topic Re: breach OFCOM regulations regarding PAC in Pay Monthly

breach OFCOM regulations regarding PAC

Anonymous — Tue, 13 Jun 2017 08:55:24 GMT

o2 are refusing to provide me with a PAC until I top up more money, they are REQUIRED to provide one upon request but are holding my number to ransom until I give them £10. I don't know what to do to resolve this

Re: breach OFCOM regulations regarding PAC

MI5 — Tue, 13 Jun 2017 09:00:16 GMT

It is O2's policy to not issue a PAC for a PAYG number until you have topped up at least once.
This is not in breach of any guidelines or rules at all.

Re: breach OFCOM regulations regarding PAC

Anonymous — Tue, 13 Jun 2017 09:09:15 GMT

You mean that isn't in breach of the requirement that

"A PAC must be provided to you immediately over the phone or within two hours by text"

Re: breach OFCOM regulations regarding PAC

MI5 — Tue, 13 Jun 2017 09:19:32 GMT

You don't yet meet the requirements set out in o2's T&C's so you can't just demand a PAC until you do.

Re: breach OFCOM regulations regarding PAC

MercedesS — Tue, 13 Jun 2017 09:27:27 GMT

Hello @Anonymous, I'm MercedesS from the O2 Community team and I just wanted to say Welcome to the O2 Community!

We are sorry to hear about your problem. I have sent you a private message to request more info to be able to help you. Check it when you can

Re: breach OFCOM regulations regarding PAC

adamtemp64 — Tue, 13 Jun 2017 10:43:21 GMT

@Anonymous

Where did you get the sim from in the first place how much have you topped it up in the past and when

Re: breach OFCOM regulations regarding PAC

Anonymous — Tue, 13 Jun 2017 11:23:09 GMT

You can only get a pac straight away with you are on contract but then that generates a final bill.

Re: breach OFCOM regulations regarding PAC

MercedesS — Tue, 13 Jun 2017 15:10:32 GMT

Hello @Anonymous, any PAYG customer can request a PAC without topping up. So please, can you try to contact customer service to request it again?

Re: breach OFCOM regulations regarding PAC

MI5 — Tue, 13 Jun 2017 15:13:38 GMT

@MercedesS wrote:
Hello @Anonymous, any PAYG customer can request a PAC without topping up. So please, can you try to contact customer service to request it again?

Obviously a new rule as it's never been that way before.

Re: breach OFCOM regulations regarding PAC

MercedesS — Tue, 13 Jun 2017 15:21:04 GMT

You are right as always @MI5!

And I forgot to say thank you all for the help @Anonymous, @adamtemp64 and @MI5

Re: breach OFCOM regulations regarding PAC

MI5 — Tue, 13 Jun 2017 15:25:32 GMT

We need to get better at informing each other of changes such as this.
If O2 want us to be part of the front line they need to communicate better so we don't end up looking like fools !

Re: breach OFCOM regulations regarding PAC

adamtemp64 — Tue, 13 Jun 2017 15:33:27 GMT

Thanks for the update @MercedesS as @MI5 says better communication is required.

I guess that know opens the gates on ebay for gold numbers / consecutive numbers to be sold on unactivated sims from the Star trader programme !

Re: breach OFCOM regulations regarding PAC

Anonymous — Tue, 13 Jun 2017 16:41:12 GMT

I had no idea this was a new rule. Has it only come into effect this afternoon

Re: breach OFCOM regulations regarding PAC

MercedesS — Tue, 13 Jun 2017 16:53:28 GMT

We didnt know either till you guys reported it! We keep learning everyday because of you! So thanks again

We just hope that @Anonymous was helped at the end! Because that is why we are here for

Re: breach OFCOM regulations regarding PAC

Curr946 — Wed, 14 Jun 2017 04:44:56 GMT

I think this is a terrible change. If someone gets a pay and go sim, doesn't activate it, then technically the number isn't active.

Time to do what giffgaff does, don't provide the number until the sim is active.

Re: breach OFCOM regulations regarding PAC

Cleoriff — Wed, 14 Jun 2017 07:32:34 GMT

Personally I can see this degenerating into mass confusion!! It's fine informing us of this change. We aren't CS. Have they all been informed? From previous changes I very much doubt it. Every single member of CS including Live Chat should now be aware that a PAC can be given whether you have topped up or not.

Some months ago I suggested (in the ideas section) that customers should be able to get their PAC via MY O2. Although the idea achieved the 'required kudo level' nothing was implemented. I suggest we should look at that idea again @MercedesS

https://community.o2.co.uk/t5/Community-Ideas/Request-PAC-via-My-O2/idi-p/1031844

Re: breach OFCOM regulations regarding PAC

MI5 — Wed, 14 Jun 2017 07:34:00 GMT

Just one of a dozen or so "ideas" that require revisiting imho but O2 have made it abundantly clear that they aren't really interested and are just paying us lip service.

Re: breach OFCOM regulations regarding PAC

Cleoriff — Wed, 14 Jun 2017 08:05:43 GMT

@MI5 wrote:
Just one of a dozen or so "ideas" that require revisiting imho but O2 have made it abundantly clear that they aren't really interested and are just paying us lip service.

If I am going to be totally honest Rich I was 'insulted' that it was given no consideration from management and the one single reason I never posted another idea. I even wrote to one of the admin and was assured it HAD met the criteria and would be discussed and considered. I never heard another damn thing (I know a few of you felt it wouldnt be approved as O2 didnt want people to leave...However this new rule about not needing to top up to get a PAC opens the door for it to be considered,

So many ideas fell by the wayside and in the end I just thought it became a paper exercise and was continued because it looked forward thinking and innovative!

Re: breach OFCOM regulations regarding PAC

MI5 — Wed, 14 Jun 2017 08:29:06 GMT

Yeah, for sure....

Re: breach OFCOM regulations regarding PAC

jonsie — Wed, 14 Jun 2017 08:30:13 GMT

My thoughts too @Cleoriff, it got to the stage where the ideas section was more akin to people trying to justify their jobs.

I now treat all requests for ideas and thoughts with disinterest purely because of the lack of respect by O2 and their apathetic treatment of the time and commitment put in by many members of the community.