Upgade confusion

[EE254]

Hi, My number I've used for years from when it was 'Orange' and the attaching EE contract has come out of contract, it still works and I continue to pay the monthly standing charge. Looked at starting a new contact using the same number and completed the necessary online. New SIM arrived with a delivery note that listed my original number below the delivery address. 'All good' or so you may believe. Popped in the new SIM which is a 125GB service as opposed to the previous 40GB. Little did I know that I am now on a new number which was not the "AIM' of the upgrade. Been on 150 without much success of talking to someone. Tried chatting via the chat page, again without much success. So, can anyone enlighten me and my husband as to how to port my original number to the new contract SIM without a lot of fuss, or would the best and simplest route be to cancel the new SIM and to revert back to upgrading the original 40GB contact to something better. At the moment I am paying double the service charge when the objective was 1 charge and a better service offering which is what I thought I'd achieved following the upgrade route. Furthermore. I need to retain my number for medical reasons. Thoughts and actions required to resolve this simply is welcomed. Thanks.

[bristolian]

Keeping your existing number with new equipment is called an "upgrade", had you ordered your chosen new phone as an upgrade you would have kept your number as a matter of course.

By "starting a new contract" you have done exactly that. The easiest way will be to use the 14day cooling-off period which comes as standard with any online purchase, to return your new phone and cancel it. Then you can upgrade your existing line to whatever phone you want.

If you are determined to keep your "new contract", then there is a longer process to "unofficially" upgrade but it does involve porting your number out to another network and then porting back in again. EE do not port numbers between contracts for the policy reason that they offer upgrades.

[XRaySpeX]

An upgrade by definition is keeping the same no. You sure you didn't order a new contract?

[EE254]

Thank-you, understand what has been said in replies. Thought the process used was actually a new package for my number - i.e. as stated by Bristolian, an upgade. Quite clearly it is not. The strange bit is the fact the new SIM came with a letter emblazoned with my number with no indication that the new SIM was actually a new numbered package! I wish to cancel the new one - any ideas how to do it without sitting on 150 for an answer. I can't find an obvious link to do it on the Web site.

[EE254]

Thank-you, understand what has been said in replies. Thought the process used was actually a new package for my number - as you say, an upgade. Quite clearly it is not. The strange bit is the fact the new SIM came with a letter emblazoned with my number with no indication that the new SIM was actually a new numbered package! I wish to cancel the new one - any ideas how to do it without sitting on 150 for an answer. I can't find an obvious link to do it on the Web site. BTW: No new phone - this just a new SIM. Thanks.

[XRaySpeX]

How do I cancel if I've had my contract less than 14 days and signed up online or over the phone?

If you signed up to your plan online or over the phone:

1. fill in this cancellation form
2. email it to channel.returns@ee.co.uk or post it to: 

   Channel Returns

   Mercia House

   Senhouse Road

   Darlington DL1 4YB

3. EE team will be in touch with further instructions

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