switching

Are you sure it was your previous providers number showing ​@nickobt?

And not the number iD allocated on the SIM before your PAC took place?

This might help

• Why does the wrong number show when I make calls or texts? F.A.Q.

Thanks for reaching out. What I meant was my old provider (EE) is still showing in Mobile Service > SIMs. Plus I still can’t make calls on either my old EE number which I kept with a PAC or my new ID number. Thanks!

So it looks like you’re using an iPhone.

When did you sign up to iD and when did you give the PAC to iD?

Also, have you removed the EE SIM from the phone? If it is still in then it sounds like the EE service is still active. Once the EE service stops you then put the iD SIM in, then you would need to restart your phone.

Ah yes! I still have the physical SIM in the phone but have an eSIM with ID. I’ll try removing the physical SIM. Thanks. I switched about 3-4 days ago. . 

Hi Daz. You seem like the one with the answers! I removed the physical EE sim but now do not have my old EE number and consequently only one number (the new ID one) and what’s more Apple are getting twitchy about my new number not being associated with my iPhone. Help! Any ideas? 😂

I would have thought your old EE service should have ended, but it kinda looks like the EE service might have been active.

I removed the physical EE sim but now do not have my old EE number and consequently only one number (the new ID one) and what’s more Apple are getting twitchy about my new number not being associated with my iPhone. Help! Any ideas?

So is this YOUR old number you used on EE, or a number you don’t recognise?

If it’s a number you don’t recognise it would be advisable to restart your phone (BUT I’m fairly sure the eSIM should have been put into SIM 1 - so this might not work). Then you would then need to go back up to the link I posted earlier - you need to get the iD SIM to kick in and for the phone to start using your original number.

Thanks Daz. Basically when I switched I wanted to keepy old EE number. Hence I got a PAC. on the day of the switch Id have me a new number and I was unsure which to use as “primary” or “secondary”. For a day or two I was unable to make any calls off either number so made the ID number “primary” and removed the physical EE sim. That’s ok but now of course I only have one number (not two as promised) and Apple ID doesn’t recognise the new ID number. lol. Honestly. I think I may switch back to EE at this rate!

No problem ​@nickobt happy to try and help

Ok. The number iD gave you at the time of your order can be used as a permanent number IF you didn’t want to use your old number

Or being as you used a PAC is then becomes a temporary number - when your number changes this temporary iD one is deleted and no longer functions. This might be where things went wrong.

For a day or two I was unable to make any calls off either number so made the ID number “primary” and removed the physical EE sim.

Normally your phone can have no number for around 1 day if the PAC was used in the week, or can take 2 days if the PAC was used on a Friday or over the weekend. So you made the temporary number primary? If you did then I wonder if the eSIM was inadvertently deleted.

That’s ok but now of course I only have one number (not two as promised) and Apple ID doesn’t recognise the new ID number. lol.

iD should NOT have told you you would have 2 numbers. The number iD issued would be deleted upon completion of the port (using the PAC). You can only have one iD number per account, whether that be the one they issued or your number you brought with you, not both.

In honesty, I would contact iD tomorrow and request a new eSIM. Then after chatting to them I would delete/remove any SIMs or eSIMs and start again. They will email it to you and you must open it on the phone you want to use it on.

This article shows how and when to contact iD and if their live chat doesn’t show

• Live Chat. F.A.Q.

Thank you. I’ll try that. Any ideas how to contact ID?? ie not the community but ID themselves. You’ve been super helpful. 

Yeah, use that link above - Live Chat FAQ

But I’ll copy it here too

Our Live Chat team are available 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday, and Bank Holidays.

You can access Live Chat here: www.idmobile.co.uk/live-chat.

Thanks!

​@nickobt,

I hope that you managed to get this resolved.

If you require further assistance, please let us know.

Kash

Thanks Kash

No I didn’t really resolve it. ID said I’d have two numbers with a dual eSIM but I only have one - the one I ported from EE. 🤷🏻

Somebody has got this wrong. I don’t understand why they would say you’d have 2 working numbers.

If you wanted to keep your EE number the process was rather simple, you get a PAC and port your number to iD. You tell them you want an eSIM rather than a physical SIM. Job done!

Or

If you wanted to keep the existing phone number and wanted a 2nd number you would need 2 accounts. You don’t want this and would like this resolved if this is the case. Even if you accidentally created this problem I’m mystified as to how iD Live Chat can’t sort this😵

Hi ​@nickobt 

Unless you’ve made two orders with us, you wouldn’t have two numbers, I’m unsure where/why that would have been told.

A device that has the capability for dual eSIM would need two separate eSIMs to utilize that functionality.

Tom

ID definitely implied I would have two numbers. Otherwise why is it called a “dual” eSIM? Also you “gave” me a new number but now it’s disappeared and I’ve got my old EE number (which is what I wanted so that’s ok). But where’s the other number??

Without posting anything personal, like names, account details, email/home addresses etc could you pop up where it says this?

Or are you referring to this

eSIMs offer greater security since there’s no physical SIM to remove, making it safer if your phone gets lost or stolen. They also allow you to have two active numbers and easily switch between them. Plus, with fewer physical SIMs in circulation, it’s a win for the environment by reducing plastic waste.

If that’s what you are, then I can see how you came to this conclusion. And I had a debate with another user too - I said back then the wording doesn’t sound right. What iD mean (in their own special way) is that you can have:

• 1 SIM and 1 eSIM (some phones can have multiple) but both numbers need separate accounts
• 2 eSIMs but you need 2 accounts

If I’ve sussed this out I’ll see if I can find the other thread.

That wording that you quote is exactly what I’m referring to! The wording is at best confusing and at worst misleading. And I still don’t understand why they initially gave me a new (ID) number which has since disappeared now that I’ve removed my old physical EE SIM - thanks to your suggestion!

iD why you no listen!!!!!!!

This was my response

Maybe it should read:

You can have two active numbers, whether that be two physical SIMs, or one SIM and one eSIM, or (phone dependent) two eSIMs, and with two active numbers you can seamlessly switch between them. And by using at least one eSIM, thus less physical SIMs means less plastic in circulation - a win for the environment.

Found the thread too

but note the final post from an iD staff member

sorry for any confusion on our part

Now I’m not picking on anyone, but this really needs correcting as it’s misleading iD!

Haha. Well thanks for all your help Daz. Saved me a lot of grief and confusion!

Hey ​@nickobt honestly it was no problem 👍

I just hope that one day iD get round to making the wording clearer 🙄

Hi ​@nickobt 

I’m sorry you feel the wording on the site is misleading, I’ll feed it back.

The eSIM itself isn’t dual eSIM, the device may be, but SIMs are separate to the device.

If you want two SIMs, you’ll need to have 2 plans.

Tom

I don’t thinking your switching process is easy and others on the forum have agreed. It was never made clear the number was temporary. It might be standard procedure but you just said “Here’s your new number!” That implies something different. And because I thought I could have two numbers I thought that was the second number. The whole process was a mess and very stressful. 

I have to admit, knowing what I know now, I’d have never joined iD too (but for different reasons).

​@nickobt I’ve shown others the same statement I’ve copied on here (its this bit “They also allow you to have two active numbers and easily switch between them”) and ALL of them thought you would be allocated 2 different numbers on one iD account. I’ve said my bit, can’t force them to change it, so whatever. When I pointed out the beginning “eSIMs” some then kinda thought about it as this indicates plural, but as it doesn’t state needing 2 separate accounts some still would have thought you got 2 numbers.