Changed phone but got new sim

Kirsty2792 · ‎04-07-2022

I ordered a new phone (been an EE sim only customer since 2018) and thought I’d done it via upgrade as did it through my account. However, I received the new phone today with a new sim and new number. I’ve put my old sim in for now but that’s my old pay monthly plan … can I transfer that number to my new phone contract? Or do I have to use the new number and cancel my old number?

XRaySpeX · ‎04-07-2022

As long as you did do an upgrade you can continue using your old SIM. It has your upgraded plan on it. A new SIM is sometimes sent with new phone just in case old 1 doesn't fit.

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James_B · ‎05-07-2022

Hi @Kirsty2792,

Welcome to the EE Community. 🙂

If the new SIM is already activated with a different number, you may have ordered an additional line, rather than an upgrade.

Our Customer Care Team will be happy to check if you get in touch.

James