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temporary number disconnected but original number not ported in

martbox
Explorer

‎19-06-2024 08:36 PM

Hi I recently moved to EE from Plusnet, I got a PAC code to transfer my number. My temporary EE number was deactivated but my original number I'm porting over hasn't been connected. That was on Monday and today is Wednesday with no connectivity at all. The EE App shows the correct number and says the transfer was completed but it clearly hasn't. No amount of switching the phone on and off resolves the problem. I requested a replacement eSim thinking that might push it into working but I can't activate that anyway as I'd need to receive a text, which I can't. I tried calling 150 for tech support from another phone that does work, but just got a message saying "We haven't found any issues with your network". I tried calling, requesting a callback to speak to a person but just got a text with the same message cos they think I've got a problem with the number I'm calling from. Can anyone tell me how I talk to EE about a number that's not working? It's embarrassingly bad service from EE, which I've always found reliable. I mean do I have to write a letter or something?

0 Helpful
2 REPLIES 2
bristolian
EE Community Star
EE Community Star

‎19-06-2024 08:41 PM

If your port-in was on Monday and you've received the text message confirming completion - have you? - then any issues will likely need CS intervention now.

How exactly has the port-in not completed? What exactly is not working as it should? Can you make & receive calls using your ported number? Can you send & receive texts using your ported number? Can you use mobile data?

Regarding your CS issues, it sounds like you're selecting option 1 for the "visual service". Just choose option 2 for the menus & a CS agent, if this isn't working for you.

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martbox
Explorer
In response to bristolian

‎21-06-2024 02:54 PM

Thanks for reply, nope no confirmation texts, I just logged into the EE app on my other phone and saw notification that the port was supposedly completed.

How exactly has the port-in not completed? - It hasn't as far as I can tell. I had a temporary number and on te day the port was supposed to happen that got disconnected and that's it.

What exactly is not working as it should? - No network connection at all, so no texts/calls or anything.

Can you make & receive calls using your ported number? - No

Can you send & receive texts using your ported number? - No

I think option 2 was for broadband but I'll have another go at calling 150.

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