How do I request ID to perform a Routing Reset on a number?

Hi there ​@Dunkers3000 

So you’re coming to iD, if so Sky have messed this up AFAIC. 2 different numbers needed 2 different PAC’s, one for each number.

The number that doesn’t now work on iD is likely to be the one that didn’t have a PAC. You need to ask Sky for a PAC for this number.

Thanks for the message Daz.  That is what we thought and have spent along time on the phone with people at Sky over the past two weeks and they have advised in writing that having one PAC for two numbers is “perfectly acceptable and standard mobile industry practice”.  They say that syniverse, who take care of the porting have confirmed the number has left Sky’s control but it doesn’t seem to have been taken over by ID or at least ID hasn’t swapped it with the number that they originally assigned.  It would really help if we could speak to someone at ID. 🙏🏻

iD’s live chat closes in a few mins, but tomorrow use this link

https://www.idmobile.co.uk/live-chat

(it would be advisable to start the chat with talk to person to bypass their automated chat bot)

The gaining provider can also request a PAC from your original provider, maybe ask them to do this on the chat.

When I went to leave my previous provider we had 6 phones on contract with them, when I asked for a PAC they ask for which phone number. As at that time it was only for 2 of them they asked me which numbers were leaving - I got 2 for 2.

Hi ​@Dunkers3000,

Welcome to the Community!

I hope that your issue is resolved via Live Chat.

If you require further assistance, please let us know.

Kash

Thanks Daz.  I tried to call the old number but it’s going nowhere (just a beep and then call ended).  I also used your link for live chat yesterday which got me through to someone at ID (only chat though).  They confirmed that their systems only allow one number per PAC and that the second number isn’t with them.  Sky said that multiple numbers on one PAC is mobile industry standard.  So it would seem that sky process isn’t compatible with ID process when transferring more than one phone.  SKY have confirmed with Syniverse that the second number did transfer away from SKY to 3 network (which we were told that ID mobile uses).  I don’t see how SKY can help further and ID mobile aren’t offering any options. 🤷🏻‍♂️

Hi ​@Dunkers3000,

Welcome to the Community!

We would require a different PAC code all numbers.

You can contact our Live Chat Team again and the team should be able to raise a ticket to have it checked.

Kash

They confirmed that their systems only allow one number per PAC and that the second number isn’t with them.  Sky said that multiple numbers on one PAC is mobile industry standard.  So it would seem that sky process isn’t compatible with ID process when transferring more than one phone.  SKY have confirmed with Syniverse that the second number did transfer away from SKY to 3 network (which we were told that ID mobile uses).  I don’t see how SKY can help further and ID mobile aren’t offering any options.

I thought iD would confirm this in honesty

I also used your link for live chat yesterday which got me through to someone at ID (only chat though)

iD is online only so for the most part support its typing.

As Kash (staff) advised contact iD and ask them to raise a ticket - possibly with Thee (3UK). If they have your number they should be able to pass it forward to iD.

Hi ​@Daz_S,

We can’t take a PAC code for more that one number unfortunately.

We would require a different PAC code for all numbers.

I believe single PAC codes for different numbers are because they are under one account with the old provider.

Unfortunately this isn’t something that we support at the moment.

Kash

😯I knew this ​@Kash 

I was merely saying iD confirmed my thoughts - you need a one PAC per number (1 for 1, 2 for 2 etc) - though the only ones I think can have 1 PAC for up to 25 numbers are business accounts

I believe single PAC codes for different numbers are because they are under one account with the old provider

We had 6 number with our previous MVNO on one account and when 5 of us left we were issued 5 different PAC’s. Sky appear to be the ones sending 1 PAC for 2 numbers which I find odd.