Leaving T-mobile. Can't talk to someone

MataNui

sebtomato wrote: »

In term of giving them notice, I have completed the online complaint form, so that they have received the notice in writing at least 30 days before the end of the contract. I will cancel my direct debit once the 12th month is paid.

If I don't get a PAC code before my account is terminated, I will seek compensation from them for losing the number (can go to small claim court).

You have screwed yourself with this bit. You CANT request a PAC AND give 30 days notice to cancel. Requesting a PAC overrides a notice to cancel. Decide what you want then tell them. Either complain and give 30 days notice in the complaint OR complain and request they send you the PAC or you will take it further. Doing both in one email will likely result in neither happening.

They are obliged to give you a PAC immediately over the phone or by text within 2 hours of the request.

sebtomato

MataNui wrote: »

You have screwed yourself with this bit. You CANT request a PAC AND give 30 days notice to cancel.

No, I haven't.

I have a 12 month contract with them which requires me to give 30 days notice to stop, else it will be renewed automatically.

My contract is finishing 1st Nov, so I had to give notice before 1st Oct. If I can't agree with them to extend the contract, I won't be liable for further cost/extension.

PAC is to transfer the phone number, and may or may not be used (valid for 30 days). I can request a PAC, and then not use it if they offer me a better renewed contract for instance, assuming I manage to talk to someone from the retention team within the next 30 days.

If they don't provide a PAC before my contract expires, then the number may be lost, and they will be liable for the consequences of such loss.

Their obligation to provide a PAC code within 2 hours of the request is not relevant if I can't log the request to start with, and it's only possible to request a PAC code talking to someone...

MataNui

You dont seem to have decided what you want. You may indeed get a call from retentions, you may not. But the fact you have given notice THEN requested your PAC means that if you dont use that PAC (or accept an offer from retentions) then your contract will continue. Your request for a PAC has overridden your 30 days notice to cancel. This is how it works. You can read any one of several dozen threads on this forum with people whinging that a contract wasnt cancelled but it turns out they requested a PAC then just couldnt be bothered using it.

The fact that you made a complaint in which you both gave 30 days notice to cancel AND requested a PAC is likely to confuse the hell out of whoever reads it. Trust me. You will likely get your PAC but your 30 days notice to cancel will be ignored and they are 100% entitled to do that.

This is what i meant by the 'screwed yourself' comment. The wording of your complaint has pretty much guaranteed you a fair bit more bother than you needed by contradicting yourself (in their view) as you have requested 2 opposing ways to end your contract.

sebtomato

So I can't give notice and request a PAC code at the same time, given that notice is 30 days, and PAC code is valid for 30 days? Sorry, what you are saying makes no sense.

Text from their online help page: "If you decide to leave EE, you need to request your PAC at the same time you give us notice that you're leaving."

I am requesting the contract not to be extended/automatically renewed, and the mechanism for my number to be transferred out at the same time. How is that confusing or contradicting?

Am I supposed to call to give notice, and then make another call for requesting a PAC code?

I don't care if they ignore the notice or not, and no, they are no entitled to ignore it. I have given them notice in writing, to stop the contract, so they have no ground to collect money after that.
Whether I transfer out my number or not to another provider is my choice, and independent from the contract. I do intend to transfer the number, assuming I get a PAC code. If I don't get a code, then I will go after them for compensation, and will get some significant amount of money.

I doubt I will talk to retention, and want to carry on using a PHONE company I can't even talk to for days... It's not like they have bad customer service, they just have none currently.

simax

sebtomato wrote: »

So I can't give notice and request a PAC code at the same time, given that notice is 30 days, and PAC code is valid for 30 days? Sorry, what you are saying makes no sense.

May make no sense to you but it's true.

sebtomato

simax wrote: »

May make no sense to you but it's true.

Just read their page SLOWLY and then come back here with an informed opinion. The random things you state are not true.

http://ee.co.uk/help/accounts-billing-and-topping-up/sign-up-and-manage-your-account/my-ee-account-help/get-a-pac-code

"If you decide to leave EE, you need to request your PAC at the same time you give us notice that you're leaving."

I have done exactly that through the complaint web form, since I can't talk to them.

visidigi

sebtomato wrote: »

No, I haven't.

I have a 12 month contract with them which requires me to give 30 days notice to stop, else it will be renewed automatically.

My contract is finishing 1st Nov, so I had to give notice before 1st Oct. If I can't agree with them to extend the contract, I won't be liable for further cost/extension.

PAC is to transfer the phone number, and may or may not be used (valid for 30 days). I can request a PAC, and then not use it if they offer me a better renewed contract for instance, assuming I manage to talk to someone from the retention team within the next 30 days.

If they don't provide a PAC before my contract expires, then the number may be lost, and they will be liable for the consequences of such loss.

Their obligation to provide a PAC code within 2 hours of the request is not relevant if I can't log the request to start with, and it's only possible to request a PAC code talking to someone...

Just a detail, your contract does not end on the 1st of Nov, the minimum term of your contract is complete, you do not need to accept the contract for it to continue after the 1st - your complaint/request should be based on when you first tried to dial them - they should be able to see a log of when you called them, despite them not answering your call.

MataNui

sebtomato wrote: »

Just read their page SLOWLY and then come back here with an informed opinion. The random things you state are not true.

http://ee.co.uk/help/accounts-billing-and-topping-up/sign-up-and-manage-your-account/my-ee-account-help/get-a-pac-code

"If you decide to leave EE, you need to request your PAC at the same time you give us notice that you're leaving."

I have done exactly that through the complaint web form, since I can't talk to them.

I am not even bothering arguing with you. You have been told by a couple of us how things work but you choose to ignore it. Requesting a PAC overrides 30 days notice, thats the end of it. Your PAC expires in 30 days. If you dont use it your contract continues. I will wait for a couple of months for your posts about why you are still being billed even though you cancelled.

Also if you get your PAC you will realistically need to use it 5 working days before the 30 days is up. My last transfer in to T-Mobile took 3 working days. Others on here are saying transfers into Vodafone are currently taking longer.

simax

sebtomato wrote: »

Just read their page SLOWLY and then come back here with an informed opinion. The random things you state are not true.

http://ee.co.uk/help/accounts-billing-and-topping-up/sign-up-and-manage-your-account/my-ee-account-help/get-a-pac-code

"If you decide to leave EE, you need to request your PAC at the same time you give us notice that you're leaving."

I have done exactly that through the complaint web form, since I can't talk to them.

Having worked in the mobile industry for 19 years and for the last 10 years am working for one of the networks, I happen to know what I'm talking about, thanks.

sebtomato

simax wrote: »

Having worked in the mobile industry for 19 years and for the last 10 years am working for one of the networks, I happen to know what I'm talking about, thanks.

I guess you must be working for T-mobile or EE then ;-)

So your advice is that I shouldn't follow what EE is asking me to do on their own help page? Hmm...

Either I will use my PAC code and go to another supplier, in which case my notice to t-mobile is correct and then won't bill me after November.

OR

I will have managed to talk to the retention team, they can give me a good deal. My PAC code won't be used and they will carry on billing me on whatever is agreed.

Regardless, they haven't sent me a PAC code, and I have failed to talk to anyone after many attempts and hours of being on hold. So it looks like I will be moving to another provider, and won't be liable to pay T-mobile anything after the 1st Nov., regardless on whether their internal processes are flawed or not. I will stop the direct debit once the 12th month is paid, they will go after me if they try to get further money, I will get compensation at the end...

I can guarantee you 100% that they will end-up paying compensation for that mess, and I won't pay them anything after the 1st Nov. If I lose my phone number, they will also pay compensation for that.

It might take months, but I always win at the end if I am doing the right things and if their customer service and processes are flawed. I got compensation from BT, EDF energy, BA, Inland Revenue etc, so I am not scared of T-mobile.