topic Re: Using STAC Code in Archived Posts

Using STAC Code

walkerx — Thu, 09 Sep 2021 10:28:19 GMT

I've already switched from my previous provider Three and had my ee number since last month. Today I was able to get the STAC code which says this is to leave three without taking my number of which I don't want to do.

But the message I then get is that this must be handed to your new provider so they can terminate the contract and port your number, otherwise if not used will have to request a new one.

I have rung 150 but they say go back to Three as using the STAC will bring across my number and that it should terminate after 30 days if not used.

I don't trust Three to terminate the contract even if I ask them as last time when cancelled a contract they never done it and they constantly fail to cancel contracts for customers.

So what do I do with this STAC, should EE be accepting this and notifying Three that my number is to be terminated?

Update: called 150 again and spoke to a different agent who was very helpful and dealt with the code and confirmed it should cancel my old contract tomorrow and number won;t be ported

Re: Using STAC Code

Christopher_G — Thu, 09 Sep 2021 12:37:11 GMT

Hi @walkerx

Welcome to the community.

Sorry for the confusion, the second person you spoke to was correct. Using the STAC will notify Three that you're moving to us and that you don't want to keep your number.

It's an industry-wide process that is governed by Ofcom. This help page on their website explains how PAC and STAC works.

Chris

Re: Using STAC Code

walkerx — Fri, 10 Sep 2021 06:56:39 GMT

@Christopher_G wrote:
Hi @walkerx

Welcome to the community.

Sorry for the confusion, the second person you spoke to was correct. Using the STAC will notify Three that you're moving to us and that you don't want to keep your number.

It's an industry-wide process that is governed by Ofcom. This help page on their website explains how PAC and STAC works.

Chris

Hi Chris,

So my old number should seize to work today?

Would I get any form of confirmation from EE or Three to say this has been done or happening today?

Re: Using STAC Code

Christopher_G — Fri, 10 Sep 2021 06:59:35 GMT

The SIM should just stop working and any confirmation should come from Three's side, @walkerx. 🙂

Chris

Re: Using STAC Code

walkerx — Fri, 10 Sep 2021 07:20:06 GMT

@Christopher_G wrote:
The SIM should just stop working and any confirmation should come from Three's side, @walkerx. 🙂

Chris

Cheers,

I'll keep an eye on it then as Three are notorious for not terminating lines and contracts, they've done that previously and tried billing me for their screw-up and took ages to sort it out.

Re: Using STAC Code

Christopher_G — Fri, 10 Sep 2021 07:29:06 GMT

Yeah, keep an eye on it, but it should go through OK, @walkerx. 🙂

Let us know what happens.

Chris

Re: Using STAC Code

walkerx — Fri, 10 Sep 2021 11:36:05 GMT

@Christopher_G wrote:
Yeah, keep an eye on it, but it should go through OK, @walkerx. 🙂

Let us know what happens.

Chris

just as i done a reply my old number went off, so looks like its been done as its no longer recognised 🙂

Re: Using STAC Code

Christopher_G — Fri, 10 Sep 2021 11:39:32 GMT

Goof stuff, @walkerx

Thanks for letting us know. 🙂

Chris

Re: Using STAC Code

walkerx — Wed, 22 Sep 2021 14:52:55 GMT

@Christopher_G thought just give another update, STAC went through fine, but it still seems Three bill you an early termination fee even though it was used in the period allowed for terminating free of charge.

So now trying to sort that out with them as it's something they constantly do to customers when leaving them

Re: Using STAC Code

Christopher_G — Wed, 22 Sep 2021 15:27:32 GMT

Thanks for the update, @walkerx. 🙂

Most companies (including us) require 30 days notice for cancellation. It could be this period that they're charging you for.

Obviously that would be up to them to confirm for you though.

Hope you manage to get sorted.

Chris

Re: Using STAC Code

walkerx — Wed, 22 Sep 2021 17:02:40 GMT

@Christopher_G wrote:
Thanks for the update, @walkerx. 🙂

Most companies (including us) require 30 days notice for cancellation. It could be this period that they're charging you for.

Obviously that would be up to them to confirm for you though.

Hope you manage to get sorted.

Chris

I would class that as the standard monthly fee, not a termination fee. Once you give the 30 days notice verbally, then you have to wait 30 days for the contract to be terminated, but when using a STAC within the period stated for being able to terminate without penalty, you should not get any termination fees.

A day prior to the period when could advise I wished to terminate they were quoting an early termination fee and the consultants advised to wait till the next day when it would be free, and from the day I was eligible to terminate they were quoting a £0 termination fee which I also have the text to say £0 charges prior to them disconnecting the line.

If I want to terminate any lines at the end of the contract, I do this within the last month to ensure I don't get billed anything past the contract date and I get no termination fees.

I've emailed a specific department within three to ensure it gets sorted as I know from experience speaking to their normal advisors, nothing gets done properly

Re: Using STAC Code

mikeliuk — Wed, 22 Sep 2021 17:05:58 GMT

Hi @walkerx ,

Previously I've noticed the below specification but I'm not sure how much notice service providers pay to this. I also left Three for EE but didn't pay too much attention, if I'm to be honest.

Avoiding double charges when switching
Ofcom has banned mobile providers from charging for notice periods that run after the switch date.
You will need to give your new provider the PAC or STAC switching code, so your old and new providers can make sure there is no double payment.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switching/switching-mobile-phone-provider

Re: Using STAC Code

walkerx — Wed, 22 Sep 2021 21:54:12 GMT

@mikeliuk wrote:
Hi @walkerx ,

Previously I've noticed the below specification but I'm not sure how much notice service providers pay to this. I also left Three for EE but didn't pay too much attention, if I'm to be honest.

Avoiding double charges when switching
Ofcom has banned mobile providers from charging for notice periods that run after the switch date.
You will need to give your new provider the PAC or STAC switching code, so your old and new providers can make sure there is no double payment.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switching/switching-mobile-phone-provider

Which is why I used the STAC to ensure they didn't try billing me extra

I have 3 texts from there system regarding switching

1) Sept 6 - If you switch today your final bill will be 38.51 GBP (which was more than the monthly charge of £16.82 a month) as trying charging early termination fee

2) Sept 8 - If you switch today your final bill will be 0 GBP

Waited 24 hours

3) Sept 9 - If you switch today your final bill will be 0 GBP

Requested code

Sept 9 - This is your STAC code ******* which is valid for 30 days. If you use it today your final bill will be 0 GBP

From them on Sept 6

08:10Advisor
The contract ends on 16/10/2021 however you can Upgrade for free on 09/09/2021
08:11Me
is the 9th also the date i can give 30days notice to leave
08:11Me
without penalty
08:11Advisor
Of course!

08:20Me
I will be terminating this number with three and want to know exact date i can contact you to do without penalty
08:20Advisor
So sorry for all the hassle ********.
08:20Advisor
You can cancel for free on 09/09/2021

Even when you tell them you are terminating due to the poor service and the network is unreliable then still try push you to get another contract.

I have an email that bypasses normal support staff, so sent them one today and waiting for the response to confirm it is all sorted and no fees to pay on the account.

I hate doing calls as many times they deny what they have said, but with chat it's a lot harder for them to wangle out of it.

But fingers crossed it gets resolved asap