Transfer of number

[AdieB]

I have transferred from Plusnet to EE, I inserted the new sim yesterday evening. Just wondering how long I have to wait before my old number is active. I provided the PAC number on the form I filled in online, it also appeared on the delivery note. Do I have to do anything else? 

[Katie_B]

Hi @Peterkevinmccan. 

If the form is submitted before 5:30pm which is business hours for the relevant team then we will aim to complete the number port within one working day. 

If the form is submitted after 5:30pm the form will be processed the next working day and aimed to be completed the next working day. 

Number ports aren't processed on a weekend or a bank holiday and will be processed and transferred within two working days. 

Katie

[AnonEE1]

EE are quite simply useless at doing the transfer. My old number is Plusnet, a sister company of EE, so it should be very quick and seamless. Plusnet is shutting down and encouraging people to switch to EE. Better that people don't bother and use someone else. EE provided with all info including PAC in the transfer application form, EE send confirmation form saying they will automatically transfer to the old number within 24 hours which is also an OFCOM mandatory requirement. All I get from E is a totally useless person answering messages and very obvious overseas call centre operators giving a totally unacceptable excuse that it will not be transferred until 2 days. That is not acceptable EE. It is a problem at your end that has caused the lack of transfer of the old number. You need to get off your backsides and fix it urgently, not hide behind useless bots and uncooperative call centre staff who use unintelligent "system" excuses. All "systems" can be bypassed manually to input data. Stop treating your new customers like fools, wise up, and get your problem fixed today.

[AnonEE1]

Meanwhile, EE will charge you from when you activated their SIM and Plusnet, their sister company will keep charging you until the number can be used with that EE SIM. Basically a BT/Plusnet/EE family orchestrated rip off to double charge everyone.

[Leanne_T]

Hi @AnonEE1 

Thanks for coming to the community. 

What day did you receive the EE SIM card? 

If your request to transfer is made after 5.30pm, or made on a weekend or bank holiday, your number will take two working days to transfer.

Please see our Transferring your mobile phone number to EE, Help page. 

Leanne.

[AnonEE1]

Read my comments fully. That is not what the confirmation email states. It should be within 24 hours and automatic using the info that EE already have. Plusnet is your sister company so stop making pathetic excuses that it will take  2 days when it is supposed to be an automated transfer. Also, please recognise that everyone thinks your bots are useless. Listen to your customers, get rid of them because they waste your customers time, and improve your customer service 

[Leanne_T]

Hi @AnonEE1 

If you would like to get the transfer looked into and discuss this further, please contact us on 150 from the EE SIM card or 07953 966 150 from any other phone. The team will get your account looked into and provide more information on the transfer. 

Leanne.

[AnonEE1]

That has already been done. 150 is a useless waste of space and your overseas call centre (presumably located in India because every one of them uses an Indian name) that answers your message system after we get past the useless bot just makes excuses instead of fixing the problem. 

[Leanne_T]

Hi @AnonEE1 

Sorry we have no account access on the community, if you call us on 150 and select the option to speak to one of the team they are based in the UK or Ireland. 

If you wish to log a complaint please see our Complaints code of practice, Help page. 

Leanne.

[AnonEE1]

It helps if you carefully read what I stated. The people who you use to answer through messaging should already be fixing the EE problem and not saying it will take 2 days which is quite obviously more than 24 hours. I am already totally fed up with jumping through hoops, why would I want to jump through any more? There is very obviously an EE problem porting in from your sister company Plusnet judging by my experience and other people's comments that needs urgently fixing. It should be quick and seamless.

[Leanne_T]

Hi @AnonEE1 

If you would like an update for the number transfer, please get back in touch with the team who can check this for you and let you know when this will be completed. 

Leanne.