Why is it so hard to change phones?

racheinderbys

Carphone Warehouse is in business to sell phones to people. Almost everyone in this country who wants a phone has already got one, so their business must principally consist of getting people to buy (or get on contract) new phones. Why then do they make this process so difficult?

Firstly, the bills do not state what contract you are on, nor when your contract will expire. Indeed, this information has never been supplied to me in writing.

Secondly, I have been told variously that my 24 month contract has already expired on 25 December (!) and so it is too late to get an upgrade, but also that it does not expire until 24 Feb so I can't get a PAC code (tautological term I believe) until today.

Now I am told that, despite the fact that I have never received a written contract from them, I have to write to them to request the PAC code.

The whole thing is draining me of the will to live.

Do I really have to write to them? Will I have to pay for two phones for a month? I have already ordered a new phone on the understanding that the old contract had expired. If the contract is expiring surely they have to supply the code anyway?

miss_independent

Is your contract with carphone warehouse? I have bought my new PAYG phone from Car Phone Warehouse on Orange as I am in the final 30 days of my contract with o2. I called o2 to request my PAC code and its just been text to me, I didn't need to write or anything. Orange were great, just spoke to them tonight and they said my number will be ported on Wednesday and that because I have now given my PAC code to them, this means my contract with o2 is over - the giving of the PAC code acts as notice and I won't be getting billed anymore. I don't understand why you had to write! o2 did try and talk me into staying but whats happening with you is just taking the rip. It seems fairly simple to port a number and they are just making it difficult for you.

miss_independent

Also, careful it doesn't go on even longer! Your PAC code expires 30 days after you are given it so if you don't contact your new provider within the 30 days you will be charged again by your old provider and you will have to request another PAC code (with me I got a txt after 3 hours but sometimes it takes days) then contact your new provider to port the number and that can take up to a week!

racheinderbys

Thanks. I have posted the letter now, as I thought it couldn't hurt. I would be less offended if O2 had tried to keep my custom. But I didn't get as far as talking to a real person, except at Carphone Warehouse (yes, I got my phone through them). I have been an O2 "contract" customer since 2002 when I moved back to the UK and I don't think I have ever had anything in writing except for the bills.

Don't worry, the minute I get the PAC I will call Orange to get my new phone set up! I hope Orange are more helpful.