Appalling customer service and no useful advice

[Ed_Flemming]

I was issued a PAC code by Tesco Mobile (O2 based service) which I used to come to O2. The mobile reception was still bad (I thought my phone was defective initially) so I tried to leave O2 within 14 days. 

I managed to return the handset and have been refunded the upfront cost but I have not been able to be issued a PAC code. This is because the code issued by Tesco Mobile was still valid and couldn't be cancelled. O2 have offered me no useful advice on how to handle this situation.

Over two weekends I have spent a number of hours on the phone being passed back and forth between departments with no success in resolving this. I have tried web-chat but this cannot be resolved this way, PAC code issues require a phone call. Web-chat is unavailable today - 7/10/22 09:30.

I was advised that the code issued by Tesco was valid for O2 as it was a service on the same platform, this turned out to be not true. I was then advised to contact Tesco Mobile and request that the PAC code be cancelled, this is not possible. The code will have to expire before a new one can be issued for my number.

My current situation is that although the handset is returned and the cost refunded I haven't been able to effectively close this account by moving my number by using a PAC code, I am now outside the 14 days and still require to close this account without penalty.

[MI5]

@Ed_Flemming 

You can't get another PAC until 30 days have passed.

O2 should mark your file to be cancelled and noted within 14 days.

Once you use the new PAC your account will close for good.

[Ed_Flemming]

Yes, this is how I understand the situation now. It's a shame that nobody at O2 explained this when I first started talking to them about it. I've no idea if my account is marked, as you mentioned. I don't necessarily mind what the situation is but I would like to speak to somebody who is well informed and can offer qualified advice. 

[madasaf1sh]

@Ed_Flemming 

Then you need to call Customer Services as this is a customer to customer forum. 

You can contact Customer Services on 0344 809 0202 or 202 from an o2 phone...

[MI5]

@Ed_Flemming 

I'll ask @O2Lisa who is the best person placed to check for you.

[O2Lisa]

Morning all, thanks for the tag @MI5.

@Ed_Flemming I’ll message you privately and look in to this for you. 

[Ed_Flemming]

Things haven't improved since my old PAC code expired yesterday.

[Ed_Flemming]

Responded, thanks.

[Ed_Flemming]

And no luck trying it online either. Honestly, I'm sick of this and the number of calls I've made and the hours I've put into this are ridiculous.