Unable to obtain PAC from Vodafone

James_H

I'm posting this on behalf of my dad. He has a Vodafone contract. Originally it was a business contract held by the company he worked for, but on retirement several years ago, he took on the contract and number on a personal basis. He had has a couple of upgrades since then. His last contract ended its minimum term last year so I have been encouraging him to upgrade or port out to a better deal.

Back on Black Friday, I attempted to help him upgrade with Carphone Warehouse online but it would not go through. There was a date of birth error shown in his online account, but even after fixing that, the CPW upgrade could not be done. He went to a Vodafone store and the DoB was still wrong on their system, so they changed it. CPW upgrades are still not possible.

Oddly, if we try to upgrade online directly with Vodafone, it shows no sim only tariffs available, and no phones available.

Now, we want to get a PAC to go to another network, but this is proving difficult. If he phones Vodafone directly, they refuse to provide a PAC and insist he must go to the original company that arranged the contracts, a business telecoms provider in Norwich (I cannot recall the exact name).

However, when he calls them, they state they cannot help and that he must go back to Vodafone to get the PAC. It has become a vicious circle.

I remember many many years ago when I was with Vodafone and had biller of Singlepoint 4U, I had to go through them to get things done, but I thought that as times had moved on, things could be done directly with Vodafone nowadays.

It seems to be an Ofcom breach to be refusing a PAC. But in this situation, does anyone know who the right people to contact would be to sort this out?

d123

Your problem is made murky by the fact it's a business connection originally, but it shouldn't stop a PAC being issued though if the contract was transferred into his name properly (as a personal account).

Follow the instructions in the Vodafone complaints thread and email their forum rep.

Post the reference the email will generate here and their forum bods should pick up the problem and hopefully help.

d123

If it helps, here's what you need to do:

Vodafone wrote: »

So we can help you further, email us via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it here and we'll check we've received it.

Kind regards,

Lee

Social Media Operations

Vodafone UK

Vodafone

Hi James_H,

So we can help you further, email us via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it here and we'll check we've received it.

Kind regards,

Sukhi

Social Media Operations

Vodafone UK

James_H

Thanks for the replies. I'll complete the form with my dad tomorrow.