Unwanted new SIM card being delivered

[chrislou1]

I am an existing EE PAYG customer and have just applied to switch to a SIM only pay monthly plan under the impression that  my existing SIM and Phone Number would be switched to the new plan.  However I have just got an email saying that a new SIM is being sent out to me - order number xko284079850 - I want to keep my current phone number and keep using my current SIM card, can I do this?  If so please tell me what I need to and if I can stop the new SIM card coming to me. Thanks

[chrislou1]

Hi @Christopher_G ,

 I’ve still not had a text message from EE and My EE Account has still not shown any changes.  As nothing seems to be happening with my switch to SIM Only pay monthly contract I am starting to think that I want to cancel the switch entirely and remain as PAYG. I only plucked up the courage to switch because I wanted to link my Apple Watch to my account and because the EE website implies that the switch would happen pretty much immediately.  I don’t like being in this limbo between my PAYG account and the SIM ONLY Pay Monthly one - so if nothing is going to happen soon I want to cancel the switch - can you help with doing this?

Thanks 

[James_B]

Hi @chrislou1,

Please get in touch with Customer Care so a member of the team can check the status of your transfer to pay monthly.

They'll be happy to help. 🙂

James

[chrislou1]

Hi @James_B 

Update on new SIM card for pay monthly SIM only contract which I applied to switch to from PAYG - new SIM has arrived but has a new phone number on the packaging for it when I thought I would be keeping my existing phone number, also have had no texts or changes on my phone since ordering the new SIM and contract.

 I haven’t put the new SIM in my phone yet as don’t want to risk losing my existing phone number - will I have kept it? If not how can I keep it / move it to the new SIM? Should I have had texts / changes on my phone by now?

Thanks

[James_B]

Hi @chrislou1,

Your SIM card will have a temporary number, but it will automatically switch to your old number when it is activated.

If you put your new SIM card in your phone, you can start using your new plan and your number should switch within 24 hours.

James

[chrislou1]

Hi @James_B 

Thanks for the information.  Will the switch to my old number definitely happen? It’s just it is connected to some apps related to my working from home and I really don’t want to have them disrupted / have to change their settings.  Also I noticed that the paperwork with the new SIM has a new account number on it too - will this affect anything or is this also temporary and likely to switch back to my old one when I put the new SIM into my phone? Will my existing credit, data etc switch across as well - I know the credit is supposed to.

Thanks again

[XRaySpeX]

https://community.ee.co.uk/t5/SIM-cards/Unwanted-new-SIM-card-being-delivered/m-p/1054685/highlight/... :

Actually your PAYG MyEE will be closed & you'll need to create a new 1 for contract.

[James_B]

Hi @chrislou1,

Yes, your number will switch over automatically. Your credit will be deducted from your first bill but any remaining data won't carry over. You'll have a new account number for your pay monthly service.

James

[chrislou1]

Thanks @James_B 

Hopefully this will be my last question on this topic - I have put my new pay monthly SIM for my new SIM only contract into my phone and turned it off & on again as per the text instructions, phone number has changed to the one on the SIM but no change to my My EE Account yet. Is there anything else I need to do or do I just have to wait for it to switch back to my old EE phone number (which I used with my PAYG account) and for my My EE Account to change?

Many Thanks again 

[Leanne_T]

Hi @chrislou1

Thanks for coming back to us. 

Did you create a new My EE account with the temporary number? 

Do you have your pay monthly plan showing in your My EE?

Thanks 🙂

Leanne.

[chrislou1]

Hi @Leanne_T 

No, I have not created a new My EE Account with the temporary number and my pay monthly plan is not showing in my My EE.

What next?