dec 2023 10:50:19 GMT

Do I need to @Katie_B for a response?

Re: New PAYG SIM hasn't transferred old number & I can't link product to EE account

Christopher_G — Fri, 01 Dec 2023 13:46:26 GMT

Hi @robandgrace

I think it's going to be best if your daughter can give us a ring from her phone, if she's able to dial 150, or from another phone. If she wants to set you up as a contact on her EE account so that you can call on her behalf, she can do that too.

Contact EE

Chris