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CPW / O2 - PAC Code nightmare!
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Hi folks,
In the past 10 years I've used orange, t-mobile, 3, and never had I had such a bad experience as the one I'm having with CPW/02. I'd be grateful for getting the experiences of others who have had to request PAC codes from them.
I called them up on Sunday asking for my PAC Code, thinking they would give it to me there and then, like every other provider, and they say you need to send a letter to them. Monday sent, recorded delivery, amazingly not yet recieved by CPW today (Thursday). Today I call them up, and they say they are powerless to do anything until they get the letter! I've spent 30 minutes on the phone to them, mostly just waiting, being passed from one person to the other.
I don't know if this is a ploy of some kind, on Tuesday, they call me to say they will give me a cheaper tarrif, while I'm waiting to get my PAC Code, with no tie-ins.
I've just sent another letter to them recorded delivery, to the following address:
Carphone Warehouse
PAC Request
Ref 1007/02
PO Box 345
Unit 19
Southampton
SO30 2NR
Any thoughts or suggestions?
Ofcom's website says:
"Mobile phone customers have the right to take their mobile phone number with them when they switch from one mobile company to another. All mobile phone companies have agreed to transfer a customer’s number within 5 days of being asked to make the switch."
In the past 10 years I've used orange, t-mobile, 3, and never had I had such a bad experience as the one I'm having with CPW/02. I'd be grateful for getting the experiences of others who have had to request PAC codes from them.
I called them up on Sunday asking for my PAC Code, thinking they would give it to me there and then, like every other provider, and they say you need to send a letter to them. Monday sent, recorded delivery, amazingly not yet recieved by CPW today (Thursday). Today I call them up, and they say they are powerless to do anything until they get the letter! I've spent 30 minutes on the phone to them, mostly just waiting, being passed from one person to the other.
I don't know if this is a ploy of some kind, on Tuesday, they call me to say they will give me a cheaper tarrif, while I'm waiting to get my PAC Code, with no tie-ins.
I've just sent another letter to them recorded delivery, to the following address:
Carphone Warehouse
PAC Request
Ref 1007/02
PO Box 345
Unit 19
Southampton
SO30 2NR
Any thoughts or suggestions?
Ofcom's website says:
"Mobile phone customers have the right to take their mobile phone number with them when they switch from one mobile company to another. All mobile phone companies have agreed to transfer a customer’s number within 5 days of being asked to make the switch."
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Comments
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Hi Mrizzo,
You are not alone, click this link below.It's yet another posting on the same problem. I have it all to come in a few days time when I can apply to cancel my contract and request a PAC:
http://forums.moneysavingexpert.com/showthread.html?t=619139
It wont sort things out but at least you will know you are not on your own. Keep us informed as to the progress.
Good luck & a Merry Xmas, don't let the !!!!!!s get you down!!!!!
:beer:0 -
Well my wife has just had this when phoning their customer services:mad:
When did this crappy way of requesting a pac code come into effect?
It used to be ring up and get the pac code sent email/text in a few days, now we got the trouble/delay of writing in and requesting it...aaaaghhhhh0 -
Hi folks,
Quick update on how it went. Friday, last week, I received a sales invoice from Onestopphoneshop.co.uk, that included a SIM card and a welcome booklet! On the invoice all it says is 'BT Cellnet Value Telecom Gsm Upgrade £0.00'. This must be for the lower tarrif while I'm still waiting for my number to be transfered. On Friday I call them again, asking what this invoice is for as I really can't remember agreeing to anything from the Onestopphoneshop.co.uk. The nice lady on the other end of the phone spends 5-10 minutes listenning to my previous calls (they are all recorded I presume!), says I didn't agree to any upgrades, speaks to her manager, then says to me my PAC code will be ready on Monday, and to please call again on Monday. I call today (Monday), and am provided the PAC Code over the phone. It seems persistence has paid off.
Intasun32, good luck & I hope you don't have trouble getting your PAC Code from them.
Merry Xmas everyone!
:beer:0 -
Hi Mrizzo,
Glad to hear you got there in the end and thanks for the update. I do my battle on Thursday so i am getting myself prepared for it!!!!!!
Have a Merry Xmas and as they say 'Watch this space'.
:beer:0 -
Hi folks,
In the past 10 years I've used orange, t-mobile, 3, and never had I had such a bad experience as the one I'm having with CPW/02. I'd be grateful for getting the experiences of others who have had to request PAC codes from them.
I called them up on Sunday asking for my PAC Code, thinking they would give it to me there and then, like every other provider, and they say you need to send a letter to them. Monday sent, recorded delivery, amazingly not yet recieved by CPW today (Thursday). Today I call them up, and they say they are powerless to do anything until they get the letter! I've spent 30 minutes on the phone to them, mostly just waiting, being passed from one person to the other.
I don't know if this is a ploy of some kind, on Tuesday, they call me to say they will give me a cheaper tarrif, while I'm waiting to get my PAC Code, with no tie-ins.
I've just sent another letter to them recorded delivery, to the following address:
Carphone Warehouse
PAC Request
Ref 1007/02
PO Box 345
Unit 19
Southampton
SO30 2NR
Any thoughts or suggestions?
Ofcom's website says:
"Mobile phone customers have the right to take their mobile phone number with them when they switch from one mobile company to another. All mobile phone companies have agreed to transfer a customer’s number within 5 days of being asked to make the switch."
This is ridiculous. Write the the chairman of OFCOM. Here's his email address:
Ed.Richards@ ofcom.org.uk0 -
I did have other problems on top of getting PAC from O2 when I wanted to leave. Just phoning is not good enough as we do not have the ways and means to keep record of what we have been told. What I found helpful is visit O2 website and use the contact by email. Tell them how you have been hitting the brickwall and warn them of being reported to counsumer complaint department if you do not get the right response. That works.
PS. Do not forget to copy the email sent for future reference.0 -
Well the day arrived, time to request my PAC's from o2/CPW & o2 Direct. I went for the easy option first and called o2 Direct.
I know some folks have had problems with o2 Direct but the young lady could not have been more pleasant and helpful. Within 5 minutes she gave me the PAC and told me that the PAC confimation would be sent by post. I was also told that as it was Xmas the PAC would be valid for 50 days. 10/10 for o2 Direct.
A strong cup of black coffee and I was ready o do battle with CPW. I was put through pretty quickly and went through the security and then I told him that I was giving notice of cancellation and requesting my PAC. It went quiet and he then informed me that my line was set for disconnection at the end of December. I replied that this was not possible as my contract does not end till 31st January and I have not given written notice as required. I was put on hold while he checked with his supervisor. Half way through the first tune I was cut off!
I called back and spoke to another advisor and told him what had happened. He checked my account and I was told that there was no date listed for disconnection on my account. Don't you just love CPW .....
I was then transferred to the 'Loyalty' department. (Joke) A young bubbly lady tried to make me several offers that she thought I could not refuse, but I did! When she finally admitted defeat she told me that I had to call back tommorrow as 'The Computer Says No!!'. It seems the system would not allow her to give a cancellation reference and address, I gave up after 10 minutes and will call back tommorrow for 'Round 2'.
Watch this space.....
0 -
Hi folks,
In the past 10 years I've used orange, t-mobile, 3, and never had I had such a bad experience as the one I'm having with CPW/02. I'd be grateful for getting the experiences of others who have had to request PAC codes from them.
I called them up on Sunday asking for my PAC Code, thinking they would give it to me there and then, like every other provider, and they say you need to send a letter to them. Monday sent, recorded delivery, amazingly not yet recieved by CPW today (Thursday). Today I call them up, and they say they are powerless to do anything until they get the letter! I've spent 30 minutes on the phone to them, mostly just waiting, being passed from one person to the other.
I don't know if this is a ploy of some kind, on Tuesday, they call me to say they will give me a cheaper tarrif, while I'm waiting to get my PAC Code, with no tie-ins.
I've just sent another letter to them recorded delivery, to the following address:
Carphone Warehouse
PAC Request
Ref 1007/02
PO Box 345
Unit 19
Southampton
SO30 2NR
Any thoughts or suggestions?
Ofcom's website says:
"Mobile phone customers have the right to take their mobile phone number with them when they switch from one mobile company to another. All mobile phone companies have agreed to transfer a customer’s number within 5 days of being asked to make the switch."
Glad to hear you eventually got things sorted mrizzo:)
My wife is in the same position as you - contract with O2 CPW ends 9 Feb and she intends porting to O2 (I've googled this and it is possible to port from O2 CPW to O2). Thanks for giving the address to write to. I assume that the reference (1007/02) is a generic one - it certainly looks like it.
Did CPW O2 suggest a minimum time before end of contract to request PAC? My reason for asking is that they will not give info over the phone on the reference to quote and the address to which to write to cancel your contract until 34 days before end of minimum length of contract.0 -
Well got offered 200m and 200 txt and £300 credit to account for 12mth contract but keep the same phone, wifes phone is almost passed it so asked about a phone with contract and the deals are crap to say the least.
Coz I'm on "3" and to be honest the experience couldn't be better I think I'll get on the recommend a mate and Quidco plus new phone for less then a tenner a month for 300min/txt and stuff o2/CPW:p0 -
Glad to hear you eventually got things sorted mrizzo:)
My wife is in the same position as you - contract with O2 CPW ends 9 Feb and she intends porting to O2 (I've googled this and it is possible to port from O2 CPW to O2). Thanks for giving the address to write to. I assume that the reference (1007/02) is a generic one - it certainly looks like it.
Did CPW O2 suggest a minimum time before end of contract to request PAC? My reason for asking is that they will not give info over the phone on the reference to quote and the address to which to write to cancel your contract until 34 days before end of minimum length of contract.
Hi amf,
The reference (1007/O2) on the address is a generic one. No minimum time before end of contract was quoted, although I waited until my contract was up. I'm pretty sure, legally, a mobile operator has to provide you your PAC Code when requested, regardless of when, however you do have to pay-up the remainder of the contract you signed up to. Maybe you can do the same as Intasun32 and contact o2 directly instead of going through CPW.
Good luck0
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