Orange contact ending and porting number

Disabled_user

I have ended minimum contact period with Orange and have tried for 5 months to end contract and port number with PAC code. I am not well and have found the whole process too complex and Orange extremely unhelpful.I do not have internet access at home so the process becomes arduous to go to the library each time to use i tunes.
I cannot afford to keep using Orange and have bought a Giff gaff sim and tried to transport number. Several friends have tried to help all without success. On Saturday I synced phone numbers through i tunes, managed to unlock the phone through i tunes, used the latest PAC code I have been given ( which had 4 days left to run), put in GiffGaff sim and thought all was sorted. Because I had transported number on Saturday I did not expect to be able to use new number until Monday.
I can use the phone now with GG sim, But my number has not been transported and now I find that my Orange contract and sim (which I have thrown away) is still active and presumably they are going to charge me yet more money and keep charging. Orange have been of absolutely no help, it is making me ill, I cannot cope with being handed from pillar to post with their 'customer service'. Anybody out their offer suggestion?

Guys_Dad

I think you may have the wrong target, I am afraid.

Orange supply the PAC code when requested. Provided that they do this, then it is up to you and the new network to request the transfer. The new network should do this, as long as you instruct them properly.

Now if Orange don't supply the PAC, then you have a valid complaint. If they did, and you didn't use it or let it lapse, not their fault.

PAC Transfer, like Gas, Electric and Land line transfers do take a little time and you need to factor that in. But you should have used the PAC code sooner. Not Orange's fault, from the info you have provided.

grumbler

Guys_Dad wrote: »

...you should have used the PAC code sooner. Not Orange's fault, from the info you have provided.

From the info that the OP provided the PAC had 4 days to run before the expiry. It was not Orange's fault, but if this infromation was correct, then it was giffgaff's serious fault, typical for them and deserving a complaint to Ofcom.

Guys_Dad

grumbler wrote: »

From the info that the OP provided the PAC had 4 days to run before the expiry. It was not Orange's fault, but if this infromation was correct, then it was giffgaff's serious fault, typical for them and deserving a complaint to Ofcom.

It's a little bit deeper than that, Grumbler. I quote "used the latest PAC code I have been given".

Obviously there is an untold story concerning the previous ones. Also, it wouldn't be giffgaff's fault if OP had sat on PAC code for 24 days, for example. :beer:

grumbler

Guys_Dad wrote: »

It's a little bit deeper than that, Grumbler. I quote "used the latest PAC code I have been given". Obviously there is an untold story concerning the previous ones.

Well, there cannot be two PAC codes active simultaneously, so I think all the history is irrelevant.

Also, it wouldn't be giffgaff's fault if OP had sat on PAC code for 24 days, for example.

I don't understand what you mean, sorry. All PACs last for 30 days.

Jon_01

I'm wondering if the OP thinks they can port their number through iTunes as they state 'On Saturday I synced phone numbers through i tunes, managed to unlock the phone through i tunes, used the latest PAC code I have been given'.

Which might be the root of the problem?

T_T_2

I'm a little confused as to how the OP is using the PAC code. Have you actually provided the PAC to giff gaff or just set up a new sim without informing them of the port?

Guys_Dad

grumbler wrote: »

Well, there cannot be two PAC codes active simultaneously, so I think all the history is irrelevant.

I don't understand what you mean, sorry. All PACs last for 30 days.

True. But if I got my PAC code 26 days ago and did nothing till day 26, and day 26 was a Saturday (and we know from a recent thread that PAC transfers don't happen over a weekend) then it is not the receiving network's fault if OP hasn't had his number changed on the Monday morning.

OP wrote "On Saturday I synced phone numbers through i tunes, managed to unlock the phone through i tunes, used the latest PAC code I have been given ( which had 4 days left to run), put in GiffGaff sim and thought all was sorted. Because I had transported number on Saturday I did not expect to be able to use new number until Monday.

If you look here http://help.orange.co.uk/orangeuk/support/personal/369853 It shows from the table that the number won't be available to port till Tuesday.

However, if you look here http://support2.giffgaff.com/app/answers/detail/a_id/96/~/i-want-to-keep-my-existing-number-when-joining-giffgaff... then giffgaff's table is different and the time to port is defined as "Please note, it can take a couple of days once we get a request to port your old number." after you have activated your sim and gone through a couple of hoops.

"Once you've been given a PAC code, click on the following "Keep my number" link below this text providing the below information:

• An alternative contact number (just in case we need to get hold of you)
• The mobile number you want to keep
• PAC code
• Mobile number for new giffgaff SIM card
• SIM serial number for new giffgaff SIM card"

I hope OP has done this.

But why is it not working now? It could all depend upon what OP actually did.

But as I said originally, I can't see that Orange is the right target.

Jon_01

It also strikes me that Giff Gaff might not be the best option for anyone that doesn't have their own pc/internet access, as email and website are the only means of contacting them if there are any problems!

grumbler

@Guys Dad
My understanding is that the recipient network has to start the porting process before the the PAC expires. Even if the porting takes longer then expected and is not completed within 30 day since the PAC was issued, this cannot result in the number being lost.