Mobile contracts, PAC & notice period
Discussion
Can anyone help, I think I know the answer but I’ll ask anyway. I’ve been out of contract since Jan with T-mobile / EE on my S3. I’ve been awaiting the new phones and when they came out the prices offered by EE were excessive to say the least. I then went to cancellations to end the contract; I was given 2nd May as the date after I’d been through all the offers that I wasn’t prepared to accept.
Fast forward to today and I call them for my PAC so I can transfer the number only to be told that I need to give 30 days’ notice. Therefore if I want to keep my number (which I’ve had for over 10 years) I must stop the 2nd May cancellation date and give them another 30 days’ notice.
Worse still if I use the PAC number as soon as my new phone arrives I will “leave” EE for O2 but will continue to pay them the contract rate until 30th May. There is some information on their website but as you can’t negotiate / cancel a contract without speaking to someone I didn’t bother with it, it’s probably buried somewhere in the T&C’s.
I’m quite angry about this; it wasn’t made clear when I was speaking to the advisors that this would be the case, I really don’t want to be paying for something I can’t and won’t be able to use. It feels like they are just getting a last few ££’s out of me before I leave as they can’t better a new deal.
I’m going to email them but before I do I was wondering if the collective knowledge of PH could offer some assistance.
Fast forward to today and I call them for my PAC so I can transfer the number only to be told that I need to give 30 days’ notice. Therefore if I want to keep my number (which I’ve had for over 10 years) I must stop the 2nd May cancellation date and give them another 30 days’ notice.
Worse still if I use the PAC number as soon as my new phone arrives I will “leave” EE for O2 but will continue to pay them the contract rate until 30th May. There is some information on their website but as you can’t negotiate / cancel a contract without speaking to someone I didn’t bother with it, it’s probably buried somewhere in the T&C’s.
I’m quite angry about this; it wasn’t made clear when I was speaking to the advisors that this would be the case, I really don’t want to be paying for something I can’t and won’t be able to use. It feels like they are just getting a last few ££’s out of me before I leave as they can’t better a new deal.
I’m going to email them but before I do I was wondering if the collective knowledge of PH could offer some assistance.
I'm sure others will go into more detail, however the mistake you made was cancelling your contract and not simply requesting your PAC.
Once through to cancellations you should listen to the final offers given, if still nothing to your liking you should end with "Then I'd like my PAC code then".
You receive this code which you must use within 30 days to keep your number and transfer to another network and at the same time cease your old contract.
What you've done is initiated the cancellation process, so in 30 days your contract would expire and your number would be added into the pool of numbers that could be reallocated.
They are now telling you that you need to cancel the "cancellation process" (the days between when that started and now are lost) and start the PAC process instead.
I wouldn't have thought you'd have much luck on this one - you've asked to cancel/end your contract and that is what you've done - they couldn't really know that you wanted to keep your number and really just wanted a PAC code.
Once through to cancellations you should listen to the final offers given, if still nothing to your liking you should end with "Then I'd like my PAC code then".
You receive this code which you must use within 30 days to keep your number and transfer to another network and at the same time cease your old contract.
What you've done is initiated the cancellation process, so in 30 days your contract would expire and your number would be added into the pool of numbers that could be reallocated.
They are now telling you that you need to cancel the "cancellation process" (the days between when that started and now are lost) and start the PAC process instead.
I wouldn't have thought you'd have much luck on this one - you've asked to cancel/end your contract and that is what you've done - they couldn't really know that you wanted to keep your number and really just wanted a PAC code.
Stoofa said:
I'm sure others will go into more detail, however the mistake you made was cancelling your contract and not simply requesting your PAC.
Once through to cancellations you should listen to the final offers given, if still nothing to your liking you should end with "Then I'd like my PAC code then".
You receive this code which you must use within 30 days to keep your number and transfer to another network and at the same time cease your old contract.
What you've done is initiated the cancellation process, so in 30 days your contract would expire and your number would be added into the pool of numbers that could be reallocated.
They are now telling you that you need to cancel the "cancellation process" (the days between when that started and now are lost) and start the PAC process instead.
I wouldn't have thought you'd have much luck on this one - you've asked to cancel/end your contract and that is what you've done - they couldn't really know that you wanted to keep your number and really just wanted a PAC code.
You're probably right but a simple "if you want to keep your number you'll need to request a PAC now" or asked if I wanted to keep the number would have done it, after all I brought it to them from O2 P&G years ago. I would imagine that 99% of people moving to a new contract would want to keep their number!Once through to cancellations you should listen to the final offers given, if still nothing to your liking you should end with "Then I'd like my PAC code then".
You receive this code which you must use within 30 days to keep your number and transfer to another network and at the same time cease your old contract.
What you've done is initiated the cancellation process, so in 30 days your contract would expire and your number would be added into the pool of numbers that could be reallocated.
They are now telling you that you need to cancel the "cancellation process" (the days between when that started and now are lost) and start the PAC process instead.
I wouldn't have thought you'd have much luck on this one - you've asked to cancel/end your contract and that is what you've done - they couldn't really know that you wanted to keep your number and really just wanted a PAC code.
yes, youre shafted
if it helps then you must have been stiffed as I have been by the 2 EE price rises over he last 18 months so join in the fun at moneysavingexpert and send them annoying emails asking for compo
http://forums.moneysavingexpert.com/showthread.php...
Tomo1971 said:
Can I ask what network are you thinking of going to?
Just that at the moment, EE is probably the best in the UK... often woefull customer service (but they all are at times) but overall have the best coverage and decent data speeds.
Switched to O2. EE isn't great where I live and can't get 4G yet, 3G doesn't even work in the town centre which can be fustrating, I have to admit I've never had any problems with signal once I'm away from my home town. My switch was motivated more by costs than signal qualityJust that at the moment, EE is probably the best in the UK... often woefull customer service (but they all are at times) but overall have the best coverage and decent data speeds.
By law, they should give you your PAC code without you having to extend your contract for another 30 days. The only problem with this is that they have the right to cancel your contract tomorrow and you cant stop them from doing that so even if they sent you a PAC code today, you wouldnt have enought time before your account is cancelled at 0001 on 2 May so the PAc code becomes useless.
If you have signed up for a new contract with someone else and you are desperate to leave EE, just take it on the chin, use you PAC code immediatley and move on. If you havent signed up with another provider yet, delay doing that and just use them for another 22 days or so then sign up with the new provider and supply the PAC code to them. That way there is only a 7 day period where you are paying 2 providers.
If you have signed up for a new contract with someone else and you are desperate to leave EE, just take it on the chin, use you PAC code immediatley and move on. If you havent signed up with another provider yet, delay doing that and just use them for another 22 days or so then sign up with the new provider and supply the PAC code to them. That way there is only a 7 day period where you are paying 2 providers.
Edited by Eclassy on Thursday 1st May 11:13
Edited by Eclassy on Thursday 1st May 15:38
Eclassy said:
By law, they should give you your PAC code without you having to extend your contract for another 30 days. The only problem with this is that they have the right to cancel your contract tomorrow and you can stop them from doing that so even if they sent you a PAC code today, you wouldnt have enought time before your account is cancelled at 0001 on 2 May so the PAc code becomes useless.
If you have signed up for a new contract with someone else and you are desperate to leave EE, just take it on the chin, use you PAC code immediatley and move on. If you havent signed up with another provider yet, delay doing that and just use them for another 22 days or so then sign up with the new provider and supply the PAC code to them. That way there is only a 7 day period where you are paying 2 providers.
Sorry, Eclassy, can I get you to clarify what you mean?If you have signed up for a new contract with someone else and you are desperate to leave EE, just take it on the chin, use you PAC code immediatley and move on. If you havent signed up with another provider yet, delay doing that and just use them for another 22 days or so then sign up with the new provider and supply the PAC code to them. That way there is only a 7 day period where you are paying 2 providers.
Edited by Eclassy on Thursday 1st May 11:13
He's given them notice and his contract ends in 22 days. If he asks for a PAC code now they can cancel his contract as of midnight. But he could give the PAC code to his new provider today, surely? (And his current provider might just let his contract run for the remaining 22 days anyway.)
I'm a little confused by what the OP has done here.
I switched my GF over from 02 to EE a couple of weeks back and the conversation went like this:
02: You would like to cancel your contract?
Me: Yes please.
02: Okay, would you like to keep your existing number?
Me: Yes please.
02: Okay, here is your PAC code. You need to use it within 30 days and once it has been used your contract will be cancelled. We will then take final payment or refund the outstanding amount.
Me: Okay, thank you.
02: Goodbye.
Job done. OP, are you sure they didn't say you need to use the PAC code within 30 days, not it will 'take' 30 days?
I switched my GF over from 02 to EE a couple of weeks back and the conversation went like this:
02: You would like to cancel your contract?
Me: Yes please.
02: Okay, would you like to keep your existing number?
Me: Yes please.
02: Okay, here is your PAC code. You need to use it within 30 days and once it has been used your contract will be cancelled. We will then take final payment or refund the outstanding amount.
Me: Okay, thank you.
02: Goodbye.
Job done. OP, are you sure they didn't say you need to use the PAC code within 30 days, not it will 'take' 30 days?
The Beaver King said:
I'm a little confused by what the OP has done here.
I switched my GF over from 02 to EE a couple of weeks back and the conversation went like this:
02: You would like to cancel your contract?
Me: Yes please.
02: Okay, would you like to keep your existing number?
Me: Yes please.
02: Okay, here is your PAC code. You need to use it within 30 days and once it has been used your contract will be cancelled. We will then take final payment or refund the outstanding amount.
Me: Okay, thank you.
02: Goodbye.
Job done. OP, are you sure they didn't say you need to use the PAC code within 30 days, not it will 'take' 30 days?
If the converstation had gone like that it wouldn't have been a problem. I cancelled the contract giving them the required 30 days, I didn't ask for a PAC and the options wasn't offered, if they had told me the procedure I would have asked for one! I switched my GF over from 02 to EE a couple of weeks back and the conversation went like this:
02: You would like to cancel your contract?
Me: Yes please.
02: Okay, would you like to keep your existing number?
Me: Yes please.
02: Okay, here is your PAC code. You need to use it within 30 days and once it has been used your contract will be cancelled. We will then take final payment or refund the outstanding amount.
Me: Okay, thank you.
02: Goodbye.
Job done. OP, are you sure they didn't say you need to use the PAC code within 30 days, not it will 'take' 30 days?
I have transfered a number using a PAC nearly 5 years ago but that was from P&G so there wasn't a 30 day period as such.
This morning EE called me asking why I was leaving and explained they couldn't match the offer. I then explained about this problem and was told I should have been informed. The guy told me to write to EE as they "value feedback & are constantly looking to improve their service"!
Bill said:
Sorry, Eclassy, can I get you to clarify what you mean?
He's given them notice and his contract ends in 22 days. If he asks for a PAC code now they can cancel his contract as of midnight. But he could give the PAC code to his new provider today, surely? (And his current provider might just let his contract run for the remaining 22 days anyway.)
He gave them notice 29 days ago.He's given them notice and his contract ends in 22 days. If he asks for a PAC code now they can cancel his contract as of midnight. But he could give the PAC code to his new provider today, surely? (And his current provider might just let his contract run for the remaining 22 days anyway.)
The notice expires tomorrow morning at 0001.
He requested a PAC code today.
The provider is under a legal obligation to provide him with his PAC code.
The provider is under no legal obligation to stop the cancellation from going ahead tonight.
He wont be able to complete the transfer with a PAC code to a different provider by 0001 tomorrow morning.
Provider have told him if he wants to stop the cancellation from going ahead tonight, he will have to give another 30 days notice.
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