19-02-2017 10:49 AM
I called Orange/EE customer service on Thursday evening to ask them to cancel my account and send me a PAC so I could take out a new contract with EE. I was told I'd have a text with the code as soon the request had been processed. How long is this likely to take as I still haven't received anything?
Thanks for all the advice given.
19-02-2017 11:00 AM - edited 19-02-2017 11:03 AM
It should be instant. Call back and make sure a PAC is issued. A PAC should be either read out to you over the phone there and then and/or sent to you as a text message.
Just remind EE that OFCOM state very clearly that a PAC should be issued instantly over the phone or within 2 hours by text, details can be found here.
The only thing to remember though is that EE can only issue a PAC if you have fulfilled your contract with them. If you are still within your minimum contract term EE (or any other provider) doesn't have to give you your PAC.
19-02-2017 11:24 AM
Ok, great thanks. The customer service representative did say something about 'within two...'. I thought he said two days which is why I've waited. Do you think this would mean my request to cancel my account also wouldn't have been actioned? This would mean I've lost 3 days now.
19-02-2017 01:20 PM
Thanks for replying @James_B
This isn't as simple as just upgrading. The customer service representative couldn't match a deal from another retailer. So I'm 'leaving' to sign up to the new contract. I'll contact customer services as soon as I get the chance.
19-02-2017 05:05 PM
@James_B: Is it correct that a PAC issued by Orange can be handed directly to EE to go on another (non-upgraded) contract?