Swithing from Vodafone and I end up with a 2nd contract and new number?

[Hendo67]

I decided to switch, gave my pak code and a week later went to check all was set up ok. It turns out all that happened is I got a new contract, with new number and my old contract with vodafone and number was also still running? So, when I try to call someone, it is impossible. Every option chosen sends my to Goodbye and being disconnected. 

I have texted PAK Code, done everything asked. 

This is such a bade service it's fraudulent. I guess Ombudsman is only way to resolve it. 

Can somone tell me how to raise a complaint?

[Schockwave]

@Hendo67 , have you spoken to customer service about this, to see if they can resolve this?

You can launch a complaint here:

https://ee.co.uk/help/contact-ee/complaint

but I would first try speaking to customer service, they should be able to resolve it.

[Hendo67]

I have called these numbers 5 times and tried every option, but each option disconnects me and sends me a text message. I think that taking my details (PAK Code etc), and setting me up on a new contract whilst not cancelling previous contract and changing number, as was specificaly the subject of my original business is very worthy of a complaint.

So, thanks for complaint form.

What is set up with EE, do they not have customer service advisors?

Sorry, but are you just an independent person helping out here?

Thanks,

[Hendo67]

If you call you get 2 options:

Option 1 is to port number, it sends a text, asking for information already provided

Option 2 is to talk to an agent, it sends a text with a help guide.

Both options disconnect you.

[Schockwave]

@Hendo67 , I am a customer like you, like most of us here, but even the staff who make their appearance in the forums would not know who you are or have account access.

What do you mean by set up with EE|? Yes they do have advisors, that is where customer service is when you ring them, not sure why it has not worked with your pac code, have you tried asking them, and letting them know that you gave your pac code?  That normally works, but on rare occasions can go wrong.

https://ee.co.uk/help/contact-ee/complaint/complaint-form

Here is the form you need to fill in.

[Hendo67]

Thanks for your help, but no one answers these numbers.

[bristolian]

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@Hendo67 wrote:

I decided to switch, gave my pak code and a week later went to check all was set up ok. It turns out all that happened is I got a new contract, with new number and my old contract with vodafone and number was also still running?

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I may be missing something in translation, but I would interpret this as exactly what should happen when you purchase a new line with EE.

The PAC (Porting Authority Code) serves to port your number and cancel any associated contract with the donor network - so the behaviour is consistent with the PAC having not been submitted. Easy solution - submit it again.

But "decided to switch" I would interpret as signing up with EE as a new customer, in which case a new contract with a new number is exactly what I would expect. Feel free to clarify anything I've missed.

I've just tested 150 option 2 and have been put into the IVR as expected.

[Rach_H · Accepted solution]

Hi @Hendo67,

Welcome to the Community!

As @bristolian has advised, this is the correct process when setting up a new line. You will be given a new number temporarily, as we need an active line to port your number onto. When did you activate your number, as this will dictate when your port will take place. Our porting guide will give you more of an idea of when this will happen.

Rach