Trouble porting esim on O2 to esim on EE

[TwiceNightly]

Hi there,

I joined EE on Wednesday and as part of joining I am porting my old number from O2 to EE. I submitted the PAC code, downloaded and activated my EE esim and it said it would take 1 working day for the port to complete.

Here I am on Friday and nothing has happened yet? I got a text this morning saying 'Great news, your EE services are now fully activated" but when I look in my phone settings my old number is still on O2 and my temporary new EE number is on EE.

I turned off the O2 esim and texted NUMBER to 150 from the EE esim to double check and the EE esim is still the temporary number.

Not sure what to do? Even though I'm pay monthly I have no access to live chat and if I call it's currently a 50 minute wait.

Help!

[bristolian · Accepted solution]

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.

There is no access to individual customer accounts on this public internet forum, so your best bet is to put your phone on speaker or hands-free while you queue for a CS agent. They will have access to your individual account and can advise further.

[Christopher_G]

Hi @TwiceNightly 

Welcome to the community.

Just to add a little more to @bristolian's post - it can take up until midnight of the port-in day for everything to go through fully. You may get 'split service' where you can make calls on your old SIM, but receive them on the new one (or vice-versa).

Hopefully, it all goes through soon for you. Keep us updated please.

Chris

[TwiceNightly]

Thanks for the replies. I called and sorted it.

The guy on the phone said that they have had many calls where people signed up to port their number across on the website and it just didn't happen, this is what happened to me.

So he now put the request through manually and hopefully I'll be ported by Monday.

[bristolian]

A PAC submitted today, Friday 31st, will not be ported by Monday 3rd.

It will be ported on Monday 3rd. Ports occur on working days, not weekends.

[TwiceNightly]

Well pardon me. Friendly here isn't it 🙄

[Christopher_G]

It seems to me that @bristolian is only trying to set your expectations here, @TwiceNightly. He's right in pointing this out, as number ports don't go through over the weekend.

I don't think there was any unfriendliness here. 🙂

Fingers crossed the port goes through without a hitch on Monday.

Chris

[TwiceNightly]

Reporting back, my number ported over at midday, it has caused the following issues:

My old number seems to be tied to the old O2 esim in settings and the temporary number is still showing against the new EE esim, even though when I make a call from the new EE esim  it shows from my old O2 phone number.

This means I cannot use FaceTime or iMessage now as they see it as a dead number on the old esim. If I go to delete the old O2 esim I get the warning that this means I won't be able to use my old number for FaceTime or iMessage.

My EE online account cannot be linked to the esim, so I can not see anything in my account. I called and they said there was an old profile that they have merged with the new one and it should be ok, got a text to confirm that now but guess what? It's not, it's empty and will not link to my new esim. I assume this is because of the phone number issue above.

I turned off the old O2 esim to try and give it a nudge along, this had no effect - I can call from my old O2 number using the new EE esim but the new EE esim still shows my temporary number in settings.

It's a right mess, I'm not sure if I'l get help in here but hope to post it as a warning for what must be many people moving over from O2 - it's not as straightforward as it seems and prepare to spend MANY hours trying to sort it out.

I'm at a total loss on what to do now sadly, I guess I might have to go back to O2 as this is a right shambles.

[Christopher_G]

Hi @TwiceNightly 

This could come under the 'split service' that I mentioned earlier in the thread, and can be normal, although frustrating.

It can take up until midnight to fully go through. If you wake up in the morning and it still isn't correct, I suggest speaking with our Technical Support team so that they can check the number port from our end and make sure it fully went through.

Fingers crossed. Let us know what happens please.

Chris