Sorted 🤞. It took an hour and 18 minutes on the phone. Again, confusion from the agent about the STAC code (a common comment in this forum). Initially she told me that my online submission had been accepted, but after several referrals to colleagues, that it hadn't. She then processed the STAC code, and I got a scary text message which told me that my final EE bill would be available in My EE 😱. BUT I was not closing that account. The agent was very friendly but seemed confused about whether I was transferring my number or not and couldn't understand why I was worried that I was being told I was getting a final bill from the service I was keeping. She went away to refer it to her colleagues.
By then I had been on the phone for an hour, and without warning my call was transferred (without any notes) to a technical team where Connor was very knowledgeable, and able to review the records within my account, and reassure me that my account is not being closed. He was able to identify what had triggered the erroneous message, and confirm that the STAC code from O2 had been registered by the original agent, and that it will take effect from Monday. 😀
