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[Shorttj03]

Third time writing his now!!  Was on sim only changed to contract last month but didn’t realise they had added another line with the new phone and it was an e-sim so everything went over automatically.  When I rang them to say I didn’t want two numbers just my old one I had to wait until today to do anything about it and had to pay for two lines last month.

rang today and explained was told that new number now cancelled, old number now on my new phone good to go. Except now I can’t make any calls send any text messages.  Also can’t receive any calls as going straight to voicemail.  Can only contact through messenger. Can’t call EE so what can I do.  Going mental here!!!

[Matt_124]

How did you place your order originally? Was it online or over the phone?

It sounds like an additional line was done instead of what should have been an Upgrade.

What should have happened to resolve this is the new additional line phone and plan should have been returned and an Upgrade order placed on your SIM Only plan for the phone you were looking for. From your post I have no idea how they've managed to cancel your old plan and keep the number on the new one on the same account.

Was there another SIM (or eSIM QR code) sent out with the new phone? It may be that this is active if you can find one.

If you've completely lost service and have no other SIM from EE you'll have to either try getting in touch with EE from another phone to request a SIM replacement be posted out to you, or go to an EE Retail store with a valid UK Driving Licence or Passport so they can give you a SIM replacement on the day.

This is a Community Forum and we are all other users and customers, so we are unable to directly help and can only try to guide you towards the best way to solve the issue.

[Shorttj03]

The order was placed over the phone. My husband has just tried to ring the new number thinking maybe they had left that one on but nope says you have dialled an incorrect number.  I’ve just restarted the phone to see if that helps, nope.  When I go to my account on my iPad it recognises me tells me how much data I have left but when I try to look at my plan, nothing.

Absolutely fuming as now I will have to go to the store but I can’t get there until Wednesday which is my day off so am incommunicado until then other than through messenger.

wish I had never bothered upgrading.

thanks for your reply though

[Ali_A]

Hi @Shorttj03 

Have you checked your eSIM is still showing as setup and connected to the mobile network in your device? 

If you call Customer Service they will be able to check the correct eSIM serial number is associated with your mobile number. 

Ali