Real mess with O2 - how to keep my number?

annie1276

Hi all,

First timer in desperate need of some help! To say I’ve got a bit of a mess on my hands with O2 would be an understatement and I really need some help on how to exit my contract and obtain my PAC code.

I had been an O2 customer for 10 years with no problems and upgraded to a new iPhone 8 and new 24 month Refresh contract on 23 May, when my last contract ended. Long story short (because the full story involves 12 phone calls and a lot of rude customer services advisors) - O2 three times failed to deliver the handset on promised dates and then eventually sent me a Samsung handset that should have gone to another customer, who had received my iPhone. O2 initially tried to put me in touch with the other customer to sort out a ‘swap’ but when I refused to do this, they promised a replacement handset by next day delivery. This again didn’t come and I was told I would need to wait another week for another handset to be sent out, so I advised them on 30 May that I wished to cancel the new contract under the 14 day cooling off period. They’ve said I need to return the Samsung handset before they will cancel the contract, which I’ve done today so they should receive it on Monday.

I’ve joined up to Giff Gaff now and want to keep my number - I’ve had it 15 years so it would be a nightmare to change it. I’m a bit unsure what to do next - some of the advice I’m seeing online says you can’t request a PAC code while still under contract, which I technically am; other advice is saying the moment you cancel a contract and close the account, the phone provider isn’t obliged to give you a PAC code. So how do I both end the contract and get the PAC code?!

Thanks in advance for any help anyone can offer.

forgotmyname

Convert to SIM only and then request your PAC?

eDicky

You need a PAC in order to retain and transfer your number. Using the PAC cancels and terminates your service with O2. But if you cancel without using a PAC your number will be lost.

Try to cancel your new contract with O2, as you are doing, under the 14 day cooling off period terms, but reverting to and remaining on your previous contract {which did not 'end', you just completed its minimum term} or converting it to PAYG if possible to avoid the monthly charge.

If you can achieve that, you are then free to request your PAC at any time.

Try to record any conversation or have put in writing any promises by call centre agents to fulfil your requirements, to have something to fall back on if/when they screw it up, good luck.

Anthorn

annie1276 wrote: »

Hi all,

First timer in desperate need of some help! To say I’ve got a bit of a mess on my hands with O2 would be an understatement and I really need some help on how to exit my contract and obtain my PAC code.

I had been an O2 customer for 10 years with no problems and upgraded to a new iPhone 8 and new 24 month Refresh contract on 23 May, when my last contract ended. Long story short (because the full story involves 12 phone calls and a lot of rude customer services advisors) - O2 three times failed to deliver the handset on promised dates and then eventually sent me a Samsung handset that should have gone to another customer, who had received my iPhone. O2 initially tried to put me in touch with the other customer to sort out a ‘swap’ but when I refused to do this, they promised a replacement handset by next day delivery. This again didn’t come and I was told I would need to wait another week for another handset to be sent out, so I advised them on 30 May that I wished to cancel the new contract under the 14 day cooling off period. They’ve said I need to return the Samsung handset before they will cancel the contract, which I’ve done today so they should receive it on Monday.

I’ve joined up to Giff Gaff now and want to keep my number - I’ve had it 15 years so it would be a nightmare to change it. I’m a bit unsure what to do next - some of the advice I’m seeing online says you can’t request a PAC code while still under contract, which I technically am; other advice is saying the moment you cancel a contract and close the account, the phone provider isn’t obliged to give you a PAC code. So how do I both end the contract and get the PAC code?!

Thanks in advance for any help anyone can offer.

Depends how quickly O2 cancel the contract. If it's already cancelled, your number no longer exists and you can't get a PAC to port the number. Conversely you have to get the PAC before you cancel.

Give O2 a ring and request the PAC. They can't refuse to supply the PAC if the contract and the account is active.. Requesting the PAC will automatically cancel the contract so make sure it's cancelled under the cooling off period. Otherwise you could be charged for the duration of the contract.

annie1276

Thanks so much for the replies everyone! So just to be sure - if I can get the PAC code from O2 and give it straight to my new provider, the number transfer will happen even if the contract ends in the meantime? They’ve said they will cancel the contract when the phone is received by them, which should be tomorrow, so I was hoping to obtain the PAC and give it to Giff Gaff today. Many thanks.

Mister_G

Anthorn wrote: »

Depends how quickly O2 cancel the contract. If it's already cancelled, your number no longer exists and you can't get a PAC to port the number. Conversely you have to get the PAC before you cancel.

Give O2 a ring and request the PAC. They can't refuse to supply the PAC if the contract and the account is active.. Requesting the PAC will automatically cancel the contract so make sure it's cancelled under the cooling off period. Otherwise you could be charged for the duration of the contract.

Isn't it using the PAC within 30 days that cancels the contract, not just requesting it?

eDicky

annie1276 wrote: »

if I can get the PAC code from O2 and give it straight to my new provider, the number transfer will happen even if the contract ends in the meantime?

No, if both your original contract and the new one have been cancelled before the use of a PAC, even if the PAC was obtained before those cancellations occurred, that PAC is invalid and your number is lost. A PAC needs to be used while the contract is still active. After a contract is cancelled, as Mr Anthorn says, its too late to get the PAC.

Anthorn wrote: »

Requesting the PAC will automatically cancel the contract

No, the contract will run until the PAC is actually used to port the number to another network, which terminates service by the original provider. If not used, the contract will continue.

But yes, you need to make sure that your new contract is ended under the cooling off period terms, or you will be charged the early termination fee for the whole contract term.

Don't forget that you can't rely on anything you are told by O2 customer services; you are in danger of losing your number, but their incompetence might even work in your favour. As I say, you need to cancel your new contract but retain your old one, so that you still have a number to port.

In general there are two separate ways to end a mobile contract. The first is to give notice of cancellation without requesting a PAC, abandoning your number. The second way is to request a PAC and use it. You should not do both if you want to terminate your contract and keep your number. But you need to use the third way, within the cooling off period for your new contract, but obtaining a PAC and using it while it's still valid.

annie1276

Thanks again everyone. So I’ve spoken to O2 again this morning, this time the recontracts department. They’ve given me the PAC but have told me not to use it yet, because until the handset I returned yesterday is received and processed by them, I’ll be billed for it if I use the PAC in the meantime. I’m not sure what best to do now. They’re saying they won’t cancel the contract automatically on receipt of the handset, I still need to call and cancel and have told me it’s impossible I’ll lose my number as they won’t do anything till I tell them to. However, the service has been awful to date and no one has done as they’ve promised, so I’m quite worried I’ll be cut off and lose the number before I get to use the PAC :eek:

mobilejunkie

Sounds like that's what will happen. Not sure they they need to have the handset back prior to charging either.

annie1276

At the moment my account still shows that I am in receipt of an iPhone 8 which I signed for on Tuesday - except that the parcel didn!!!8217;t contain an iPhone at all - so I!!!8217;m still being charged for a device plan, just not for the Samsung. I!!!8217;m quite tempted to use the PAC now and deal with the fallout if O2 try to charge me for the phone, rather than lose my number.

annie1276

(Sorry, no idea what happened to the punctuation there and no way to edit post!)