Transfer help needed

[DeborahH]

I took out a new contract with Sky and asked to transfer my number. I received an eSIM and a new number and a day later my old number transferred. But I now have two numbers on the phone, Primary and Personal. In order to get a signal I have to set the phone to the newly allocated number and when people call the old number, their contact name doesn't appear. Nor does my ringtone sound, although it appears to be set to both numbers. It seems like I have the old number and all it's properties but the phone is reading the newly allocated one. Obviously I need to change some settings but what? Help needed please. 

[63johnw]

Hi @DeborahH  can you confirm that your old number was with a different network and you used a PAC from that network to transfer your number to sky ? 

[DeborahH]

That's correct. 

[63johnw]

When did you give sky your PAC @DeborahH  ? If both numbers are working then the port hasn't started yet. 

[DeborahH]

It was last week, I have managed to chat with someone in technical support and it looks like it might just be something to do with the fact that I used an eSIM so the phone thinks it has two. The chap didn't sound like he had too much confidence in esims! So they're sending a physical one to hopefully resolve it. 

[63johnw]

That would have been my suggestion @DeborahH   

Once you have the physical sim and it's activated I would remove any esims from your device then either just use the new physical sim or convert that one to an esim. 

[DeborahH]

Thanks, yes I think I'll just use the physical sim. I thought the eSIM would be quicker and it probably was but maybe they're better suited to use with a new phone and new provider with a new number.