Porting Issue: Cannot receive calls or texts after a month

[charlie919]

I bought a new iPhone 17 on a pay monthly deal in early December and provided a PAC code for my number to be transferred from my old o2 SIM. Since then, I have received the phone but have not been able to receive any calls whatsoever to the number I wished to be transferred.

I have been in contact with customer services several times both on the EE app and in store and nobody seems to be able to fix this issue. I have reset my network settings multiple times, reset my phone countless times, checked call forwarding and blocked numbers etc. No one has any idea as of yet why I cannot receive any calls or texts.

To make matters worse, I called customer services from another number to resolve this issue and was told I’d receive a call back on Monday (13/1/26) but they didn’t phone. This customer service operative opened and closed a complaint on my behalf despite not actually solving anything. (ref: ID*******)

Does anyone know how I can solve this issue as I am currently paying for a device and SIM that isn’t functional?

[Mod edit - removed complaint ID, please don't share any identifiable details in public]

[bristolian]

On the assumption that you have provided your PAC to EE and a port-in date was supplied... 

Can you make outbound calls, with your ported-in number showing? Has your O2 SIM been disconnected as yet?

It really does sound like the port-in hasn't been completed, quite likely what's known as a "split port" where some aspects have transferred but others haven't. EE-CS absolutely can & should be resolving this, if a frontline agent can't (for whatever reason) then there is an escalation process in-place. Ultimately that should result in a single-user-fault case being raised (with an INC reference) to non-CS-facing support teams.

How were things last left with CS? When you advised them that problems were ongoing, what did they advise you? Was a solution, or any next steps, offered?

[charlie919]

I was informed almost immediately after receiving my phone by O2 that I was now under EE and my old SIM has been disconnected. I can make calls and texts perfectly fine with my number showing up to the recipient. 

The last conversation I had with customer service they said something along the lines of he would check things on his end and to check the call forwarding settings on my device. He then said he would phone back, but didn’t, and I received a text from 150 saying my complaint had been opened and then closed immediately after. 

Would you suggest phoning again and saying it is definitely a “split port” to avoid any other troubleshooting process and to get this issue resolved? 

[Ritu_D]

Good morning @charlie919 

Thanks for reaching out here on the community. 

I am sorry to hear you have been experiencing issues with incoming calls. 

I would definitely recommend Contacting our customer service team, they will be able to re-open your complaint and take a look into this for you. 

Thanks 

Ritu 

[bristolian]

All that you've described is consistent with a split-port, where your outgoing caller-ID has been updated, but incoming call routing appears to not be so. It would be interesting to know whether "on-net" (i.e. from other EE users) and "off-net" (from other other networks) incoming calls are affected the same way - there are some differences in how inbound calls are routed which may also give some indication of where the issue may lie.

Without having been party to your calls, it's impossible to make definite judgement, but opening complaints has a ring of "while Rome burns" about it - the complaint process is designed to resolve non-urgent issues on a 28day basis, not real-time fault resolution which is where a fault case should be raised.

When you next call, I would suggest not terminating the call until you are happy with the outcome or next steps. Either your service should be rectified or you are confident a fault (INC ref) has been raised. You should be prepared for that call to be lengthy and potentially require some persistence.

[charlie919]

I phoned up customer services again and assured them it was a porting issue. I was then told they had sent an email related to the “porting system” and that they would contact me within 7 working days. I don’t claim to know how this process works but the operator gave me 100% definitive assurance that this would solve the problem. Does this sound correct? 

[bristolian]

Much depends where the issue lies. I questioned today at 8.44am whether you can receive calls from "on-net" users? That would make a material difference to where the fix is required.

Also whether you've been told this before.