split service after porting number

[sperry222]

hello, i ordered a new sim with EE last weekend it arrived Monday and i took 3 days for the PAC code i supplied to be dealt with, i had no information about when it was being done and only found out via live chat.  on Wednesday morning, when they said it had all been done and my old Vodafone service would be disconnected with in hours 

24 hours later and i still have split service if you call my now new ee number it goes through to my old Vodafone phone same with text messages unless you're also on the ee network  i have tried turning both phones on and off multiple times. i know something is wrong due to the fact my vodafone service is still active and should be disconnected as part of the pac transfer. 



just for reference if i call or text anyone from my ee phone it shows the correct new number i just cant receive anything  i have tried the online tech support with no resolve it appears that they dont understand that i can have 2 phones with the same number and seem pretty clueless on how to resolve the issue. 

i moved to EE hoping for a better service but now unless this gets sorted asap it appears i will be charged for another month with vodafone whilst also having a useless EE phone for a month overlapping.  can anyone help solve this, looking on here it appears to be a common issue so surely there is a common fix by now ? 



for clarity both phones are android and the new phone is showing the new ported number in its information 

[Leanne_T]

Thanks for checking this for me @sperry222

This should show within Preferences and then Private Messenger? 

Leanne.

[sperry222]

Unfortunately I have no such option, maybe I can personally message you? If so how do I go about doing that

[bristolian]

Whilst I sympathise with your predicament, there's a couple of small points I'd mention at this time...

1: Raising a formal complaint is something you're perfectly entitled to do, but the timescales that this operates to,  is unlikely to expedite your issues being resolved. Please don't wait for the complaint to be dealt with, as a substitute for progressing your split port.

2: Equally, you're quite entitled to use the 14day cancellation policy if you purchased your EE device online or by telesales. I would suggest that if there is a problem with your inbound port which hasn't completed, then cancelling that port before it is successful, is likely to result in further problems.

[sperry222]

After logging in on a desktop I have found it however is says private messages are already on, I turned them off and back on saving the preference hopefully this solves the issue 

[Leanne_T]

The message has sent for you now @sperry222

Thanks 🙂

Leanne.