Moved my number from Plusnet to EE - how long does it take

[Tyackes]

I’ve moved from Plusnet to EE

I have requested to keep my number 

Plusnet say that I have a current PAC number - so I can’t get another one - assume this was requested by EE

ive inserted my new sim but my old number is not showing only the number on the sim

what can I do? Is it a matter of just waiting? 

[Chris_B · Accepted solution]

@Tyackes  if your number is being migrated over to EE, this will not commence until Monday and will not be completed by Tuesday as number ports take up to 24 hours to complete and I’m not started over the weekend.. 

[russellrabym]

I have just moved from Plusnet and the porting took 3 days across the weekend. I was informed by Tech Support it would migrate Friday midnight, it didn't. Phoned Tech Support again 3 times on Saturday, went through to India, lots of questions, PIN top phone etc, then said I had come through to Business support, transferred me > no reply after 20 mins. Tried 2 more times from landline, 150, 07 number, all the same 20 mins gave up. Also annoying Indian hold music.

Also been overcharged, EE added a £50 deposit (never mentioned originally), when I called 150 they said it was a mistake but would take upto 2 months to refund, even though the Direct Debit hadn't been taken yet ??

Also having issues with the EE App on the phone, slow and has locked up several times. Had to uninstall & reinstall. 

Plusnet had none of these issues !!!

[Alex_M]

Hi @russellrabym 

When did you send the PAC code? If it was Friday then the port will be completed by tomorrow (Tuesday) as it takes 24 hours to complete.

The £50 deposit is most likely a refundable roaming deposit - it will be refunded after your first few bills have been paid on time, in full. If you aren't going to be using your phone abroad then call EE and ask for it to be refunded straight away and they will disable roaming on your account. It would have been mentioned in your T&Cs that were accepted.

Thanks,
Alex

[russellrabym]

PAC code was supplied on the Tues when completing the form to transfer from Plusnet. SIM arrived Friday with no instructions regarding porting. Inserted SIM & phoned Tech Support who said it would be midnight friday. It wasn't, it was Monday, There is no useful information supplied, just glossy saying how great EE are ??

I requested the £50 deposit be refunded and the lady said it couldn't be done for upto 2 months, I made a formal complaint but her manager wasn't available and should be calling me back on Tues (3 days later). No mention of £50 deposit, said no upfront costs and I am moving from Plusnet (BT) after 3 years with no credit issues. EE (BT) also did a search on my spotless credit account with experian. Nowhere was it explained (except maybe in small print that nobody reads) that there would be a £50 deposit.

Next issue is the EE App isn't working. Very slow and then locks up on phone. The online My EE is working. Hmmm.

[Alex_M]

If you provided the PAC code to EE when switching then your job is done - your number should be swapped by tomorrow and you should receive a text asking you to restart your device.

It would have been in the small print where the £50 was mentioned. Did you explain to them that you have no intention of roaming? If so, they should refund it to you.

Regarding the MyEE app, it's had some updates lately - when did you download it? It might just need reinstalling and updating.

Thanks,
Alex

[russellrabym]

Why is a simple transfer from Plusnet (BT) who use EE network directly to EE (also part of BT) so complicated??

You would have thought with thousands of people involve it would be an automatic transfer. So far I have spent 4 hours on the phone (mainly 150 tech support who transferred me into a black hole each time}. My wife is in the same situation and is refusing to go through such a painful process.

[Alex_M]

It should be seamless.... should....

I was recently (just a week ago) with Virgin who decided to move me to O2. It was a complete shambles - I lost all connectivity one day and received a text to insert my new O2 sim. I hadn't even received one! Had to travel to my nearest O2 store which was miles away and have a new sim activated there.

That's why I returned to EE. Signed up for a sim-only plan last week, gave them my PAC and today my number finished porting over.

I can only assume in your case that the £50 charge was because you had not been an EE customer before. I was a few years back when Virgin offered me an unbeatable deal.

Let us know how you get on tomorrow when your number finishes porting... hopefully you'll hear back about the refund too.