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?

[MI5]

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@Anonymous wrote:
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.

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Its because you didn't cancel. You asked for the wrong code.

[Anonymous]

Sorry its the code that I can keep my number..I am not very good with technology

[Anonymous]

Hi Louise

please confirm. Did you request a PUK or PAC code as per above.

[a_hcir]

You need to name and shame your new network, a PUK code is all numeric, a PAC isn't, they should have informed you about this immediately. Unbelievably bad customer service from whomever they are!

A PAC number transfer takes less than a working week. If you request a PAC from o2 note you should still be able to transfer your number/cancel your o2 contact.

[MI5 · Accepted solution]

It would appear that either you had the wrong code or the correct code didn't work. This is why your number hasn't moved to your new phone. You only chance now is to speak to O2 and explain the problem. If they can see that you haven't used your old contract since November they may just cancel it off for you but you should call and speak to CS and NOT use live chat.

[davethorp]

If the code had the format xxxnnnnnn where x is letters and n is a number then it was a PAC code. If the wrong code had been given the receiving network really should have picked up on this. Although so should you really when the transfer didn't complete

You are probably going to have to contact both O2 and your receiving network to find out what went wrong and whose fault it was. If it was one of the networks fault, the network at fault should put this right. If it was your fault you may have to meet the bills that have been generated in the meantime, request a new PAC code and port out again

[Anonymous]

Pac code

[MI5]

Follow the advice given above and fingers crossed it can be sorted out for you.

[Anonymous]

Sounds like you may have given your new network the wrong code.

[Anonymous]

Did you not question why your number didn't transfer across?