Pay as you go number not recognised

[cristian2107]

I've got a phone and sim on a contract but decided within 14 days to return the phone but keep the sim as pay-as-you-go since I already switched my phone number from my old provider. It looks like my account was closed but also looks like my number was disconnected altogether, to my understanding if you keep your sim as pay as you go you will still keep the phone number. Now it shows that I can only use the sim for emergency calls only, and I cannot call customer service since I don't have a working sim. The main idea is that I want to keep that number since I had it for a while.

Is there anything I can do?

[Northerner]

Hi @cristian2107 

Did you ask to keep the number? 

You need to speak to EE CS about this issue.

Thanks 

[cristian2107]

Yes, I received the following email from EE:

''Hello,

Thanks for your E-Mail, we have received the below web form.

As you have ported in your number from another network, there are two options:

•  If you wish to stay with EE, we can move your number temporarily to ‘pay as you go’ once the handset is returned.  You will then be able to upgrade again to a different handset/SIM plan, keeping your existing number.

OR

•  If you wish to leave EE, we can arrange for a PAC so that you can take your number back to another network.

Please confirm which option you would prefer. ''

I chose the first option specifically mentioning that I want to keep my number.

Can it take a few days until the sim moves to PAYG? It only happened since last night.

[Leanne_T]

Hi @cristian2107

This will need looked into for you, please call us from any other phone on 0800 079 8586 and the team will be ale to help you with this. 

Thanks. 

Leanne.