3 mobile - not ended contract after 30 days notice

ally18

Hi,
I gave 30 days notice on 20th Feb to 3 mobile to end the contract and requested a pac code at the same time.
I didnt use the pac code in the end because I wanted a new number (fed up of nuisance calls). So sim card was destroyed on 21st March and new mobile obtained.
Now today I get a call at work from 3 mobile to say my contract is still active and was not cancelled because I did not use the pac code!
I don't understand this as I gave 30 days notice, the contact was due to expire 12 March.

Is this correct nowadays, that if the pac code is not used, the contract still continues, even if I have given the notice?

grumbler

In practice, a PAC voids a cancellation notice as by getting it you indicate that you don't want to lose your number.
If it expires the contract goes on.
You should have been explained this clearly when getting the PAC. Complain if you are sure that you were not.

Silk

ally18 wrote: »

Hi,
I gave 30 days notice on 20th Feb to 3 mobile to end the contract and requested a pac code at the same time.
I didnt use the pac code in the end because I wanted a new number (fed up of nuisance calls). So sim card was destroyed on 21st March and new mobile obtained.
Now today I get a call at work from 3 mobile to say my contract is still active and was not cancelled because I did not use the pac code!
I don't understand this as I gave 30 days notice, the contact was due to expire 12 March.

Is this correct nowadays, that if the pac code is not used, the contract still continues, even if I have given the notice?

Yes it is the PAC request overrides the request to cancel you are told this when you get the code

ally18

No I was not told that asking for the pac code overrode the cancellation.
I put in notice for the contract and they confirmed it was actioned, told me the date the contract would end and then I asked for the pac code, all in the same telephone call. They said nothing except that the pac code would be valid for 30 days. This is absolutely disgusting!

ally18

grumbler wrote: »

In practice, a PAC voids a cancellation notice as by getting it you indicate that you don't want to lose your number.
.

I don't quite understand this. Surely if you ask for the pac code then it indicates to them that you wish to move to another supplier? That's the whole point isn't it? Keep the number and move it elsewhere. You are not staying with the company.

nidO

ally18 wrote: »

I don't quite understand this. Surely if you ask for the pac code then it indicates to them that you wish to move to another supplier? That's the whole point isn't it? Keep the number and move it elsewhere. You are not staying with the company.

Yes, that's the whole point. Requesting a PAC code is saying "I want to move my service elsewhere".

But then you didn't use the PAC code. Which, using the same logic, is saying "I haven't moved my service elsewhere", and therefore your current service was kept active. This, obviously, is done to prevent accidental loss of service and potential loss of your phone number if you don't get it transferred in the timeframe for any reason.

But, 3 should have told you this.

macman

A PAC is a time limited 'option to cancel'. Fail to use it in 30 days and the contract continues. As pointed it above, asking for the PAC cancelled your giving notice. There is no need to give notice if you want to migrate your number via a PAC: it's one or the other. The incoming provider then informs the outgoing one. Agreed, the agent was clueless, but you failed to carry out the correct procedure.

grumbler

macman wrote: »

...Agreed, the agent was clueless, but you failed to carry out the correct procedure.

As the T&C do say about the notice, but don't say anything about the "correct procedure", a customer can't be held responsible for agents' incompetence and failures.

That said, proving this can be difficult, if not impossible.

ally18

Thank you all for your replies, that is something I will not forget now and it definitely will not happen again!

I managed to get through to 3 this morning and had the contract cancelled immediately. It appears someone else has got hold of the sim card and been making calls on the account. Something else to remember, physically destroy the sim card before you throw it in the bin! Though how it was found by someone I have no idea. :eek:

So annoyed at myself as well. I thought I was good at taking care of financial things.

Silk

grumbler wrote: »

As the T&C do say about the notice, but don't say anything about the "correct procedure", a customer can't be held responsible for agents' incompetence and failures.

That said, proving this can be difficult, if not impossible.

The obligation to advise the customer of continuation is at the point of issue not at point of request.
If it was issued by text, letter or email it has to be included within or at least with a link embedded to the conditions.
If it was verbally given the OP could request a transcript of the call to prove they didn't receive the advice