topic Re: PAC Code Rules not followed by O2. in Discussions & Feedback

PAC Code Rules not followed by O2.

pbh82 — Mon, 14 Sep 2020 17:12:11 GMT

Hi All,

I requested PAC code for 2 PAYG numbers with O2 via SMS service on 65075 which kept failing. Called Customer Services on 4445 on Friday and again on Monday. Both times they said there are 2 options:

1) SMS "PAC" to 65075 but it will fail if you do not have enough credit (in my case zero "0") as this is a chargeable service.

2) Form filled and escalated to a specialist team who will generate PAC code and they will send details via SMS but no time limit is given on the PAC details.

I contacted Ofcom for advice. They confirmed 65075 service is free and PAC code should be generated within 2 hours. If you contact the Customer Services/Retention team, they should generate PAC immediately. Therefore, Ofcom has filed a complaint with my permission as O2 has not followed Ofcom PAC code generation guidelines and rules.

I am sure O2 will blacklist and try to be funny with me in the future but I am not scared as I do not entertain unethical behavior.

Thank You!

Re: PAC Code Rules not followed by O2.

MI5 — Mon, 14 Sep 2020 17:18:44 GMT

@pbh82

Just to let you know that this should be in the feedback section of the forum and it has been flagged to be moved there.

Also, it is free to text but will fail if you have 2 or more numbers combined into one MyO2.

Re: PAC Code Rules not followed by O2.

pbh82 — Mon, 14 Sep 2020 17:49:24 GMT

O2 has had enough time to fix this issue as SMS service should be available to all. Ofcom has straight forward rules.

Additionally, Customer Service should have generated PAC code immediately over the phone. What was the reason they could not?

Anyways, Ofcom has agreed with the breach and they will sort it with O2 regulations department.

Re: PAC Code Rules not followed by O2.

MI5 — Mon, 14 Sep 2020 17:47:36 GMT

No doubt they'll have their excuses already.....