on 19-12-2023 19:59
Hi all, I'm having an absolute nightmare with O2 when trying to move my old number across to SMARTY. I've transferred this number many times before and never had any issues.
I have been trying since 01/11/2023 to move my number across, the first PAC code did not work, so I called (several times!!) To get a new one, I was told constantly I had to wait a month for a new one to be able to be generated. Eventually I got through to some guy, who managed to cancel my first PAC code and generate a new one on the spot.
The 2nd PAC code did not work. My contract ended on 29th November and O2 have told me, that I have to keep paying my contract until 19th December so that my 2nd PAC code will expire and a new one can be generated. I think this is a total joke as it is but..
It's now the 19th December and I have finally generated a new PAC code, tried to port it across to SMARTY, both with the automated service and via a customer service agent. This PAC code does not work either!! They expect me now to keep waiting until mid-January before I can generate a new code and keep paying my expired contract!
How on Earth can I get someone to look into this properly!? I'm sick of paying and I've had my old number for around 15 years so I refuse to give it up just because O2 won't sort a PAC code that works.
If anyone can give advice on how to escalate this, it would be greatly appreciated as it's driving me insane, it feels like O2 aren't letting me stop paying to keep my own number (I've tried calling multiple times and I've tried messaging on twitter).
Thanks!
on 19-12-2023 20:05
Guide: How to get your PAC [June 2021 Update]
Nothing much we can do here sorry.
Guide: How to find help & contact O2
on 19-12-2023 20:06
on 19-12-2023 20:06
You will need to speak to Smarty as it is them who are not accepting the PAC Code, as all PAC's are done to a industry standard...
What did Smarty aka Three say was the error with the PAC Code (as wouldnt be the first time Three have problems processing PAC codes)...
As once you have that information then call back o2 and as them to check the PAC code there is no support, here from o2
It might also be worth checking myo2 to see what the PAC code is and see if it matches...
Guide: How to get your PAC [June 2021 Update]
on 19-12-2023 20:22
on 19-12-2023 20:22
Just to add to what @madasaf1sh has said, the Three community forum has a substantial number of posts by customers having issues with PAC codes, both customers joining Three and customers leaving them :-
Three Community - Support, Learn and Collaborate
https://community.three.co.uk/
Please keep us informed of developments.