PAC Codes and Oranges Way to Stop You Cancelling

grumbler

Biggles wrote: »

But you didn't cancel. You just agreed for them to send the PAC.

May be they did not cancel, but they did want to cancel

nptrainor wrote: »

We called Orange and told them we wanted to cancel

Unfortunately the procedure was not clear enough without any extra research. Does such a simple procedure havs to require extra research and why cannot it be made clear by the CS over a phone?
The answer is simple. Because if they port late, the network will charge them for (at least) another month. If they port early the network will charge them for the service that they don't get actually.

Wintermute

This is standard practice, you either agree on a disconnection date or you ask for a PAC in which case your account will disconnect when you use the PAC. If you don't use the PAC your account will continue to exist, if you specify a disconnection date your account will disconnect on that date no matter what and if you don't have a PAC that's been used by then it's going to cost you a lot to keep your number.

To the majority of people I've come across their mobile number is more valuable than 30 days line rental, a lot of people would rather pay 30 days extra line rental than lose the number they've had for x year.

Thanks for websites such as MSE a large percentage of customers know that the best deals for mobile phones come from the retentions department and that it really is a cat and mouse game. If requesting a PAC would always disconnect you within 30 days or so then that would pretty much put an end on that.

Number ports go wrong on a daily basis, if a customer was porting from their business* phone from network x to network y and network y took 1 digit down incorrectly for the mobile phone number or PAC then then both networks are in for a hard time. The customer will be unhappy because network x has cut of their phone costing them £z amount in business before the number's completely moved over and may end up being forced into paying a goodwill credit to the customer to keep them happy and at the same time the same person will be annoyed at network y for their mistake and not moving their number over in the time period agreed and trying to get £z from them as a goodwill gesture for their mistake, Both networks x and y will have to deal with both sides of this, it'll do nothing, but cost them both money which ultimately will have to be passed onto you and me and wont happen unless offcom decide it's enough of an issue.

* It doesn't matter if they actually run a business, when it comes to mobile phone 98% of of the people customer services speak to about missing calls etc. claim to have lost business or jobs by missed calls, text messages, emails or facebook messages to their handsets even when they're on consumer contracts.

There's no reason people can't say "I want a PAC and to disconnect this time in a months time if I don't use it" wouldn't work, it can happen and it can work, but you will actually need to ask in so many words, if you phone for a PAC then that's what you'll get, if you phone to disconnect on a certain date that's also what will happenl, if you want both you'll need to specifically ask for both.

Guys_Dad

grumbler wrote: »

May be they did not cancel, but they did want to cancel Unfortunately the procedure was not clear enough without any extra research. Does such a simple procedure have to require extra research and why cannot it be made clear by the CS over a phone?
The answer is simple. Because if they port late, the network will charge them for (at least) another month. If they port early the network will charge them for the service that they don't get actually.

Come on, Grumbler. I can't believe that as such a regular contributor you claim that this procedure was not clear enough. Some people still think that if they take out a 24 month contract, they are being hard done by if it doesn't finish after 24 months automatically.

PAC code request is clearly spelled out on network web sites and myriads of other sites too. There is absolutely no fault on Orange's part here because the OP didn't understand how things work.

On balance, I like it the way it is as I can change my mind after requesting the PAC code, use it as a negotiating tool or use it the minute I get it rather than having to give 30 days' notice.

grumbler

Guys_Dad wrote: »

Come on, Grumbler. I can't believe that as such a regular contributor you claim that this procedure was not clear enough.

It is clear enough for regular contributors that constitute a minority of pay monthly customers in UK.

The procedure is not very simple or intuitive. Yes, it is explained well enough on Orange website if you know what to search for. Was it explained well enough over a phone? I don't think so - based on my experience of dealing with telephone CS.

Guys_Dad

grumbler wrote: »

It is clear enough for regular contributors that constitute a minority of pay monthly customers in UK.

Well, it's a catch 22 situation. Before you can request a PAC code, you need to know one exists. OP requested a PAC code, so she must have known of its existence.

Surely the next stage is to as oneself "So what do I do and how do I get one?"


I know! I will check up on it. I will go to the Orange web site!

Orange Web Site Help states

Will my PAC expire?

"Your PAC code will expire 30 days after it's issued (the number transfer needs to be completed within this period). If you don't use your PAC code to transfer your mobile number your account with Orange will remain active and you'll continue to be billed. You'll need to provide your new service provider with the PAC code to get your mobile number transferred. Once they've processed your PAC code your account with Orange will be closed and you'll be sent your final bill to settle any outstanding charges. If you don't use your PAC code within 30 days you'll need to request a new one if you want to port again and your account won't terminate unless you have specifically requested it to."

If you don't read how things work when the info is available, then don't blame network. It is NOT Orange's fault and they don't deserve the comments in OP's post singling them out as villains here.

glenderg

Guys_Dad wrote: »

If you don't read how things work when the info is available, then don't blame network. It is NOT Orange's fault and they don't deserve the comments in OP's post singling them out as villains here.

They ain't angles either IMHO

Guys_Dad

glenderg wrote: »

They ain't angles either IMHO

Not right angles then?? :rotfl::rotfl::rotfl:

macman

OP, a PAC is simply an option to cancel. If you don't use it , it expires after 30 days and your contract continues.
Requesting a PAC is not giving notice.

drbesty

Ofcom requires that mobile operators explain all this when generating a PAC for a customer, if you've ever requested a PAC, all this info is contained in the long speil they give you, the one where you pretend to listen and say 'uhuh' at the right moments while the advisor reels it off

MissKeith

Guys_Dad wrote: »

Not right angles then?? :rotfl::rotfl::rotfl:

No, just merely obtuse.