Trying to recover my number after using STAC code

[eeayduk]

Hi,

I have a long story about my trials to recover my number. I am still expecting to solve it. Let me explain my situation. I hope it can be recovered with the help of you.

I was a EE pay as you go customer. I decided to switch to Vodafone and started for a new contract. I get PAC code to keep my number. When I tried this PAC code on Vodafone page it said that it is not valid (it didn't give a format error). Then I see that it can also get a STAC code. I get a STAC code from EE and submit it to the Vodafone. I was not aware that it will close my EE account and delete my number. Then I get my Vodafone sim and start to use it. In the day I gave to Vodafone, EE network connection closed.

I realized that my number didn't pass to new provider. I was still hopeful to use my old number since I have a PAC code SMS (says that it is vald until 26/03/2023). However it didn't work again even I did the process through customer service.

I called EE to reconnect my sim to network but learned that it is impossible since I cancel the account and moved to another provider.

After lots of conversation between me and EE/Vodafone customer supports, I got same advice from two different EE support people. They suggest me to return back to EE using my Vodafone temporary number (using their PAC) then EE will be able to reconnect or get a new PAC code. I did as suggested and returned back to the EE. Then EE customer service gave a new PAC code for my orijinal number but it didn't woked again.

I am very disappointed with the process. OK, I did accidentally enter STAC code. There should be a way to recover such error. Even I have a PAC code, it still doesn't work. I think my number is staying in somewhere but nobody can find a solution to take it back.

Do you have a suggestion for my case?

Thanks in advance.

[XRaySpeX]

That's the whole purpose of a STAC, as opposed to a PAC, to move to another network w/out taking your existing no. while cancelling your EE plan. Once you moved to the other provider you've lost your previous no. for good.

[bristolian]

To add.. PAC stands for "Porting Authority Code" where your number is ported upon use. STAC stands for "Service Termination Authority Code" where your previous service is disconnected upon use.

The STAC has worked as designed in your case, the issuing of a STAC will have replaced the PAC.

[eeayduk]

Thank you very much @XRaySpeX for your answer. Yes, you're right, the purpose of STAC is closing account. However I expect there should be a way to cancel this process for such accidents.

I also wonder why my PAC is not working. Do you know if it is deactivated when you used STAC code?

The PAC code that came with SMS didn't work even when I started switch process.  Can there be a problem with EE system for the generation of PAC code? I am asking this question since I read similar problems in forums.

Thanks in advance.

[XRaySpeX]

A PAC for your now-discontinued EE no. is worthless & obviously will not work.

[bristolian]

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@eeayduk wrote:

Yes, you're right, the purpose of STAC is closing account. However I expect there should be a way to cancel this process for such accidents.

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I'm unsure why that should be the case? Users would only be expected to request a STAC when they specifically want to terminate their existing service, the use of it shows intent. If a PAC doesn't work on an online form, the usual advice is to contact CS who can input the code manually.

Your situation is unfortunate, but there is no process to reverse it.

[Chris_B]

@eeayduk   The best way to explain this is to say.

  Once an account has been terminated and the number associated with the account has been terminated by using a STAC or by verbal communication of termination there is no way to get that number back.    A PAC code requested before termination becomes null and void in this situation as the account is closed and terminated. There is no number to move as there is no account as in this case because Vodafone have done as you’ve requested by giving them the STAC code so they gave that instruction to EE to terminate the account.  

[eeayduk]

Unfortunately, I became aware of the situation after my EE account closed with issued STAC. After that point I tried PAC again with CS but no way.  All started with given invalid PAC code by EE or buggy system of Vodafone. Of course, the main problem was giving STAC code which was my bad mistake. It costed me a lot.

[Chris_B]

@eeayduk    Vodaphone like EE and other networks sometimes do have issues when you use online forms to input a PAC code at that point it’s best to call that network customer services and verbally give them the pac code 

[TheTallSwede]

Before, seams like lightyears ago the carriers had the porting functionality as a sales point. That today is called 
PAC code from the carrier your leaving to the
STAC code to the ones your'e joining !  

Today i'm trying to move from Three to EE, and is still not 100% where i will put the STAC code for EE, Three were easy to get hold of the PAC code... I'll guess it will reveal itself further on...

Take care !