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Phone number changed after upgrading sim plan

Buckleberry
Valued Contributor
Valued Contributor

‎26-06-2022 10:44 PM - last edited on ‎27-06-2022 07:18 AM by EE Community Moderator

As the title says, my partner upgraded her sim plan and all of a sudden she can't receive calls or text. She can make them but it looks like her number is completely different. The online tech help is next to useless.. "do you have any signal strength" 🤦‍♂️

My misses doesn't 'fiddle' with tech so this must be at ee's doing. Driving me mad because I have to sort it out for her. 

23 REPLIES 23
Northerner
EE Community Star
EE Community Star

‎27-06-2022 06:25 AM

Hi @Buckleberry 

 

It sounds like she had upgraded and ask for new number. 

 

Unfortunately you'll need to speak to EE CS on 150 to sort out this issue. 

 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Buckleberry
Valued Contributor
Valued Contributor
In response to Northerner

‎27-06-2022 07:22 AM

Thanks @Northerner. That's our next step, to speak to someone in person. The SIM upgrade was done online but when previous plans were available to upgrade, there was no issue. Unless there's now an option that asks if you want a new number, I don't believe she did anything out of the norm. 

 

Thanks for your reply. Let's see how we get on. 

0 Helpful
Buckleberry
Valued Contributor
Valued Contributor
In response to Buckleberry

‎27-06-2022 09:07 AM

Just following on from this, calls and messages are all ok over whats app and correct number being displayed there. Strange! 

0 Helpful
Leanne_T
EE Community Support Team
In response to Buckleberry

‎27-06-2022 11:05 AM

Hi @Buckleberry

 

Did she receive a new SIM card? 

 

What phone is she using? 

 

Speak soon 🙂

 

Leanne.

0 Helpful
Buckleberry
Valued Contributor
Valued Contributor
In response to Leanne_T

‎27-06-2022 11:48 AM

Hi @Leanne_T 

 

No new SIM, just updated the plan. The phone is a bit old, Sony Xperia x compact, so maybe there's an issue with the SIM being 5g but imy own Xperia XZ3 is only 4g but works perfectly with my ee 5g SIM. It's strange that the original (correct) number is displayed over whats app, and out going calls and text remain unaffected and show the correct number. 

 

Thanks 

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to Buckleberry

‎27-06-2022 11:59 AM

@Buckleberry , the SIM card being a 5G SIM card should not make any difference, as they will only connect to 5G if the phone is 5G capable, you should definitely ring customer service to get this sorted, they should be able to help, it should not make any difference as to what phone you have either.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Leanne_T
EE Community Support Team
In response to Buckleberry

‎27-06-2022 12:02 PM

Hi @Buckleberry

 

Can you text NUMBER to 150 and let me know if the reply shows the correct number? 

 

Also, can you check the phone settings, is the number correct? 

 

Leanne.

Buckleberry
Valued Contributor
Valued Contributor
In response to Leanne_T

‎27-06-2022 01:54 PM

Thanks @Leanne_T.  Will give it a try and report back..!

0 Helpful
Leanne_T
EE Community Support Team
In response to Buckleberry

‎27-06-2022 02:08 PM

Thanks @Buckleberry

 

Speak soon 🙂

 

Leanne.

0 Helpful