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

[Leanne_T]

Hi @Katie26

I am very sorry we have no account access on the community, you would need to call us from any other phone or you can use a calling app such as Skype to call the 0800 number provided. 

Leanne.

[ProfBranestawm]

I do know what the issue is - I have exactly the same problem. Problem is I can’t solve it.

the issue is that ee are having technical issues activating new sims. A service rep told me there are 40,000 activations stuck in their system.

until the sim is activated, the problem you will see is the one you describe- full data access using wireless, but no phone calls out or in (the number you dialled is incorrect or some such) and no incoming texts, so ee’s ridiculous need to send you a text before you can self request an activation means you can’t ever get an activation using self Serve.

theonky answer is either to wait to see if they fix it, or let them have the phone back on your 14 day cooling off period, or phone technical support.

they say activation can take 24 hours. My sister says she had to visit an ee shop after 3 days without calls…

[Katie226 · Accepted solution]

Mine got resolved in the end at around 11pm last night.

I downloaded skype and phoned EE from there - was on hold for around 45 minutes before I finally got through. The man I spoke to said the system had been down for a couple of hours. He looked into it and said the request had been made but that it was still in progress and that it will be done by midnight. He did phone through to a different department twice while I was on the call to speak to them so I don't know if this helped speed it up or if it would have been done by that time anyway.

So if you're like me and really need it to be sorted today I would advise to ring them through skype or other phone if you have access to (just be prepared to wait a really long time and listen to the same annoying songs over and over again!)

[Julesy103]

I am having the exact same issue and the number you have supplied also comes up as incorrect!

[Katie_B]

Good afternoon @Julesy103. 

Have you processed a number transfer?

If yes, when did you provide your PAC code?

Speak soon, 

Katie

[Julesy103]

I went into EE last Friday and the pac code was requested. It hasn’t been working for 3 days now

[Katie_B]

Thanks for getting back to me @Julesy103. 

Do you have another phone or landline you could call our technical care team on?

It could be the team need to perform a network refresh. 

Katie

[Julesy103]

I don’t have anything else 

[Katie_B]

Hi @Julesy103. 

Have you tried our live chat team to see if they can help with this? they can be found on this page HERE. 

Katie

[fernyywerny]

Will it just resolve itself if I wait?