topic Re: Moving to EE in SIM cards & Porting

Moving to EE

Yalda_ee — Wed, 08 Oct 2025 12:27:40 GMT

I wanted to join EE and tried to get a mobile deal, but after three unsuccessful attempts to place my order online and over the phone, I finally received my phone on the fourth attempt. During this process, two credit checks were carried out on my profile.

I received the phone about two weeks ago, but my old number from O2 still hasn’t been transferred to EE, even though I provided my PAC code when placing the order. I was told the transfer would take about two days, but nothing happened.

I called customer service and was told that the transfer process hadn’t even been started. I gave them my PAC code again on October 4th, and they said the number transfer would be completed by October 7th. Since October 7th, neither my old O2 SIM card nor my new EE SIM card has been working, and I’ve missed several important calls over the past two days.

I am very disappointed with EE’s service and the overall experience so far.

Re: Moving to EE

Ali_A — Wed, 08 Oct 2025 15:52:54 GMT

Hi @Yalda_ee

Welcome to the community and thanks for reaching out.
I'm sorry to hear your experience in joining us hasn't been to our usual standards.

I'm glad to hear your PAC code has been processed. You'll know the number transfer to your EE SIM has completed correctly once your O2 service stops.

However, as this is a new line and you're unable to make/receive calls using your EE SIM, please get in touch with our Customer Service team from an alternative line where a guide will be able to check the plan on your line matches the service you have signed up to.

Ali

Re: Moving to EE

bristolian — Wed, 08 Oct 2025 15:38:46 GMT

A PAC is normally actioned the working day after it is submitted.

Actual downtime - when you have no working phone on your number - should only be a matter of minutes between the donor network being cancelled and the recipient network going live. That will affect all calls though, regardless of who the caller is.

What you can sometimes find on porting day is split service. That is, incoming calls go to your old phone whilst you can make outgoing calls from your new phone.

Re: Moving to EE

Yalda_ee — Thu, 09 Oct 2025 14:26:04 GMT

It’s been three days and none of my SIM cards are working. I have no alternative number to contact customer service, and there is no live chat available. I deeply regret joining EE.

Re: Moving to EE

Peter_W — Thu, 09 Oct 2025 16:03:41 GMT

Hi again @Yalda_ee, I'm disappointed to hear things still aren't working as they should be.

I'm confident that our team will be able to get things sorted out for you though, and if you're able to borrow a phone from a friend or family member, you can still get in touch via the details @Ali_A shared.

If you're unable to access another phone, you can also visit one of our retail stores, and they can help you get in touch with someone too.

Peter