Status of a number transfer

[Yaqana]

Hi,

Yesterday early afternoon I filled the form to transfer my number from my current provider to EE (and provided the pac code). I got the email with order confirmation, but it wasn't very informative about what happens next and there was no further communication. Is a SIM card going to be shipped to me? Am I going to get an email when it's sent? 

There is no trace of this order on my account in the app and when I put the number into tracking I'm getting "Sorry, you can’t track this order type just yet.". I don't really know what is happening now. Should I just wait for the SIM card to arrive in my letterbox?

[Peter_W]

Hey there @Yaqana, welcome to the EE Community!

Just to be sure with this one, do you have an existing EE number that you're looking to swap this number over to, or are you joining us on a brand new contract?
If it's the latter, have you chosen your plan and received a SIM yet?

Peter

[Yaqana]

I'm a new customer. I filled the form where I chose the plan, provided or the info about me and the pac code from my current provider. I didn't receive a SIM and I wasn't notified about it being sent or informed when that would happen. 

[bristolian · Accepted solution]

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@Yaqana wrote:

Should I just wait for the SIM card to arrive in my letterbox?

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On the basis that you've ordered a new SIM-only plan and provided a PAC to port-in your existing number, your new SIM will likely be sent by Royal Mail second-class post.

Your new EE SIM will have a temporary number assigned when you first receive it. If a PAC was supplied as part of the order, that will be submitted when you first activate the new SIM onto EE's network.

A port-in date will be set then, usually the following working day. This assumes activation during normal working hours - if during the evening, add an extra working day to these timescales.

[Yaqana]

Thanks @bristolian ! I wish this information was in the order confirmation email. Does EE send an email when it's sent or can I assume they already did and wait for Royal Mail?

[Peter_W]

@Yaqana Please don't share this in public, but when you placed your order did you get a confirmation email showing a reference number ending with XK?

If you did, this should have all gone through and your order will be with you soon. 

If you've not spotted anything though, it's worth taking a look at your spam / junk folder too.

Peter

[Yaqana]

@Peter_W , no I only have an order number starting with xko. Nothing in my spam folder

[Peter_W]

Thanks @Yaqana, I've just popped you over a private message with a few more details on how you can get this checked out.

Peter