Two different numbers

[Ally15]

I recently upgraded my phone. However phone is using two different numbers , how do I delete one for a Samsung A71

[Christopher_G]

Hi @Ally15

Welcome to the community.

Did you upgrade directly with EE or through a third party company?

Chris

[bristolian]

Hi @Ally15 

In addition to @Christopher_G question, what do you mean by your new phone "using two different numbers"?

Phones can only use one number at a time, except in 3 specific situations..

1: Sometimes they have a menu option for "my number" which is purely cosmetic and has no functional impact. You can often change this just by keying the correct number in.

2: If you are porting your number between networks, and your "old" number is being replaced with your "new" number.

3: It's a dual-SIM phone, and you have 2 SIMs, each with their own number.

It's possible that scenario "3" may apply in your case, but this would tend to suggest you have 2 separate SIMs, each with their own number. In which case you have 2 separate subscriptions and probably haven't actually "upgraded" but have taken out a new contract.

If you can explain further what you meant, I'm sure we may be able to assist.

[Ally15]

So I got a new phone, and wanted to keep my existing number, I got a pac code and the number changed over or so I thought. You can ring me on my existing number but when I text , people were asking me who it was because it was coming through as the new number I got with the phone? 

[bristolian]

A PAC is for transferring numbers between network providers, not within the same network.

So from your description, you're either porting into EE from another network, or vice versa from EE to another provider.

Getting a new phone on the same network and keeping your number, is called an upgrade and doesn't use a PAC.

Which of these scenarios are you trying to achieve?

[Ally15]

So I’m transferring from another provider to ee, the guy in the ee shop requested the pac code, now my phone is using my existing and new number 

[bristolian]

Great, knowing exactly what got you to this stage is a help in advising how to proceed!

When did you port into EE - which day? If it was more than a day ago and/or you've had a confirmation message to say the port has completed, then you have what's known as a "split port".

To resolve this, I would recommend you call EE C/S on 150 who have access to your specific asccount and can advise accordingly.

If you have only ported in today, then I would recommend waiting until you have confirmation and then rebooting your phone before calling in.

[James_B]

Hi @Ally15,

If you open settings in your messaging app, is 'Chat' enabled?

If it is, can you send a test message with it turned off and let me know if you see the same issue?

Thanks

James