topic Re: No connection after phone number port in SIM cards & Porting

No connection after phone number port

dpmz — Thu, 20 Jun 2024 11:16:24 GMT

I've joined EE recently and I wanted to port my number from GiffGaff. Starting yesterday before noon both EE temporary number and GiffGaff stopped working (even though both shows reception of the signal). There is no data, and no possibility to make any calls. There were also no SMS from EE confirming that port has been started.

If someone tries to call me, he immediately gets redirected to the EE voice mail.

If someone tries to sms me, he gets error `Phone number formatted incorrectly`

I managed to go through the terrible experience on getting technical person checking the situation, but the problem was not resolved. I was asked to wait 24 hours since port started. And 24 hours passed, and nothing is resolved. I'm worried since I am expecting important call today.

I was told that eSim to eSim number port is impossible by someone from support, and I need to order physicals sim or go to EE store. So they just left me without connection. It's feels a bit inconsistent: why they didn't let me know prio number port that it won't work?

Re: No connection after phone number port

Leanne_T — Thu, 20 Jun 2024 13:26:37 GMT

Hi there @dpmz

I am sorry to hear this has happened.

Did you get an eSIM emailed to you to download to the new phone?

Our technical support team will have access to your account to see what is needed to get this sorted for you, have they sent a SIM by post?

Leanne.

Re: No connection after phone number port

dpmz — Thu, 20 Jun 2024 14:59:08 GMT

Hi Leanne,

Yes, the eSim was emailed, I downloaded it directly to my phone.

Thanks.
Margarita

Re: No connection after phone number port

Leanne_T — Thu, 20 Jun 2024 15:02:38 GMT

Thanks @dpmz

What happens when you try and make a call?

Do you still have an EE signal showing after the number transfer?

Leanne.

Re: No connection after phone number port

Christopher_G — Fri, 21 Jun 2024 09:40:08 GMT

Hi @PaulBrum

It sounds like some of the port has gone through. It may be worth giving our Mobile Care team a call so they can check the port fully went through and refresh your SIM.

Chris

Re: No connection after phone number port

dpmz — Fri, 21 Jun 2024 12:28:39 GMT

The latest update:

- New physicals sim has been acquired from EE store. It was suggested that it needs another 1-24h before it starts working. I'll post here as soon as sim start working.

- We have tried to reach out Mobile Care Team, and they suggested to just order a sim or get it from EE store.

Re: No connection after phone number port

dpmz — Fri, 21 Jun 2024 21:20:29 GMT

Physical sim card still does not work: when I'm trying to call, I get 'You have dialed an incorrect number'. No matter what is the number, even 150 gives the same result.

Do you know if there are any ways to check that everything is ok?

Re: No connection after phone number port

James_B — Sat, 22 Jun 2024 07:41:47 GMT

Have 24 hours passed since you activated the SIM, @dpmz?

James

Re: No connection after phone number port

dpmz — Sat, 22 Jun 2024 08:05:40 GMT

Hi @James_B

Not yet. 3 hours left. State is the same. Nothing works, but phone shows that there is a reception.

I am already without any connection since 19th. The whole process is taking ridiculously long.

Regards, Denis

Re: No connection after phone number port

dpmz — Sat, 22 Jun 2024 10:32:55 GMT

Hi all

My problem got resolved via chat. Apparently something was off with my account. Support specialist did something with my it (I was told that my account was refreshed), and my problem went away in a minute after that.

I have a feeling that it could have been done at 19th of June right away, but it is what it is.

I hope this will be helpful!

Re: No connection after phone number port

James_B — Sat, 22 Jun 2024 10:53:29 GMT

Thanks for the update @dpmz

I'm happy to hear it's sorted. 🙂

James