topic Re: PAC or STAC Code does not work in Archived Posts

PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 12:07:04 GMT

I've just taken a new SIM only deal out and also had a new iPhone SE with this, but I've done this through a third party (Affordable mobiles). I'm still with EE but I can't cancel my old SIM only deal or get a PAC or STAC code to cancel/port my existing number. I've rang 150 and got told I have to get a pay as you go sim from another provider, but then the information given was very confusing, so would appreciate it if someone could explain exactly what I need to do please.

Thanks

Richard

Re: PAC or STAC Code does not work

chistery — Tue, 29 Sep 2020 12:16:33 GMT

Hi @RICHWILKO

What are you trying to do? Do you want to keep your old number and move it to your new EE contract, or just cancel it. A PAC or STAC do different things.

You can't use a PAC to transfer from EE to EE. If you wish to keep your number you need to PAC out to another networks PAYG SIM, then when it's working, get another PAC from them and give it to EE

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 12:25:53 GMT

I want to keep my existing number and also cancel my existing contract. I've ordered a PAYG sim, so once this arrives what do I need to do?

Re: PAC or STAC Code does not work

chistery — Tue, 29 Sep 2020 12:33:39 GMT

EE PAC: https://ee.co.uk/help/help-new/managing-and-using-my-account/leaving-ee/what-is-a-pac-code

Request a PAC for your old EE number (I assume this is outside of the minimum term now?)

Give that to your new PAYG network

When that completes, request a PAC from them.

Phone EE and give them your new PAC for your new contract

Your old number should then PAC over and replace your new number.

Any questions, let us know!

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 12:41:42 GMT

That's the problem though, EE can't/won't give me a PAC code. I get the following response when I text PAC to 65075:

(my number) is part of a multiple subscription account so are not able to complete this request by text. The account holder will need to log into ee.co.uk/myee or call 150 to request your switching information, PAC or STAC.

As I mentioned earlier,I've called 150 but the information was a little confusing so just wanted to get it written down so I can refer back to it.

Re: PAC or STAC Code does not work

chistery — Tue, 29 Sep 2020 12:45:42 GMT

If you have multiple numbers on the contract, you have to either do it online or call them as it says. Can you log into your account at ee.co.uk/myee ?

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 12:52:06 GMT

I've called them twice but can't understand what I need I do, hence coming on here so hopefully someone can write down exactly what I need to do. I'm logged into my ee account now.

Re: PAC or STAC Code does not work

chistery — Tue, 29 Sep 2020 12:57:44 GMT

In MyEE, you should be able to go to Menu > Account settings > Thinking of Leaving EE

Select Switch from EE and you should see an option to get your switching code.

I don't have multiple numbers on my account so it may be slightly different on yours though.

If that doesn't work, hopefully someone with multiple numbers can show what's needed?

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 13:05:13 GMT

Just tried that and get a 'sorry we were unable to complete your request right now' message.

Do I need to re-post my original message then?

Re: PAC or STAC Code does not work

bristolian — Tue, 29 Sep 2020 13:05:16 GMT

@RICHWILKO wrote:

I want to keep my existing number and also cancel my existing contract. I've ordered a PAYG sim, so once this arrives what do I need to do?

I may have mis-read something in this thread, but if you're wanting to keep the same number as belongs to the contract you're trying to cancel, that's doomed to fail.

If you want to keep a number, then by definition you do not want to cancel it. If you have 2 separate lines, one of which you want to cancel and the other you want to do (whatever) with, then fair enough.

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 13:13:06 GMT

I've ordered a new iPhone SE from a third party (Affordable mobiles) and have been given a new number. This is a new SIM only deal, so I need to cancel my existing one (with EE) and I want to port my current number to my new phone. As you will see in previous messages I can't get a PAC or STAC code so i'm currently paying for 2 contracts which obviously I don't want to do, but keeping my number is important.

Re: PAC or STAC Code does not work

bristolian — Tue, 29 Sep 2020 13:21:55 GMT

If you're not able to get your PAC/STAC using the online method, then you will need to call EE C/S to get this.

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 13:28:59 GMT

I have called 150 twice and each time the information has been confusing. I've been told to get a PAYG sim from another provider (which I should get today) but i'm unsure exactly what I need to do to port my number and be able to cancel my old SIM only deal

Re: PAC or STAC Code does not work

Chris_B — Tue, 29 Sep 2020 13:45:48 GMT

@RICHWILKO You need to call customer services and request your pac code. You then give that code to the other network to move your EE number to that network. the moving of your number will terminate that old contract for that number. Once your number is on that other network you can then request your pac code from that network to then give it to EE on your new account. Don’t request to terminate and you don’t need a STAC code. You just need you pac code to move your number around.

this is why you upgrade as you’ll retain your number without having to move it around to different networks.

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 14:06:48 GMT

Hi Chris,

EE can't/won't give me a PAC code. If you haven't read the previous messages on this thread, just have a trawl through and hopefully you can help

Re: PAC or STAC Code does not work

James_B — Tue, 29 Sep 2020 14:39:04 GMT

Hi @RICHWILKO,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to provide you with a PAC code, but you'll need to advise them you would like to transfer your number to another network.

It isn't possible to use a PAC code to transfer a number within the same network.

If you wish to keep your number on the same network, you need to upgrade rather than purchase a brand new contract.

Have you tried speaking to the retailer to ask if they can cancel your new connection and upgrade your existing number?

Hope this helps.

James

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 14:55:18 GMT

Thanks James.

Can I request the PAC code online?

I thought I had upgraded, albeit through a third party (Affordable Mobiles). I've contacted them and they said to contact EE.

How's best to proceed?

Re: PAC or STAC Code does not work

bristolian — Tue, 29 Sep 2020 15:09:13 GMT

If you specifically did ask the third party for an upgrade, and they have sold you a new connection with a new number, then you may have a case for mis-selling and I would certainly recommend you exercise your 14day right of return with them (assuming you bought online or over the phone).

If they had processed an upgrade, then the process would have been much simpler. You would either have just put your existing SIM into the new phone, or potentially been sent a new SIM which would have replaced your existing one.

@James_B has advised you of numerous options on how to proceed.

Re: PAC or STAC Code does not work

RICHWILKO — Tue, 29 Sep 2020 15:18:18 GMT

Looks like ive been mis-sold then, as I have never had this much hassle trying to port my number and being told I can't even cancel my existing (expired) contract.

Re: PAC or STAC Code does not work

James_B — Tue, 29 Sep 2020 15:26:25 GMT

Hi @RICHWILKO,

You can cancel your existing account, but you'd lose your phone number.

I think the best way forward would be to cancel your additional line under 14 day money back and then upgrade.

Thanks

James