Trouble getting PAC from Orange

scaredofdebt

Hi,

I've been with Orange for ~6 months on PAYG (after 4 years on contract with them) and just moved to EE. It's the same company but I've been told by EE that I need a PAC from Orange to keep my number, which I want as I can actually remember it!

I've rung Orange twice now and they've told me twice now that the PAC will be sent to my mobile but to no avail, nothing has arrived.

Is there another way to get the code? Do I need to speak to a manager or can it be done some other way?

When I talk to them they don't appear to be aware of any problems that should prevent me getting the code.

Thanks for any advice.

mije1983

Ofcom state they should supply you with the PAC within 2 hours.

It must be issued to you immediately over the phone or within two hours by text message.

http://ask.ofcom.org.uk/help/telephone/PAC



Is there a reason why they can't do it immediately when you are on the phone requesting it?

If they can't get it to you, I guess the next step is a letter of complaint.

Maz

mije1983 wrote: »

Ofcom state they should supply you with the PAC within 2 hours.

http://ask.ofcom.org.uk/help/telephone/PAC



Is there a reason why they can't do it immediately when you are on the phone requesting it?

If they can't get it to you, I guess the next step is a letter of complaint.

Quote Ofcom to them and state that if you don't receive the PAC in the time scale as set down by Ofcom, you'll report them. Make sure you makew a note of the name of the person you're speaking to, the time and date of your conversation with them to use as ammo if you need to. This usually focusses their response HTH

scaredofdebt

Thanks, will give that a try.

:T

Maz

scaredofdebt wrote: »

Thanks, will give that a try.

:T

I had a massive run in with Orange a while ago on behalf of a friend, so you'll have to stick to your guns, I got there in the end, you do have to be tenacious with these people sometimes! Good luck!

rach_k

I recently got a PAC code from them and the guy I spoke to was great. I was leaving them because my signal was rubbish so he rushed through everything for me before we got cut off. He did send me a text with the code but also read it to me over the phone so they must have it there in front of them. Have you asked if they can read it out, or have they just said they'll text you and you accepted that? It wasn't long ago that I rang up for it so hopefully they can still read it to you if you ask.

mije1983

rach_k wrote: »

He did send me a text with the code but also read it to me over the phone so they must have it there in front of them.

T-Mobile did this for me as well but I didn't mention it as I wasn't sure if Orange had the same capability.

Obviously now you have confirmed they do so I think the OP really needs to stick to their guns when they phone up and not allow themselves to get fobbed off.

scaredofdebt

I wasn't aware that they could simply read the PAC out to you over the phone or I would have asked for that.

Thanks for the advice.

scaredofdebt

Rang them again just now.

Same spiel, can't give me the PAC there and then as it's not available, I got the name of the member of staff and advised I would report to Offcom unless the PAC is received in 2 hours. It has to go via their "loyalty" team apparently.

I was told it will come by text in 2-6 hours.

No manager/supervisors available to speak to.

They know my phone is faulty and I got one from EE on a contract so not sure why it needs to go through their "loyalty" team.

Started writing my letter to Offcom already.

scaredofdebt

PAC just arrived!

Thanks everyone.

mije1983

scaredofdebt wrote: »

PAC just arrived!

Thanks everyone.

Glad you got it finally! :T