Orange won't give me a PAC code- Help!

moyke

hi there,

i've been trying for 9 days to obtain a PAC code from Orange to no avail.

while i'm being very polite they don't phone me back, say they can only email their 'bak office', not even speaking to the manager helps, say they will call me and text me back but they don't-

Any help very gratefully received- thanks in anti!!!

grumbler

http://eecomplaints.co.uk/make-a-complaint

https://explore.ee.co.uk/regulatory#section-1

1. Complaints code of practice

We want to give all our customers an excellent service :rotfl: but sometimes :rotfl: we might get it wrong. When we do, we want you to know how we can fix it. This booklet gives you information about our complaints handling process. It also includes an explanation of adjudication arrangements which provide a free of charge and independent way of resolving disputes. Read the Complaints code of practice here or download using the link below.

Download complaints code of practice

rejsystems

Networks are required by Ofcom to allow porting of numbers
http://ask.ofcom.org.uk/help/telephone/refuse_PAC
The main reason that it would be withheld is if they are not satisfied you are the account holder (you wouldn't want someone pretending to be you to steal your number)

If you have satisfied the identification standards and they will still not issue a PAC I would suggest saying that you thought that they were required to under Ofcoms guidelines. Have you followed the advice at: http://ee.co.uk/help/accounts-billing-and-topping-up/sign-up-and-manage-your-account/my-ee-account-help/get-a-pac-code

moyke

ORANGE are not actually refusing- they say they will supply the pac code and it will take 24 hours, however after 8 days it still hasn't arrived.

Orange incompetence is so frustrating

rejsystems

Sorry if this is a stupid question but is the phone still switched on with the orange SIM in?
Apparently they send the PAC via text...
"How will I receive my PAC?

We'll send out the PAC by text within two hours. Once you've received your PAC it's up to you to provide the code to your new network. They will then be able to request the number to be transferred."

If that's all good then you can go via Grumblers post RE the complaints procedure or you could try their twitter or facebook pages.

Wammer

I have requested a PAC 3 times from Orange in the past few months and was given it while I was on the phone each time.

grumbler

Don't forget that it's dreadful EE now, not good old Orange.

moyke

yes still switched on- they say every day they have to mail their off-line team- Nothing happens

Never use ORANGE!!!

mobilejunkie

Make a formal complaint to [EMAIL="complaints@everythingeverywhere.co.uk"]complaints@everythingeverywhere.co.uk[/EMAIL], demanding not only the pac code but also any extra charges incurred for extending the contract whilst you wait for it (assuming you have gone past the minimum term). If/when they ignore it, go straight to CISAS after 8 weeks with the same demand AND £50 compensation. They will then cough up immediately (to everything) unless they have sorted it out from original complaint.