PAC code issue: Can't request via 150 with multiple lines

[AK_LFC1]

I texted PAC to 150 and couldn't get my PAC numbers because i have more than one line. It then took nearly 40 mins to get through to someone and get them over the phone. This is not good customer service and has confirmed to me that I'm making the right choice in moving to another network. 

[mod edit: title added]

[bristolian · Accepted solution]

Before your post was moved to a dedicated thread, you'd replied to a post from over 3years ago.

Please make sure you've called your new network's CS to ensure their wait times are acceptable. EE answer all their CS calls in the UK, something other providers don't do.

[Chris_B]

@AK_LFC1   So you think that when you call customer support they should stop helping other customers and should help you as you seem to think you’re more important than everyone else.  

Because that’s exactly what you’ve just said 

[Protech]

I also had this recently 

Hi from EE. Xxxxxxxx  is part of a multiple subscription account so are not able to complete this request by text. The account holder will need to log into ee.co.uk/myee or call 150 to request your switching information, PAC or STAC. You can find out more at ee.co.uk/leavingus Thanks.

Had to make a 20 mins call with an agent who was clearly not happy in having to fill in a manual PAC form. He also couldn't explain why the automated system couldn't issue a PAC code. It clearly knows my number. I was also told it could take 24hrs to issue a PAC code. Which is in breach of the OFCOM rules.

Any staff on here like to comment?

[Ali_A]

Hi @Protech 

Sorry to hear you're looking to cancel one of your lines with us. For customers who have multiple numbers on their account, they can still request a PAC via our EE website or by calling us.

Text messages are sent straight away and usually arrive within a few seconds of the request, however as with any service messages we  it can take up to 24 hours to take into consideration any outside factors.

If the text hasn’t arrived after that time, it’s best to contact our Customer Service team straight away so a guide can check what’s going on and get things moving again.
 

Once issued, your PAC will be valid for 30 days.

Ali