Can I recover my old EE number after Tesco Mobile deactivated it?

[zsilva]

Hi,

I recently switched from EE to Tesco Mobile and my number was ported over. Unfortunately, Tesco Mobile completely deactivated my account and my old number when I complained that their service didn't provided coverage in my area, so I can’t make or receive calls, access my Tesco Mobile account, or receive verification codes.

I want to know: Is it possible to recover my old EE number now?

If so, how do I go about it? Do I need to contact EE directly or only Tesco Mobile can fix this? (they don't reply my messages, and I am out of their system as a user)

Any guidance would be greatly appreciated.

[Chris_B]

@zsilva    You need to speak with Tesco mobile about this the number was migrated to their network. 

  You should have requested a PAC to move the number to a different network before the account as deactivated.  So it might not be possible, it has nothing to do with EE. 

[zsilva]

I did, but it never arrived, and that's why I was contacting customer service, and they just deactivated everything without even asking! 😞

[Ali_A]

Hi @zsilva 

PAC codes can only be issued for live numbers. 
You'll need to contact Customer Service of your new network to request they reactivate your number and account. 
Once they have reactivated it you'll be able to ask for a PAC code to bring your number back to EE. 

Ali 

[bristolian]

Edited reply having  mis-read it first time.

Once your number was ported out from EE > Tesco Mobile, EE hold call routing data but your number otherwise belongs to TM for as long as it remains live. Once disconnected, it's released back to EE and will go into the quarantine process. You ceased being an EE customer once a PAC issued by EE was given to any other provider.

I'd also be questioning Tesco Mobile why they treated (what you describe as) a complaint as a disconnection request. Something there sounds a little unusual.

I would usually recommend testing coverage of any potential new network before porting a number across, it's always better to have coverage shock before jumping in with both feet, as it were.

[XRaySpeX]

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@bristolian wrote:

The OP mentions in their first post "my number was ported over" - in which case Tesco Mobile/O2 hold some call-routing data but otherwise, it's no longer their number to do anything with.

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Yes, it has. OP ported their no. from EE to Tesco, not the other way round.