Moved sim to secondhand phone, my phone number is not showing

[Ecofisk]

I bought a secondhand phone as my old one died. I moved the sim but the sim information says the original phone nimber, not mine. I had a text from ee saying my rolling contract would renew, tried to reply asking my balance, and text would not send. How do I get my number onto the ‘new’ phone does anyone know please? Previously I just moved the sim and the number went with it. 

[Katie_B]

Hello @Ecofisk. 

Welcome to the EE Community. 

Is your phone an EE phone or unlocked for all networks?

What phone did you purchase?

When you say the original number shows is this the previous owners number?

Are you able to receive calls?

Katie 🙂

[Ecofisk]

 Hi Katy,thank you. The phone was bought secondhand, it is showing previous owners number I guess as not mine. Since posting I have cleared data from SIM toolkit, followed steps in a video, it now says EE where before it said ‘no service’ but phone details remain someone else’s number. It has not rung, but I did get one text saying my pack would renew, from 150, but I could not text back to get my balance. I imagine that text was for my number…. I have never had a problem swapping before. 

[Ecofisk]

I believe it is unlocked. My neighbour just told me where there is an ee shop so I might try them. 

[Katie_B]

Hi @Ecofisk. 

Thanks for getting back to me. 

If someone calls your number what happens?

What phone did you purchase?

Should you wish to visit our store, your local EE store can be found HERE.

Katie 🙂