PAC or STAC Code does not work

[RICHWILKO]

I've just taken a new SIM only deal out and also had a new iPhone SE with this, but I've done this through a third party (Affordable mobiles). I'm still with EE but I can't cancel my old SIM only deal or get a PAC or STAC code to cancel/port my existing number. I've rang 150 and got told I have to get a pay as you go sim from another provider, but then the information given was very confusing, so would appreciate it if someone could explain exactly what I need to do please.

Thanks

Richard

[RICHWILKO]

I've ordered a new iPhone SE from a third party (Affordable mobiles) and have been given a new number. This is a new SIM only deal, so I need to cancel my existing one (with EE) and I want to port my current number to my new phone. As you will see in previous messages I can't get a PAC or STAC code so i'm currently paying for 2 contracts which obviously I don't want to do, but keeping my number is important.

[bristolian]

If you're not able to get your PAC/STAC using the online method, then you will need to call EE C/S to get this.

[RICHWILKO]

I have called 150 twice and each time the information has been confusing. I've been told to get a PAYG sim from another provider (which I should get today) but i'm unsure exactly what I need to do to port my number and be able to cancel my old SIM only deal

[Chris_B]

@RICHWILKO  You need to call customer services and request your pac code.  You then give that code to the other network to move your EE number to that network. the moving of your number will terminate that old contract for that number.   Once your number is on that other network you can then request your pac code from that network to then give it to EE on your new account.     Don’t request to terminate and you don’t need a STAC code.  You just need you pac code to move your number around.   

this is why you upgrade as you’ll retain your number without having to move it around to different networks.  

[RICHWILKO]

Hi Chris,

EE can't/won't give me a PAC code. If you haven't read the previous messages on this thread, just have a trawl through and hopefully you can help

[James_B]

Hi @RICHWILKO,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to provide you with a PAC code, but you'll need to advise them you would like to transfer your number to another network.

It isn't possible to use a PAC code to transfer a number within the same network.

If you wish to keep your number on the same network, you need to upgrade rather than purchase a brand new contract.

Have you tried speaking to the retailer to ask if they can cancel your new connection and upgrade your existing number?

Hope this helps.

James

[RICHWILKO]

Thanks James.

Can I request the PAC code online?

I thought I had upgraded, albeit through a third party (Affordable Mobiles). I've contacted them and they said to contact EE.

How's best to proceed?

[bristolian]

If you specifically did ask the third party for an upgrade, and they have sold you a new connection with a new number, then you may have a case for mis-selling and I would certainly recommend you exercise your 14day right of return with them (assuming you bought online or over the phone).

If they had processed an upgrade, then the process would have been much simpler. You would either have just put your existing SIM into the new phone, or potentially been sent a new SIM which would have replaced your existing one.

@James_B has advised you of numerous options on how to proceed.

[RICHWILKO]

Looks like ive been mis-sold then, as I have never had this much hassle trying to port my number and being told I can't even cancel my existing (expired) contract.

[James_B]

Hi @RICHWILKO,

You can cancel your existing account, but you'd lose your phone number.

I think the best way forward would be to cancel your additional line under 14 day money back and then upgrade.

Thanks

James