topic Re: Incomplete number transfer in SIM cards & Porting

Incomplete number transfer

Orange196612 — Mon, 10 Nov 2025 10:03:56 GMT

Hi, I started using EE a few weeks ago. My old number was recently ported, but for the past week, whenever I send SMS messages, the recipient still receives them from the new number. When I call, it shows my old number, but when I text, it shows the new one.

Why is this happening and when will it be fixed? Thank you.

Re: Incomplete number transfer

Michael_D — Mon, 10 Nov 2025 12:18:57 GMT

Hi @Orange196612

Welcome to the community.

There are a few things to check on the phone itself to make sure the number is correct.

If you go into the phone settings, is the ported number showing in the My Number section?

Which model of phone are you using?

Michael

Re: Incomplete number transfer

Orange196612 — Tue, 11 Nov 2025 11:43:04 GMT

Hello,

Thank you for your reply.
The phone model is iPhone 15 Pro Max. I checked on the phone under Settings / Mobile Service / My Number, and I can see the correct number there. However, SMS messages are still being sent from the other number.

Re: Incomplete number transfer

Michael_D — Tue, 11 Nov 2025 11:57:12 GMT

If it is an iPhone, it is also worth checking the iMessage settings to make sure it is correct there.

You can see this under Settings > Apps > Messages > Send & Receive.

If that is incorrect turn off iMessage and FaceTIme (FaceTime is under Settings > Apps > FaceTime) and then restart your phone. When the phone is back on, turn on iMessage and FaceTime again, check the number in iMessage again, and try to send a text.

Let me know how you get on.

Michael

Re: Incomplete number transfer

Orange196612 — Tue, 11 Nov 2025 12:17:57 GMT

Thank you very much for your help, everything is working well now. Have a great day!

Re: Incomplete number transfer

Michael_D — Tue, 11 Nov 2025 12:30:51 GMT

Brilliant news @Orange196612. I'm glad to hear it.

Take care and have a great day.

Michael

Re: Incomplete number transfer

Orange196612 — Wed, 12 Nov 2025 11:11:44 GMT

Hi, I’m writing again. The problem with SMS is still there. Yesterday, I managed to send a few messages from my old number, but later in the evening, I was told that the messages are once again coming from the new number. I don’t understand what could be causing this.

Re: Incomplete number transfer

Michael_D — Wed, 12 Nov 2025 11:15:53 GMT

Have you been back through all of the steps above to see if the numbers are showing correctly @Orange196612?

If they are and the number is still showing incorrectly, I'd recommend speaking to our tech guides so they can look into this further for you.

Michael

Re: Incomplete number transfer

Orange196612 — Wed, 12 Nov 2025 11:17:48 GMT

How could I get in touch with them? Thank you.

Re: Incomplete number transfer

Michael_D — Wed, 12 Nov 2025 11:28:37 GMT

You can find all of the numbers to reach our customer service and tech guides on this page @Orange196612

Michael