Super early upgrade

[Kingmat26]

I have upgraded via the super early upgrade with fee waivered link showing on my ee app, set the new phone up but i am now showi g as having 2 seperate contracts, it hasnt appeared to upgrade even though it stated upgrading the s24 ultra contract, i am now showing as having 2 contracts with a bill totalling around £157 a month.

What should i do?

[bristolian]

Do these 2 contracts each show a different mobile number? The suspicion would be that you've got an additional line, if so.

EE-CS have access to your individual account and can advise further, on 150. You may end up 14-day cancelling the additional line if that's what's happened, and then upgrade your intended line.

[Kingmat26]

It is a second number but i requested a new number as the pac code wasnt working i called 150 at the time and was told to proceed with the order i processed the order through the ugrade link and not throuvh the shop and new purchase. As the data has transfered to the new phone my old number is now showing no sim and no service on that old number

[XRaySpeX]

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@Kingmat26 wrote:

It is a second number but i requested a new number as the pac code wasnt working

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That doesn't make much sense. An upgrade would keep the same no; it's just a change of plan on an existing no. A PAC cannot be used to transfer nos. on the same network. Why was a PAC even been attempted? It sounds as if you were trying to move a no. between EE contracts & couldn't rather than doing an upgrade.

[Michael_D · Accepted solution]

Hi @Kingmat26 

It does sound like this may have been added as an additional line, as an upgrade would have just gone onto the existing number.

I think it would be best to give our customer service guides a call so they can bring up your account and check exactly what has happened, and if it has gone as an additional line, look how to get this resolved for you.

Michael