They cannot deny you a PAC at anytime.
Call back and correct them on their mistake.
Keeping your number when switching provider is called 'porting' your number.
You’ll need to contact your current provider and request a Porting Authorisation Code (PAC). This is a numerical code that you must then give to your new provider.
A PAC must be provided to you immediately over the phone or within two hours by text. Once you have a PAC, it is valid for 30 days. If it expires, you can request a new one. In some circumstances there may be a charge for porting.
Once you have given your new provider the PAC, they will notify your current provider of the port request, and your number should normally be ported and ready to use with your new services within one business day.
Don't forget that if you’re still in contract with your old provider, you may have to pay early termination charges.
https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switchi...
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.
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