Hi all,
I’m hoping someone can clarify a situation that doesn’t seem to make much sense regarding upgrades after transferring a number between EE accounts.
A few weeks ago, I moved my partner’s SIM-only number onto my EE account at the same time as taking out EE broadband. We did this mainly for the multi-line discount and because we were told we should get around 36 Mbps speeds and that full fibre was expected soon.
However, the broadband didn’t work out.
Even with WiFi 6 equipment, wireless speeds were consistently under 10 Mbps, and I was told I could only get the 36 Mbps through Ethernet. Later, Openreach confirmed they won’t be building full fibre in my area for at least another 12 months.
So I cancelled the broadband within the cooling-off period. EE removed the broadband discount from my partner’s SIM, which is fair.
The issue now is this:
My partner’s SIM-only plan is out of contract and the price has gone up to £37.50/month. We wanted to move it onto the new Essential Plus SIM-only plan (~£18/month). But customer services told me:
Because the number was transferred to my account,
EE’s system treats it as a new SIM-only agreement,
And it cannot be upgraded or changed for 6 months from the transfer date,
—even though the plan had already finished its minimum term before the transfer.
I was told that the only option is to take out a brand-new SIM with a new number, and that we cannot keep the existing number unless we wait the full 6 months.
This seems odd because:
The plan is out of contract
We’re not upgrading to a handset contract, only switching SIM-only plans
If this number were coming from another network, it could be ported to EE instantly
But moving it from one EE SIM to another EE SIM on the same account apparently isn’t allowed
My question:
Is there any genuine technical or policy reason why an out-of-contract EE number cannot be moved onto a new EE SIM-only plan on the same account, but can be moved instantly when ported in from another network?
Because right now it feels like we’re being forced to choose between:
A) waiting 6 months,
B) losing the number, or
C) porting the number out to another network for a day and then porting it straight back to EE on a new SIM — which seems like a completely unnecessary workaround caused by the system rules.
Any clarification would be greatly appreciated.
Thanks,
Matt
