topic issues with phone in SIM cards & Porting

issues with phone

UncleBob1 — Mon, 08 Jan 2024 15:51:14 GMT

I have one sim card, in the phone it can be seen in settings in two places with a different number on each, I'm having issues with phone could this be a cause

Re: issues with phone

Katie_B — Mon, 08 Jan 2024 16:55:03 GMT

Hi @UncleBob1.

Welcome to the community.

Have you recently ported your number? if so, could the other number be a temporary number that was provided?

What issues are you experiencing?

Speak soon,

Katie

Re: issues with phone

UncleBob1 — Mon, 08 Jan 2024 17:42:35 GMT

Hi Katie_B ,

I joined EE the middle of last week, after leaving PlusNet due to them closing mobile accounts in the early days of this year,

I received my sim last Wednesday with my old number transferred to it, but I could see its original number on its packet,

I put it in my phone, and sent a text, but to the recipient it arrived from the sims number not mine, the same when making a

call, I rang EE and they went through it with me, I left it over night and the next day all was good, but not for long I was able to send a text but not receive one and then not receive one, If I made a call I would be told I've Dialed incorrectly, if I was rang they were told I'm not available, and thats how its been since wenesday I'v rang EE everyday at least once, I rang this morning, and now I have an over night wait to see if this mornings actions have cured it, EE will call me about midday on the land line, its becoming boring,

Cheers UncleBob1 .

Re: issues with phone

Katie_B — Mon, 08 Jan 2024 17:46:49 GMT

Thanks for getting back to me @UncleBob1.

Please keep us updated tomorrow to let us know if this has been resolved.

Katie

Re: issues with phone

UncleBob1 — Tue, 09 Jan 2024 19:03:01 GMT

Hi Katie,

As I've said before I've been on the phone to EE every day at least once, today I spoke to a lady in northern Ireland , she was very knowledgeable listening to me, she put me on hold and went away and sorted it, came back to tell me it was a porting issue and its PlusNet's error they have not sent over all the necessary files to complete my transfer so she has set the ball rolling it will take 72 hr's to complete so Friday afternoon it is then, here's hoping

UncleBob1

Re: issues with phone

Christopher_G — Wed, 10 Jan 2024 07:59:25 GMT

Fingers crossed that's it sorted, @UncleBob1

Please keep us updated on what happens.

Thanks
Chris

Re: issues with phone

UncleBob1 — Fri, 12 Jan 2024 16:57:15 GMT

No joy yet, I've waited 72 hrs from my last call for the fix, told its being investigated why PlusNet have failed

to transfer my number, I await a call next Tuesday morning , I pointed out I've received my first bill and when it's due,

and I have not been able to use the phone yet, I've taken the sim card out and will use WhatsApp as long as I

can log on any near-by Broadband, so thats it for now.

Re: issues with phone

UncleBob1 — Fri, 12 Jan 2024 18:49:08 GMT

I've just noticed my direct debit has been taken, and my phone isn't usable yet, what the 😡.

Re: issues with phone

Christopher_G — Sat, 13 Jan 2024 08:32:07 GMT

The EE SIM is likely to be active with a temporary number, @UncleBob1. It's difficult to say, as we don't have access to your account here. Once it's been established where the problem lies, they'll be able to check if you've overpaid because of a system issue.

Chris

Re: issues with phone

UncleBob1 — Tue, 16 Jan 2024 12:15:34 GMT

And so it continues, I was called this morning on the land line as promised, and reported no change still unusable,

being put on hold for several minutes, told I will be called next Monday, but to check the phone occasionally,

I said my contract started on January 2nd and a direct debit has been taken, she said I will be compensated,

I asked are there many cases like this and she said thousands, so hey ho.

Re: issues with phone

Leanne_T — Tue, 16 Jan 2024 13:07:05 GMT

Thanks for coming back and updating us @UncleBob1

Please let us know how you get on when the team call you again.

Leanne.

Re: issues with phone

UncleBob1 — Wed, 17 Jan 2024 14:21:28 GMT

Hum very strange, although I joined EE on jan 2nd, and not been able to use the phone yet, I switched it on this morning to find I had a text from EE, I thought great something is happening , it was from the EE points program reminding me that I am a high-quality user of the company, and I have be given some points as a gift they expire in three days, 5250 in fact , there were several item one was a smart watch mine for 5000 points further on a request for my card details, wow I thought EE have my card details, scam alert I thought, what do you think, but a greater mystery how did the text get to me, 07311 957987 was the number the text was from, I dialled it but was told incorrect number as normal so all very strange.

Re: issues with phone

Leanne_T — Wed, 17 Jan 2024 14:59:34 GMT

Hi @UncleBob1

That isn't a genuine message from EE.

Please report it by forwarding the message to 7726.

Our Online Security: Avoid and Prevent Scams | EE Help page has information on reporting any scams to our security team

Leanne.

Re: issues with phone

UncleBob1 — Wed, 17 Jan 2024 17:56:50 GMT

Hi Leanne_T

thanks for confirming what I thought, unfortunately I can't see how to forward it, and I don't think my phone

could any way at the moment.

UncleBob1

Re: issues with phone

Leanne_T — Wed, 17 Jan 2024 17:59:41 GMT

Hi @UncleBob1

You would need to be able to send texts to copy the message and send to 7726 or forward this. Please delete the message and don't click on any links and enter personal details.

Leanne.

Re: issues with phone

UncleBob1 — Wed, 17 Jan 2024 18:18:46 GMT

Hi Leanne_T

I opened the window to delete and noticed a Block and report as spam option

so did that then deleted it. thanks for your help.

UncleBob1

Re: issues with phone

Leanne_T — Wed, 17 Jan 2024 18:21:35 GMT

No problem @UncleBob1

Thanks 🙂

Leanne.

Re: issues with phone

UncleBob1 — Thu, 18 Jan 2024 19:41:28 GMT

Well although my mobile hasn't been fully ported yet I await a land line call on Monday, hopefully it will be sorted by then.

meanwhile by my own endeavour I can make and receive calls using wifi connection to the mobile network,

but limits me to be in range of a router, so I believe what's missing from my porting is the ability of the phone to connect itself

to the mobile network , and yes the phone is switched on to use mobile data, but apparently it can't ,

so I await Monday, here's hoping,

UncleBob1

Re: issues with phone

bristolian — Thu, 18 Jan 2024 20:08:50 GMT

All that alters with WiFi-calling, assuming that's what you're referring to, is that the radio access bearer is different. The core network - including porting & provisioning data - is the same.

I suspect you're referring to using web-calling apps such as WhatsApp, Skype, Messenger and suchlike.

Re: issues with phone

UncleBob1 — Thu, 18 Jan 2024 21:35:03 GMT

Hi, What I did was to turn on allow the phone to use Wi-Fi , it already is turned on to allow to use Data also EE Data

as the preferred one, I noticed at the top of the screen a small Vo appeared besides the Data bars, I made a test call and

it was answered, I asked for a call back and received it. I turned the router off and the phone reverted back to how it

has been, I make a call and be told I've dialled an incorrect number, anyone calling me would go straight to voicemail,

it's all very interesting, but I'll be glad when it's resolved.

cheers UncleBob1.