PAC code

[Clarita]

I am trying to port my EE number to a new provider but the new provider is not able to request the transfer as the PAC code seems to be invalid/not linked to my number (?)

Can I have a new PAC code? The one I have  is valid until 25 March but it doesn't seem to be working.

On top of that my account with EE has been closed.. So i cannot call 150 or use my EE App...

Could someone help me?

Thanks a lot,

Clara

[Schockwave]

@Clarita , Until you have used the PAC code, your EE account will not be closed, as you would have had to cancel by ringing up EE, so your number should still work and you should be able to ring EE, bit confusing here, as the PAC code is to port your number to a new provider, and unless this has gone through, your account will not be closed, you will have to ring customer service and speak to them to see what is going on, click on the contact us, there is also a free number to ring, you can also do this with something like Skype or by using anther phone.

[Alex_S]

Hi @Clarita,

Welcome back to the community 🙂

I can see that you have had some great advice from @Schockwave on this already.

Do you still have your EE SIM card in a device? This should stay active until your new provider transfers the number to your new network's SIM card.

When you call the number you want to keep, does the new or old SIM card receive an inbound call?

Do you know when you gave the PAC to the new provider to transfer your number? Does this coincide with your My EE account being inactive?

Alex 🙂

[Clarita]

Hi Alex,

My answers to your questions below:

Do you still have your EE SIM card in a device? This should stay active
until your new provider transfers the number to your new network's SIM card.

*Clara:* I don’t have the sim card in a device.



When you call the number you want to keep, does the new or old SIM card
receive an inbound call?

*Clara:* No. I dont even get reception/network.



Do you know when you gave the PAC to the new provider to transfer your
number? Does this coincide with your My EE account being inactive?

*Clara:* I gave the PAC number to the new provider around 11th march. And
it is the same number whose account has got closed.



*Clara*: this is what has happened so far:

On 24th February I called 150 and advised I was leaving as I found a
cheaper plan. I asked what I needed to do with EE and I got told that only
getting the PAC number and transferring it to the new provider.



Beginning of March I cancelled my direct Debit with EE – to avoid my
contract rolling onto new term (my data with EE got renewed every 15th of
the month).



Then I approached SMARTY whose SIM card arrived on the 16th March – I gave
them my PAC and they said that the code is invalid.

When I went to log onto my EE App, I got the message that my account was
closed! And indeed I no longer had reception.

Now I get into my account from the EE website and I see that I have a bill
to pay – generated on 15th March? When I was no longer an EE client



Could you please help me with the below?

1- My PAC number is invalid. I need a new one but cannot request it
because my EE sim card no longer has reception. Can you send me one per
email?

2- I have an unpaid bill from the 15th March – but I am no longer
using your services since the 12th March.


Thanks a lot in advance,

Clara

[Alex_S · Accepted solution]

Hi @Clarita,

From all of the information you have given me, it sounds like your PAC has been used.

When you contact EE for a PAC, your account won't close until you give this to the new provider. They will take ownership of the number and then your EE account will close. At this point, your EE SIM card will show no service and your My EE account will show as inactive.

If your EE SIM card is not active, another PAC cant be issued. If your account has closed and your number has moved, there is nothing for EE to pass on to the new provider as your number no longer belongs to us.

When you leave EE, you will always be issued a final bill on your next billing date after you have left the network. This is because we need to bill you for any charges you may have from the time up until your contract ended, and also any credit you are owed from your last bill date to your contact end date as you pay your line rental in advance.

Our Customer Care Team will be able to talk you through any charges or credits you have showing on your final bill. They will also be able to confirm to you that your contract with EE has been closed. 

Alex 🙂

[Clarita]

Hi Alex,
Thanks a lot for this.
There were no charges from 12th March - so no new bill should have been
generated on 15 March.
How will the customer service contact me if I can no longer use my number?

[Alex_S]

Hi @Clarita,

You can get in touch with our Customer Care Team by calling 07953 966 250 from another mobile or 0800 0798 586 from a landline.

Alex 🙂

[alexpulari]

I have the same problem, i have been supplied with a wrong PAC Code and the new provider is not able to use the same and my account is being closed at EE end. So SIM is not active to contact them.

How to resolve them?? I have raised a complaint to re-issue a PAC code. hope I will get one.

[alexpulari]

If the PAC code is invalid how can new network provider can use it?? As you have claimed the new provider might have used?? how does it work??

[alexpulari]

I have tried to phone your customer service and says the number is invalid. so i cannot use your customer service as well. Also Can i ask, do you get a confirmation that new provider has used the PAC code. How do we prove that?? Let me know