topic Re: Transferred from Smarty from physical SIM to EE eSim in SIM cards & Porting

Transferred from Smarty from physical SIM to EE eSim

MatthewJL — Fri, 11 Oct 2024 11:53:15 GMT

Hi there, hoping someone can help.

I switched my plan from Smarty over to EE. Smarty had a physical sim, I opted for an eSIM on EE. I used the PAK code etc. to port over my old number, scanned and installed the eSIM, and waited until I got a text confirming my number had been transferred.

That text came in an hour ago, so I shut down the iPhone, removed the old Smarty SIM, and booted it up again.

But my number on the Phone app is still the temporary EE one. Is this a bug? Is there an easy way to fix this? Thanks

Re: Transferred from Smarty from physical SIM to EE eSim

Ali_A — Fri, 11 Oct 2024 14:45:30 GMT

Hi @MatthewJL

Welcome to the EE and to the Community pages

Numbers can transfer anytime between 6am and 11.59pm on day of transfer.
The EE app can take a few hours to update after this.

In the mean time, if your number is fully working on the EE eSIM, you can correct your iPhone number by going into Settings > Phone to update it.

Ali

Re: Transferred from Smarty from physical SIM to EE eSim

MatthewJL — Fri, 11 Oct 2024 16:19:11 GMT

Hi Ali, thanks for your reply. I got the the following text from 150 at 11:59am today,

“Your existing number transfer to your EE plan is now complete, please turn your device off and on again for these changes to take effect. For more information about your EE plan visit ee.co.uk/myaccount”

But it still hasn’t changed on my phone? And I tried going into Settings > Phone and updating my number there but when I tap Save nothing happens!

Re: Transferred from Smarty from physical SIM to EE eSim

Ali_A — Fri, 11 Oct 2024 16:29:10 GMT

@MatthewJL

When you make a call does it show your temporary EE number on the recipients phone or your transferred-number?

Ali

Re: Transferred from Smarty from physical SIM to EE eSim

MatthewJL — Fri, 11 Oct 2024 16:49:48 GMT

I don’t know, I tried calling my mum and she said my name came up on her iPhone as usual

Re: Transferred from Smarty from physical SIM to EE eSim

Ali_A — Fri, 11 Oct 2024 16:59:21 GMT

@MatthewJL

Your number has transferred over on the network.

It may be worth waiting 24 hours before attempting to update the number in the settings.

Ali

Re: Transferred from Smarty from physical SIM to EE eSim

MatthewJL — Fri, 11 Oct 2024 17:17:58 GMT

Thanks. Maybe lunch time tomorrow I should restart my iPhone, check the Settings > Phone, and try to update the number there again? I’ll reply again if it’s still not working, and if it is, I’ll mark your comment as the solution 🙂 Thanks

Re: Transferred from Smarty from physical SIM to EE eSim

Chris_B — Fri, 11 Oct 2024 17:25:29 GMT

@MatthewJL Turn off iMessage and FaceTime and restart the device then check your number in settings>phone if it shows correct you can switch iMessage and FaceTime back on.

Re: Transferred from Smarty from physical SIM to EE eSim

MatthewJL — Sat, 12 Oct 2024 11:05:48 GMT

Hasn’t fixed it unfortunately.

Should I try deleting my eSIM so that I have no SIM card installed at all, then rescanning the QR code that came in the post?

Re: Transferred from Smarty from physical SIM to EE eSim

Peter_W — Sat, 12 Oct 2024 11:24:27 GMT

Hi again @MatthewJL, I'm disappointed to hear that this still isn't quite working as it should be.

Are you still having the same issue where updating the number isn't saving?

Also what number is showing for iMessage in your settings, and if you message people does this show as coming through from the correct number?

Peter

Re: Transferred from Smarty from physical SIM to EE eSim

MatthewJL — Wed, 16 Oct 2024 15:17:46 GMT

It still isn’t working. I’m not able to change the number at all under Phone Settings either.

In iMessage settings, there’s two numbers: my ‘old’ number (i.e. the one that EE was supposed to port over) with a notice at the top saying Registered numbers, 24 days left, “This number is registered to your Apple Account but is not associated with this phone. You can keep using the number for iMessage and FaceTime until it expires.”

Then beneath my ‘old’ number is the temporary EE one, but unticked

Re: Transferred from Smarty from physical SIM to EE eSim

Ali_A — Wed, 16 Oct 2024 17:18:34 GMT

@MatthewJL

Don't delete the eSIM, as the QR code will not work to reinstall it (you'd need a new QR code).

On the error message, can you click where it says to remove the number from iMessage and FaceTime (in red). Then back out of both iMessage and FaceTime. Go back into them and select your correct phone number again when it pops up?

Ali

Re: Transferred from Smarty from physical SIM to EE eSim

MatthewJL — Wed, 16 Oct 2024 18:07:21 GMT

Thank you for the advice not to delete the eSIM. I wasn’t intending to per se, but I was wondering if just deleting it and then rescanning it might perhaps solve this problem.

I could do this but what if I can’t re-enable this, and then I lose the ability to message people on iMessage? Also, can you please specify exactly what you mean by “Back out of”?

Re: Transferred from Smarty from physical SIM to EE eSim

Ali_A — Fri, 18 Oct 2024 17:14:36 GMT

@MatthewJL

Sorry, with back out we mean exit from the iMessage/FaceTime settings. There shouldn't be any reason you can't re-enable the services.

Once a QR code has been used it's not possible to reuse it, you'd need a new QR code. It's best to discard the QR code you have to avoid any future confusion. Rather than a new eSIM install, it may be worth contacting Customer Service to run a diagnostics. They may simply send a SIM settings refresh to be pushed to your device.

Let us know how you get on.

Ali