Orange Messing me about

winegums

I had a 24 month contract with Orange but suffered no end of problems with them - never got cashback, no signal at home, billing queries, etc. I managed to persevere with it and am glad to say that I rode out the contract.

I telephoned Orange to say my contract was due to end in 6 weeks and that I now had a business phone and would need a PAC code as my mobile number is on my business cards, leaflets, letterhead, etc. They give me a cut-off date of 26th April (today) and said I would get the PAC code in 5 days. After a week I phoned them again and they transferred me to 3 different departments who all tried to get me to stay with them. I finally got through to someone who said it would definately be with me within a week.

After another 4 phone calls to CS and numerous department hopping antics, I finally got through to a supervisor who promised they would text the PAC code to me within 2 hours. They never did.

After a few days I told them I wanted the PAC code before the Easter Holidays and they said I would definately get it before then. Easter has been and gone and my phone service is cut off as of this morning and I still haven't got a PAC code.

In desperation, I went to the local Orange store and they were disgusted but said there was nothing they could do but suggest I phone again.

I've probably missed countless business related phone calls today already and I'm very rapidly losing my patience.

Any suggestions?

grumbler

They must give you the PAC within 48 hours.

http://consumers.ofcom.org.uk/tell-us/telecoms/service-problems/mobile-pacs-porting-authorisation-codes/

Recorded mail.
Wait for a few days, then complain to ofcom.

winegums

Thanks Grumbler

I am so fed up with them that I've emailed the complaint to them. Hopefully I can now finally be shut of them.

Cheers

OneADay

26th April - is that the end of contract date or 30 day to end of contract date?

If its the 30 days to end of contract - then phoning on 26th April and giving 30 days notice should automatically mean them sending you a text with the PAC code.

http://help.orange.co.uk/orangeuk/support/personal/479377

It could be delays with the bank holidays too.

winegums

Hi,

Sorry about that - when I re-read my original post I didn't make it very clear!

When I worked out that my contract would end on 26th April, I telephoned Orange 6 weeks prior (15th March), to let them know that I wouldn't be renewing the contract and would need a PAC code.

I have telephoned about twice a week since that first phone call asking where the PAC code has got to but just got fobbed off each time.

The contract duly ended today and I no longer have a working mobile phone line but still don't have a PAC code either so none of my colleagues or clients are able to contact me on my advertised number.

Incidentally, I work with vulnerable adults and am supposed to be contactable 24 hours a day - and I am regularly called-out at any time. God forbid anyone who needs me urgently and can't contact me. I did tell Orange this but it didn't make any difference.

drbesty

Orange should be able to instantly generate a PAC and give you it over the phone, call them and request they do this

winegums

Right,

So I telephoned Orange once again. The person on the other end spoke hardly any English and actually complained he found my accent difficult to understand!

After explaining the whole thing to him and asking him to read my PAC code out to me he said it would no longer be valid as my number has now been terminated and I should have used the PAC code before the contract ended. I told him that I have never received a PAC code and could he just give it to me now and he waffled and mumbled then gave me a different phone number to complain to.

I phoned this other number and spoke to Andy who seemed really nice and sounded like he genuinely wanted to help. He said that from looking at his computer it appears the PAC code was never generated in the first place and that he would speak to the supervisor and phone me back before he finished his shift at 9pm. He never phoned.

So, I've now got a very stressful night ahead of me, worrying that someone may need my urgent assistance and have got no way of contacting me. I've a feeling I'm going to be hauled into the office tomorrow and given a warning.

Someone - anyone - please help me. My face is burning and I'm sitting here wondering why my teeth are aching - only to realise I'm clenching them together unconsciously.

Someone must be able to do something.

grumbler

Get on the phone in the morning to save your number before it is reassigned.

It is Orange's fault, but does this help? Was it rally wise to wait for 6 weeks (!) and to ask here only on the last day? You could have either asked here earlier or checked on Orange website (or here) how the procedure of cancellation and porting the number works.

PAC Codes and Oranges Way to Stop You Cancelling

winegums

Hi Grumbler

I telephoned Orange to confirm that I wouldn't be renewing my contract with them on 15th March and asked them to send me a PAC code. I gave them 6 weeks notice of cancellation and also 6 weeks notice of requiring a PAC code.

I have since telephoned at least 8 times to tell them I still hadn't received the PAC code.

I would have thought 6 weeks notice and 8 or 9 reminder calls would be enough for the code to be sent.

My contract actually ended today and I still haven't got a PAC code.

I've seriously had enough. I'm on call 24 hours and this could put lives at risk. I've explained this to various Orange CS advisers over the past 6 weeks.

grumbler

Surely if you knew that they had only 48 hours for issuing the PAC and that you can lose your number, you'd have gone farther than just making 9 reminder calls.

At least you could have changed it to PAYG instead of cancelling.

winegums

Sorry Grumbler,

I don't really get what you mean.

So, I give Orange 6 weeks notice of end contract, I also give them 6 weeks notice that I need a PAC code, during the 6 weeks notice, I phone 8 or 9 times to let them know I still hadn't received the PAC code to be told to be patient and that I should get it any day now. The Easter Holidays arrive so I phone again to be not to worry. The first day back at work after the holidays I get up to find my line disconnected, when it should have only been disconnected at midnight tonight and then find that the PAC code was never generated in the first place.

So, what exactly did I do wrong?