topic Re: Transferring your old phone number in SIM cards & Porting

Transferring your old phone number

Arci — Mon, 10 Jun 2024 14:30:59 GMT

For 2 weeks I have been calling EE asking to port my old phone number because when I try to do it via the website or application I get information that the format of my PAC is incorrect, which is not true.Considering that I moved from BT, it looks even more tragic. Could someone tell me how many calls you have to make to EE and how many weeks you have to wait for your old phone number to be transferred to EE, something that is normally done within 24 hours?

Re: Transferring your old phone number

James_B — Mon, 10 Jun 2024 17:20:18 GMT

I'm sorry to hear there was a problem with your number transfer, @Arci

What were you advised when you called technical support?

James

Re: Transferring your old phone number

Arci — Mon, 10 Jun 2024 17:45:51 GMT

It's the same every time, I give them my PAC and phone number and they tell me that my old number will work the next day

Re: Transferring your old phone number

James_B — Mon, 10 Jun 2024 18:05:28 GMT

Hi @Arci,

Could they see the previous attempts to port your number?

Did they mention why they weren't successful?

James

Re: Transferring your old phone number

Arci — Mon, 10 Jun 2024 18:28:05 GMT

I don't understand your question, how to see?. I do it over the phone every time

No one ever explained to me why this wasn't done. I often hear "no", don't worry, I'll do it for you now. And nothing comes of it

Re: Transferring your old phone number

JasonKerr1 — Mon, 10 Jun 2024 18:47:11 GMT

Make sure they have a note that ur complaining about otherwise you’ll get nowhere.

Re: Transferring your old phone number

Arci — Mon, 10 Jun 2024 18:57:35 GMT

I am not complaining about anyone. I'm just asking for my number to be transferred. Is it really that much? Is it just standard that you have to file a complaint because otherwise nothing can be done? What note, what are you talking about?

Re: Transferring your old phone number

JasonKerr1 — Mon, 10 Jun 2024 19:04:16 GMT

If u have to complain about anything get an ref number so if the issue
isn’t sorted the advisor knows exactly what ur calling about.

Re: Transferring your old phone number

Katie_B — Tue, 11 Jun 2024 06:45:31 GMT

Hi @Arci.

Our technical care team should be able to see the port requests on your EE account.

Was anymore information provided as to why your requests have not been successful?

Katie

Re: Transferring your old phone number

Arci — Thu, 13 Jun 2024 17:19:07 GMT

So I called EE on Tuesday and it turned out that 1 of the 3 numbers I wanted to transfer had been transferred and the remaining 2 numbers had been removed by EE. Why they were removed, no one knows. EE initiated an investigation that was supposed to last 3 days and someone was supposed to contact me during that time. As you can guess, no one contacted me, which is not a surprise because I don't expect anything good from EE. So tomorrow I have to call EE again. Failure is an understatement.

I'm wondering, EE has not been able to transfer my phone numbers for 3 weeks, as I promised when concluding the contract, is this not a breach of contract by EE because EE did not transfer the numbers?

Re: Transferring your old phone number

James_B — Thu, 13 Jun 2024 18:03:56 GMT

Hi @Arci,

What do you mean when you say the numbers were removed? Did technical support say the number porting had failed?

James

Re: Transferring your old phone number

Arci — Fri, 14 Jun 2024 02:04:07 GMT

I don't know what "removed" means, that's exactly what I was told on the phone. Yes, tech support said the number porting failed, but they don't know why. Someone was supposed to call me within 3 days and tell me the results of the EE investigation, but of course that didn't happen

Re: Transferring your old phone number

Christopher_G — Fri, 14 Jun 2024 06:50:54 GMT

Hi @Arci

I'm really sorry to hear that you haven't received a call about this. It may be worth getting in touch to see if there is an update. Hopefully it's all sorted for you soon.

Chris

Re: Transferring your old phone number

Arci — Sat, 15 Jun 2024 06:10:35 GMT

Minor update. Yesterday I called EE again. Of course, at the beginning it turned out that no one knew anything about my old numbers being deleted and about EE's investigation into this matter, which I heard about on Tuesday. This was probably another EE lie. Then, after an hour and a half of conversation and several requests to speak to the Team Leader, as the operator once again tried to get rid of me by telling me the same nonsense as before, I was promised that my 2 old numbers would be transferred 100% by Monday morning. Last night I received an email from BT about porting one old number, one of two. So this is probably not the end of the matter and I will have to make more calls to EE and a 4th week of fighting to transfer the old numbers if nothing changes by Monday and I would like to point out that I have already made 6 calls to EE regarding this matter.

In connection with all this, I have a question: why should I pay the bill for a service that I have not been able to use for almost a month, because in fact without the old number my phone is useless. Should EE pay compensation in this situation?

Re: Transferring your old phone number

Arci — Sat, 15 Jun 2024 16:46:34 GMT

I have just received my BT bill, this should be my last BT bill. But no, that won't happen because BT has already informed me that since phone numbers are not transferred to EE I will have to pay another BT phone bill because my billing period is from the 15th to the 15th of every month

If EE has not been able to transfer my old phone number for 4 weeks, please tell me why should I pay for the incompetence of EE employees?

Re: Transferring your old phone number

Katie_B — Sun, 16 Jun 2024 07:06:00 GMT

Good morning @Arci.

I completely understand how frustrating this must be.

I'd recommend speaking with BT customer care who can look into your bill charge further.

Katie

Re: Transferring your old phone number

Arci — Sun, 16 Jun 2024 07:41:52 GMT

Maybe we should skip the psychological games like "I understand how frustrating this is" because it doesn't impress me.

BT has made it clear that there is a deadline of June 15 to port your phone number, if your number is not ported by this date you will be charged an additional amount. And it's not BT's fault, but the fault lies with the incompetence of EE staff.

I have one simple question. If EE hasn't been able to transfer my old phone number for 4 weeks, why should I pay the EE bill for a phone that I can't actually use because it's useless without the old number ????

Re: Transferring your old phone number

Christopher_G — Sun, 16 Jun 2024 13:37:04 GMT

I've sent you a private message, @Arci

Could you take a look and get back to me please?

Thanks

Chris

Re: Transferring your old phone number

Arci — Thu, 20 Jun 2024 06:14:34 GMT

Time for a little update. Last Monday my remaining phone numbers were changed. To sum up, the time needed by EE to change the telephone numbers was 26 days, and in the meantime I made 7 calls to EE regarding this matter. In the meantime ,I also had to pay an additional bill to BT because EE ported my number too late in the new billing month, which exposed me to additional costs that EE no longer cares about. I caught EE in a lie three times. It's just a won battle, not a war, because not all my problems with switching my account from BT to EE have been solved. There is still the matter of two accounts that EE opened for me after moving from BT to EE, but that's a different topic. Finally, I would like to thank Christopher_G from EE who offered his help

Re: Transferring your old phone number

Leanne_T — Thu, 20 Jun 2024 06:38:43 GMT

Morning @Arci

Thanks for the update.

I have replied to your private message for some details 🙂

Leanne.