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PAC Code Rules not followed by O2.

pbh82
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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!

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MI5
Level 94: Supreme
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@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.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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pbh82
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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.

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MI5
Level 94: Supreme
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No doubt they'll have their excuses already.....
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 4 of 4
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