Talk Mobile Cut me off - their error

A_Star

Talk Mobile phoned me a few weeks back and offered me an upgrade, I told them I didn't want an upgrade as I didn't want to take a contract again. They said they could change me to a SIM only deal that was slightly cheaper than what I was paying at present but was a one month contract rather than 24 months. I agreed to this, unfortunately I didn't appreciate at the time that this effectively added a month on to the end of my existing contract (they phoned me about 5 weeks before the end of my contract).

I was informed of this when I phoned to get my PAC a week later so I could move to a new company. I explained that I hadn't realised this and as I was within the cooling off period I would like to cancel this 'upgrade' and request my PAC. I was passed back and forward between departments before I had to give up as I'd run out of time (was about 40 minutes in total) so I emailed the next day.

After emailing they agreed to do what I'd requested and said it would take 72 hours. Within 36 hours my phone was no longer working. I emailed them stating this and requesting my PAC, I then emailed again two days later and eventually got through on the phone the day after that (Monday).

The person I spoke to on Monday admitted they had cut me off by mistake and said they would need to reconnect me before they could issue a PAC. He then said this would take 5-10 days, I complained that this wasn't acceptable when it was their error but he was very dismissive and unhelpful.

My questions are, why on earth does it take 5-10 days to be reconnected when they can connect as new customer within 24 hours? (not really relevant but this is baffling me!)
Do they really need to reconnect me before issuing a PAC?
Am I within my rights to refuse payment for the time I have been disconnected?
Finally, is there a risk that my phone number may have been lost by them disconnecting me?

Thank you for you help, sorry it's so long.

Buzby

Yes, phone must be live or a PAC cannot be generated. As to timeframes, who did the number belong to? If not the current network, on cancellation the number is returned to who (which network) originally had it - so if they've to try and get it back, this can add a few days.

A_Star

Buzby wrote: »

Yes, phone must be live or a PAC cannot be generated. As to timeframes, who did the number belong to? If not the current network, on cancellation the number is returned to who (which network) originally had it - so if they've to try and get it back, this can add a few days.

Do you mean the people I was with when I originally got the number? That was BT Genie so could be tricky :sad:

mije1983

A_Star wrote: »

Do you mean the people I was with when I originally got the number? That was BT Genie so could be tricky :sad:

Most probably O2 then.

LazyTyper

I wouldn't worry about the number disappearing at this stage, your current provider have to quarantine it for 6 months before it is 'repatriated'.

I would certainly raise a formal complaint if I were in your position though.