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Upgrade via Carphone Warehouse

monstermunch
Investigator
Investigator

‎19-11-2018 10:04 AM

Upgraded last week and put the new SIM card in my new phone on Saturday but the new phone has a different number.  My old number has not ported across yet.  I now have two working phones but with different numbers.

 

I did a live chat with EE this morning - they told me to reboot both handsets, which I've done and didn't work. 

 

Called EE and they said I need to call Carphone Warehouse as they've sent me the wrong SIM.

 

Called Carhphone Warehouse and they said it takes up to 5 working days to copy the number across with EE.

 

Who is telling the truth and when will this be sorted!?

0 Helpful
5 REPLIES 5
XRaySpeX
Grand Master
Grand Master

‎19-11-2018 10:17 AM

More like within 24 hours but usually much less.

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To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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monstermunch
Investigator
Investigator
In response to XRaySpeX

‎19-11-2018 10:24 AM

Does that 24 hours include weekends, or is it working days only?  It's been nearly 48 hours since I inserted the new SIM.

0 Helpful
Katie_B
EE Community Support Team
In response to monstermunch

‎19-11-2018 12:30 PM - edited ‎19-11-2018 01:31 PM

Hi @monstermunch. 

 

Welcome to the community. 

 

We would advise the timescale of 24 working hours. 

 

When porting over were you provided an estimated completion date?

 

Speak soon, Katie 🙂

0 Helpful
monstermunch
Investigator
Investigator
In response to Katie_B

‎19-11-2018 01:27 PM

No estimated date was quoted.

 

It is only now that EE and Carphone Warehouse seem to be saying very different things.

0 Helpful
Katie_B
EE Community Support Team
In response to monstermunch

‎19-11-2018 01:35 PM

Thanks for letting me know @monstermunch.

 

I have sent you a private message for some further information. 

 

Katie 🙂

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