CPW / O2 - PAC Code nightmare!

barrymung

Ooops! Replied to wrong thread!

Mods: Feel free to delete this post!

amf

soolin wrote: »

I've just been given the same runaround and started a new thread (apologies!) but thought it would make more sense to just add my experiences to this existing thread.

My situation is further complicated in that last week when I first tried to get a pAC I caved in and accepted an upgrade..but it never arrived and I'm now being lied to as to where the new handset actually is. I have been told in various conversations today that a) unless I return the new handset in 'time' I will have to keep it, despite no one knowing where the new handset is. b) I can't cancel the upgrade (no reason given) c) I can't have a PAC as I have already gone back onto the system as a new customer so my contract is no longer up. The lies just go on and on and every time I insist on speaking to someone that can help they just hang up. I have been passed back and forth for the past 3+ hours and have now been told that I can try writing in for the PAC but until I have th enew phone in my possession and then return it there is nothing they are obliged to do.

So, am drafting letter to every address I was given (every person gave me a different address and assured me it was the correct one) and will send the Master copy by special delivery.

Which address have others found to be successful?

How terrible soolin:(

My wife wrote on Hogmanay (first class, recorded of course) to the address given by mrizzo in his first post on this thread. She received a call from retentions today saying that they understood that she wanted to cancel and offered something like 50 mins plus 50 texts per month for free. She asked for the offer to be put in writing and received the answer "We don't do it that way". My wife replied that she only deals with such matters in writing and the conversation ended.

Strangely RM's tracking does not show the letter sent on Hogmanay as being delivered as yet.

Bottom line - I'd recommend writing to the Southampton address to request a PAC.

Good luck:)

soolin

I'm paying the extra to send my letter special delivery, guaranteed next day. I don't trust this shower of a company to actually sign for a recorded letter.

I am so cross here that the children have actually slunk away and have left me to it as I am literally boiling with rage at the sheer rudeness and incompetence of the staff. How dare they hang up on me when I ask them a straightforward question.

Steve_xx

I suggest that all of you bombard this guy with emails regarding CPW's malpractice:

[EMAIL="Ed.Richards@ofcom.org.uk"]Ed.Richards@ofcom.org.uk[/EMAIL]

He is the chairman of OFCOM.

soolin

amf, has your wife actually got the PAC code from them or is it still being processed?

amf

No, nothing yet, soolin.

I had intended asking her to call CS a couple of days after receipt to chivvy them about the PAC, reminding them if necessary that they were obliged to supply the PAC within 2 days of receipt of the request. That idea might not work as the RM site does not show the item delivered. I wouldn't put it past this mob to say they hadn't received the request (despite the opening gambit in the call received earlier today).

I've now printed off a further copy of the PAC request which I'm posting and dating tomorrow. If received by 9/1/08 that will be exactly 30 days before the 12 month contract is due to expire. I just feel it best to be able to demonstrate without doubt that the PAC request has been received and I'm hoping that RM will this time log delivery on their website.

Anon

amf wrote: »

Did CPW O2 suggest a minimum time before end of contract to request PAC? My reason for asking is that they will not give info over the phone on the reference to quote and the address to which to write to cancel your contract until 34 days before end of minimum length of contract.

I may be mistaken, but I understood that according to the OFCOM guidelines networks were obliged to provide your PAC at any time you requested it (though of course you are liable for any remaining subscription until the end of the contract if you use it). Therefore not sure how/why they can insist on this. It may be worth one of you currently having problems to phone OfCom (details http://http://www.ofcom.org.uk/complain/mobile/company/porting/?itemid=286222) and discuss it with them - then report back for us (I would, but am not ready to cancel/PAC until later this month). ALso worth a message to o2 as it is potentially damaging their brand?

Anon

Steve_xx

Ofcom's advice:

Problems with your mobile phone - Phone bill, tariff and contract issues

Mobile phone customers have the right to take their mobile phone number with them when they switch from one mobile company to another. All mobile phone companies have agreed to transfer a customer’s number within 5 days of being asked to make the switch

Problems with your mobile phone - Phone bill, tariff and contract issues

To take your number with you when you change companies, make sure you do the following:

1. Phone up the customer services staff at your current mobile phone company and tell them you want to leave for another company.
2. Tell the customer services staff that you want to take your mobile number with you. Then ask them for a Porting Authorisation Code (PAC). This is a reference number which you will need to quote when moving your mobile number from one company to another.
3. Tell your new mobile phone company that you want to use your existing mobile number, then give your new company your Porting Authorisation Code (PAC).

Some mobile phone companies can charge a fee to move your number. This is usually no more than £25.

Problems with your mobile phone - Phone bill, tariff and contract issues

Please remember that if you are still under contract to your old company, you may still be liable for payments under that contract. So, if you want to switch companies - and take your number with you - you may have to pay to get out of your old contract.
If your mobile phone company still refuses to allow you to take your number with you, or if you are experiencing any other problems with moving your mobile number from one company to another, It is likely that the problems you are experiencing are complex.
In cases such as these it is usually best to talk through what has happened with one of our specialist advisers. This will enable us to get as many details from you as possible and give you specific guidance on what you should do next.
Please can you call us on Monday-Friday between 09:00 and 17:00. Our phone number is 020 7981 3040 or 0300 123 3333. If you are deaf or speech-impaired, our textphone number is 020 7981 3043 or 0300 123 2024. Please note that these numbers only work with special equipment used by people who are deaf or hard of hearing. Our fax number is 020 7981 3334. Welsh speakers can call 020 7981 3042 or 0300 123 2023

soolin

I'm sending my letters off special delivery today and when I get back later from work I will contact O2 direct and explain I am having problems and whilst I am happy with O2 I feel that CPW are bringing their brand name into disrepute.

I am also just about to put a note through my neighbours door as they are wonderful and if they see someone try and deliver something to me they will come out and sign for it, so I need them to NOT do that in case CPW find the missing handset and deliver it today.

When (if) this is all over I will also see if O2 will allow me to port into them as a direct sale as I am very happy with O2, it is just CPW that I am beginning to dislike with a passion.

Incidentally for clarification, I am in month 13 of a 12 month contract.

amf

soolin wrote: »

When (if) this is all over I will also see if O2 will allow me to port into them as a direct sale as I am very happy with O2, it is just CPW that I am beginning to dislike with a passion.

I've already googled this issue and it would appear that this can be done. That is what my wife intends doing and we will never touch CPW with the proverbial bargepole again!

I hope that you get sorted:)