topic Re: PAC CODE REVERSE in SIM cards & Porting

PAC CODE REVERSE

AUSTINSHABBA — Thu, 21 Sep 2023 10:00:56 GMT

I accidentally made a switch to a different provider last night, Plan.Com (Presetige) and used the PAC Code to transfer the numbers over to the new contract. However, after realising what I had done, I no longer want the transfer to happen and want to stay with EE for all 3 lines.

I have asked the new provider to cancel/delete tthe PAC from their end but all I'm getting is "we are a business connector with EE, so you still with EE" but essentially I'm not.

How can I stop this?

Re: PAC CODE REVERSE

Katie_B — Thu, 21 Sep 2023 11:10:16 GMT

Hello @AUSTINSHABBA.

The new provider will need to cancel the port request on their end I believe.

Have you spoke with our customer care team to see if they can stop this?

Katie

Re: PAC CODE REVERSE

bristolian — Thu, 21 Sep 2023 11:38:29 GMT

A PAC is used to transfer an active mobile number to a new operator.

If you're remaining with EE, this is not what a PAC is for. I agree that once a PAC has been used, it needs to be either cancelled from the recipient end, or a new PAC issued to port back.

Re: PAC CODE REVERSE

AUSTINSHABBA — Thu, 21 Sep 2023 13:19:34 GMT

Yes, I did online. They said the same as you.

However, the new provider say they can't do it either because it's a business contract and there's no cooling off period. But then someone else says I remain with EE and to ignore the swapping terms. So I'm confused.

I need help. Is Plan.Com partners of EE?

Re: PAC CODE REVERSE

AUSTINSHABBA — Thu, 21 Sep 2023 13:20:57 GMT

I'm in limbo here because EE can't delete it their end and I have no way of doing it my end. The new provider is being difficult

Re: PAC CODE REVERSE

James_B — Thu, 21 Sep 2023 13:22:21 GMT

Hi @AUSTINSHABBA,

If you placed your order online, you'll have a 14 day cooling off period.

Hope this helps.

James

Re: PAC CODE REVERSE

AUSTINSHABBA — Thu, 21 Sep 2023 13:24:03 GMT

It was over the phone from a mobile number. They say there is no cooling off period for a business contract, I didn't even want it for a business purpose. We're residential

Re: PAC CODE REVERSE

James_B — Thu, 21 Sep 2023 13:25:48 GMT

Hi @AUSTINSHABBA,

If you ordered over the phone, you should still have the 14 day cooling off period.

James

Re: PAC CODE REVERSE

AUSTINSHABBA — Thu, 21 Sep 2023 13:26:50 GMT

They insist I don't.

What can I do?

Stevie- Austins wife

Re: PAC CODE REVERSE

James_B — Thu, 21 Sep 2023 13:39:22 GMT

Hi @AUSTINSHABBA,

I'd recommend raising a complaint with the retailer to escalate your issue.

James

Re: PAC CODE REVERSE

AUSTINSHABBA — Thu, 21 Sep 2023 13:45:21 GMT

Think I need to. Thank you for your help

Re: PAC CODE REVERSE

Gareth43 — Thu, 21 Sep 2023 13:46:35 GMT

This is from the plan.com where you used your PAC code. I’m sure if you keep the pressure on them they sort it for you

Re: PAC CODE REVERSE

bristolian — Thu, 21 Sep 2023 16:12:18 GMT

Something about this still seems odd. If your PAC has been used, then you are no longer with EE - contrary to this reseller's assertions. If you are still with EE, then your PAC cannot have been used.

There is no 14days statutory cooling off with B2B contracts, but distance selling regulations provide it for B2C.

I suspect some poor sales tactics are being used here.

Re: PAC CODE REVERSE

AUSTINSHABBA — Fri, 22 Sep 2023 08:55:33 GMT

I raised a complaint and all I got was "it has been resolved, here is your new plan".

You're talking to the wife here by the way.

This is rather frustrating.

Have you heard of EE partnering with such a company? Or is this a scam?

Re: PAC CODE REVERSE

AUSTINSHABBA — Fri, 22 Sep 2023 09:04:31 GMT

🤬🤬🤬

Re: PAC CODE REVERSE

Katie_B — Fri, 22 Sep 2023 09:45:31 GMT

Hello @AUSTINSHABBA.

If you raised a complaint and this has not been resolved although you have received a message saying otherwise I would recommend getting back in touch with the retailer.

I understand how frustrating this must be.

Katie

Re: PAC CODE REVERSE

AUSTINSHABBA — Fri, 22 Sep 2023 09:51:40 GMT

I received an email this morning from another agent at plan.com and one of which was more understanding. They'll make sure the PAC will not be used and I'll remain with EE.

Can you tell me if Prestige/Plan.com are business connectors with yourselves? Because they are claiming they are.

Re: PAC CODE REVERSE

Katie_B — Fri, 22 Sep 2023 10:03:21 GMT

Hello @AUSTINSHABBA.

Plan.com are an independent dealer who are authorised to sell contracts, however, should be very clear about who they are.

Katie

Re: PAC CODE REVERSE

AUSTINSHABBA — Fri, 22 Sep 2023 10:05:14 GMT

Reason I ask is because they mentioned they were partners of yours

Re: PAC CODE REVERSE

XRaySpeX — Fri, 22 Sep 2023 14:23:06 GMT

Prestige/Plan.com are not 1 of EE's Direct partners