PAC code required

[idj20]

Hello and good morning. After deciding that signals (be it 5G and call) with EE is generally rather poor here at Folkestone harbour, and since I was still within the cooling off period after signing on with EE (18th June), I requested a PAC code to be sent to my mobile on ************ a few days ago. As yet, I still have not yet received it as I would like to go back to my old provider (Vodafone) for mobile calls and 5G internet as soon as possible.

That said, I've just recently had brand new full-fibre-optic-to-house installed and set up and I'm very happy where EE is true to their word with delivering 1 Gbps speeds so I'll be staying with that, far better than my old creaky 45 mbps broadband via copper cable with Talk Talk. 😀 It's just the mobile internet/calls part that I'm currently struggling with, hence my request for a PAC code.  

Yours sincerely, **************

[mod edit; personal details are removed from the forum]

[Schockwave]

Hello @idj20 ,

Welcome to the community,

This is not customer service, you would need to speak to them, but if you have fibre in your home, you can use wifi calling which will mean receiving and making calls and text work just as well if that is the problem. 

[Chris_B]

@idj20  Requesting and using the PAC will terminate your contract and you’ll be required to pay off that contract.   You have to call customer support and inform them you don’t want the contract to make use of the 14 day cooling off period.  

[idj20]

I'm aware of that. Anyway, someone from EE have called me an hour and was finally sent a PAC code. 

It's just that a few days ago I went to visit my elderly mum with dementia at a care home and when I tried to set up video calling to her daughter/sister on my mobile as that is something my mum enjoys, there was absolutely no EE signal whereas I had no issues with my previous mobile provider. Hence my decision to cancel my EE mobile contract while still in cooling off period. 🙂 

[idj20]

Like I said, I (or rather my sister as I'm deaf) got in touch with EE a few days ago (on the 30th June and I was still only 10 days into my cooling off period at the time and it is only an hour ago that I finally was sent a PAC code. So I'm hoping that just because it's today that I was sent the code mean I'm not into a binding contract yet. My sister has all the proof of Monday's phone call anyway.

Just that on Monday I went to visit my elderly mum with dementia at a care home and when I tried to set up video calling to her daughter/my sister on my mobile as that is something my mum enjoys, there was absolutely no EE signal whereas I had no issues with my previous mobile provider. Hence my ringing up to get a PAC code and cancel my EE mobile contract while still in cooling off period on that same day . 🙂

All the best. 

[Schockwave]

@idj20 , there could be a reason why there was no network signal in the care home, worth speaking to someone there first to see why and maybe you could use their wifi to connect then make a call using wifi calling, unless using an app to make a video call, also worth checking here to see if there is a problem in the area, which you can then register, report and receive updates:

https://ee.co.uk/help/mobile-coverage-checker

[Alex_H]

Hi @idj20,

Welcome to the EE Community

I am sorry to hear you have had issues with the mobile signal in your local area. It can be worth running the checks mentioned, but I can appreciate it sounds like having a reliable connection is very important, so I can understand if you have made the decision to leave after testing the mobile signal.

I just wanted to pop in to confirm that as long as you notified us of wanting to return/cancel within the 14 days, you wont be stuck in a contract even if the actual cancellation does not take place until after the 14 days. 

I am glad to hear the broadband is living up to expectations though. Hopefully you don't need to contact us in the future and everything works as intended. But I thought I would just mention for awareness if you do need to contact us in the future we offer both the text relay service and a BSL interpreter service as ways for our deaf customers to contact us if needed.

Alex

[idj20]

That's reassuring about the notifying  you about my intention to cancel the SIM-only contract as I made the phone call on Monday 30th while still 11 days in the cooling off period (I have a reference number anyway) and it's only this morning (Thurs 3rd July) that I got the PAC code and have already processed it. 

[chistery]

Just to add, I would never recommend anyone PAC's over to a new network on a contract unless you are pretty confident that you will not want to cancel. If you've never tested the new network, it's far easier to cancel if you've not ported your number over and still have your old contract working. Yes you might pay for a few extra days crossover, but it'll save some hassle.

Get the new SIM with a new number. Test it, then if you're happy, PAC over and cancel your old contract.

[bristolian]

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@idj20 wrote:

signals (be it 5G and call) with EE is generally rather poor here at Folkestone harbour,

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Folkestone Harbour is on the fringe of 5G coverage, but has excellent 4G service.

@chistery wrote:

Get the new SIM with a new number. Test it, then if you're happy, PAC over and cancel your old contract.

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I would ordinarily completely agree with this. The only caveat is that, once upon a time, EE were unique in not needing a PAC at time of connection and allowing port-ins at any time. I'm not sure if that's still the case.

Use of a PAYG SIM to test coverage of a new network, should be standard practice.