Transfer from smarty physical sim to ee e-sim number not transferred

[Hemm8309]

I have a physical sim with smarty mobile. I have downloaded an e-sim from eye and completed the process to enter the pac code and transfer my number. However, both sims are showing as active (the ee sim as Travel and the Smarty sim as Primary. My mobile number is attached to the Smarty Sim, so the transfer is not complete and I cannot remove the physical sim. My phone is showing 2 mobile services as active. Smarty won’t close my account until the transfer is complete. I can’t see what else I need to do on the EE side to action this? Can someone please help.

[Ritu_D · Accepted solution]

Hi @Hemm8309 

Welcome to the community. 

When did you request to port your number in to EE? 

Numbers cannot be ported over on a weekend, so if you requested after 5.30pm on Friday the port in can take 2 working days (likely to be today), If it was before 5.30pm on Friday it should have been ported in yesterday. 

You can find more information about Keeping Your Mobile Phone Number here. 

Have you tried turning your phone off and back on? 

Thanks 

Ritu