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Problem transferring from Plusnet

Melanie200
Explorer

‎28-07-2023 05:14 PM

Plusnet advised put EE sim in, make a call to activate and transfer old number to new sim will be completed on 24 hours in background.  No action required by me.

Transfer has not completed.

Tried EE customer services. Loop round and texts. Have replied to a text providing the PACcode.  Reply received states this will be completed by 6pm on 8/7/2023.  Does this mean 2 weeks ago before code was requested? Or is it backwards meaning August and the phone won’t work properly for another 10 days?

Please advise next step to get phone active

Thank you 

5 REPLIES 5
Katie_B
EE Community Support Team

‎28-07-2023 05:26 PM

Hello @Melanie200. 

The date provided should be in the right format so this would read the 8th July 2023 which of course has already passed. 

Since receiving this message have you been able to check with our customer care team?

They will be able to see on their system the port and port complete date. 

Katie

0 Helpful
Melanie200
Explorer
In response to Katie_B

‎28-07-2023 06:06 PM

Hi Katie

Thanks for the reply. I’ve tried calling 5 times but I keep getting pushed to links or texts and the call is ended. The first text requested the pac code and then gave me the odd date. 
I can’t get through to a customer care person to ask.

thanks

Melanie

Katie_B
EE Community Support Team
In response to Melanie200

‎29-07-2023 08:29 AM

Hi @Melanie200. 

When calling 150 please don't select option one which provides a link please select option 2. 

Katie 🙂

0 Helpful
ClaireTame
Visitor

‎11-09-2023 07:32 PM

Exactly the same problem, porting should have complete Sunday, plusnet SIM stopped working Sunday and old number now lost until the port actually completes.

Initially it looked to have done and whatsapp continued until today and now it seems to have reverted to the new EE number, 30 minutes holding for customer services and then cut-off, awesome service and now left in the lurch.

0 Helpful
Katie_B
EE Community Support Team
In response to ClaireTame

‎12-09-2023 07:40 AM

Good morning @ClaireTame. 

Welcome to the community. 

Number ports aren't processed on a weekend.

If your request is made after 5:30pm, or made on a weekend or bank holiday, your number will take two working days to transfer.

Since your post have you been able to speak to our customer care team for an update?

Katie

0 Helpful