topic Re: Invalid CTN in Archived Posts

Invalid CTN

Southdowns — Mon, 17 May 2021 09:31:50 GMT

Hi, when I give my PAC code and old number to EE, using the 07********* format, they get an “invalid CTN” error. They say this means the pack code is valid, but the mobile number isn’t.

If they enter the number in the format 47*********, because the PAC was generated against +447*********, it is accepted, but the port fails.

EE have insisted the number being ported in must begin with 0, my old provider has insisted that’s not the case and that the number and PAC are both correct.

a Google search gives plenty of info re the correct PAC code format for porting, none about the correct number format for porting.

I'm now piggy in the middle, paying two bills. Both providers have opened cases, but continue to blame each other.

Any thoughts at all about how to move this forward would be very gratefully received.

Re: Invalid CTN

XRaySpeX — Mon, 17 May 2021 11:06:34 GMT

@Southdowns wrote:

my old provider has insisted that’s not the case

What do they say it could be?

All UK mobile nos. start 07. Are you trying to port a non-UK no, to a UK network? You can't do that.

Re: Invalid CTN

Southdowns — Mon, 17 May 2021 11:24:31 GMT

Thanks for that.

All they keep saying is they don’t choose the format, they simply pick the number from a list, and that it has always worked before!

No it’s not an overseas number, it a valid UK one.

Re: Invalid CTN

Schockwave — Mon, 17 May 2021 11:45:28 GMT

@Southdowns ,I know you should not have to do this, but have you tried 00447….? Just out of interest instead of +447. It should have worked with 07, as @XRaySpeX say.

Re: Invalid CTN

Southdowns — Mon, 17 May 2021 11:54:57 GMT

Thanks, but I can’t even try that as the EE system will only accept 11 digits. That’s why they tried 47********* when 07********* gave “invalid CTN”.

Latest suggestion from EE is to try porting to a PAYG SIM from another provider, then if that works, from that to EE. As there’s no limit to the number of PAC codes I can request, there seems to be no reason not to give that a go, even though it shouldn’t be necessary.

Re: Invalid CTN

Schockwave — Mon, 17 May 2021 11:58:43 GMT

@Southdowns , it does seem strange, that it has not worked for you, but what EE has suggested is at least worth a try and see if that sorts it out. Let us know how you get on and whether that has sorted it.

Re: Invalid CTN

XRaySpeX — Mon, 17 May 2021 11:58:56 GMT

'47*********' is a nonsense no. for a mobile no. You can't just truncate it.

Re: Invalid CTN

Southdowns — Mon, 17 May 2021 12:03:45 GMT

Yep, agreed, but it was the only format in which it would go through without giving an “invalid CTN” error. In fact you’d expect that one WOULD give the error, and 07********* would be OK, but it was the other way around.

to be fair, although 47********* entered the porting queue correctly where 07********* did not, the agent was not at all confident the port would go through, and of course it didn’t.

Re: Invalid CTN

James_B — Mon, 17 May 2021 13:20:52 GMT

Hi @Southdowns,

I'm sorry to hear there has been an issue with your number port.

Please get in touch with Customer Care so a member of the team can check what has gone wrong.

Thanks

James

Re: Invalid CTN

Southdowns — Mon, 17 May 2021 13:41:02 GMT

Yes I’ve already contacted CS, and while I was impressed that they took ownership, they haven’t been able to offer a solution yet, as your system only accepts 11 digits while the record held by the other network (Three), is in a 13 digit format.

Re: Invalid CTN

James_B — Mon, 17 May 2021 13:48:01 GMT

Have they escalated the issue to our porting team @Southdowns?

James

Re: Invalid CTN

Southdowns — Mon, 17 May 2021 13:56:22 GMT

Yes, but all they’ve said is the port failed and they need 11 digits. Three can’t give 11 digits, so that’s me stuck with two contracts and a second line (dual SIM) that’s no use at all to me.

Waiting on one more reply from EE, then I’ll try the “port to another network, then back to us” idea, but EE had better cover the cost of doing that.

Re: Invalid CTN

James_B — Mon, 17 May 2021 14:13:53 GMT

Hi @Southdowns,

Please let us know what happens once Customer Care get back to you. I've never seen an example of this issue before and I'm sure the porting team will be able to resolve it for you.

James

Re: Invalid CTN

XRaySpeX — Mon, 17 May 2021 15:28:01 GMT

@Southdowns wrote:

Three can’t give 11 digits

Of course they can! All they gotta do is knock the '+44' International country code prefix off the front & replace it by a '0' to give a standard UK mobile no. '07*********', just like the rest of the country would.

Re: Invalid CTN

Southdowns — Mon, 17 May 2021 15:49:15 GMT

No, they can’t, at least not on a technical level, because the PAC code is tied to a 12 or 13 digit number.

Now, they can give an 11 digit number, and have done, as long as EE interpret it correctly back to a 447 number to get it ported, which it appears they can’t do. The fact remains though, that because EE’s system appears not to have that flexibility and is absolutely literal about using what you enter, and can only accept 11 digits, 07 will fail. In other words, you can’t apply 11 digits directly to a PAC code; you have to “convert” the formatting first, which is what EE appear to be failing to do.

I can see this very clearly now that I’ve followed customer services’ suggestion of porting to another network in order to then port back to EE. Vodafone accepted +447********* when I gave them the PAC code, interpreted that as 07********* on the confirmation page they served up, then put 447********* in the confirmation text they sent me.

if the port now goes through with Vodafone, that will show me that they are able to take the number in whatever format you choose to give them (11 or 12 digits, or 12 with the + sign, maybe even 0044), and correctly interpret it into the format that the old network has tied the PAC code to.

that will beg two conflicting questions - why can’t EE do it right, and why isn’t everyone having this issue?

My big fear is that the port works TO Vodafone, but won’t work FROM them to EE, if they also expect to receive the request in the correct format.