Orange - So called Modern Network cant give PAC code over the phone!

Steve™ · 07-05-2010, 22:27

Decided to port out from Orange on one of my handsets.

Called today, fully expecting to be given a PAC code over the phone, but apparently thats not their procedure.

So, instead, I have to wait for x number of days for the letter to be produced and then x number of days for it to arrive and then 2 days for the porting procedure.

Considering OFCOMS ruling on porting times etc, seems like Orange just want to delay as much as possible a customers leaving date.

Shocking customer service

- Glad I am leaving

zantarous · 08-05-2010, 00:12

Getting a PAC can be a battle from some of the networks and some of the operators that you speak to take it very personally that you would want to leave. T mobile have been the only ones that have given me a PAC there and then. o2 sent mine by text.

What is really funny is now days they want to push you to use a selfservice page on the web for everything but if you want your PAC you have to phone up for it. I think next time I get hassle I will be complaining to OFCOM.

Steve™ · 08-05-2010, 00:20

Quote:

Originally Posted by zantarous

Getting a PAC can be a battle from some of the networks and some of the operators that you speak to take it very personally that you would want to leave. T mobile have been the only ones that have given me a PAC there and then. o2 sent mine by text.

What is really funny is now days they want to push you to use a selfservice page on the web for everything but if you want your PAC you have to phone up for it. I think next time I get hassle I will be complaining to OFCOM.

I agree.

Thankfully its probably going to change later this year with porting completed within 1 working day of request:

http://www.ofcom.org.uk/consult/condocs/mnp/main/

tomorrow · 08-05-2010, 00:27

At least you CAN port out your number ...

I had to give up my number i had with BT unless I went with vodafon and (?) ...

Steve™ · 08-05-2010, 00:38

Quote:

Originally Posted by tomorrow

At least you CAN port out your number ...

I had to give up my number i had with BT unless I went with vodafon and (?) ...

....O2 by any chance

So when you say number you had with BT do you mean Cellnet or something?

agentz · 08-05-2010, 01:00

I'm not entirely convinced that it's a case of "can't" and more a case of "wont". My feeling is that the networks faff around when you request a PAC , tell you that they need to send you a letter etc so that it gives their retention team a chance to do their thing and try and sell you a new contract or device or whatever. If requests for a PAC are dealt with too quickly then they potentially lose out on revenue.

I had this last year when I asked for a PAC from Vodafone. Several different versions of what would happen - you'll get a text with the PAC in the next hour. It never arrived. You'll get a letter in the next three days - never arrived. Eventually flipped at them and the person I spoke to said "oh I can give you one right now, I don't know why the other two people you spoke to never did that, here, have your PAC" and then texted it to me as confirmation.

tomorrow · 08-05-2010, 07:32

Quote:

Originally Posted by Steve™

....O2 by any chance

So when you say number you had with BT do you mean Cellnet or something?

Nope ... I had a BT Anywhere mobile phone

077177 .... numbers are apparently analogue and cannot be ported out ...

I am not happy as it was a number
a) everyone already had in their phones for me and
b) even I could remember it

Nothing I can do about it - not happy with BT at all (glad I left)

Knighton · 08-05-2010, 12:10

Networks don't have to give a PAC over the phone, all the law states is they can't deny you it. By calling Orange and them subsequently starting the wheel in motion and getting it out to you by post they are complying with the law, although I agree it's an antiquated system when the other networks can do it over the phone and yeah it's probably to retain people who make snap decisions.

Steve™ · 08-05-2010, 12:22

Quote:

Originally Posted by tomorrow

Nope ... I had a BT Anywhere mobile phone

077177 .... numbers are apparently analogue and cannot be ported out ...

I am not happy as it was a number
a) everyone already had in their phones for me and
b) even I could remember it

Nothing I can do about it - not happy with BT at all (glad I left)

BT are just as [un]accomodating when it comes to allowing customers to port out their[voip] bt broadband talk number

I mean WTF...you have a number for 3 years...pay for a local geographic voip number and then get told you cant keep it.

BT = Big Tossers.....

wod1 · 19-10-2010, 15:18

just called earlier for my pac code and got the usual why you transferring etc i thought the we have some deals going blah blah when i had already said i had got a phone already with another network lol.

anyway how come orange send through the post i never knew they did and thought it would be sent by txt as its the first time i have done this.

it seems a lot of messing about as when i transfered internet providers this was simple unlike this waiting for a letter to come with a code.

its only a pay as you go number so orange wont be losing out that much but everyone has this number so its wise to keep it.

dangetti · 19-10-2010, 20:21

Vodafone also post the PAC code. In fact if you dont want to keep your number and want to just cancel they need it in writing too!

purplegoldfish · 19-10-2010, 23:20

I used to work for Orange Retentions - the people you speak to when you request a PAC. The PAC code is shown to the operator there and then, but it is company policy that the customer only becomes aware when they receive the letter (used to also be sent via text at the time of the call).

I believe that this is done so that if the customer is intent on leaving ( usually when they call through they'd be in a phoneshop ready to sign with another network, however if the customer is not willing to change their number usually they can't sign for the deal - thus giving Orange Outbound Retentions to call the customer sometime between the time of the call and the time of the letter arriving.

All in all I think Ofcom should make the process much easier and make it standard that the PAC be sent via text... it worth remembering though that Orange is not alone in doing this, pretty much all networks do the same thing.

clonmult · 20-10-2010, 07:17

Quote:

Originally Posted by tomorrow

Nope ... I had a BT Anywhere mobile phone

077177 .... numbers are apparently analogue and cannot be ported out ...

I am not happy as it was a number
a) everyone already had in their phones for me and
b) even I could remember it

Nothing I can do about it - not happy with BT at all (glad I left)

Its an 07 prefix, therefore its viewed as being a mobile number. Its just a case of BT being awkward. I'll be rid of them pretty soon ....

toyotacity · 20-10-2010, 08:37

I called for mine on Friday, received it Monday morning along with my bill

Called retentions, no attempt whatsoever to keep me, I wasn't even after a deal

Just fed up of Orange data and 3g being up and down like a whore's drawers, days with no 3g, data not working despite full 3g

Oranges response "well yeah the data has been a bit crap lately"

156418 · 20-10-2010, 09:22

Quote:

Originally Posted by toyotacity

Called retentions, no attempt whatsoever to keep me

Sounds Good. I had to listen to a 20 minute sales pitch with Three retentions yesterday where I was offered almost every deal and plan they have before finally getting them give me the PAC

mab2000 · 20-10-2010, 09:34

I've requested a PAC code from orange twice in the past. The first time, about 4 years ago, they sent it to me by post. The second time, last christmas, they told me it over the phone and sent it via text with no hassle without me asking for them to give it to me straight away.

wod1 · 20-10-2010, 11:54

What happens with pay as you go, is it the same process as contract?

The person I spoke to yesterday didn't say much and I would get in two days

neil402003 · 20-10-2010, 20:44

I was impressed with vodafone.I phoned up the other night to ask for my PAC .I spoke to a British agent for a starter which is unusual these days.I got my code immediately and was also texted at the same time.Pity vodafone are one of the least value for money networks- I might have stayed!.
Neil

prking · 21-10-2010, 07:15

Quote:

Originally Posted by clonmult

Its an 07 prefix, therefore its viewed as being a mobile number. Its just a case of BT being awkward. I'll be rid of them pretty soon ....

There are numbers other than mobile numbers in the 07 range.

plymouthbloke1974 · 21-10-2010, 08:49

Quote:

Originally Posted by prking

There are numbers other than mobile numbers in the 07 range.

However, 077177xxxxx belongs to Vodafone, BT being the MVNO. Definately should be able to port this out.

ih8mondays · 21-10-2010, 23:41

Quote:

Originally Posted by 156418

Sounds Good. I had to listen to a 20 minute sales pitch with Three retentions yesterday where I was offered almost every deal and plan they have before finally getting them give me the PAC

you did bad.

I got my three PAC code within 12 minutes.

Although they did call me 5 times the next working day...

digimon900 · 22-10-2010, 06:24

How does this PAC thing work? Is it to transfer your number to another network? Here We just sign up to a new network and tell them we have a number we already wish to use, the new network confirms that you have a right to the number by calling or seeing a bill, and then you instantly get the new phone with your existing number. I love the fact that here home and mobile use the same numbers and area codes so you can take your home number to a mobile and vice versa...

ThePhenom · 22-10-2010, 08:10

They still do this?! Glad I saw the back of them years ago. Useless bunch of primates.

prking · 22-10-2010, 08:52

Quote:

Originally Posted by plymouthbloke1974

However, 077177xxxxx belongs to Vodafone, BT being the MVNO. Definately should be able to port this out.

I was merely correcting clonmult who said that all 07 numbers were 'classed' as mobile. Which, of course, they aren't. I didn't make any reference to BT's number range.

Though as you mention it there have been occasional instances in the past of numbers being lost when ranges were 'abandoned' for some reason. (eg. When the provider is no longer there to route the calls)

plymouthbloke1974 · 22-10-2010, 09:25

Quote:

Originally Posted by ThePhenom

They still do this?! Glad I saw the back of them years ago. Useless bunch of primates.

Your point?

07-05-2010, 22:27	#1
Steve™ Forum Member Join Date: Jan 2007 Location: Glos / Hereford[shire] Posts: 6,709	Orange - So called Modern Network cant give PAC code over the phone! Decided to port out from Orange on one of my handsets. Called today, fully expecting to be given a PAC code over the phone, but apparently thats not their procedure. So, instead, I have to wait for x number of days for the letter to be produced and then x number of days for it to arrive and then 2 days for the porting procedure. Considering OFCOMS ruling on porting times etc, seems like Orange just want to delay as much as possible a customers leaving date. Shocking customer service - Glad I am leaving

08-05-2010, 00:12	#2
zantarous Forum Member Join Date: Jan 2003 Location: Ealing, London Posts: 2,140	Getting a PAC can be a battle from some of the networks and some of the operators that you speak to take it very personally that you would want to leave. T mobile have been the only ones that have given me a PAC there and then. o2 sent mine by text. What is really funny is now days they want to push you to use a selfservice page on the web for everything but if you want your PAC you have to phone up for it. I think next time I get hassle I will be complaining to OFCOM.

08-05-2010, 00:20	#3
Steve™ Forum Member Join Date: Jan 2007 Location: Glos / Hereford[shire] Posts: 6,709	Quote: Originally Posted by zantarous Getting a PAC can be a battle from some of the networks and some of the operators that you speak to take it very personally that you would want to leave. T mobile have been the only ones that have given me a PAC there and then. o2 sent mine by text. What is really funny is now days they want to push you to use a selfservice page on the web for everything but if you want your PAC you have to phone up for it. I think next time I get hassle I will be complaining to OFCOM. I agree. Thankfully its probably going to change later this year with porting completed within 1 working day of request: http://www.ofcom.org.uk/consult/condocs/mnp/main/

08-05-2010, 00:27	#4
tomorrow Forum Member Join Date: Sep 2004 Location: WHATM - RIP BB Posts: 31,478	At least you CAN port out your number ... I had to give up my number i had with BT unless I went with vodafon and (?) ...

08-05-2010, 00:38	#5
Steve™ Forum Member Join Date: Jan 2007 Location: Glos / Hereford[shire] Posts: 6,709	Quote: Originally Posted by tomorrow At least you CAN port out your number ... I had to give up my number i had with BT unless I went with vodafon and (?) ... ....O2 by any chance So when you say number you had with BT do you mean Cellnet or something?

08-05-2010, 01:00	#6
agentz Forum Member Join Date: Mar 2001 Location: Scotland Posts: 2,292	I'm not entirely convinced that it's a case of "can't" and more a case of "wont". My feeling is that the networks faff around when you request a PAC , tell you that they need to send you a letter etc so that it gives their retention team a chance to do their thing and try and sell you a new contract or device or whatever. If requests for a PAC are dealt with too quickly then they potentially lose out on revenue. I had this last year when I asked for a PAC from Vodafone. Several different versions of what would happen - you'll get a text with the PAC in the next hour. It never arrived. You'll get a letter in the next three days - never arrived. Eventually flipped at them and the person I spoke to said "oh I can give you one right now, I don't know why the other two people you spoke to never did that, here, have your PAC" and then texted it to me as confirmation.

08-05-2010, 07:32	#7
tomorrow Forum Member Join Date: Sep 2004 Location: WHATM - RIP BB Posts: 31,478	Quote: Originally Posted by Steve™ ....O2 by any chance So when you say number you had with BT do you mean Cellnet or something? Nope ... I had a BT Anywhere mobile phone 077177 .... numbers are apparently analogue and cannot be ported out ... I am not happy as it was a number a) everyone already had in their phones for me and b) even I could remember it Nothing I can do about it - not happy with BT at all (glad I left)

08-05-2010, 12:10	#8
Knighton Inactive Member Join Date: Oct 2009 Location: Space Posts: 634	Networks don't have to give a PAC over the phone, all the law states is they can't deny you it. By calling Orange and them subsequently starting the wheel in motion and getting it out to you by post they are complying with the law, although I agree it's an antiquated system when the other networks can do it over the phone and yeah it's probably to retain people who make snap decisions.

08-05-2010, 12:22	#9
Steve™ Forum Member Join Date: Jan 2007 Location: Glos / Hereford[shire] Posts: 6,709	Quote: Originally Posted by tomorrow Nope ... I had a BT Anywhere mobile phone 077177 .... numbers are apparently analogue and cannot be ported out ... I am not happy as it was a number a) everyone already had in their phones for me and b) even I could remember it Nothing I can do about it - not happy with BT at all (glad I left) BT are just as [un]accomodating when it comes to allowing customers to port out their[voip] bt broadband talk number I mean WTF...you have a number for 3 years...pay for a local geographic voip number and then get told you cant keep it. BT = Big Tossers.....

19-10-2010, 15:18	#10
wod1 Forum Member Join Date: Sep 2001 Location: west yorkshire Posts: 6,082	just called earlier for my pac code and got the usual why you transferring etc i thought the we have some deals going blah blah when i had already said i had got a phone already with another network lol. anyway how come orange send through the post i never knew they did and thought it would be sent by txt as its the first time i have done this. it seems a lot of messing about as when i transfered internet providers this was simple unlike this waiting for a letter to come with a code. its only a pay as you go number so orange wont be losing out that much but everyone has this number so its wise to keep it.

19-10-2010, 20:21	#11
dangetti Forum Member Join Date: Apr 2008 Posts: 289	Vodafone also post the PAC code. In fact if you dont want to keep your number and want to just cancel they need it in writing too!

19-10-2010, 23:20	#12
purplegoldfish Forum Member Join Date: Sep 2010 Posts: 298	I used to work for Orange Retentions - the people you speak to when you request a PAC. The PAC code is shown to the operator there and then, but it is company policy that the customer only becomes aware when they receive the letter (used to also be sent via text at the time of the call). I believe that this is done so that if the customer is intent on leaving ( usually when they call through they'd be in a phoneshop ready to sign with another network, however if the customer is not willing to change their number usually they can't sign for the deal - thus giving Orange Outbound Retentions to call the customer sometime between the time of the call and the time of the letter arriving. All in all I think Ofcom should make the process much easier and make it standard that the PAC be sent via text... it worth remembering though that Orange is not alone in doing this, pretty much all networks do the same thing.

20-10-2010, 07:17	#13
clonmult Forum Member Join Date: Oct 2005 Location: UK Posts: 3,291	Quote: Originally Posted by tomorrow Nope ... I had a BT Anywhere mobile phone 077177 .... numbers are apparently analogue and cannot be ported out ... I am not happy as it was a number a) everyone already had in their phones for me and b) even I could remember it Nothing I can do about it - not happy with BT at all (glad I left) Its an 07 prefix, therefore its viewed as being a mobile number. Its just a case of BT being awkward. I'll be rid of them pretty soon ....

20-10-2010, 08:37	#14
toyotacity Forum Member Join Date: Aug 2010 Posts: 730	I called for mine on Friday, received it Monday morning along with my bill Called retentions, no attempt whatsoever to keep me, I wasn't even after a deal Just fed up of Orange data and 3g being up and down like a whore's drawers, days with no 3g, data not working despite full 3g Oranges response "well yeah the data has been a bit crap lately"

20-10-2010, 09:22	#15
156418 Forum Member Join Date: Nov 2005 Posts: 1,467	Quote: Originally Posted by toyotacity Called retentions, no attempt whatsoever to keep me Sounds Good. I had to listen to a 20 minute sales pitch with Three retentions yesterday where I was offered almost every deal and plan they have before finally getting them give me the PAC

20-10-2010, 09:34	#16
mab2000 Forum Member Join Date: Feb 2009 Posts: 279	I've requested a PAC code from orange twice in the past. The first time, about 4 years ago, they sent it to me by post. The second time, last christmas, they told me it over the phone and sent it via text with no hassle without me asking for them to give it to me straight away.

20-10-2010, 11:54	#17
wod1 Forum Member Join Date: Sep 2001 Location: west yorkshire Posts: 6,082	What happens with pay as you go, is it the same process as contract? The person I spoke to yesterday didn't say much and I would get in two days

20-10-2010, 20:44	#18
neil402003 Forum Member Join Date: Oct 2010 Posts: 149	I was impressed with vodafone.I phoned up the other night to ask for my PAC .I spoke to a British agent for a starter which is unusual these days.I got my code immediately and was also texted at the same time.Pity vodafone are one of the least value for money networks- I might have stayed!. Neil

21-10-2010, 07:15	#19
prking Forum Member Join Date: Sep 2002 Location: Weston-super-Mare Posts: 9,167	Quote: Originally Posted by clonmult Its an 07 prefix, therefore its viewed as being a mobile number. Its just a case of BT being awkward. I'll be rid of them pretty soon .... There are numbers other than mobile numbers in the 07 range.

21-10-2010, 08:49	#20
plymouthbloke1974 Forum Member Join Date: Aug 2001 Location: Destination: Hard Brexit Posts: 6,368	Quote: Originally Posted by prking There are numbers other than mobile numbers in the 07 range. However, 077177xxxxx belongs to Vodafone, BT being the MVNO. Definately should be able to port this out.

21-10-2010, 23:41	#21
ih8mondays Forum Member Join Date: Sep 2006 Posts: 1,114	Quote: Originally Posted by 156418 Sounds Good. I had to listen to a 20 minute sales pitch with Three retentions yesterday where I was offered almost every deal and plan they have before finally getting them give me the PAC you did bad. I got my three PAC code within 12 minutes. Although they did call me 5 times the next working day...

DS Forums

Orange - So called Modern Network cant give PAC code over the phone!

22-10-2010, 06:24	#22
digimon900 Forum Member Join Date: Jul 2003 Location: Pennsylvania USA Posts: 3,830	How does this PAC thing work? Is it to transfer your number to another network? Here We just sign up to a new network and tell them we have a number we already wish to use, the new network confirms that you have a right to the number by calling or seeing a bill, and then you instantly get the new phone with your existing number. I love the fact that here home and mobile use the same numbers and area codes so you can take your home number to a mobile and vice versa...

22-10-2010, 08:10	#23
ThePhenom Forum Member Join Date: May 2009 Posts: 1,262	They still do this?! Glad I saw the back of them years ago. Useless bunch of primates.

22-10-2010, 08:52	#24
prking Forum Member Join Date: Sep 2002 Location: Weston-super-Mare Posts: 9,167	Quote: Originally Posted by plymouthbloke1974 However, 077177xxxxx belongs to Vodafone, BT being the MVNO. Definately should be able to port this out. I was merely correcting clonmult who said that all 07 numbers were 'classed' as mobile. Which, of course, they aren't. I didn't make any reference to BT's number range. Though as you mention it there have been occasional instances in the past of numbers being lost when ranges were 'abandoned' for some reason. (eg. When the provider is no longer there to route the calls)

22-10-2010, 09:25	#25
plymouthbloke1974 Forum Member Join Date: Aug 2001 Location: Destination: Hard Brexit Posts: 6,368	Quote: Originally Posted by ThePhenom They still do this?! Glad I saw the back of them years ago. Useless bunch of primates. Your point?