No network after moving over from sky

[Holmats83]

Having major issues that EE cannot seem to sort out. 

So I provided a PAC to EE 26/08/24 as I was leaving sky and wanted to keep my number. They provided eSIM which was all set up fine. 28/08/24 arrives and sky email to say it’s now all cancelled their end so assumed EE had done their bit however I had no network coverage each time I went out of WIFI. I was in Cyprus on holiday at the time it parents so tried ringing out and my number in my dads phone wasn’t the one I wanted was just some random number which EE now claim is a temp number whilst porting takes place etc. said would be sorted by 30/08/24! Same situation come 3pm that day. My dad tried calling me on the number I provided PAC for and it says this nuMber is no longer in use. So as a test I made him called this random number that pops up when I call him (EEs temp number) and the line is dead. It doesn’t even ring. 
I have spoken to support several times and am no further forward. I’ve done switching phone on and off, removed sky sim, network reset x6…..nothing is working and I use the number for work which is a real pain. 
I got back to UK today and hoped it would sort itself out but again nothing. 
I’ve raised 3 complaints and haven’t had a response to any of them. 

any ideas? Anyone been in this situation? What was the issue and how is it sorted? 

im on iPhone 14 Pro by the way. 

[Chris_B]

@Holmats83 your problem started with you trying to migrate to a different network when you was outside of the UK as this cannot be done as the eSIM doesn’t receive the information needed to activate as your on a roaming network and roaming can only be enabled on your account once the eSIM is activated.     

[bristolian]

I agree that attempting to port while roaming is the likely underlying cause here, however this should self-resolve on return to the UK.

Have you contacted EE CS since returning to the UK? That's the best course of action here. A complaint is the correct way to resolve a customer-service issue but not a live fault - they work to a 28day timetable.

[Holmats83]

Funny as I spoke to EE this afternoon and it was sorted in ten mins. I spoke to someone this morning for 40 minutes and didn’t get anywhere they had no idea what had gone wrong. Of the 20 odd people I have spoken to not one said I couldn’t port whilst abroad and I made them all aware I was away. 
thankfully all fixed now. 

[Rach_H]

Hi @Holmats83,

Welcome to the Community!

We want to make sure your number port is smooth sailing, but @Chris_B and @bristolian are correct, if this is attempted when the SIM is abroad, then this may be complicated. Did you mention you were abroad when you initially spoke with the team about this?

Rach