Struggling to get PAC code from O2 – anyone know how to speak to someone in the UK?

[simonv74]

I’ve been trying (and failing) to get my PAC code from O2, and the whole process has been a complete shambles. Here's what's happened so far:

1. I texted 65075 to request the PAC code, but got a reply saying I need to call 202 as there are two numbers on the account.

2. Called 202, but got stuck as it asked for letter 14 of the street I first lived on – the street name only ever had 12 letters. So I had to reset my security details.

3. When getting through, I then have to confirm letters of security question. So what's the point of asking for them in the first place?

4. Got transferred to retentions, where I spent 30+ minutes speaking to someone who barely understood me and kept pushing deals I didn’t want. Eventually hung up.

5. Tried again – new person said the codes had been sent, but nothing arrived (not on either number). Wouldn’t give them over the phone and said they’d be emailed. Still nothing received.

6. Tried live chat, got told I’d be transferred – then the chat just went dead. Can’t send any more messages on it.

7. Logged a complaint and notified Ofcom.

8. Still no response 5 days later from the email I sent to resolutionsteamo2@virginmediao2.co.uk.

I just want my PAC code and to move on, but I can’t get anywhere. Is there a way to actually speak to someone in the UK who can help? The 202 staff are totally useless.

[gmarkj · Accepted solution]

Just tried this, and it works (albeit only with 1 number in my account...)

Log into the My o2 app

Click on Support

Click on Manage your account

Click on Manage my personal details (wait for the page to load)

Scroll right down to the bottom and click on Request your code (under Thinking of leaving o2?)

It then goes through the SMS security process (a warning message then a code)

There are then options to get a PAC or a STAC (keep or terminate your o2 number).

If that doesn't help @simonv74 , you can try messaging o2 on social media - they tend to have a higher resolution rate than calling customer services.

Links to all of the platforms are in the guide below:

Guide: How to find help & contact O2 

[Enlli]

The Socal Media Team are UK based.

All the ways to contact O2, including the Social Media Links are in this help file

Guide: How to find help & contact O2 

OFCOM don't not deal with individual complaints and official complaints through O2 are taking about 8 weeks

https://www.o2.co.uk/how-to-complain

[simonv74]

Tried that too, the website is about as much use as 202.

https://mymobile.o2.co.uk/ofcom just diverts to https://accounts.o2.co.uk/manage?sendTo=https://mymobile.o2.co.uk/ofcom

[simonv74]

I'm not on social media.

Why can't I just talk to someone who'll just give me the PAC codes I need?

[gmarkj]

---

@simonv74 wrote:

Tried that too, the website is about as much use as 202.

https://mymobile.o2.co.uk/ofcom just diverts to https://accounts.o2.co.uk/manage?sendTo=https://mymobile.o2.co.uk/ofcom

---

Have you tried the app @simonv74 ?

I was on the android version and i got to the correct place.

[simonv74]

Thanks, this worked.

If only someone at 202 knew this.

If O2 would have sent me the codes, all of this could have been avoided! Also, if you could request codes via the website, then I wouldn't have had all my time wasted either.

Thanks again, I'm now in the process of leaving Virgin Media (yuck!) O2.

[gmarkj]

Please you got there in the end @simonv74 

I've just looked online, and following roughly the same steps you can find the same page.

Log into your My o2.

Click on the My o2 link (you get a menu pop up)

Click on My details

Scroll down and there is a button for "Request your code"

You get the security SMS stuff and then you can either ask for a PAC or STAC code.

[jonsie]

Glad you got a response in the end @simonv74