Upgrading made my number change

Wr16hty87 · ‎23-03-2025

Hi I recently upgraded my phone.
since doing this the new device has changed my mobile number but I wanted to keep my original one I’ve had for years. How do I fix this?

Schockwave · ‎23-03-2025

@Wr16hty87 , did you make sure that it was an upgrade and not another additional line? I would suggest speaking to customer service, they can check this out for you.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

View solution in original post

Matt_124 · ‎23-03-2025

Did you upgrade from one EE contract to another and did you get a new SIM?

With an Upgrade you keep the same SIM and mobile number, so this shouldn't be the case.

KMVmac · ‎23-03-2025

Does it have a new SIM? Might not be a physical SIM card depending on the phone

Schockwave · ‎23-03-2025

@Wr16hty87 , did you make sure that it was an upgrade and not another additional line? I would suggest speaking to customer service, they can check this out for you.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Leanne_T · ‎24-03-2025

Morning @Wr16hty87

Thanks for coming to the community 🙂

Could you also check if you now have two numbers showing in your EE account? If you do, and you received a new SIM card, please call us as advised and our mobile guides will get the new contract looked into to see what has happened and what is needed to get this sorted for you.

Let us know how you get on.

Leanne.