Number transfer

[EllieAnne24]

I bought a new phone in January with an ee sim. Ported my number over and even had a text saying my number has transferred weeks ago.

Now I can receive messages /calls to my old number, but cannot use it to make calls to people or text them. It says the number is no longer in use. 

Can someone please advise?

[Michael_D]

Hi @EllieAnne24 

Thanks for coming to the community.

It sounds like something isn't right if the number moved over in January.

Are you finding it is every outgoing call and text and text that is not working, or just to some numbers?

If you look in the phone settings, does it show the correct number?

Michael

[Chris_B]

@EllieAnne24  What phone?  

[EllieAnne24]

All outgoing calls and texts go from a new ee number, incoming calls and texts come in to my old number which I requested to transfer over. 

In my settings it shows both numbers, the one I’ve brought over as no sim and the new one as on. 

[Leanne_T]

Morning @EllieAnne24 

Thanks for coming back to us. 

Which phone are you using? 

Can you select the correct number in the settings? 

Leanne.

[EllieAnne24]

Hi 

I’m using an iPhone15.

If I try to select the correct number (ie the one I transferred over with PORT) it says - ‘mobile plan no longer available. Do you want to update the contacts that were using this line to use your “primary” line?’ 

As I mentioned though, I am still getting all incoming texts / calls to my previous number which I transferred over. 

[Peter_W]

Hey @EllieAnne24, before you made the switch over to EE, was the number from your previous network on an eSIM?
It sounds like this may still be saved in your phone's settings and causing some confusion.

Also with your EE connection are you using an eSIM or a physical SIM?
Peter

[EllieAnne24]

Hi Peter 

Both were physical sims. So I have removed my previous physical sim (different network) and replaced it with the new physical EE sim. 

The number I transferred over has ‘used as primary [number]        No Sim’. There is no option to take any action with this in my settings, if I click on it it just brings up the message mentioned above. 

Even if the previous sim was saved in my phone, should my new EE sim not have the number that I transferred over? It is listed in my settings as ‘Primary [new number]        On’

Would it assist to go into an EE store so someone can look? 

thanks 

[Peter_W]

Thanks for explaining all of that @EllieAnne24 😊

Either giving our team a call or visiting us in store definitely isn't a bad shout, as there are a couple of different things I could see as contributing to these issues. 

We won't be able to check this via these forums, but occasionally there can be issues with a port where not all of the files are transferred successfully. 

This is quite rare though, and is something our technical team will be able to investigate further. 

The other likelihood that springs to mind is your old network profile being saved on the phone like I mentioned in my last post, so it could be worth seeing if you can delete this.

You can find all the details you need for contacting our team here:

Contact Us To Request Technical Support for Mobile Phone | EE

Peter