Changed phone number

[Adrianfwi]

Hi, I have a Galaxy S22 and have travelled to Costa Rica.  I have inserted a local sim for the duration of my trip.  After inserting the local sim and restarting my phone my UK number has changed from my 07816 number to a 07399 number.  The new number shows in the Settings - About and Sim Manager.  The new number can be called and the old number can't.  Help and advice please.  I need access to my 07816 number.  Ta.

[Katie_B]

Hello @Adrianfwi. 

Welcome to the EE Community. 

Is your SIM a pay as you go or pay monthly SIM?

Are you still abroad?

Do your APN Settings show correctly?

Katie

[bristolian]

Do outbound calls & texts show your correct number?

Are the results consistent across both SIM slots?

[Adrianfwi]

Hi Katie, 

I am monthly contract and have been with EE for years and years.

I am still abroad and will be for another 3 weeks.  (Trying to get lost in Central American jungle).

Don't know about APN settings. 

My 'new' number appears to have lost service during the day.  I have no accessible UK number now.

Thanks.

[Adrianfwi]

Hi Bristolian,

No tried outbound calls or texts.  I use a local Sim on my adventures abroad to save roaming  costs.  Worked before as a double Sim managed by Sim mgr.

Thanks,

Adrian

[Christopher_G]

I'm really not sure why your UK number would change because you entered another SIM, @Adrianfwi 

Do you have more than one UK SIM? Is it possible that the wrong UK SIM is in the phone?

Chris

[Adrianfwi]

Chris,

Only one UK sim.  I'm going jungle treking now for a few days and will be out of contact.  Is the an EE support desk I can securely email about this?  I am terrified I will lose my 07816 number I have for decades.

Thanks,

Adrian

[Christopher_G]

OK, thanks @Adrianfwi 

No, there isn't an email address for customer services. If you're able to log into your My EE app, you may be able to access live chat in the help section. Otherwise, you can find our contact information, including an international number, on our contact us page.

Chris

[Adrianfwi]

Hi Chris,

Interesting development.  My Costa Rican SIM has been blocked by the company here as my phone is not registered here.  (They appear to have a record of approved IMEI no's).  I have removed this SIM but the new 07399 number still appears as my UK number.  Can you or anybody else at EE help me?

Thanks 

[XRaySpeX]

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.