New SIM Card. Unwanted new number!

[Pmdavies33]

I upgraded my mother in laws plan via chat. She is not tech savvy and I use my email to enable the account and upgrade etc. With the upgrade I was told that a new sim would be delivered. I checked that the number would not change. Unfortunately (or fortunately,  depending which way you look at it!) I live 200 miles away from my mother in law. When the sim arrived, my cousin sorted out the fitment. My mother in law now has a new number,  going against what I was told would happen. She is old school and her number is in use by the doctor as well as her friends and family.  What can I do to get her old number reinstated?

[bristolian]

A replacement SIM is often supplied with upgrade phones incase, for whatever reason, there's a problem with your current SIM or it doesn't fit a new phone.

If your existing SIM is working and fits your new phone, there's no need to unnecessarily replace it.

[Chris_B]

@Pmdavies33  SIM cards are sent out with a temporary number on them they can not have the kept number on them as you can only have 1 sim with a number on it.  If the new sim has to be used then the kept number will migrate across to it with in 24 hours. 

[Michael_D]

Hi @Pmdavies33.

Welcome to the community.

As @bristolian and @Chris_B mentioned, there usually wouldn't be a need to use the new SIM, and it may show a temporary number, but it is worth making sure that another line hasn't been added in error.

Do you have access to the EE account through the app or website at all? If you do, can you check there isn't an extra number showing, and if there isn't, is the new plan showing for the existing number?

Michael