Sim only EE to Pay Monthly contract EE, old number not transferred.

[magsrad]

Sim only EE to Pay Monthly contract EE, old number not transferred.

Struggling to get any help online with this. Chat is never available.

Upgraded my services to a 24-month contract with the promise I would keep my rolling pay monthly number. The phone arrives, a new sim arrives. Old number is still on the old sim. Now have two accounts and only want my new contract with my old number. Added the new contract to My EE, now have two numbers and two accounts. 

The email I received states

MOVING TO A PAY MONTHLY PLAN

What you’ll need to know when you move to a pay monthly plan

1 keeping your sim

If you already have an EE SIM, then you can still use the same SIM when you move to a pay monthly plan

2 Moving your number

Once your order has been confirmed, we’ll take care of moving your number to your new pay monthly plan

3 Your remaining credit

Any credit you have left will show as money off on your first bill

None of the above has happened and I have had to spend more money on packs because my old number hasn't changed over to my new sim. 

If there's an obvious fix or answer I'd be incredibly grateful to hear it. I do believe ee should be paying people who are not employees for their time also.

It's incredibly frustrating, confusing and costly and I'm considering cancelling the contract and moving to a different provider.

[bristolian]

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@magsrad wrote:

I just feel let down by the whole process and don't know if I have the energy to explain it all over again and pay a company for the joy of it.

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If you call on 0800 0798586 from any working phone, you won't pay for the call.

And as is the case with many companies - calling will ultimately be the quickest way to resolve this. There unfortunately isn't any access to individual customer accounts on this public forum.

[XRaySpeX]

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@bristolian wrote:

I would still suggest that "SIM only" is a phrase commonly used to refer to pay-monthly plans, and not a PAYG SIM

I agree & never the twain shall meet! But unfortunately they do occasionally by users referring to the PAYG SIM they have purchased only  😉 .

[magsrad]

Thank you, sorry what I mean when I say pay to fix this problem I'm referring to being a long term customer now paying a contract fee, service fee andphone deposit not so much the call charge. I do appreciate your help though.

[magsrad]

Yes, I just went to add a new account on my ee. Entered the new number and gave some of the direct debit details.