Number on SIM still old after porting

[pwalk]

Completed a port today and new number is showing on outgoing calls etc, but in the SIM details on phone (and also in places like Google Messages app in RCS chat settings) it;s still showing old number.

Seems to be the same issue as here:

https://community.ee.co.uk/t5/SIM-cards-Porting/Wrong-number-on-phone-after-port/td-p/1131986

I couldn't get through to customer support and I don't have access to iPhone to edit SIM. Is there any other way to do it or can somebody from EE do it for me please? I will also have to do it for a second number I'm porting tomorrow. I wonder why these things can never be straightforward.

Edit: seems like there is a problem, Messages app seems to use new number when receiving and old when sending😕

[AL-B]

Yes, @Katie_B, even after the successful switching, I could see my temporary number fetched all over setting and message application. Yeah, I will visit the nearest EE showroom and get a replacement sim if that could get my original number back to my phone settings. 

Thank you.

[Katie_B]

Please be sure to keep us updated @AL-B. 

Katie 🙂

[AL-B]

Hi @Katie_B,

I got the replacement SIM from the EE store. The temporary number got removed which is good. However, I was expecting to get my transferred number in the place of temporary number, but it showing eleven zeros instead, which is okay and no issues with it. Customer service from the EE store, they mentioned the transferred number would take couple days to get updated on the settings, messages application and other app whichever it's needed.

[Uktissue]

Hi

How interesting,  I received my replacement sim for free by post from ee Today and you knew when to ask...

I just popped in my new sim (directly received by post, not an ee store) and yep it worked! The new number is showing on there instead! 

I'd say the guys in store sometime have limited understanding on the issue and fail to link it properly to your account which in my opinion might be the reason for the issue you're facing. I'd recommend calling ee and asking for a replacement sim while they cover the postage costs for you.

I got 2 sims today, 1 just worked well and the other I'm still on the way of getting it done 

Hope this helps and wish you good luck

[AL-B]

Hi @Uktissue ,

Glad you sorted your issue. Tbh, I called EE customer service today morning. They told me, they either get me a replacement sim through the post (may charge couple of quid, guess it's for postal charge - take 2 to 3 days to reach) or walk down to a EE store and get a replacement sim, which would sort the issue.

Might be yeah, the store couldn't link the number properly which is why I see (00000000000) instead of my original transferred number. My concern was to get the temporary number removed, but yeah it's still not fully sorted, as my original number still not showing yet.

I better give a call to customer service to know why it's (00000000000) instead of my original number. 

Please keep us posted on how the second one did the job. And how long did it take to reach you through the post.

Thanks

[Uktissue]

I'll try and keep everyone updated...

What I wad saying was that if you ask ee to send you the sim because you've tried everything they should not charge you the 1.50 for the replacement sim and pay the postage on your behalf

[AL-B]

Thanks @Uktissue, I defo give a try to get a new replacement sim.. and I will keep you posted on this.

Al-B

[Uktissue]

Hey

Yeah that would work.

BTW I just contacted customer service in the app at the message us section, they resolved it all by activating my other sim efficiently. They say there was a glitch in the system... now both my sims are working perfectly fine both with my new number! The way to go by this is ordering a sim directly from ee throught the post. This way it's properly linked to your account and number.

Keep ke posted what worked for you.

BTW I'm using a A54 5G Samsung 

[AL-B]

When you say "new number" these are the once which actually ported from the different network right? Just to confirm if we both talking about the same problem! 

And may I know, where you finding this message us option? I don't see a message us option in help page.. all I could see is 

Call Us

[Leanne_T]

Hi there @AL-B 

Thanks for coming back to us. 

You can find the message us option in the EE app within the Help section, this will show if you have a pay monthly mobile account and a guide is available. 

If this is not showing, please call us on 150 and the team can get the number not showing correctly in your device settings for you. 

Leanne 🙂