got extra new number on my account when upgrading to SIM-only

[Matthew50]

My contract ends in a few days, and I wanted to 'upgrade' to SIM-only deal. I thought this went OK when clicking through links - I thought I'd clicked an 'upgrade' link initially, but now I've been sent a SIM through the post that has a new phone number on the packaging. I wanted to keep my old phone number, so I don't understand what has happened. Should I return the SIM to EE, or will it somehow use my current phone number once put inside my handset?

[Chris_B]

@Matthew50  can you say for sure you definitely did upgrade and you didn’t take out an extra line on your account?

Also if you did upgrade whatever Sim card will be sent to you will have a different number on it as your number has not been ported to that sim yet.  You can not have 2 sims with the same number.

also go look at your online EE account does it say you have one number on your account for two numbers on your account ?  If it’s showing two numbers on your account you didn’t upgrade you took out an additional line on your account you need to call customer services about this

[James_B]

Hi @Matthew50,

Welcome to the EE Community. 🙂

Does your email confirmation refer to your new plan being an upgrade?

James

[Matthew50]

I phoned up 150 and they said I’d taken out a new plan rather than upgrading an existing one. My bad! However, I think it would be an easy mistake for anybody to make. I think the website UI should clarify what is happening more clearly.

xxxxxxx xxxxx.

[mod edit: please do not post personal information on the public board. Thanks!]

[James_B]

Thanks for your feedback @Matthew50. I'll make sure it gets to our online shop team.

James