Orange PAC code nightmare

Doobdonk

Hi,

We have a really strange situation with Orange, and wondered if anyone has similar experiences and could share what they did about it.

My girlfriend has had her number for 5 years plus, having moved it around networks. Around 6 months ago, she moved from an orange contract to payg.

On the 10th November this year, we rang Orange to get a PAC code as we'd been hoping to move it to my already existing Vodafone contract that i no longer use. Having received the PAC code, i rang Vodafone and was told that as my contract was midway through, it wouldn't be possible. I should stress at this point that the PAC number was not handed across.

Having found that out, she decided to carry on on payg and as such we decided to ignore the PAC.

This afternoon her number was disconnected from Orange. Having rung and spoken to an operator and his supervisor, all we're told is that the number has been ported and there's nothing they can do to help us, can't tell us who it was ported to or when or how or anything, as it's not within their control.

We know 100% that this PAC was not used, however we're advised only to contact the network it's been ported to regarding the issue, only they can't tell us who it is and we have no idea either as we haven't requested it.

So we're stuck. She's obviously upset as it's a break in the continuity, and i'm really miffed that this can happen without any sort of explanation.

So, any advice on where i could possibly go from here would be appreciated, as clearly Orange are unable to help.

OneADay

Normally if you ask for a PAC code - it means you are giving 30 day notice.
So Orange probably have disconnected rather than the number going anywhere - end of contract, end of number. You have to use the PAC coed within the 30 days or tell them within 30 day period to cancel the notice.

Doobdonk

Hi, many thanks for the reply. I could understand that, but when we requested the PAC we were told that if we changed our minds, do nothing and everything will carry on as before.

Incidentally, calling the number right now, it is apparently an incorrect number.

Jon_01

The incorrect number message isn't good! You need to call CS back, ask for team leader and ask them to call through to network support. The guys there can trace where the numbers gone. The guys on the frontline in CS don't have the software to find this out. Network support are internal and won't take calls from customers, but a TL can get them to find out whats going on. . .

Doobdonk

Hi, thanks, when they reopen tomorrow I'll give that a go. Meanwhile girlfriend is going through everything changing number to ease her concerns

tazdevil01985

Orange can reconnect the sim using the ICCID or sim card number (starts 894412........)
With regards to the number if it is an Original Orange numnber then its fairly easy to get the number back (config on the back end systems to get the number back) (a couple of days) a ticket will need to go Oranges MNP support team
If the number came from an other operator then it will take longer as Orange would need the other op to reroute (allow upto 1 week)

tazdevil01985

OneADay wrote: »

Normally if you ask for a PAC code - it means you are giving 30 day notice.
So Orange probably have disconnected rather than the number going anywhere - end of contract, end of number. You have to use the PAC coed within the 30 days or tell them within 30 day period to cancel the notice.

Thats not correct if you dont use it then nothing happens the contract or payg sim should continue