T-Mobile Nightmare

Loubyloux

Hi,

Not sure if anyone can help but want some advice on what to say to T-Mobile.

My contrtact ends in 2 days so I called a month ago to give notice and to ask for PAC code.

I was specifically told that I needed to call back today and they would give me the PAC code and that I didn't need to give notice...

Called today and was told I could have the PAC code but would have to pay for another month as I hadn't given notice yet!!

I had a little discussion and they offered that they would cancel the contract on 19th June (I originally called on 19th May) but that I can't have the PAC code and would have to lose the number.

Clearly I held up my end of the bargain by calling last month but what do I do now because they are saying their operative did not put the notice through??

The manager is supposed to be calling me back in the next two hours although I am not holding my breath!

N20Y1D

They have to give you your PAC number.

Also if you are out of contract now you do not have to cancel, just insist they give you the PAC (i think legally they have to issue it within 2 working days) then use it with whoever and then once the switch takes place your contract with T-Mobile will automatically cancel.

This is taken from wikipedia:

Telecommunications service is regulated in the UK by Ofcom. On 25 July 2003, Ofcom introduced the General Conditions of Entitlement which apply to all communications networks and service providers in the UK.

Condition 18 requires all providers to provide number portability but only to subscribers of publicly available telephone services who request it. Number portability must be provided as soon as practicable and on reasonable terms to subscribers and bilateral porting arrangements between providers must accord with agreed processes.

1. Your current Service Provider must give you a Porting Authorisation Code (PAC) or a reason why it cannot be issued within 2 working days of your request.
2. Your PAC is valid for a period of 30 calendar days and your request must be submitted to your new Service Provider within that time.
3. Your number can then be transferred anytime between 2 and 32 calendar days from the date your PAC is issued.

If the customer is on a fixed term contract, they will often be expected to pay any outstanding sums owed to the end of the contract before they can port their number. Some mobile phone companies can charge a fee to move your number. This is usually no more than £25. The provider must issue you a PAC within 2 working days of your request even if you have not paid your bill.

Loubyloux

Thanks for that N20 - Still waiting for the call back!

My contract is up in 2 days so hoping I can just pay up to the end of contract and take my number with me.

mobilejunkie

You are wise not to hold your breath. T-Mobile are utterly abysmal; their so-called code of practice states that you are entitled to escalate things to a manager - but they put brick walls up to stop you doing that - then when you manage to drill through those the promised call-backs never come. Complaints are ignored, just as emails via their website (IF you can negotiate your way through it to the point where you can actually send one). Finally the "Code of Conduct" attempts to direct you to their own "arbitration" service; obviously an attempt to stop you getting proper redress via any independent regulator. They seem to be determined to be even worse than Vodafone and CPW - and there's not much to choose between them for total disdain of their customers.

Guys_Dad

If you want your mobile number to transfer, DO NOT ASK FOR THE CONTRACT TO BE TERMINATED.

You ask for the PAC code and then do nothing more with T-Mobile when you have got it.

You then take it to the new provider and let them do the transfer.

If you give notice, T-Mobile will demand 30 days and then you will lose your number as well.

southernguy_2

My contract with CPW O2 finished on 6 May and i've let it rollover to now.

I want to keep my number but switch providers does this mean i do not have to give 30 days notice as the contract has passed its date and that i just ask for my PAC code or will i have to give 30 days notice.

Thanks

Guys_Dad

southernguy wrote: »

I want to keep my number but switch providers does this mean i do not have to give 30 days notice as the contract has passed its date and that i just ask for my PAC code or will i have to give 30 days notice.

Thanks

Correct - ask for your PAC code, use it and you do not have to give 30 days notice.

southernguy_2

Thanks GuysDad

I've never asked for a PAC code before

A couple of other questions

I like others am waiting for Tesco to announce their iPhone deals

I want to leave CPW as soon as possible to cut down on costs

What happens if i request the PAC now and do not use it within 30 days because of Tesco not announcing anything?

Will my current service stop or will it continue

Am i best to wait?

What will i be be billed for is it just calls between now and the other provider taking over or will i be charged for the days since my last bill to the changeover?

Thanks

Guys_Dad

southernguy wrote: »

Thanks GuysDad


I want to leave CPW as soon as possible to cut down on costs

What happens if i request the PAC now and do not use it within 30 days because of Tesco not announcing anything?

Will my current service stop or will it continue

Am i best to wait?

What will i be be billed for is it just calls between now and the other provider taking over or will i be charged for the days since my last bill to the changeover?

Thanks

1. Sorry, don't understand the bit about wanting to leave CPW. If you have an old CPW/O2 plan, then that's a different ball game and from other threads, CPW can be difficult to get a PAC code from. Others have direct experience and may be better placed to advise you if that is the case. If you have NOT got a CPW/O2 contract, then you only need to liaise with the network.

2. PAC codes las 30 days then expire. Your service will run on.

3. Most service contracts are billed in advance, so, dependent upon when in the cycle you use the PAC code, you may be entitled to a refund on the service time you have paid in advance for or you may owe them. And Yes, you will have to pay for the calls.

4. I would wait till Tesco announce they have stock of the phone you want as PAC code transfers should only take about a week or so.

southernguy_2

Thanks


Yes i meant CPW/O2 contract

Yes i did read somewhere that they try and make it difficult for you to get the PAC code and insist on you getting a meaningless code which you have to send to somewhere in Southampton.