PORTING Problem

[fireman999]

I thought that my SIM Only deal with EE was very expensive compared with other providers so I wrote to EE on the 18th September asking them why I should stay with them and enclosing a copy of the deal available from O2. as I did not receive a reply for 3 weeks I decided to move to O2 and requested a PAC code and at the same time I raised a complaint about their no response to my letter and difficulty obtaining a PAC Code and I received a response indicating that they would investigate it. In the meantime I had received some new SIMS from O2 and had given them the PAC code but as EE had said they would investigate my complaint I decided to delay my move to O2 and returned the SIMS to O2 and cancelled the contract last week together with confirming the cancellation with the O2 help desk.

Against my wishes and even after contacting EE and informing them I did not want to go ahead with the transfer the process still went ahead and now I am left with no mobile and text service. this has come at a very difficult time as I have 2 close relatives in hospital and they and the hospital contact me by this method. I have contacted O2 and have been told the numbers are currently locked and cannot be PORTed back - what can I do? Thanks

[Michael_D]

Hi @fireman999 

Thanks for coming to the community.

If the numbers have disconnected from EE, it will be that the number port has gone through after the PAC was given to O2.

This is not something we would have control over as the number would only cancel when the PAC transfer is completed by the receiving network.

Our customer service guides do have a process for looking to move a number back over to us, which would be picked up by our number porting team. 

If you give our team a call using the numbers on our Contact Us page they can send a form to the porting team to see if it can be done.

Michael

[fireman999]

Thank you for your reply but I cannot ring the numbers as my phone and text is not working because it still has the EESim in it - can you not help?
Sent from my iPhone

[Michael_D]

We don't have account access here, so it is not something we can look at on the community.

If you have access to any other mobile or landline, you can call from that, or if you have Skype access you can dial +448000798586.

Have you tried the O2 SIM cards to see if they are cancelled?

Michael

[ee_user14]

O2 comes consistently last in the national tests so I'm not surprised they're a bit cheaper sometimes. This sounds like a classic O2-CS whoopsie, there's a few similar examples on their forum.

[bristolian]

If you've given a valid PAC to a recipient network, then their job is to use that PAC and port your number in. At that point you become their customer and cease being a customer of the donor network.

If the PAC is cancelled in the intervening time, then it should report as invalid when the recipient network tries submitting it. If the PAC is valid at the material time, then any issues become the responsibility of your new network.

I would be surprised if this transfer can be reversed, without O2 issuing a PAC of their own - although it would be interesting to know the timescales involved thus far. Please update this thread with the outcome.

[fireman999]

O2 Have now issued a new PAC Code but trying to get this to EE with no phone is very difficult.

[Peter_W]

I'm glad to hear you managed to get your PAC from O2 sorted out @fireman999.

In order to get you back up and running you will need to speak with our team directly, as they'll need to look into if it's possible to restore your old account with a temporary number, which you can then restore your number to with the PAC. 

Like @Michael_D mentioned, you can contact us from any network, or via a VOIP service like Skype, on +44 800 079 8586, or you can also visit your local EE Store where they can connect you with customer service too.

Peter