trouble cancelling

[Anonymous]

back in November my contract was due to end and I decided I did not want to renew so I went online and after about an hour of 02 trying to get me to have a new contract actually got it that I didn't want to stay with them. I asked for the puk code too so I could keep my number for the new phone I wanted with  a better deal. I received the code and a couple days later contacted the new provider with the puk code. Had a confirmation email. It wasn't until today I received an email telling me my bill was ready. I checked it was for the account I cancelled in November. I went online chat and asked them to deal with it and asked for the chat from the last adviser showing I had cancelled the account and at the same time asking for the code. What a nightmare, they are saying the account wasn't cancelled and is still active. I asked them to check the older advisers conversation which they said they has and when I asked for a copy they would not send it to me. I'm sure these advisers don't know what they are doing because they are saying I have to give another 30 days notice.. Not sure what else to do to get through that the account was ended and should not exsist anymore?

[Anonymous]

Hi.

Classic case of live chat possibly getting things muddled.

Are you using your original number ok on the alternative network ?

I would ring O2 and get help. Don't use live chat.

The contact numbers are in the contact us tab at the bottom of the forum page.

You may need this link if they are unable to assist.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

Help Link http://community.o2.co.uk/t5/Discussions-Feedback/Obtaining-a-PAC-Code-from-the-O2-Network/m-p/54427...

PAC codes are valid for 30 days.

[Anonymous]

Hello Louise and welcome to the community.

Edited due to error. Sorry forgot puk v pac.

Others have provided correct advice. 

Sorry

I

[Anonymous]

Online chat is not recommended on here so please call o2 directly and speak to customer services. Should be straight forward enough.

[MI5]

You can't use a puk to transfer a number - you need a pac. Using a pac will immediately cancel your account so you cannot still been billed. If however you asked for and received a puk, you could still be?

[Bambino]

If the OP was asking for a PUK code they wouldn't be going anywhere. It means 'PIN Unlock Key' and has to do with the sim being locked. They should have been asking for a PAC code.

[Anonymous]

I'm hoping that was a typo error by the op and await their return to clarify.

[davethorp]

PUK code is for if you have entered your sim pin too many times and will allow you to unblock your sim and reset the PIN

PAC code is the code you give to your new network to transfer your number over. Some clarification on what code you have actually been given and tried to use would be handy. That said, the receiving network should have identified right away if you tried to give the a PUK code as it would not be the right format (PUK code is just numbers, PAC is 3 letters and then 6 numbers)

[MI5]

But it would explain why the contract was still active.

[Anonymous]

I done the code to the new provider had confirmation they was dealing with it. This was about two days later. I was told that I would get a bill I'm December this was the 30 days notice time. The number for my new phone is still the new number what it came with so the olds number from the old account hasn't changed over but I can't understand when I ended my contract and then when that was complete I asked for the code.