Question on switching networks

RachVG

Hi,

I've been with Virgin Mobile for 10+ years, going from PAYG to a contract and sticking with them. I've been pleased with the service, usually getting a good new handset out of the deal (and once even getting an ipod as a free gift) but recently I've found their customer service isn't as good as it used to be. Once upon a time I actually sent an email complimenting the service I received on the phone as it was so good, but the last few times I've spoken to them I've been disappointed and it's changed my feelings about my continued loyalty with them.

Anyway - I want a Galaxy S3 and they aren't offering that (yet), but as I mentioned above - I've been with Virgin for a very long time. I've never switched network so I'm not sure how to go about switching. I've read the guides and most of this forum so I understand the practicalities of giving 30 days notice to end my contract and getting my PAC code to give to my new network to retain my number. The thing I wanted to ask about was the correct order of things. I'm nervous that I'll end up paying for two concurrent contracts on Virgin and whatever network I end up choosing (at the moment I've been looking at the T-Mobile cashback offer so I'll say T-Mobile here for ease even though I know it won't be the same offer in two months time), so I was hoping somebody would be able to help me with it so I can get it straight in my head.

My current 18 month contract with Virgin ends on August 5th.

I assume I should call them 30 days prior and give notice to end my contract when it expires.

When, then, is the best time to order a new phone/contract etc - and can I specify a start date for the contract or does it start from when the order is placed? I don't want to end up paying Virgin a part month payment and then paying T-Mobile for the same period with the new contract starting before my old one has ended.

And when should I call Virgin to get my PAC code?

grumbler

RachVG wrote: »

When, then, is the best time to order a new phone/contract etc - and can I specify a start date for the contract or does it start from when the order is placed? I don't want to end up paying Virgin a part month payment and then paying T-Mobile for the same period with the new contract starting before my old one has ended.

And when should I call Virgin to get my PAC code?

When the number is ported the old contract gets terminated. PAC lasts for 30 days. It's difficult to say what the best time to order is as the PAC can expire in case of some delay.

If you want to do everything calmly call them on the 5th of July, give them a notice and ask to switch you to PAYG after the 5th of August. Then get your PAC at, say, 25th and buy the new contract closer to the 5th or even after the 5th.

thatsean

Grumbler is bang on. Important note - make sure you use your PAC. Lots of people on here give notice, then request a PAC, then don't use it, then complain when their contract didn't end on the old contract. Requesting a PAC supersedes any prior termination notice, so if you request a PAC and don't use it, your line won't end.

I'd be requesting the PAC on or after Min term -30, and then use it at your leisure, but no less that 3-4 working days prior to expiry. Build in some fat if you are going to cross a bank holiday - this wont make a difference as the porting systems don't process on BHs, but customer service reps for networks often get the dates wrong.

RachVG

Best laid plans! Wanted to come back here and report my experience.

I tried to call on July 6th and get my PAC code - Virgin were having some phone issues that day and I couldn't get through at all, so I sent an email. I didn't hear back, so I called up on Tuesday this week to get my PAC. All done and sorted, very friendly chap asked me why I was leaving, when I told him I wanted the S3 he said "yeah... I have no idea why our guys set that phone at that price." He said he could have done me a deal on any other handset but understood why I was leaving. He gave me my PAC and that was that.

I received a strange voicemail in reply to my email on Wednesday - telling me I had already had a PAC. Yes, I have, because I called again to get it AFTER sending the email. He also mumbled something I couldn't catch about the number already having been ported, which it hasn't.

Yesterday I got a text telling me that my tariff has been cancelled and I would be charged for texts and calls at the standard rate. Now as I was told my PAC would last until August 15th and my contract originally wasn't due to end until August 5th, I wasn't planning to order a new phone for a couple of weeks. When I called to question this, the guy said my contract had manually been cancelled when I got the PAC. I've paid my line rental up until 5th August - DD just came out yesterday in fact - and he said I will be credited for this, and there will be no early termination charge.

I was recording the call, glad I was in case anything comes back and they say I'm not due any credit because I cancelled before the 5th! He's given me a goodwill allowance of 150 minutes/300 texts/500mb data to use until I get my new phone set up rather than reinstating the contract, which I was pleased with.

If it all goes the way he said it should, and I get the remainder of my July payment credited back on my August "bill", I'll be pleased, as I've managed to get my new phone two weeks earlier than expected!

Just goes to show even with careful planning, changing networks is a complex job!

latecomer

If you haven't used your PAC (i.e. given to another network to allow them to transfer your number) then you haven't cancelled.

I would get them to confirm the PAC you have is still valid and then use it as soon as possible to make sure they dont screw anything else up.

RachVG

I checked all of that - everything's fine except they've cancelled the tariff I was on and switched me to PAYG for some reason. The number itself is still up and running on Virgin which is why he just gave me an allowance of texts/minutes/data to use until I'm ready to use the PAC, which will hopefully be tomorrow.