Newbie - Is customer service really poor on EE?

[MrsPingy]

Newbie here. Received my EE SIM card today.  So I rang customer service to send them my STAC code but I was held in a 20 minute queue. I didn’t have time to stay on the line so I sent a message through the app. It then sent a  message back saying there was a 1hr and 15mins wait. 4 hours later someone finally replied. I thought it would be a simple 2 minute job but instead we just went around in circles. Apparently it shouldn’t be an STAC code, it should be a PAC code. But I didn’t want to keep the number hence why they gave me a STAC code instead. In the end I got so frustrated with the guy, I left chat. Was that a one off or is customer service this bad over all? I’m starting to regret moving now. 

[Chris_B]

@MrsPingy  Why didn’t you supply the STAC when you ordered the sim ?  
 You can give notice yourself to your old provider yourself.  Or you can give EE the STAC and they could do it for you.    Personally I just give notice myself as I know it’s then dealt with     

You do occasionally get someone who doesn’t know what they should be doing as with every network. 

[bristolian]

A PAC stands for Porting Authority Code and is used for moving your mobile number between operators and auto-cancelling the existing contract. It's in the format ABC123456

A STAC is a Service Termination Authority Code and is used to cancel your old contract without moving your mobile number. It's in the format 123456ABC

[XRaySpeX]

@MrsPingy : Once you've activated your EE SIM give the STAC to EE using Fill out this quick form to transfer your number .

[MrsPingy]

I did try to give them the STAC when I ordered the sim but they said they couldn’t do anything until I had received my Sim through the post. They said I need to get back in touch when it had arrived. But it’s been a nightmare since. 

[MrsPingy]

Yes I understand how it all works. When I notified my phoned company I was leaving they asked if I wanted to keep my number. If I did I need a PAC if I didn’t I needed a STAC. I didn’t so they gave me a STAC code and said it was valid for 28 days. If it was not used with in 28 days I would have to request a new one and that my contact with them will continue until they have been notified by my new phone provided. 

[Chris_B]

@MrsPingy  You can give notice to terminate yourself,  you only need the STAC if you want the new provider todo this for you.   

[MrsPingy]

 This is what my provider sent me when I notified them I was leaving. So I was under the impression the new provider had to do it or my contract will not be cancelled. 

[XRaySpeX]

Either the new provider can do it or you can cancel it yourself. It makes no odds!

[chistery]

Generally if you ask your current provider to cancel you have to give 30 days notice.

If you use a STAC or PAC  and are outside of your minimum term, charges stop straight away, so yes, it's best to use a STAC or PAC.