PAC Code. They won't give it me!!

Toddy

Hi,

I'm with carphone warehouse and out of my contract.
Ive asked for my PAC Code but they tell me I have to write in for it. Am I not entitled to this over the phone? I have been given it in the past?

Also, please could anyone reccomend a phone tarrif comparison site please?

Thanks in advance.
Toddy

Intasun32

Toddy wrote: »

Hi,

I'm with carphone warehouse and out of my contract.
Ive asked for my PAC Code but they tell me I have to write in for it. Am I not entitled to this over the phone? I have been given it in the past?

Also, please could anyone reccomend a phone tarrif comparison site please?

Thanks in advance.
Toddy

@Toddy,

CPW are one of the most difficult companies I have ever had to deal with, whatever the problem. Even when you want to leave, as is your right, they make things as difficult as they can. Once you have got through to the customer service dept they then transfer you, where they try to wear you down to extend your contract, that is once you have beeen answered. Be prepared to wait on hold. Eventually they take the hint and give you a reference and an address in Southampton which you have to write to request the PAC. Send it Recorded Delivery as they have a bad habit of telling you that it never arrived. The PAC finally arrives by text.

It won't be easy but it will be worth it to get away from CPW. (My opinion)

Good luck

diamonds

FAX

020 8896 5005 Head Office


Keep a transmission copy, request PAC to your mobile in fax


quote OFCOM : So if you want to switch and have checked that you can leave, contact the customer services staff at your current mobile phone company and tell them you want to leave.
Customer services

Then ask them for a Porting Authorisation Code (PAC).
Once you have it, tell your new mobile phone company that you want to keep your existing mobile number and give them the PAC

http://www.ofcom.org.uk/media/features/switchmob
http://www.ofcom.org.uk/consumeradvice/mobile/switching/number/
http://www.ofcom.org.uk/complain/mobile/company/porting/

http://www.ofcom.org.uk/telecoms/ioi/numbers/num_port_info/mob_num_portab/V13IndustryGuide.pdf


If your mobile phone company still refuses to allow you to take your number with you, or if you are experiencing any other problems with moving your mobile number from one company to another, It is likely that the problems you are experiencing are complex.
In cases such as these it is usually best to talk through what has happened with one of our specialist advisers. This will enable us to get as many details from you as possible and give you specific guidance on what you should do next.
Please can you call us on Monday-Friday between 09:00 and 17:00. Our phone number is 020 7981 3040 or 0300 123 3333. If you are deaf or speech-impaired, our textphone number is 020 7981 3043 or 0300 123 2024. Please note that these numbers only work with special equipment used by people who are deaf or hard of hearing. Our fax number is 020 7981 3334. Welsh speakers can call 020 7981 3042 or 0300 123 2023.

gjchester

diamonds wrote: »

FAX

020 8896 5005 Head Office

Keep a transmission copy, request PAC to your mobile in fax

Carphone Warehouse have outsourced handling of all the incoming paperwork to a company called Celaton, who scan and log all paper coming in to the southampton address (Carphone Warehouse, PO Box 356, Southampton, SO30 2PG) It's can then be read electronically anywhere in the business by anyone dealing with your account.

Sending it to any other address may actually delay the recieving of it or at least cause issues, as it won't be in the system and they'll have to retrieve the paperwork, or pass the call around to get it sorted.

You must use some signed for service though, recorded will do fine to show they recieved it.

CLLC

Can't you get your PAC from your service provider (Voda , T-mob , etc.)

You should easily be able to get it from them as it's not carphone warehouse PAC it's the networks that give it to you??

Apologies in advance if I'm wrong

CLLC

gjchester

CLLC wrote: »

Can't you get your PAC from your service provider (Voda , T-mob , etc.)

You should easily be able to get it from them as it's not carphone warehouse PAC it's the networks that give it to you??

Apologies in advance if I'm wrong

CLLC

If it's O2 bought through Carphone Warehouse they do all their own airtime, billing and handling or PAC and Portings. They are the Airtme provider in that case.

Lincolnite

As you state in your post, the problem might be that your contract has already run out - in most cases you need to request a PAC code to transfer your number, before the contract has come to an end...

virgo17

The contract has not 'run out'. It has reached (or passed) the minimum time period and you are free to request a PAC as you wish. You will not be able to get the PAC directly from O2, as has already been said CPW administer your contract which uses the O2 network. Disconnections, in any form, are their responsibility.

Having been in the same position as the OP, it is best to jump through the CPW hoops and then be rid of them.

Finally, when they ring you at the 11th hour with an offer you can't refuse, tell them you are going to live abroad for a few years. That usually helps them to lose interest.

They are an evil company and will try any ruse to stop you leaving.

mistysmoth

gjchester wrote: »

Carphone Warehouse have outsourced handling of all the incoming paperwork to a company called Celaton, who scan and log all paper coming in to the southampton address (Carphone Warehouse, PO Box 356, Southampton, SO30 2PG) It's can then be read electronically anywhere in the business by anyone dealing with your account.

Sending it to any other address may actually delay the recieving of it or at least cause issues, as it won't be in the system and they'll have to retrieve the paperwork, or pass the call around to get it sorted.

You must use some signed for service though, recorded will do fine to show they recieved it.

Yep. Sending to any address other than the Southampton disconnections address will lead to your disconnection not being honoured and a whole lot of bother for you. Ignore Diamonds, they are giving out completely the wrong advice

Amy55

Hey Toddy, unfortunately mobile providers do not have to provide you with a PAC code over the phone, they can send it in the post, but they need to do so within 5 days. If not, they will have to provide it to you instantly or you can make a complaint to Ofcom. Visit this site for more info on your rights, Paccode.org.uk

As for who to recommend, no idea, depends what type of phone you want. If you want an Iphone you need to go to Carphone warehouse or O2..

diamonds

I'd call o2 high level complaints as OFCOM say you only have to call, CPW represent o2 as a airtime reseller, this crap of writing in to a 3rd party who scan stuff IN for CPW.....what a joke.

Call OFCOM, as per my post & have CPW shambolic "process" highlighted, OFCOM say call NOT write to your "service provider".

Mail @ CPW must be replied to within 30 days....that's another 30 days payment your due CPW, now that extends ALL contracts by 1 month past the agreed contract term and thats purely why CPW don't take requests over the phone......" it's all about the money, its all about the dum dum dee dee da, I don't think its funny ( CPW )"