topic Re: Confusing advice given to me about switching by Customer Support in Contracts & Billing

Confusing advice given to me about switching by Customer Support

Pro4TLZZ — Thu, 11 May 2023 19:09:17 GMT

Hi,

My EE contract ends on the 18th June and I am looking to move to ID mobile.

I don't want to be charged by EE after the 18th June.

I called up Customer Support and asked them to give notice on my contract as described here

https://ee.co.uk/help/help-new/managing-and-using-my-account/leaving-ee/what-happens-at-the-end-of-my-plan

If you want to cancel your plan at the end of your 24-month commitment period, you’ll need to give us a minimum of 30 days notice. You can do this from up to 45 days before the end of your 24-month commitment period.

However the advisor stopped short of sending the cancellation notice because he said I wouldn't be able to get a PAC code if he issued the cancellation.

He said the only way I could leave was to call up on the 17th and request my PAC code, however this means I then have to pay an entire months bill which I don't want to do.

Can anyone advise how I can leave EE without any additional charges?

Thanks

Re: Confusing advice given to me about switching by Customer Support

bristolian — Thu, 11 May 2023 19:57:15 GMT

A PAC and a disconnection request are mutually opposite - 30days cancellation notice is exactly that. A PAC serves to port your number out, and cancel your contract as part of the process.

A PAC is normally actioned the working day after you give it to a new provider, so doing so the day before (or the day) your minimum term ends is probably the best timing could achieve.

A PAC is valid for 30days after issue.

Re: Confusing advice given to me about switching by Customer Support

XRaySpeX — Thu, 11 May 2023 20:04:37 GMT

You can request your PAC any time after the 19th May & then use it within 30 days.

As you want to keep your number, text PAC to 65075. It will respond with your PAC & how much you will have to pay in Early Termination Fees if you are still within your min term. Give the PAC to new provider. This will have the effect of cancelling your EE contract but you may be liable to pay early termination fees. Best to do this in last few days of your contract term so you have little or no overlap.

Re: Confusing advice given to me about switching by Customer Support

Pro4TLZZ — Thu, 11 May 2023 20:18:42 GMT

Why would there be early termination fees given that I would have paid for the last billing month of my contract?

Re: Confusing advice given to me about switching by Customer Support

Pro4TLZZ — Thu, 11 May 2023 20:23:58 GMT

Doesn't that mean if I cancel the day before my minimum term then I've signed up to another full billing month with EE?

If you want to cancel your plan at the end of your 24-month commitment period, you’ll need to give us a minimum of 30 days notice. You can do this from up to 45 days before the end of your 24-month commitment period.

Re: Confusing advice given to me about switching by Customer Support

XRaySpeX — Thu, 11 May 2023 20:24:28 GMT

It would take that into account. You can ignore it if you port on the last day of your contract or later.

Re: Confusing advice given to me about switching by Customer Support

XRaySpeX — Thu, 11 May 2023 20:25:56 GMT

If you did happen to go over your min term you'd only be charged pro-rata by the day.

Re: Confusing advice given to me about switching by Customer Support

Pro4TLZZ — Thu, 11 May 2023 20:26:52 GMT

so just to confirm that there is no way to leave at the end of your contract with a pac code without paying pro rata post minimum term?

Re: Confusing advice given to me about switching by Customer Support

XRaySpeX — Thu, 11 May 2023 21:28:54 GMT

It's possible if you time it exactly right, but why worry.

Re: Confusing advice given to me about switching by Customer Support

Pro4TLZZ — Thu, 11 May 2023 21:30:18 GMT

So the best option for me is to request the PAC on the 17th and that will close the account down and only charge me pro rata for the switch over period?

Re: Confusing advice given to me about switching by Customer Support

XRaySpeX — Thu, 11 May 2023 21:44:12 GMT

Just your luck, June 18th on w/end & porting not done on w/ends. Submit PAC on 16th & it should be ported by 19th.

Re: Confusing advice given to me about switching by Customer Support

garetc — Thu, 11 May 2023 22:09:42 GMT

You could just request your PAC from EE on 15th and submit it to ID Mobile on the same day, the number will be ported by midnight the following day if you do it early enough on 15th.

You will need to make sure that you have the ID sim activated and with you on the 15th which also won't be free as the new network will charge you for the date it's activated from.

The early termination fee (ETF) will be a pro-rata charge for the days remaining on the minimum term so you'll end up paying your whole monthly fee/line rental but to find out what the ETF is on the day you can text INFO to 87075.

ID use 3 and they're (in my opinion) not as good as EE for coverage or speed. Have you tested the network in the areas you frequent the most?

Re: Confusing advice given to me about switching by Customer Support

Pro4TLZZ — Thu, 11 May 2023 22:28:58 GMT

Thanks. Bit of a chicken and egg situation because to get the idmobile I have to make the choice of what to do with the number and if I choose transfer old number then I'll be out of mobile service for a few days until the SIM arrives and I can activate it. Does that sound about right?

Still confuses me as to how I'll pay for the days remaining on my minimum term since I would have paid the bill already.

I've used three before in my local area and they fit my needs thanks.

Re: Confusing advice given to me about switching by Customer Support

garetc — Thu, 11 May 2023 23:32:57 GMT

With ID Mobile you can either set the number to port ahead of time before you receive the SIM in which case you could lose service for a day or two. (not ideal)
You can set it to port on the day of arrival looks like they'll try to time the port to take place on the estimated delivery date which relies on Royal Mail or the postal provider delivering on the day ID expect them to. (seems to be ID's recommended action)
Third option is to order your SIM, once you have received it call ID customer service or go online and give them the PAC for your mobile number. (You'll end up paying for 2 lines for a few days)

Generally customers pay a month up front plus some pro-rata charges in their first bill (there's a good explanation how that works here). EE will refund you anything you're owed automatically by your next billing date when you leave, so leave your direct debit open/active with your bank for them to process any refund to you.

I'd keep any eye out for your final bill to double check that.