by wendygunnee Investigator
Investigator

I am moving from Tmobile to EE, new sim and old sim now not working! Please help

I recieved my new sim yesterday and put it in my phone, it should have gone through in two hours but nothing. Today I put the old Tmobile sim in and phoned 150, the lady said she had sorted it and it should go through within two hours. Now seven hours later both sims are not working. I logged into my Tmobile account and all my details and balance have gone but when I registered with EE it did not recognise my number. Now I'm stuck with no phone so it needs sorting asap, thanks

9 REPLIES 9
by
EE Community Support Team

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

Good evening @wendygunnee

 

Thanks for taking the time to join community 🙂

 

Have you tried rebooting the phone to see if this makes a difference?

 

Please try switching it off and on again.

 

Let me know how you get on.

 

Richard

 

:)​​​​​​​

by wendygunnee Investigator
Investigator

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

Hi Richard

 

Yes I have been switching my phone on and off all day but nothing

by
EE Community Support Team

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

I know sometimes, if something takes a little while it can be frustrating.

 

It may be worth a quick call into the team just to make sure everything is moving along for you.

 

Let me know what happens.

 

Thanks

 

Richard

 

🙂

by wendygunnee Investigator
Investigator

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

My new and my old tmobile sim are not working so I can't call 150. Is there a number I can call from my landline?

 

thanks Wendy

by
EE Community Support Team

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

Hi @wendygunnee,

 

Has your new SIM card activated yet?

 

Is it a pay as you go or pay monthly account?

 

Thanks

 

James

by wendygunnee Investigator
Investigator

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

Hi James,

 

No it's still not working. I'm on Pay as you go. Yesterday I phoned up and I was put through to a chap called Michael, he tried to sort it but no joy. He phoned me back this afternoon and said the transfer of my number had got stuck and it could be up to 48 more hours to sort it out. I've had no phone since Monday afternoon.

 

Wendy

by
EE Community Support Team

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

Thanks for coming back to us @wendygunnee

 

I am sorry this is not working for you.

 

Have customer service raised this to be resolved for you?

 

Thanks. Leanne.

by wendygunnee Investigator
Investigator

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

Hi Leanne

 

Well hopefully they are working on it but I have have had no phone since Monday and I was originally told it would only take two hours

 

Thanks Wendy

by
EE Community Support Team

Re: I am moving from Tmobile to EE, new sim and old sim now not working! Please

I understand @wendygunnee

 

Let me know how it goes.

 

Thanks, Leanne.

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