Changing networks

[GlasgowGirl]

A while ago, I posted a thread about the iPhone, asking if anyone had been tempted by its shiny charms. Well, I have now inherited a first generation one from my geeky boyfriend, so after about ten years with Orange, I'm about to move to O2. This meant that I had to call to request my PAC code from Orange, as I want to keep my number.

I had heard many horror stories about the difficulties of getting your PAC code, ranging from customer service staff pretending their computers are down or that they have the wrong contact details for you to simply ignoring your request. So I was prepared for a battle: I checked my password and security code, read Ofcom's guide to switching your number, prepared a list of my addresses over the last few years in case they had the wrong details - and made the call.

In the end, getting the PAC code was the least difficult thing about making the call. The most difficult was finding the Orange customer service number in the first place, and then negotiating the various phone menus, none of which referred to PAC codes or acknowledged the possibility that you might want to leave Orange.

When I eventually got to speak to a human, she was courteous and quickly transferred me to the retentions department. At this point I steeled myself for all sorts of temptations to be dangled in front of me to persuade me to stay, or nefarious tales to be told about why they couldn't give me my code. But she simply checked why I was leaving and told me my code would be in the post within 3 working days. In fact I felt a bit unloved. "I've been with you ten years!" I wanted to say. "Don't you want to beg me to stay?"

Maybe it's because I said I was moving to get an iPhone, and they know they can't compete with it. Or maybe my PAC code won't turn up at all and I'll be cursing them. Anyway, is this typical or does everyone else have trouble when they want to change networks?

[Jorumian]

That's quite interesting actually, and I hope getting your PAC code is as easy as you said. A few years back I was with Orange and I'd heard all kinds of nightmarish tales of how difficult it was to get your code, so I didn't bother with it. I cancelled my contract when it expired and just got a new number. I'm afraid that I am going to do the same in a week or so when I switch to pay as you go. Partly because I didn't want the hassle of getting the code, but also because I think it's quite funny that everyone will have to update their phone with my new number.

I have to agree with your comment about feeling unloved! When I called O2, I received a pretty similar response when I told them I didn't want a mobile contract, but was looking for a decent laptop deal. The emphasis being on the decent laptop, as opposed to the deal. I was surprised they didn't even offer to put me through to the retentions (AKA blatant blackmail) department. I wonder if this is a change in policy?

[Tony]

There is an interesting fact that I can share with you that will come of no surprise. They know exactly how profitable you are as a customer based on what you spend and how much you call the call centre, each call the the call centre costs £25 (that is what I was told for Vodaphone).

When you phone up from your mobile they know exactly who you are and if you are a low value customer you will go into IVR hell - i.e. you will never get to speak to anybody. If you are a low value customer and try to leave they will let you go... I guess this is what happened in your case.

Tony

PS I heard that the iPhone is meant to be available on Orange soon.

[GlasgowGirl]

Really? I thought O2 had an exclusive contract with them for three years?

[Tony]

On the basis of their shifting enough handsets. If they don't hit the targets Apple can bring in another supplier.

Tony

[GlasgowGirl]

Update: I got my PAC code today, so that's fairly quick. I've just filled in O2's "keep my number" form, which bizarrely changed into a generic customer enquiry form halfway through and didn't actually ask for my PAC code anywhere. They say they will aim to get back to me within 24 hours, so we'll see.

[Tony]

Thanks for the update GG, many people think that it is much harder to get a PAC than it is. I think I was with a temporary number for about a week last time I did it.

Tony

[GlasgowGirl]

Further update: I had an email from O2 saying that my number will be ported over on Thursday, and I might be without service for a few hours. So far it's going more smoothly than expected, though taking a bit longer than I might have hoped. More as I get it!

[GlasgowGirl]

This just in - my phone number is not currently working. I was warned that this might happen for a few hours while the number is being ported, so hopefully this means that things are going as they should. It does seem odd that I lose service for a while though - I assume all that's actually involved is linking my phone number with a different network in a database, rather than any time-consuming manual labour.

[GlasgowGirl]

And a final update - round about 3pm yesterday my phone sprang into life with my old number. So that's about 7 days from requesting my PAC code to getting my number transferred - not bad, but not brilliant either.