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Delays in getting a PAC from Orange?
unklesam
16-08-2011
So after Orange decided to kill my local transmitter they let me out of my contract, I had to return my phone which was no problem, sent it Special Delivery, they got it last Thursday, I want to keep my number but so need a PAC code, even though they admit they have received the phone they are unable to give me a PAC as it hasn't been processed yet and are unable to tell me when but to keep phoning in to check. Have you ever had such issues? I am left in limbo here until this is sorted and they don't seem to worried.
ForestChav
16-08-2011
I'm sure by law they have to give it out within 48 hours or something
notachance
16-08-2011
Originally Posted by ForestChav:
“I'm sure by law they have to give it out within 48 hours or something”

That's correct. In addition, they're not allowed to withold your PAC pending payment of an Early Termination Fee, return of phone etc etc. Basically, by law, they have to give you your PAC within 48 hours of your request regardless of where you are in your contract and THEN sort out any issues such as ETF's or handset returns.
unklesam
16-08-2011
Right phoned Orange and ran that past them, they said yep we can give you a PAC but one of the terms of this return was we have to receive the handset and scan it close the account etc then we issue the PAC.

So don't know what to make of that.
MGS4SnakeRulez
16-08-2011
Tell them you'll be taking it further if they don't give you your PAC. As said its the law they have to issue it.
prking
17-08-2011
Originally Posted by MGS4SnakeRulez:
“Tell them you'll be taking it further if they don't give you your PAC. As said its the law they have to issue it.”

Is it 'the law'? Or is it what the regulations say? And do they cover the situation where both parties are being returned to the position they were in before the contract was made? (ie a matter of negotiation)
prking
17-08-2011
Originally Posted by ForestChav:
“I'm sure by law they have to give it out within 48 hours or something”

http://media.ofcom.org.uk/2010/07/08...for-consumers/

See the above for a summary of the regulations, its not 48 hours. You can also download a pdf from the Ofcom site giving details of the MNP process, regulations and when they apply.
plymouthbloke1974
17-08-2011
Originally Posted by unklesam:
“Right phoned Orange and ran that past them, they said yep we can give you a PAC but one of the terms of this return was we have to receive the handset and scan it close the account etc then we issue the PAC.

So don't know what to make of that.”

You can request the PAC at any time and has to be issued within 2 hours, the only provision that would prevent a PAC being issued is if you are in arrears.

If you port-out before the handset is scanned back in (normally takes 7 days from the day after you send it back) then ETF's get applied to the account. That's when it gets messy. For the sake of saving yourself a load of grief, I'd personally hang on a day or two.
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