SIM problems after porting from O2

[Matt425]

Ive recently moved from O2 to EE and the number port went through on the 15th Sept. Im now having issues with the EE SIM since the Port. I've restarted my phone several times with no luck. its physical sim and the only sim in the phone. Spoke to EE Tech help this evening and went through various fixes but the problem persists.

Issue: In SIM settings the SIM still says the number EE gave me while waiting for the PORT, Calls and Messages are greyed out. Calls appear as the correct ported number on a phone i called to test the Port went through but Messages (RCS) appear as the EE number that should now be inactive.

Fixes tried my end:  changed number in Google messages, Reset Network setting, checked Network mode set to auto and Phone software to up to date as it can be. last update was mid Feb this year and no other updates are availble.

Samsung A22 with a  physical SIM.

[Ali_A · Accepted solution]

Hi @Matt425 

RCS services are provided by 3rd party, in this case Google. Their servers may not yet have updated with your new number. 

Please try switching RCS services off for 24 hours to force the messaging service servers to update with the ported number. 

You can also briefly test your SIM in an alternative phone in the first instance to see if the issue persists.

If the number doesn't update, please give our Customer Service team a call who can send a Network Update to your SIM card to ensure it is recording the new number, this will help the RCS messaging services to update their servers with your correct number. 

Please keep us updated with how you get on. 

Ali

[Matt425]

After an 1 hour call to EE reseting network settings and restarting my phone several times to no avail. The fix was to clear Data in the messaging app in settings then open the app and follow the prompts. Problem solved, no messages lost. Just hope this works with the 3 more sims I've ordered for the rest of the family. Apparently the number on the sim will never change from the temporary  number but shouldn't cause any issues according to the tech I spoke to.