by kellyme Investigator
Investigator

Confused about my sim swap.

Hi.

I got my upgrade yesterday and waited 24 hours for my new sim to switch to my old number as they said it would automatically. It didn't so I did a sim swap online. Now my new sim is saying 'Sim not provisioned.'

 

If I call my old number I just hear a dialling tone. If I call the number from my new sim, my old phone rings. It's really confusing me. Have I done something wrong? 

12 REPLIES 12
by Grand Master
Grand Master

Re: Confused about my sim swap.


@kellyme wrote:

so I did a sim swap online.


Did you ask for a replacement SIM online at https://explore.ee.co.uk/Order-a-new-SIM in place of your old no?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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by kellyme Investigator
Investigator

Re: Confused about my sim swap.

I got the new SIM with my new phone which arrived yesterday. I wanted to keep my old number.

by Grand Master
Grand Master

Re: Confused about my sim swap.

Yes, you said that in your OP but I'm asking about how you did the SIM swap you say you did.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by kellyme Investigator
Investigator

Re: Confused about my sim swap.

Sorry. I visited ee.co.uk/simswap and followed the instructions on there. Gave my old number for them to send a code to. Then I had to put in a number from the back of my new sim. It then said I'd be activated with in the hour. What I'm confused about is my old number (the one I want to keep) is a dead line. But the new SIMs number rings out, but to my old sim. Hope this helps.

by Grand Master
Grand Master

Re: Confused about my sim swap.

Sorry, can't find such a page. What is its full URL?

 

Or use the Replacement SIM link I gave you in my 1st reply.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by kellyme Investigator
Investigator

Re: Confused about my sim swap.

It won't let me load the page any more either. Just comes up an error page. 

 

 

by
EE Community Support Team

Re: Confused about my sim swap.

Morning @kellyme

 

Thanks for coming to the community.

 

Where did you purchase the upgrade?

 

What phone have you upgraded to?

 

Speak soon, Leanne.

by kellyme Investigator
Investigator

Re: Confused about my sim swap.

Hi,

 

It's a Samsung s9. I purchased it as an upgrade via the ee website. 

by
EE Community Support Team

Re: Confused about my sim swap.

Great thanks @kellyme

 

We will help you get your SIM registered.

 

I have sent you a private message on here to get some details.

 

Speak soon, Leanne 🙂

 

 

by
EE Community Support Team

Re: Confused about my sim swap.

Hi @kellyme

 

Just to let you know this is the correct page to register a SIM card - EE activate SIM.

 

Thanks, Leanne 🙂

by kellyme Investigator
Investigator

Re: Confused about my sim swap.

That's the page I started at. I did all of the above. Then both numbers stopped working. Now my new number works, but to my old sim. Which is the opposite to what I wanted.

by
EE Community Support Team

Re: Confused about my sim swap.

I see @kellyme

 

I have replied to your private message now.

 

Leanne.

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