No Service

[Lottie-Lou23]

I recently had an additional line removed from my account due to an error after upgrading my phone. I spoke to someone yesterday regarding this and was told it was all sorted out. However, I now have no service on my phone. I need my services back as I am due to go to hospital in the next few days and need to contact people in case of an emergency. I was told it would take 24 hours for the number to port over but it still isn't working. 

I dont have any other phones that I can use to make calls to get it fixed. Please can someone help me as it's causing me a lot of unnecessary stress.

[Peter_W]

Good afternoon @Lottie-Lou23.

Welcome to the Community!

So we can best advise you here, I'd just like to double check a few details on what exactly has happened.

Am I correct in thinking that an upgrade went through as an additional line by mistake, leaving you with two numbers on the account?

If that's right, did they opt to cancel the second line so you could re-upgrade, or are you trying to cancel your existing number and move it across?
The latter can't normally be done internally, but if you can give me a few more details we can go from there 😊

Peter

[Lottie-Lou23]

Hi Peter

Basically, I upgraded my phone from a iPhone 13 pro to the iPhone 16e. I wanted to keep the same number which Ive had for many years. They told me to trade my phone in and that my number would be transferred over to my new phone. However, they added an additional line which I didn’t ask for. So there should be 3 lines (phone, laptop, and my apple watch)  instead of four. The additional line has been removed. 

I managed to get it sorted. I spoke to an EE tech using my dads phone and they told me that the service request was stuck in the system. They sent a request to their back office and was told to keep turning my phone on and off in the meantime. I now have my service back. 

Thank you for your advice. 

[Lesley_W]

Thanks for the update @Lottie-Lou23 

I'm pleased the team are working on it and I'm sure you will be back up and running soon 🙂

Lesley