Phone number changed after upgrading sim plan

[Buckleberry]

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. 

[Buckleberry]

@Leanne_T Nothing came back. Don't know why I thought it would as incoming calls and texts aren't being received. Think a call to 150 later is on the cards. 

[Leanne_T]

Hi @Buckleberry

Yes please, give us a call on 150 and the team will get this looked into further for you both. 

Let me know how it goes 🙂

Leanne.

[Profile closed]

Hi @Buckleberry 

If you got access to another phone ring freephone 0800 956 3146 it will assist the tech advisor while they run a diagnostic.

[Buckleberry]

Hi @Leanne_T 

Looks like a dead end. CS said could be that the SIM card is 7 years old. Bit strange. Sending out new SIM with temp number. Don't understand why? Would this change one put in the phone?

Ironically, I've also stopped receiving texts from any network outside of ee. 

Is there a general network issue?

[Leanne_T]

Hi @Buckleberry

Let me know if the correct number shows when the new SIM card arrives. 

Have you restarted your phone? 

Do we have any issues showing on the EE Coverage & Network Status Checker, for your area? 

Leanne 🙂

[Buckleberry]

Will do and thanks @Leanne_T 

My phone gets turned off each night. All was fine up until yesterday when I noticed I was only receiving text from others on ee network. I'll ring 150..!

[Leanne_T]

Hi @Buckleberry

Do we have any issues showing on the network status checker? 

Leanne. 

[Buckleberry]

Hi @Leanne_T 

Both my partner and I have now respectively spoken with a CS advisor on 150. After updating some network settings both of our phones are back up and running as they should be! My partners phone is still showing the wrong number on the SIM but calls and texts are now being received 😁 

Thank you for all your help 👍 

[Christopher_G]

Thanks for the update, @Buckleberry

What kind of phone does your partner have? Are they able to amend the number in their settings?

Chris

[Buckleberry]

Thanks @Christopher_G 

She has a Sony Xperia X Compact. We can't find anywhere in the settings that enables us to change the number. Any ideas?!!