Switch from Plusnet Mobile

Jez21 · ‎01-11-2023

Hi

I requested a switch from Plusnet mobile on the 9th October. The order number was xxxxxxxxxxxx. The plan is the 5GB sim only (£6 pcm)

I completed the EE online form and sent the PAC code I had received from Plusnet and requesting to keep my existing number. I have been debited by EE on the 19th Oct for £6

I have tried to login to the EE mobile App on numerous occasions but my mobile number is not recognised, so I tried logging in to Plusnet mobile and all my calls and messages are showing ( up to today, the 1st November).

So has my switch from Plusnet mobile to EE mobile gone through / going through? Has my existing mobile number been ported to EE mobile.

cheers

Profile closed · ‎04-11-2023

@Jez21 if there's no service your new sim will need to be registered if you call freephone 0800 956 3146 from your Plusnet sim a tech guide will be able to activate your new sim.

Leanne_T · ‎04-11-2023

Hi @Jez21

The SIM card may need to be registered, please get in touch with our mobile care team they can check this for you 🙂

Leanne.

Jez21 · ‎04-11-2023

Thanks I'll give them a call

Leanne_T · ‎04-11-2023

No problem @Jez21

Let me know how you get on 🙂

Leanne.

Jez21 · ‎08-11-2023

Okay just an update.

I phoned EE on Saturday and spoke to a tech guide.

She tried to register my new SIM that had been posted to me but wasn't able to do so. She raised an Incident Report and passed it on to another department and gave me a reference number.. She also said it could take up to 5 days to resolve as there was a backlog.

I was told that on the day of the switch (Plusnet mobile to EE), my Plusnet SIM would stop working. When this happens replace the Plusnet Sim and insert the EE SIM and I should be up and running.

This morning (weds) I woke up to find my Plusnet Mobile wasn't working, so assumed I had been switched over to EE, so I took out the Plusnet SIM and put the EE SIM in - no service! Is this normal? Is there a period of time in between the switch when you have no service? If so, approximately how long will it be before I'm connected?

Katie_B · ‎08-11-2023

Hi @Jez21.

Thanks for keeping us updated.

It can take up till midnight tonight for the transfer to complete, however, I do believe your EE SIM should be active.

Have you tried restarting your device?

Katie

Jez21 · ‎08-11-2023

Yes, I'm restarting my device at least once an hour.

The EE SIM sent out wasn't activated, the Tech Guide tried but couldn't manage to activate it hence it being sent over to another department to resolve within 5 days, and now no service from either my old provider Plusnet or EE

Katie_B · ‎08-11-2023

I would recommend allowing the timescale provided @Jez21.

Please continue to keep us updated.

Katie

Jez21 · ‎09-11-2023

Still no service -its getting beyond the joke now. Second day in a row no
service!

What do I do now? I can't even call a number

Katie_B · ‎09-11-2023

Hi @Jez21.

Welcome back.

Do you have another line that you could call our technical care team on?

If yes, please call 07953 966 250 and the team will be able to look into this further for you.

Katie