Highlighted
by A1M Valued Contributor
Valued Contributor

My EE number is apparently unregistered

I'm trying to bring my old number from another network onto EE. I know my current EE number, the number I'm trying to bring, and I have got my PAC from my old network.

 

I'm on this page:

 

https://myaccount.ee.co.uk/keeping-your-number/#


However, I've got this error about my current EE number:

 

"Sorry! The number you've entered is unregistered. To register for My EE, click here."

I thought maybe I mistyped it, but it's definitely the number on the MyEE app, the response from texting NUMBER to 150, and the number on:

 

https://myaccount.ee.co.uk/app/my-account

 

Any way to resolve this without making a phone call?

1 SOLUTION

Accepted Solutions
by
EE Community Support Team
Solution

Re: My EE number is apparently unregistered

Good Morning @A1M

 

Welcome to the community.

 

I would like to help you get this looked into.

 

You will have a private message from me on here for some further details.

 

Leanne 🙂

21 REPLIES 21
by Grand Master
Grand Master

Re: My EE number is apparently unregistered

@A1M   The quickest and easiest way to do this is to call customer services on 150.  

by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@Chris_B 

 

Call me cheap, but I don't want to pay 25p for a technical issue that's not my fault.

by Grand Master
Grand Master

Re: My EE number is apparently unregistered

@A1M   Have you setup an EE online account? 

by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@Chris_B 

 

I assume so? Would it be possible to use the MyEE app or website without one? I can log into the site and go here:

 

https://myaccount.ee.co.uk/app/my-account

 

And it shows the number. I actually copied and pasted it from the site to make sure it was typed in properly.

by Grand Master
Grand Master

Re: My EE number is apparently unregistered

@A1M   If you can login to your account and you’ve set one up then I would highly recommend a call as using the online tool to migrate your number is not working.  

by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@Chris_B 

 

Why should I have to pay 25p to move my number to EE?

by Grand Master
Grand Master

Re: My EE number is apparently unregistered

You should get it refunded as it's EE's fault the online form is not working.

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by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@XRaySpeX 

 

If I called them up, how would I go about getting a refund for having to make the call?

by Grand Master
Grand Master

Re: My EE number is apparently unregistered

@A1M   Call customer services and inform that that the online form is failing and you shouldn’t have to call as it’s not your fault.  Ask them politely if they can refund the call charge.  

by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@Chris_B 

 

Thanks, I'll give it a go tomorrow.

by
EE Community Support Team
Solution

Re: My EE number is apparently unregistered

Good Morning @A1M

 

Welcome to the community.

 

I would like to help you get this looked into.

 

You will have a private message from me on here for some further details.

 

Leanne 🙂

by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@Leanne_T 

 

Thanks Leanne, I got phoned very soon after I sent my message to you. I understand transferring numbers isn't immediate, but I won't mark this as solved in case something else comes up.

 

I do have an extra £5 on my account though, I'd feel dishonest if I didn't mention it. I think what happened was my original top up did eventually make its way onto my account (see my first post ever to the community). I got asked at the end of the phone call about transferring my number if there was anything else, but I wasn't sure how to explain since I didn't have the full details of what happened and when, so I said no. It's also why I'm hesitant to call customer service, since that money doesn't feel like mine. Should I do anything about it?

by
EE Community Support Team

Re: My EE number is apparently unregistered

Hi there @A1M

 

Thank you for being honest 🙂

 

I will get the team to get this looked into and get in touch.

 

Leanne 🙂

by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@Leanne_T 

 

Thanks Leanne, I just got a phone call reassuring me that it's fine. This is unbelievably quick customer service.

by
EE Community Support Team

Re: My EE number is apparently unregistered

Great news @A1M 🙂

 

Glad you got the help you needed from the community.

 

Have a great day.

 

Leanne.

by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@Leanne_T 

 

My number got ported this morning and everything seems to be working fine, so this is now solved.

 

There does seem to be a glitch, though - my number is no longer visible. This makes absolutely no difference to me, but I thought EE might like to know. Texting NUMBER to 150 works, but it's no longer showing for me on the app or website. I tried adding my number on my account, but it says it's already associated. I tried attaching images, but they wouldn't show. On the MyEE app, I used to be able to see my number at the top, and on my account I used to be able to see my number next to my account number.

by
EE Community Support Team

Re: My EE number is apparently unregistered

Hi @A1M

 

Glad to hear your number is now transferred.

 

Can you view all other details within your My EE account?

 

Is this just your number that is not showing?

 

Leanne 🙂

by A1M Valued Contributor
Valued Contributor

Re: My EE number is apparently unregistered

@Leanne_T 

 

My payment card doesn't show on the website, but on the app it says it's due to renew using my card. Everything else is showing up for me.

by
EE Community Support Team

Re: My EE number is apparently unregistered

It may need time to update after your number has transferred @A1M

 

Keep me updated with how you get on 🙂

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