Please help! "You've dialled an incorrect number" new phone, number transferred

[Katie226]

I bought a new phone and EE contract last Friday and applied to have my old number from Tesco mobile transferred. I was told the transfer would take place today, Wednesday.

Up until around 2pm today all was well, I could use my new phone even though my number had not transferred yet. My old sim from Tesco has been showing no service since this morning, so I thought the number transfer would happen soon.

Since around 2pm even though I have service on the new phone with EE sim when I try to call any number at all, even 150, it says "incorrect number dialled". I can't make any calls at all to anyone and not even to EE to get help for this. I log into the app and it says "there seems to be a problem, please try later", and live messaging with EE is not available to me.

I have of course restarted my phone a hundred times.

Can anyone help?

Thanks

[Christopher_G]

Hi @fernyywerny 

Welcome to the community.

Have you recently ported from another network? Are you using the EE SIM card?

Chris

[brannmeister]

I've had my new iPhone 14 pro now since 23rd August after switching to EE from Vodafone, at first EE sent me my new phone without a sim so after 4 phone calls and multiple hours and stress they sent me another new phone with a sim and asked me to send back the other iPhone 14 pro. Ok no problem BUT they still haven't properly ported my phone as I cannot receive calls or texts from none EE numbers. I was told on the phone last Friday this will be fixed by today (Wednesday)  its still not fixed!!! They are now telling me its Vodafone's fault so I have spoke to Vodafone and they said they have sent everything over its all in EE's hands now. All correspondence have only ever been when I call EE no one has properly chased this up for me or resolved any off this without me continuously calling and I STILL on day 14 cannot be called or text from anyone not on EE. This is disgusting customer service I completely regret moving to EE. Please can someone fix this problem!!  

[James_B]

Hi @brannmeister,

Welcome to the EE Community. 🙂

I'm sorry to hear there was a problem with your number transfer.

If your old network have now sent over the porting information, it should be resolved soon.

If it isn't resolved by the end of the day as promised, don't hesitate to get in touch.

James

[fernyywerny]

Yes and yes. All I’ve seen is that I have to call the support team but I dunno why there’s no information about what the actual issue is since there’s a few people facing the same thing.

[James_B]

Hi @fernyywerny,

From what you've described, it sounds like we didn't receive all of the necessary porting information from your previous network.

James

[fernyywerny]

Well that is a pickle isn’t it. Thank you for your time and trying to help. So I just call up the support line and tell them the issue and they will sort it? Seems like I might have to wait a while if it’s a matter of them not having the necessary information. Does that mean I can’t take calls either? I hope no one has called me and I didn’t know.

[James_B]

Hi @fernyywerny,

It sounds like everything is now in hand and your port is set to complete today.

If your still seeing the same issue in the morning, please try restarting your phone before contacting Customer Care.

James

[fernyywerny]

Oh that’s great! How did you check that? I was planning on calling them tomorrow anyway so hopefully it works out.

[James_B]

Hi @fernyywerny,

I was just going off the timescales you were advised by Customer Care when you called.

They'll have access to the latest information from our porting team.

James

[fernyywerny]

I dunno what you mean I haven’t called the support team yet?