topic Re: 3 or 4 years and you haven't fixed it. in SIM cards & Porting

3 or 4 years and you haven't fixed it.

antonorg — Wed, 11 Jan 2023 14:35:05 GMT

PAC code error: Please make sure you enter the right phone number.
Search on this site shows you aren't even hiding the failure. I see results from 2019 with the exact same problem that your website is not recognising the phone number prefix it actually demands."07" and "UK NUMBER".

So let's address this issue. to save your company wasting time and money and customers having the headache.

Escalation please.

Re: 3 or 4 years and you haven't fixed it.

James_B — Wed, 11 Jan 2023 17:15:09 GMT

Hi @antonorg,

Welcome to the EE Community. 🙂

Is it your EE number or the number you're transferring that isn't being recognised?

James

Re: 3 or 4 years and you haven't fixed it.

Chris_B — Wed, 11 Jan 2023 19:09:25 GMT

@antonorg If it was a widespread issue then how come others don’t have issues with this form and why isn’t this forum inundated with this issue. trying to find an issue when it’s just random isn’t an easy fix
There are more people using it with no issues than people who do have issues.

Re: 3 or 4 years and you haven't fixed it.

XRaySpeX — Wed, 11 Jan 2023 20:06:08 GMT

@Chris_B : What about @Jacoblee1990 's PAC form saying phone number doesn’t exist?

Re: 3 or 4 years and you haven't fixed it.

antonorg — Wed, 11 Jan 2023 22:31:08 GMT

How am I supposed to know it's a widespread issue beyond as stated, the timescale it has been happening ?

Don't question me on reasons when the issue appears to have no one saying "we are looking into this" in any way shape or form and just ushering people to the 20 minute on hold solution.

I hope you don't have a problem with me bringing up this issue beyond how many people it actually hits and ignoring that it has been happening for such a long long time. But figure this :

BOX ONE [07xxx xxx xxx] perfect.
BOX TWO [07xxx xxx xxx] failure.

Both boxes collect a string. One box rejects that string yet it is the initial client side acceptance of that string so that it can be sent to the server, is rejected. That's a basic attempt to do the same thing twice, that fails the second time.

I'd be very disappointed with the webmaster if I were paying him to force customers to waste 20 minutes on hold and create a plethora of traffic over 3-4 or more years, for a simple 11 digit number entered into a dialogue box.

Re: 3 or 4 years and you haven't fixed it.

Leanne_T — Thu, 12 Jan 2023 07:57:12 GMT

Hi @antonorg

Did you provide the PAC when you ordered the EE SIM?

Could you try another web browser to see if the same happens?

Leanne.

Re: 3 or 4 years and you haven't fixed it.

antonorg — Thu, 12 Jan 2023 08:01:45 GMT

@Leanne_T wrote:
Hi @antonorg
Did you provide the PAC when you ordered the EE SIM?
Could you try another web browser to see if the same happens?
Leanne.

I'm lost as to why you have ignored the actual reason for my opening post. You should be aware that I am not asking for help dealing with my pac number, but I can't work out how you aren't. James (above) did the exact same thing. I am pointing out a website error that is 4 or so years old and want to escalate it to be fixed.

Can you and your team please grasp the reason this whole thread exists please.

Re: 3 or 4 years and you haven't fixed it.

antonorg — Thu, 12 Jan 2023 08:02:54 GMT

@James_B wrote:
Hi @antonorg,
Welcome to the EE Community. 🙂
Is it your EE number or the number you're transferring that isn't being recognised?
James

Please see my above response to Leanne.

Re: 3 or 4 years and you haven't fixed it.

Leanne_T — Thu, 12 Jan 2023 08:07:05 GMT

Hi @antonorg

The website may produce an error message if you have no number to transfer from another network.

I will certainly feed this back to the relevant team.

Leanne.

Re: 3 or 4 years and you haven't fixed it.

antonorg — Thu, 12 Jan 2023 21:16:50 GMT

@Leanne_T wrote:
Hi @antonorg
The website may produce an error message if you have no number to transfer from another network.

Leanne.

Except that's not what I said the error was. Both numbers were entered, correctly. So now I have no idea what you are feeding back and to where seeing as I can only see one person has grasped the concept of the issue outlined.

Re: 3 or 4 years and you haven't fixed it.

MozzaSec — Thu, 12 Jan 2023 21:28:12 GMT

It sounds like its failing verification, against the National Dial Plan...

Who is the donor network?

When did the number become live..

We ported some numbers in that had a newish prefix, and they had to be done manually... hence the question...

To be honest, it is easier to do port requests over the phone, as sometimes the verification of the PAC code can fail, for security and validation reasons.. so the agent can tell you straight away to contact the donor network...

Re: 3 or 4 years and you haven't fixed it.

XRaySpeX — Thu, 12 Jan 2023 22:28:35 GMT

Someone else encountered this issue & fixed it in PAC process - won't accept EE mobile number

Re: 3 or 4 years and you haven't fixed it.

antonorg — Fri, 13 Jan 2023 08:47:18 GMT

@MozzaSec wrote:
It sounds like its failing verification, against the National Dial Plan...
Who is the donor network?
When did the number become live..
We ported some numbers in that had a newish prefix, and they had to be done manually... hence the question...

To be honest, it is easier to do port requests over the phone, as sometimes the verification of the PAC code can fail, for security and validation reasons.. so the agent can tell you straight away to contact the donor network...

No, this website form doesn't even send the number, it rejects that one has been typed correctly. Nothing to do with anything else.

Re: 3 or 4 years and you haven't fixed it.

antonorg — Fri, 13 Jan 2023 08:47:58 GMT

Not really a fix, just a get around.

Re: 3 or 4 years and you haven't fixed it.

antonorg — Sun, 15 Jan 2023 01:01:55 GMT

I can only assume this is deliberately not being fixed.

Re: 3 or 4 years and you haven't fixed it.

Chris_B — Sun, 15 Jan 2023 10:28:46 GMT

@XRaySpeX Is it being entered correctly? And I don’t mean cop and paste. You and I don’t know and as I said there are more users without issues then there is with issue. Or didn’t you read that bit.

Re: 3 or 4 years and you haven't fixed it.

Chris_B — Sun, 15 Jan 2023 10:35:59 GMT

@antonorg EE need to reproduce the error that you’re getting every time to see why it’s happening but until they can they cannot fix it because they won’t know why or what’s causing it because not everybody has has an issue. How do you fix something that works for the vast majority of customers when other customers don’t report issues back so it can be looked in to. You expect EE to use a crystal ball to know when an issue is going to happen.

You want your problem resolved then you need to contact EE to report this as EE don’t know what you are doing or why you have an issue

Re: 3 or 4 years and you haven't fixed it.

antonorg — Sun, 15 Jan 2023 11:35:19 GMT

@Chris_B wrote:
@antonorg EE need to reproduce the error that you’re getting every time to see why it’s happening but until they can they cannot fix it because they won’t know why or what’s causing it because not everybody has has an issue. How do you fix something that works for the vast majority of customers when other customers don’t report issues back so it can be looked in to. You expect EE to use a crystal ball to know when an issue is going to happen.

You want your problem resolved then you need to contact EE to report this as EE don’t know what you are doing or why you have an issue

sheer honesty for a reply :
1. teamviewer request is not an impossible request and gives full access to the issue
2. if the moderators of the forum actually read the issue posted instead of skim reading,assuming the issue and giving a generic answer, maybe #1 could be a thing.
3. it's not rocket science but it does look like they don't want the issue to be fixed (this is not up for discussion)
4. the communications industry is a complete mess a lot of the time filled with an imbecilic amount of issues and unhappy people. Every single company is rife with ridiculous issues. (this is not up for discussion)

Re: 3 or 4 years and you haven't fixed it.

XRaySpeX — Sun, 15 Jan 2023 11:51:32 GMT

@Chris_B : With any issue there are always more users not encountering the issue then there are those encountering the issue 😉 . This is just another specific issue.

Re: 3 or 4 years and you haven't fixed it.

antonorg — Fri, 20 Jan 2023 09:43:23 GMT

So what's the outcome of raising this issue ?

@ee