Orange PAC Code confusion - still billing me-please please help!

grumbler

I don't remember either, but unlike the OP I always wanted to keep my number and didn't need to know all the details (and most likely didn't know the full 'counter-intuitive' procedure until I started reading MSE) .

macman

'Extremist' back again...
Going to the Orange home page and typing 'PAC' into the help and support page Search window brings up this page with one click:
http://help.orange.co.uk/orangeuk/support/personal/369853
You will see that the system is clearly explained, along with the 30 days expiry term:
'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.'
That is hardly 'intensive research' required by the customer?
Your preferred version of consumer protection would presumably result in a situation whereby a shopkeeper selling a customer a box of matches, has to first read him a warning that matches can causes fires and might burn his house down...the consumer must take some responsibility.

Silk

Non of this explains why the OP was given a disconnection date though

doomedmuffin wrote: »

As far as I was concerned, I had called, told them my wish to leave as I was going to another network and when I was told my phone would work until a certain date in September and then be disconnected- i specifically remember saying that was fine as I was going abroad and wouldn't use my phone anyway.
!

jap200

Silk wrote: »

Non of this explains why the OP was given a disconnection date though

Just conjecture, but I suspect I had a similar conversation. I phoned to terminate and was given a date. Only then did I ask about moving my number and was told I needed a PAC code.

During the conversation and explanation it became apparent that you can terminate the contract with or without the PAC code. The account needed to stay active to use the PAC code and use of the code would then terminate the contract.

The alternative was just to terminate the contract and thus to lose your mobile phone number. So basically you are offered a choice, but by accepting a PAC code you effectively forfeit the termination by the other method for the next 30 days unless you specifically ask to go ahead with it.

I managed to complicate things even further for myself by only asking about unlocking the handset after going through the above. I then discovered that it had to be done first.

For someone new to all this who hasn't heard the terms before it can appear to be a little complicated and certainly isn't obvious. You can therefore see how, like me, the OP may have noted down a termination date but then may have moved onto a conversation about PAC codes which ended up negating the termination date. The difference is (apologies to the OP if I have made incorrect assumptions) that I listened, asked questions, made notes and read and retained the letter I was sent.

Guys_Dad

Silk wrote: »

Non of this explains why the OP was given a disconnection date though

As OP has vague recollection of call content, it is possible that OP was given a disconnection date at some point in the conversation either in response to a question such as "what would happen if I use the PAC code on Wednesday" or at a point prior to getting the PAC code following a question such as "If I cancel my contract, when would it end?"

I have asked the latter question before during the last month of a contract. I have also asked for PAC code specifically for the purpose of getting the Retention team to chase me a couple of days later with a tempting offer.

I do accept that the whole cancellation/PAC Code/notice period is a bit of a nightmare with some companies such as T-Mobile being a bit naughty as to cancellation charges.

Silk

jap200 wrote: »

Just conjecture, but I suspect I had a similar conversation. I phoned to terminate and was given a date. Only then did I ask about moving my number and was told I needed a PAC code.

Agree with the conjecture and you raised the issue about moving your number which makes sense that they would give you the details etc.

However it could also have been in the OP's case that they asked to cancel and was given the specific disconnection date. In passing the CS person might have mentioned would you like us to send you a pac code in case you want to keep your number and you will have 30 days to use it.

Which seems to be the case in this instance as the OP phoned to cancel, not obtain a pac code and would therefore have no reason to read the "details" of a letter about using a pac code they had no intention of using.

Without a transcript it's going to be hard to establish the circumstances, but it is reasonable to accept if the OP was given a specific date for the disconnection and a pac code should he choose to use it then it was over and done with.

Judging from the OP's posts he/she certainly seems bright enough to understand a clear statement that "the contract would continue unless the pac code is used" which begs the question whether the statement was given ???

Guys_Dad wrote: »

As OP has vague recollection of call content, it is possible that OP was given a disconnection date at some point in the conversation either in response to a question such as "what would happen if I use the PAC code on Wednesday" or at a point prior to getting the PAC code following a question such as "If I cancel my contract, when would it end?"

Agree the Op has vague recollection, as anyone would 5/6 months later ....However the OP was quite clear of the date as they realised they would be abroad at the disconnection date.

The only way to address the issue is to insist on a transcript of the call as it would be unfair for the OP to be penalised in this way due to lack of clarity from the operative at the time, be it accidental or intentional.

oopsadaisydoddle

I've worked in that department (although admittedly not for a while) and there is a script that they have to follow which includes the relevant details.

Now obviously I cannot guarantee every single agent says it every single time (because I don't listen to the calls) but it is standard practice and there is no reason or disadvantage for an agent to not discuss this.

As PP's have said, a letter is automatically sent by the system when PAC is requested explaining the details.

As for being given a disconnection date in September, I can only assume that this was actually the PAC expiry date NOT the disconnection date. Like I said, the agents have no reason to give false info.

I also do think it's courteous to be given an explanation (as I used to), but if they weren't given one, then the letter explains it anyway.

luci

If you call up and get a PAC 30 days before the minimum term ends, should you use it as soon as possible or just before the end of the 30 days?

I'm assuming if you use it more or less straight away, you will still have to pay the final month of the term and also from the date of transfer with the new provider.

When is the optimum time to use a PAC when you are near the end of your minimum term?

grumbler

luci wrote: »

If you call up and get a PAC 30 days before the minimum term ends, should you use it as soon as possible or just before the end of the 30 days?

Up to you, but don't leave it until the last day. I wouldn't risk giving it to the new provider later than 4-5 days before it expires.

I'm assuming if you use it more or less straight away, you will still have to pay the final month of the termand also from the date of transfer with the new provider.

Yes.

When is the optimum time to use a PAC when you are near the end of your minimum term?

As above.

oopsadaisydoddle

luci wrote: »

If you call up and get a PAC 30 days before the minimum term ends, should you use it as soon as possible or just before the end of the 30 days?

I'm assuming if you use it more or less straight away, you will still have to pay the final month of the term and also from the date of transfer with the new provider.

When is the optimum time to use a PAC when you are near the end of your minimum term?

I would say to use it the day it expires (or the day before to be on the safe side)! Then you will have used what you are obliged to pay for with the old service provider and you will only have 1 or 2 days where you will be being billed by both.