topic Re: Loss of service when upgrading to new iPhone in SIM cards & Porting

Loss of service when upgrading to new iPhone

Ptorsiello — Sun, 13 Oct 2024 14:41:17 GMT

How did this get resolved ?

Re: Loss of service when upgrading to new iPhone

Ptorsiello — Sun, 13 Oct 2024 12:20:03 GMT

Hi how was this resolved ? I have the same issue

Re: Loss of service when upgrading to new iPhone

Ptorsiello — Sun, 13 Oct 2024 12:22:43 GMT

Did it get sorted ?

Re: Loss of service when upgrading to new iPhone

bristolian — Sun, 13 Oct 2024 12:50:10 GMT

Multiple posts across different threads have been merged into one single thread - but can you explain what your issue is?

Use the "reply" function to keep all your posts on the same topic in the same place.

Re: Loss of service when upgrading to new iPhone

Peter_W — Sun, 13 Oct 2024 14:29:03 GMT

Good afternoon @Ptorsiello.

I can see you posted on quite a few threads, and all of these replies have been merged into one thread so we can be sure you get the best possible help here.

Like @bristolian has mentioned, can you please give us a breakdown of the exact issue you've been facing?

That way we can pick an appropriate title for the thread too.

Peter

Re: Loss of service when upgrading to new iPhone

Ptorsiello — Sun, 13 Oct 2024 14:37:51 GMT

I recently upgraded to the new iPhone 16 pro max and was also sent a new simcard. I did the data transfer and then it prompted me to transfer my phone number, there were two options available (both the same phone number) and clicked one of the options. Old phone said phone has been transferred to iPhone 16 and now says ‘no sim’ . New phone has ‘no service’ despite me activating the new SIM card. Went to EE shop and they gave me another physical SIM card and this also did not work after 24 hours.

after reading countless forums I realised that this is the unfortunate issue that no one knows how to fix and requires the specialist tech people to fix and it takes weeks ?! I have a newborn baby and need my phone as I’m awaiting calls from the hospital this is very dangerous !!

Will I get compensation for loss of service ?

if I cancel the contract and device (14 day cooling period) will my old sim work again ?

Re: Loss of service when upgrading to new iPhone

Peter_W — Sun, 13 Oct 2024 14:44:37 GMT

Thanks for explaining that @Ptorsiello.

I can see you've done a fair bit of research around various forums with this, but have you had a chance to speak with our technical team directly other than your trip to the store?

Sometimes we will need to raise a ticket to get more complex issues resolved, but we'll always aim to keep you up to date on what's happening.

Peter

Re: Loss of service when upgrading to new iPhone

Ptorsiello — Sun, 13 Oct 2024 14:50:21 GMT

Hi Peter

yes I’ve spoken to the technical team who have raised a single user fault and passed it to the specialist team who could possibly fix it in approx ‘3-5 working days’ but as I said earlier it doesn't look like it gets fixed for weeks and weeks for everyone else so I’m almost 100% sure it will not get fixed in 3-5 working days.

if I get a new number and have the plan on my new number does this resolve the issue ? I’d rather have a working phone with a new number than to wait for weeks without phone for my old number

Re: Loss of service when upgrading to new iPhone

Peter_W — Sun, 13 Oct 2024 15:08:11 GMT

Thanks for confirming that @Ptorsiello.

I'm glad to hear our team are on the case with this now; single user faults can sometimes take a bit of investigation, but as soon as we have an update we'll let you know.

I wouldn't recommend taking another number as a short term solution, as ultimately this issue will be resolved and your contract with your existing number will continue to run, leading to you paying more

I can appreciate your need for a number as a lifeline though, and if you need something in the meantime there is the option of taking a pay as you go SIM.

You can order these via the link above, or also purchase them in our retail stores, or locations like Supermarkets and Newsagents too.

Peter

Re: Loss of service when upgrading to new iPhone

Ptorsiello — Sun, 13 Oct 2024 17:28:36 GMT

Hi Peter,

Thanks that’s helpful !

i have another question - happen will happen if i cancel my contract - I am still within the 14 days and bought online, Will that solve anything or will I still have issue with my number

Re: Loss of service when upgrading to new iPhone

Christopher_G — Mon, 14 Oct 2024 09:50:45 GMT

We don't have access to your account here, so it's really difficult to say, @Ptorsiello.

Our technical support team are in the best position to advise you on this.

Chris

Re: Loss of service when upgrading to new iPhone

Ptorsiello — Mon, 14 Oct 2024 13:52:39 GMT

It got sorted !! Tech support Sami helped me !

solution:

Put the sim back in the old phone , then factory reset the new phone. When setting up the new phone and prompted to transfer phone number or eSIM , DO NOT DO IT, just skip those steps and say ‘set up later’. You can then put the sim back in the new phone and it works.

Moral of the story stay away from eSIM when upgrading …

Re: Loss of service when upgrading to new iPhone

Christopher_G — Mon, 14 Oct 2024 14:52:18 GMT

Thanks for coming back to let us know, @Ptorsiello

I chose the option for eSIM, when I upgraded and it worked OK. I'm not sure what caused the problem, but your solution is definitely correct if you're looking to keep using a physical SIM.

I'm glad you're up and running. 🙂

Chris