BT mobile to EE sim

[Fianais]

I was trying to negotiate a better broadband deal with BT but as this wasn’t happening i chose to leave!  So, although I didn’t really request it, the operator decided to end early our contract with BT mobile and transfer us to EE.

We were assured at the time that when sims came all we would need to do was insert sims and phone each other then our old numbers would be kept.  We were not given the PACs as staff member said she’d dealt with all that and sent them to EE when moving our contract.

Unsurprisingly this hasn’t worked and I don’t know what else to do.  We’ve had to put BT sims back in as we can’t be without our mobiles as they’re needed for work and contact with a vulnerable child. 

[XRaySpeX]

If your BT SIMs are still working, your BT mobile contracts can't have been cancelled.

[Christopher_G]

Hi @Fianais

Welcome to the community.

Usually number transfers go through the next working day after the SIM cards are activated. The process is usually quite quick.

Chris

[Fianais]

@Christopher_G 

So, was I given the correct information then?  If I put the sims back in will it transfer automatically as I was told.  
lt seems a bit odd as I’ve been sent 2 sims but neither says which (old) number it’s been allocated to and both addressed to me, even though they knew one was for my wife who had her own contract with BT 

At the moment both BT and EE have just taken a payment from my bank account, because I didn’t think I needed to cancel the BT DD - I assumed they wouldn’t take it as I’m no longer a customer!

[James_B]

Hi @Fianais,

Yes, if you were advised the number transfer has been arranged, you don't need to do anything else. You should receive a text message when your number transfer completes.

You should receive a final bill from BT Mobile soon, it's best to keep your direct debit in place until your final payment or any refund due is completed.

James

[Fianais]

So. This morning my wife received a text to say her number had been transferred.  Put her EE sim back into phone and, hey presto, hers works perfectly and all is as it should be. 

Mine - nope.  Still not working and when calling it BT voicemail still comes on!   I need this to work, my customers can’t get through to me and it’s causing a problem!!

[James_B]

Hi @Fianais,

Do you have your EE SIM in your phone? Can you make outbound calls from it?

James

[Fianais]

Yes have ee sim in and can receive and make calls from it.  There’s no problem with phone or sim as such.  Just old number not working. 

[Christopher_G]

Thanks, @Fianais.

It should have fully gone through by now. I would recommend speaking to our Mobile Care team so that they can look into this for you.

Chris

[Fianais]

Tried on the phone but I was kept waiting, and waiting, and waiting, and ….

Used messaging on app and eventually got the information that BT hadn’t put it through properly so now have to wait until MONDAY!!  In the meantime BT has now stopped and I’m without service on the number I need (and I’ve lost work through it).  Fortunately, it’s coming up to the weekend and mobile isn’t quite so urgent for contact with vulnerable child as we’ll all be together anyway.

Do not understand how two transfers done at exactly the same time on the same call with the same person could be so problematic.  It has, however, made it painfully obvious that I was right to leave BT after 40+ years and I’m never going back.

Many thanks to those who have tried to help.