topic Re: ee won't provide my PAC code or INFO when I text or try switching online. in Archived Posts

ee won't provide my PAC code or INFO when I text or try switching online.

Mawosola — Sat, 05 Jun 2021 17:29:27 GMT

My contract ended last month and I am seeking to take advantage of cheaper tariffs elsewhere. I text for my PAC code got a reply that they can't progress my request due to my account status. I was advised to go online or call 150. I tried online switching and got the same negative text response from ee. I tried text and online several times unsuccessfully. I checked my account and couldn't see any issues with it, monthly payments up to date, never missed one, i have only one number and the contract ended May 31st. So I can't understand what the reason is for ee not providing the PAC or INFO information.

I would be grateful for any advice. I am reluctant to call 150 because I fear that ee will try to keep me in contract by asking too many personal questions.

I thought the text switching was supposed to make switching easier.

Re: ee won't provide my PAC code or INFO when I text or try switching online.

XRaySpeX — Sat, 05 Jun 2021 17:53:39 GMT

@Mawosola wrote:

I fear that ee will try to keep me in contract by asking too many personal questions.

They can't keep you in contract unless you allow it. Beyond answering the security Qs you need not answer any personal Qs - say "No comment!".

Re: ee won't provide my PAC code or INFO when I text or try switching online.

Christopher_G — Sun, 06 Jun 2021 07:10:31 GMT

Hi @Mawosola

Welcome to the community.

Our Customer Service team are likely to ask why you're leaving and offer to give you an offer to upgrade, but you can politely decline if you want to.

They will be able to explain why the PAC wasn't provided by text message though.

Chris