Cancelling a contract

[Anonymous]

I have found that O2 has no 4G signal where I live and was recommended by staff at school to go with 'ee'. I am outside my current contract with O2 and therefore I have purchased a new phone and an super contract with 'ee' that offers exceptional 4G signals over my area. I have spent 45 minutes this morning on 'hold' with O2 and over 30 minutes this evening on 'hold' with no reply. I have even tried to speak to an 'online support advisor', but surprise surprise, none were available. Can anyone offer advice before I contact the mobile ombudsman and make an official complaint? 1 hour and 15 minutes on hold is unacceptable regardless of how busy they are!! Phil

[Anonymous · Accepted solution]

Hi

Pac code route http://community.o2.co.uk/t5/Discussions-Feedback/Obtaining-a-PAC-Code-from-the-O2-Network/m-p/54427... if you want to take your number to your new ee contract. (live Chat can give you this code)

Cancel contract http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/high... best option is to ring customer services and not use online live chat http://www.o2.co.uk/contactus

Complaint form http://www.o2.co.uk/how-to-complain/complain

[Bambino]

Unfortunately, O2 Customer Service seems to have been overwhelmed by the new iPhone launch. If and when you do get through, as you're out of contract, all you need is to ask for your PAC. You can give that to EE if you want to keep your number. That will also automatically cancel your O2 contract and you will get a final bill. Don't cancel your Direct Debit until that happens. If you don't want to keep your number, you will need to write to O2 and give 30 days notice. Send the letter by recorded delivery. You can find the address in the Contact Us link. Alternatively, you could try Live Chat to ask for you PAC.

[MI5]

Call 202 then option 2 then 0 on the IVR. You should get through fairly quickly that way.
The Ombudsman won't be interested, btw, until you have reached deadlock with O2 which unfortunately means exhausting the online complaints process first.

[Anonymous]

Hi Band of Brothers

Thanks for your quick reply.

As I have already spent a day trying to contact O2 by phone, should I just write a letter to the address given?

However, I note that 'Roobsterdoo' has come across an issue regarding O2's postal address as it is a PO Box and therefore recorded delivery is pointless as no one can sign for it!

Should I still continue with the letter or go straight to the mobile phone ombudsman?

Phil x

[Anonymous]

Hi

No apparently you can still send a recorded letter to a PO BOX as its still signed for when a person comes to collect it.

http://www.royalmail.com/parcel-despatch-low/uk-delivery/po-box#faq-19350113-19350104

"What if mail has to be signed for?
When you come in to collect your mail, you will find a ‘something for you‘ or ‘fee to pay’ card with your normal mail. If anything has to be signed or paid for you can do this before you leave the delivery office."

I suggest yes writing the letter and phoning.

However if you want to keep your number used on O2 to now use on ee , the PAC when used by ee within 28 days of issue this will cancel your contract.

[Anonymous]

Hi Band of Brothers

You're an absolute star for all the help you've given this evening.

I will write my letter tomorrow (based on your template) and send it recorded delivery.

Thanks so much.

Phil x

[Anonymous]

Hi

You're Welcome.

Credit for the letter Template goes to a member called @davethorp 

I hope all goes well for you.