Then I bought the right shiny new phone on contract from my current mobile SIM provider. I had it delivered to a local store, because it was that or my house, and slogged into town yesterday to collect it. I was under the impression that the local store staff could sort out moving my number - this isn't a PAC situation because it's same-company to same-company. But no! They were powerless! If I had come into the store to buy the thing in the first place they could have helped me, but because I bought in online I had to ring up the helpline to sort out my number.
So I did that this morning. But apparently because I have Not Done Things The Expected Way, the only way the person on the phone could resolve things is to have the phone company ship me another phone, and separately ship me a prepaid envelope to send back the other one -the one I have already spent ages setting up, naturally. The idea that they could just update the records on the database on which they can see the details of both my contracts is just not possible, and there was a definite flavour of them graciously helping me out of my own mistake because it was clearly stated on the website that I had to go into a store to upgrade.
(I checked this morning, and the relevant page does say "you can upgrade by going into a [brand] store" - in a page that has a bunch of other stuff on it, and in definitely smaller print than the big banners saying "get special deal on our shiny new phones". Were it me, I'd change it to say "to upgrade, you must go into a store".)
I mean, I think I'm not going to be out any money due to my Not Doing It Properly, just some tedious admin. But it's annoying and I'm frustrated both by the weddedness to Going Into A Shop, and by the idea it's somehow better to ship two phones back and forth than to update a database.
The phone is very shiny and lovely though, and I'm sure its twin will be just as good.