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PAC request

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3: Seeker Silver
Tried Live Chat 27th Feb to get a PAC was transferred to cancellations and waited a hour until just after 8pm to then be told no one was available.

Called 191 today who said they can't issue a PAC ?

It is a 30 day contract that expires today 1st March ?

Is there a number I can call to speak to ON SHORE disconnections rather than 191 handing me to any old joe bloggs anywhere in the world?


Thanks Smiley Happy
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17: Community Champion

@Jayhey

 

Who are you wanting to move your pay monthly mobile number to ? This is the board you've posted in.

 

 Is it plusnet mobile. 

 

 

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20 REPLIES
17: Community Champion

Hi @Jayhey

 

 

 

From Ofcom > Here

 

"Your provider cannot refuse to issue a PAC if you have any outstanding bills or charges to pay."

 

From Ofcom > Here.

 

"PACs have to be issued immediately over the phone or within a maximum of two hours by text message."

 

Please re contact 191 Customer service on a weekday between 8am and 6pm as imo all the departments will be fully manned at those times, and if required quote from Ofcom. 

 

You can try asking for a uk callcentre but all the call centres should be able to assist you. 

 

I think the agent you spoke to didn't properly understand. 

 

 

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3: Seeker Silver
Thanks BoB

I am aware of such, just came here to publicly post such and let Vodafone staff know such is happening.

Vodafone are telling me the retailer has to issue the PAC - advisor even spoke to two different depts when I challenged it!

Today is billing day and I wanted to be gone over to Plusnet by now :/


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17: Community Champion
You're welcome.

I'm not surprised you wanted to vent.

All posts are read by Vodafone here and feedback sent.

That's a new one on me in regards to the retailer has to Issue a Pac Code !

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17: Community Champion

Hi @Jayhey

 

You mention wanting to change form Vodafone to Plusnet.

 

If you are wanting to change your home phone and broadband internet provider service from Vodafone to Plusnet, Plusnet should make the arrangements on your behalf with Vodafone.  If Plusnet are insisting on a code to make the transfer, you will need a MAC code and not a PAC code from Vodafone and this is probably where there is some confusion.

 

You can request the code by using the live chat link below or by calling 08080 034 515.

 

Contact Us

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17: Community Champion

@Jayhey

 

Who are you wanting to move your pay monthly mobile number to ? This is the board you've posted in.

 

 Is it plusnet mobile. 

 

 

IMG_0985.JPG

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17: Community Champion

@AnnSActually, PlusNet have just launched a mobile phone service.  It piggy-backs on the EE network.

 

@JayheyI can't see any reason why Vodafone wouldn't be able to issue a PAC - and I can't see who else would!   You could try calling 191 and choosing the "thinking of leaving Vodafone" option that comes near the end.  That get's you the UK-based retentions team during office hours.

 

Alternatively, wait for the forum team to pick this thread up and they'll get it sorted for you.

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17: Community Champion

@AnnS A MAC would be for home broadband. I assume the OP is transferring his mobile service to Plusnet so a PAC would indeed be needed.

 

As a side note; MAC's are no longer needed when transferring home broadband. You simply contact your new provider and they are supposed to handle the rest.

 

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15: Advanced member Silver

Nabs wrote:

 

 

As a side note; MAC's are no longer needed when transferring home broadband. You simply contact your new provider and they are supposed to handle the rest.


Yes indeed. I moved my broadband from BT to EE last year, EE simply sorted the whole thing out for me.

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3: Seeker Silver
Hrym

That's exactly what I did, the guy sounded S African, either that or Vodafone third party customer care is employing posh people lol!


I tried twice, failed, asked retailer who were like 'huh' - the twitter team and Live Chat helped. They were great but it should not take that really, the third party care of Vodafone has been destroying customer experience for years.

How much would it take to get a bunch of cheaper wages under 25 year olds at Banbury to provide proper care as a escalation compared to the tens of millions they give third party care to provide dismal 'care'.


People getting great care from twitter is great but then the damage is done publicly on top of a frustrated customer. Vodafone need to get their act together on a real Vodafone call centre, I've worked call centres and retail management to project management level - watching a Vodafone retail manager argue with their own third party customer care to apply something to a account or sort a issue is unprofessional beyond belief. A V store manager should not have to get into a dispute as third party 'care' says no.

I've seen customers faces & others walk out stores hearing retail staff in dispute on speakerphone to their own customer services.

When a PAC procedural request is denied you know things are getting worse than ever before.
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3: Seeker Silver
I don't know where Broadband came into this thread but it defo is mobile, PAC would be the biggest clue! Smiley Wink
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17: Community Champion

Just to clarify: PlusNet is primarily a broadband supplier, but has just (as you know) launched a mobile phone service.   I don't think that's widely known yet, so it would be easy to get trapped into thinking this was a broadband query.  People have been known to get their PACs, MACs and even NUCs confused! Smiley Wink

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3: Seeker Silver

It was launched as a rebrand from Life Mobile almost four months ago. [Removed]


Three AYCE data customers out of contract will automatically be reduced to £22 after their minimum term is up, that's a good move the market must follow instead of gouging customers who have paid the handset off on month 12/24.

 

[Removed]

 

[MOD EDIT: This post has been edited to remove content please see Community Guidelines]

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3: Seeker Silver
Sorry mods what did I post wrong ?
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3: Seeker Silver
Anyway...I have transferred over my number from V but had no notification of such from Vodafone of anything, a email saying bye you are welcome back anytime would be a nice touch and details of the final bill like other V sister networks worldwide do.

My Vodafone did not even update on billing date ?

Can mods advise on final bill process please, I went over my minimum term because I could not obtain a PAC before billing date and expect a small charge on my final bill. Is the final bill produced the day customers leave or the usual billing date ?

Thanks Smiley Happy
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17: Community Champion

Hello @Jayhey

 

 

This Link has some information in relating to billing. 

 

Link > When-will-I-receive-my-final-bill.

 

"Your final bill will arrive 2-4 weeks after you cancel your contract."

 

Please consider not cancelling the Direct Debit until Vodafone have taken any final payment(s) and if applicable applied any Refunds.

 

And you have received the final bill by post, paid by Direct Debit and a £0 bill and Sorry Your Leaving Letter has been received that confirms the account is closed. (Please retain this paperwork)

 

 

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3: Seeker Silver
Yeah I never cancel a DD until final bill, unless I dispute it. So it looks like they will take my monthly fee and I will need to await the final just after for refund. Great!

Hopefully the billing system sees disconnected and just issues final bill as it's days between, if it goes to 4 weeks I will be paying March & April bill will be produced before a final bill is produced. Hopefully it won't be that long winded and steal from my pub fund Smiley Wink

Thanks BoB Smiley Happy
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17: Community Champion

A wise decision not to Cancel your Direct Debit @Jayhey

 

I'm sure things will balance out as they should. 

 

Take care. 

 

Smiley Happy

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Moderator

@Jayhey

 

Once your final bill has been generated and you've received it, get back in touch with us if there's any issues, that you may have.

 

We'll investigate these further, with you.

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3: Seeker Silver
@Dane_B Will do, just waiting on final bill as £25 was taken for March so I expect after April bill I will (should) be in credit.

Just a quick question Dane - I have took another 30 day sim out as I have a mate coming to visit UK in a few days who is going to be West coast Scotland & the locals report V is the best option. (London coverage not so much a issue). So when it arrives I will give 30 days notice, am just making sure you advise to do anymore than that, sounds stupid but given offshore care standards I'm just running it past the V forum team.
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