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

[XRaySpeX]

It won't as I told you twice. You need a new MyEE for the contract. They can't be mixed. 

[Leanne_T]

Hi @chrislou1

Thanks for coming back to me. 

Can you try creating a new My EE account as @XRaySpeX has advised? 

Thanks 🙂

Leanne.

[chrislou1]

Hi @Leanne_T 

Could not create a new My EE Account as @XRaySpeX @suggested but have managed to add my new Pay Monthly Sim Only plan onto my existing My EE Account, so everything is showing up in the App now!  
So now I just need to know how to get my old EE PAYG phone number transferred to the new plan/SIM. Website suggests this will just happen because I switched from EE PAYG to EE SIM ONLY PAY MONTHLY PLAN - will this actually happen or do I need to request the transfer?

Also can you confirm if I have to activate the SIM - I’m assuming that as everything is showing up in the My EE App and the text I got when I put the SIM in my phone said I just needed to turn my phone off and on again and I’d be good to go, that the SIM must already be activated and I won’t need to do anything.But, if you could confirm this just so I know everything is done right, that would be great.

Please let me know these 2 things ASAP, thanks 🙂

[Leanne_T]

Hi @chrislou1

The SIM card will be activated for you for the new contract, you won't need to do anything. 

Can you text NUMBER to 150, does the reply show the temporary EE number or your pay as you go number you want to transfer? 

Thanks 🙂

Leanne.

[chrislou1]

Hi @Leanne_T 

Texted Number to 150 as you said and it showed the temporary EE number and not the PAYG one that I want to transfer.

Let me know what to do next ASAP.

Thanks

Christine

[Leanne_T · Accepted solution]

Hi @chrislou1

Thanks for checking this for me. 

If you get in touch with our Mobile Care team by calling 150, they will get this looked into for you 🙂

Thanks. 

Leanne,

[chrislou1]

Contacted Mobile Care Team - all sorted now😀. Thanks for your help.

[Leanne_T]

Brilliant @chrislou1

Thanks for letting me know 🙂

Leanne.