Port not working

[Danielle2501]

Hi,

I took out a sim only contract with EE Friday lunchtime (29/09) and entered my PAC code at the time of doing this. I knew because it was a weekend it would likely take until yesterday (Tuesday 03/12) but as I still hadn’t lost signal on my current network SIM card, I put the EE one in for the first time today and now I’ve got no signal on either SIM and absolutely no way of contacting EE because they must be the only company in the world that don’t have an online chat! Please can someone help? I’m also at home with 2 children under 3, one of which is unwell at the moment and no way of calling for emergency help if it’s needed. 

Thank you 

[Danielle2501]

Also I forgot to include that I’ve turned the phone off and on multiple times with both SIM cards in

[Christopher_G]

Hi @Danielle2501 

Welcome to the community.

Number ports usually go through before midnight, so it should have been done by now. Are you able to access the live chat service through the 'help' section of the EE App on your mobile?

Chris

[Danielle2501]

Hi,

Thank you for your response. I tried getting to it through the app but this was all it would let me do. The only other option I gave me was to call them 🤦🏼‍♀️ 

This is really stressing me out though with my daughter being unwell 

[Christopher_G]

We'll do our best to help, @Danielle2501 

Even if the number port hadn't gone through, you should still have a signal and should be able to use the temporary number that came with the SIM.

This makes me think it could be a different issue. Is the phone that you're trying the SIM card unlocked to all networks, or is it possible that it's locked to your previous provider? 

Chris

[Danielle2501]

I’ve put my old SIM in again now and managed to get signal on my old network. It’s a brand new phone bought from Apple so it’s not locked to any network. 

I’m going to ring EE now and see where I get 

[Christopher_G]

How did you get on, @Danielle2501?

I'm hoping the customer service team were able to help you get connected.

Chris

[Danielle2501]

Hi Chris,

They said that my port got stuck in reserve. I don’t know what that means but they said they’ve fixed it and my number should port in the next 24-48 hours. 

Thanks for trying to help earlier,

Danielle

[Matt_124]

Hi @Danielle2501,

Probably not much help now but when porting a number the process and timeline does not begin when you submit the PAC code, it waits until the SIM you're transferring the number to (the new EE SIM) is activated on the network by being inserted into a phone (even briefly).

At this point the normal schedule should apply from that point. It's possible this is what may have caused it to get stuck.

[bristolian]

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@Danielle2501 wrote:

they said they’ve fixed it and my number should port in the next 24-48 hours. 

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The correct timescale is the next working day.