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YOU ARE HERE: Skip Navigation LinksEdinburgh Napier Staff Intranet > Service Depts > Information Services > Key Projects > Mobile Services Migration

​Mobile Services Migration​


Mobile Device imageThe University is switching mobile services supplier from O2 to EE.   This will deliver significant cost savings, unity of tariffs and enable us to benefit from the friends and family discount.​  

 

This page provides staff users of University mobile devices with further information about the migration, including details of what you need to do prior to porting, what to expect during and after porting as well as answers to other frequently asked questions.   


Further information about University Owned Mobile Devices can be found on the Mobile Device intranet site​. ​


What do I need to do?


As a result of the switch all staff users of University owned mobile devices will be required to replace their current SIM cards with a new EE SIM card, this will be a 2 part process and the timescales are still to be confirmed:

1.  Staff members will receive the new SIM cards directly from EE

  • EE will post these out to home addresses - you will be informed when these are sent out. 

2.  Staff members will need to replace their O2 SIM card with their new EE SIM card:

  • This needs to be done on the day of porting - you will informed of the date at least 7 days in advance.

 

What do I need to do before porting date?

 

Before porting date you will need to:

  • Copy your contacts from your old SIM to your device and backup any important messages - find out more...​
  • Look out for an SMS text message - 3 days before your porting day you may receive an SMS text message from EE to remind you that your number will be porting from O2 to EE and to confirm the date on which this will happen. 


     

What do I need to do on porting date?

 

The day before your porting day you may receive an SMS text message from EE to remind you that your number will be porting from O2 to EE. 

Ideally you should be in the UK on your porting date - find out more...

On the day of the port you will need:

  • ​To have your existing device and SIM card and your new EE SIM card with you.  
  • Apple users will need to have their Apple ID and password details to hand (you may be asked to enter this information). 
 
Once the port is in progress you will see the message "No Service" or "SIM Card Registration Failed" on your handset.  At this point you should swap your SIM cards

Please be aware that during the porting process you may experience temporary loss of service. This is normal due to your number transferring from the O2 to the EE network.


What do I need to do once porting is complete?


After porting you may receive several EE text messages on your device which are SIM updates. Upon receipt of the message(s) please:

  • Open, Read and Delete the message(s)
  • Switch off your device, wait 30 seconds
  • Then switch on your device again

You will also need to update your Voicemail settings - find out how...​

 

Frequently Asked Questions


Q:  Will my mobile number remain the same?

A:  Yes, your mobile number will not change.  Your number is just being moved from O2 to EE.

 

Q:  Will I get a new handset?

A:  An initial audit of mobile phones will identify staff members who need a new handset, these staff members will be contacted directly.  If you have not been identified as requiring a new handset and wish to order a new one then you will need to do this as part of the IT Procurement process - further information about this can be found on the IT Procurement intranet page​.


Q: I've been given a new handset, what do I do with my old one?

You should complete the Redundant Equipment Form - a link to the form can be found on the Property & Facilities intranet site​

 

Q:  What date will my mobile be ported?

A:  You will be informed of your porting date at least 7 days in advance.  A full list of switching dates will be added to this page in due course. 


Q:  Why do I need to be in the UK on porting day?

A:  Ideally, you should be in the UK on the day of your port, if you need to use your device for business purposes.  

  • ​​If this is not possible please inform the IS Service Desk​ as it may be necessary to reschedule your porting day. 
  • Porting can still take place while you are abroad but may take longer and result in a longer (temporary) loss of service. If you are away on holiday and not using your phone, the port can continue as planned.  ​

 

Q:  My handset is locked to O2, what do I need to do?

A:  If your handset is locked to O2, please contact the IS Service Desk​IS will request an unlock code. 

If O2 are unable to provide an unlock code (e.g. if you have purchased the handset from elsewhere) then you would need to request this via the handset supplier.  


Q:  Why do I need to copy my contacts?

A:  Before your number is ported you will need to copy your contacts from your old SIM card to your device, otherwise they will be lost when you swap to the EE SIM. 

Back up your Data:

 

If you are an iPhone user:  ensure your contacts are synced to iTunes or backed up.

If you are an Android user: ensure your contacts are synced to your Google account. 

Please note: depending on your device, text messages and voicemails may be lost during your migration to EE. Therefore, please ensure you document any important text messages and voicemail information before your porting day.


Q:  How will I know once the porting process has begun?

A:  When you lose service on your O2 SIM card and find you cannot make outbound calls or if your device says "No Service" or "SIM Card Registration Failed" on the screen, the porting process has begun.

 

Q:  How long will the porting process take?

A:  The porting process usually takes just a few hours, but it could take up to 24 hours.  If you are expecting an urgent call, where possible please have a back-up contact number.  Due to Ofcom rules EE cannot confirm the exact time when your O2 SIM card will stop working, so please keep checking to see if you can make / receive calls. 


Q:  How will I know once the porting process is complete?

A:  After porting you may receive several EE text messages on your device which are SIM updates. 

 

Q:  What do I need to do once my mobile is ported to the new network?

A:  After porting you may receive several EE text messages on your device which are SIM updates. Upon receipt of the message(s) please: 

  • Open, Read and Delete the message(s)
  • Switch off your device, wait 30 seconds.
  • Then switch on your device again.

 

Q:  What do I do if my number does not successfully port and my phone doesn’t work?

A:  Please call EE Business Customer Services on 0800 079 3333 and they will investigate your case. 

 

Q:  My old SIM has stopped working and I have replace it with my new SIM but I’m not receiving calls, what do I do?

A:  Your number is currently in the process of moving to EE.  Please monitor this and contact EE Business Customer Services on 0800 079 3333 if you still are unable to receive calls by 9am on the day after porting.

 

Q:  I can call people from my new SIM but they can’t call me, what do I do?

A:  This is known as ‘Split Service’ and means that your number has not yet completed the transfer to EE to O2. Please keep checking. If by 9am on the day after porting, you still cannot receive calls please contact Business Customer Services on 07973 100 158.

 

Q:  Will I need to change my voicemail settings? 

A:  Yes, you need to change your settings after the porting process is complete.  See below:

EE Voicemail

The EE voicemail number is +447973100123.  You may need to update your phones voicemail number to +447973100123 after porting.  Whilst in the UK you can hold and press the [1] key or dial 123 from your handset to access your answer phone.

Additional information about EE Voicemail

When connected press:

  1. to listen to your messages
  2. to send a message
  3. to change your personal options (e.g. your recorded name or greeting)

When using IPhone, if you cannot access voicemail, please type in **5005*86*123#

If you still have difficulty accessing you voicemail, please call EE Business Customer Service on 0800 079 3333​. 

This must be done in the UK before you plan to travel abroad with your phone.

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