New sim only deal but now two accounts?

[Thinlizzy2020]

Hello 

I am currently on a sim only plan. I have recently upgraded to another sim only plan but with  new number. It is showing I have two active accounts now. How do I transfer my number onto the new account and close the other?

[Jon_K]

Hi @Thinlizzy2020.

It sounds like you've added an additional line, rather than upgrade your current line.

I'd recommend getting in touch with our Customer Care team so they can look into this.

Jon

[XRaySpeX]

@Jon_K : When you order an upgrade, doesn't the upgrade initially come with a SIM with a temp. no. & this is shown in your MyEE until you activate the new SIM?

[Jon_K]

It's supposed to be a blank SIM when upgrading that you don't need to use if the old SIM fits in the new phone, @XRaySpeX.

It wouldn't show a temporary number in My EE though.

Jon

[XRaySpeX]

@Jon_K : Ah, that's good! So when a new no. appears in MyEE you can definitely recognise when an additional line has been ordered rather than an upgrade.

[Jon_K]

Yes, that's right @XRaySpeX.

The only time a temporary number would show in My EE is when taking out a brand new line before porting across from another network.

In this case, it sounds like an additional line has been added rather than upgrading.

Jon