Number porting

[Sb7797]

Hello

I joined ee Sunday the 18th of June,  my number ported on the 20th June and 4 days later I still can't receive calls or texts, I've spoke to ee and they just say there's been a delay and my number is stuck between networks or something.  Has anyone experienced this or know why it has happened ?  

[James_B]

Don't worry, @Sb7797. Our porting team will know what action needs to be taken to resolve the issue.

James

[simdelj]

So far it has been 4 days that my number has not ported across. I joined EE Tuesday 25th July earlier in the week (today is Saturday 29th).  I gave the PAC code from my then supplier O2 to EE (in store) as I need to keep my original number for obvious reasons....to connect to family, friends, work clients (I am self employed and I've had no calls from any clients, so I am loosing work here), for financial services communications (my bank uses my mobile number to confirm it is me) and many other every day needs. EE tell me that the port is stuck. I have been in store yesterday to try to get this resolved ASAP because the situation is costing me financially. I have been in store to my previous service provider O2 and they can't help me as their SIM is no longer working. I have been online and they can't help me. I have made phone call to customer service and they can't help me. All I am told is that they "hope" this will be resolved by itself, maybe Monday. WHAT ON EARTH IS HAPPENING HERE! This situation is effecting my livelihood! If I can't get to keep the number I've had for some 17 years now because of technical issues from EE, how am I supposed to deal with having to inform all my contacts of the new number? I have around 2,000 people to contact. I have hundreds of clients to try to find out how to email. Some won't get my message if it just goes into their spam. WHY AM I THE ONE HAVING TO DEAL WITH THIS. EE know my situation, it's already been explained to them. Surely EE have technical experts who can handle this and get it resolved in good time. Customer 'Care'...please? This is going to be a loooooong weekend for me.

[Katie_B · Accepted solution]

Good morning @simdelj. 

Welcome to the community. 

I am sorry to hear this is happening and how much of an impact it is having. 

When you spoke with our customer care team did you get transferred over to technical care?

Has a ticket been raised for this?

Speak soon, 

Katie

[Sb7797]

Hi

My number has been successfully ported now, the port had split, thank you

Sent from Outlook for Android<>

[Sb7797]

Hi 

My number had split, they call it a split port or something,   but my number has fully ported now, thank you.

[Sb7797]

Hi

The same happened to me porting from o2 to ee,  I ported on the 20th of June and it was fully completed on the 26th June.   It is frustrating.

[simdelj]

Hi Katie.

Thanks for the swift reply.

I don''t know if it was technical care. Nobody said if I recall right.

No ticket was raised, not given to me at least.

[Katie_B]

Thanks for confirming @simdelj. 

I would recommend getting back in touch and asking if this has been escalated over to our number port team. I believe the agent would have already done this but best to check so this can be resolved as soon as possible for you. 

We have no account access here on the community so I can't check for you. 

Please be sure to keep me updated and I will do all I can to help. 

Katie

[simdelj]

Hi Katie.

EE know my situation. I was on the case with them almost all day yesterday.....in store, online chat and over the phone. So 3 different attempts to 3 different customer care service providers from EE in the morning, afternoon and later in the evening.  It's made no difference. They say if it doesn't transfer before the weekend that they can't do anything during the weekend, but personally speaking, service support is required 7 days a week and not just 9-5pm on weekdays.  We each all communicate 7 days a week and service providers know this but don't seem to have the expertise, knowhow or fix available for urgent situations. I will be at work shortly as I am a photographer and have a wedding all day today to photograph. I need this number to port ASAP, not after the best part of a week.

What happens if it isn't fixed Monday? I shall be away after then with my work and need to communicate and receive communications.

Many thanks.

[Katie_B]

Hi @simdelj. 

That's right number ports don't take place over the weekend. 

Please keep me posted on the outcome on Monday, fingers crossed this is resolved soon. 

Katie