PAC Code Refused

[Anonymous]

Hello,

I have an O2 account with 2 mobile phones and both phones are still being paid off.  I would like to switch mobile provider, but continue to pay off my device plans with O2.

It was my understanding that the device plans and the airtime are independent contracts with separate payments and that one can exist without the other.  However when I contacted O2 live chat to get my PAC codes but they refused saying that I must pay off the device plans first.

Is this in keeping with the Ofcom rules?  Can I be refused PAC codes because I am still paying off the devices?

Thanks!

[Cleoriff · Accepted solution]

Hi @Anonymous Information about cancelling contracts in this guide....https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/highlight/true#M56526

If in Refresh the remaining balance on the phones must be paid off

[MI5]

Yes, the device must be paid off and you can keep the airtime running independently, but not the other way around.

[Anonymous]

https://community.o2.co.uk/t5/Discussions-Feedback/A-Guide-To-O2-Refresh/m-p/877701

[Anonymous]

Not according to Ofcom:

"The only reasons why a provider can refuse to give a PAC are:

• the number does not belong to the customer of the losing mobile provider
• the account for that number has been terminated
• the account holder has died
• a PAC has already been issued and is still valid
• the customer has not adequately proved that he or she is the legitimate account holder.

Your provider cannot refuse to issue a PAC if you have any outstanding bills or charges to pay.

These charges should be included in your final bill after the port has taken place. You should then settle them as agreed in your contract."

http://ask.ofcom.org.uk/help/telephone/refuse_PAC

I'm currently at odds with them over Pay As You Go numbers as O2 insist you have to top up first, but that sems to contradict Ofcom's rules as outlined in bold type above.   

[MI5]

It has always been they way for PAYG sims with o2.
I doubt ofcom will rule any differently.

[jonsie]

Good luck with the payandgo issue.....