Newbie - Is customer service really poor on EE?

MrsPingy
Investigator
Investigator

‎01-08-2024 08:39 PM

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. 

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12 REPLIES 12
FedUpCustomer26
Established Contributor
Established Contributor

‎06-08-2024 02:32 PM

Re: EE keep sending me emails intended for someone else - The EE Community

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FedUpCustomer26
Established Contributor
Established Contributor

‎06-08-2024 02:32 PM

They keep deleting my replies to you. The answer is "Yes - very"

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Ali_A
EE Community Support Team
In response to MrsPingy

‎06-08-2024 02:33 PM - edited ‎07-08-2024 02:46 PM

@MrsPingy Welcome to the Community pages and also welcome to EE. 

You're correct, if you have a STAC code from your old provider they will leave your line open until you use it. 

Can you try submitting your STAC code using our online form here ? 

Although you're not keeping your number, the form is found on our Transferring your number to EE page. 

As you're not looking to keep your number, the alternative is to give your old provider a call ask them to cancel the STAC and also cancel your line at the same time. 

Ali