topic Re: Newbie - Is customer service really poor on EE? in SIM cards & Porting

Newbie - Is customer service really poor on EE?

MrsPingy — Thu, 01 Aug 2024 19:39:16 GMT

Newbie here. Received my EE SIM card today. So I rang customer service to send them my STAC code but I was held in a 20 minute queue. I didn’t have time to stay on the line so I sent a message through the app. It then sent a message back saying there was a 1hr and 15mins wait. 4 hours later someone finally replied. I thought it would be a simple 2 minute job but instead we just went around in circles. Apparently it shouldn’t be an STAC code, it should be a PAC code. But I didn’t want to keep the number hence why they gave me a STAC code instead. In the end I got so frustrated with the guy, I left chat. Was that a one off or is customer service this bad over all? I’m starting to regret moving now.

Re: Newbie - Is customer service really poor on EE?

Chris_B — Thu, 01 Aug 2024 19:48:09 GMT

@MrsPingy Why didn’t you supply the STAC when you ordered the sim ?
You can give notice yourself to your old provider yourself. Or you can give EE the STAC and they could do it for you. Personally I just give notice myself as I know it’s then dealt with

You do occasionally get someone who doesn’t know what they should be doing as with every network.

Re: Newbie - Is customer service really poor on EE?

bristolian — Thu, 01 Aug 2024 20:06:53 GMT

A PAC stands for Porting Authority Code and is used for moving your mobile number between operators and auto-cancelling the existing contract. It's in the format ABC123456

A STAC is a Service Termination Authority Code and is used to cancel your old contract without moving your mobile number. It's in the format 123456ABC

Re: Newbie - Is customer service really poor on EE?

XRaySpeX — Thu, 01 Aug 2024 22:52:57 GMT

@MrsPingy : Once you've activated your EE SIM give the STAC to EE using Fill out this quick form to transfer your number .

Re: Newbie - Is customer service really poor on EE?

MrsPingy — Tue, 06 Aug 2024 10:14:29 GMT

I did try to give them the STAC when I ordered the sim but they said they couldn’t do anything until I had received my Sim through the post. They said I need to get back in touch when it had arrived. But it’s been a nightmare since.

Re: Newbie - Is customer service really poor on EE?

MrsPingy — Tue, 06 Aug 2024 10:19:09 GMT

Yes I understand how it all works. When I notified my phoned company I was leaving they asked if I wanted to keep my number. If I did I need a PAC if I didn’t I needed a STAC. I didn’t so they gave me a STAC code and said it was valid for 28 days. If it was not used with in 28 days I would have to request a new one and that my contact with them will continue until they have been notified by my new phone provided.

Re: Newbie - Is customer service really poor on EE?

Chris_B — Tue, 06 Aug 2024 12:40:00 GMT

@MrsPingy You can give notice to terminate yourself, you only need the STAC if you want the new provider todo this for you.

Re: Newbie - Is customer service really poor on EE?

MrsPingy — Tue, 06 Aug 2024 13:06:35 GMT

This is what my provider sent me when I notified them I was leaving. So I was under the impression the new provider had to do it or my contract will not be cancelled.

Re: Newbie - Is customer service really poor on EE?

XRaySpeX — Tue, 06 Aug 2024 13:13:01 GMT

Either the new provider can do it or you can cancel it yourself. It makes no odds!

Re: Newbie - Is customer service really poor on EE?

chistery — Tue, 06 Aug 2024 13:30:39 GMT

Generally if you ask your current provider to cancel you have to give 30 days notice.

If you use a STAC or PAC and are outside of your minimum term, charges stop straight away, so yes, it's best to use a STAC or PAC.

Re: Newbie - Is customer service really poor on EE?

FedUpCustomer26 — Tue, 06 Aug 2024 13:32:04 GMT

Re: EE keep sending me emails intended for someone else - The EE Community

Re: Newbie - Is customer service really poor on EE?

FedUpCustomer26 — Tue, 06 Aug 2024 13:32:31 GMT

They keep deleting my replies to you. The answer is "Yes - very"

Re: Newbie - Is customer service really poor on EE?

Ali_A — Wed, 07 Aug 2024 13:46:31 GMT

@MrsPingy Welcome to the Community pages and also welcome to EE.

You're correct, if you have a STAC code from your old provider they will leave your line open until you use it.

Can you try submitting your STAC code using our online form here ?

Although you're not keeping your number, the form is found on our Transferring your number to EE page.

As you're not looking to keep your number, the alternative is to give your old provider a call ask them to cancel the STAC and also cancel your line at the same time.

Ali