08-11-2018 11:31 PM
So...I gave 30 days notice and asked for a pac code my contract ends tomorrow pac runs out on 11th. I didn't want to use the pac code and in t&cs it says to just let them know and I spoke to a guy on the online chat and he said yes can just cancel it by phoning them so i done that to be told i would have to do another 30 days notice even though i had done 30 days notice? Ombudsman going to be involved tomorrow as doesn't seem right to me
08-11-2018 11:37 PM
I'm afraid it's a mistake on your part. The regulations state that when you ask for a PAC the service provider must stop any cancellation request you make.
08-11-2018 11:41 PM
When I gave my 30 days notice and got the pac the guy confirmed that is my 30 days notice and it is cancelled on the 9th Nov (I have the call recording) then the guy online said I can cancel the pac code so I'm confused
09-11-2018 12:01 AM
As you won't use your PAC by the time your 30 days notice is up your contract will not be cancelled and your notice is as if was never given. That's the regs. So if you want to cancel again it'll be another 30 days notice. The Ombudsmen will just confirm that.
09-11-2018 08:40 AM
Hi there @Bexie87
Thanks for posting on the community.
Was there a reason you were looking to leave?
The information provided is correct, if you don't use your PAC code your contract would carry on and you would need to give another 30 days' notice to cancel the contract.
If you call us on 150 we will be able to get this sorted for you.
09-11-2018 12:15 PM
8.2.2 Termination with a PAC or N-PAC. PACs or N-PACs are made available upon request and last 30 days from issue. If You request a PAC or N-PAC on or after the date You give Us notice to terminate this Agreement, Your Agreement will terminate once it has been used. If You don’t use the PAC or N-PAC within its validity period, it will expire and this Agreement will continue until You terminate again using the process described in this point 8.2.