This topic

Getting PAC code

PeterNorfolk — Sun, 27 Oct 2024 16:15:03 GMT

Had quite dreadful service with BT Mobile in the last six months (not being able to receive and make calls when immediate family member rushed into hospital a number of times).

I applied for a PAC code 23rd September intending to move to either EE or a rival mobile phone carrier.
Texting PAC to 65075 doesn't work which I believe SHOULD work as this is a procedure introduced by Ofcom. I therefore logged in and got the code by going into My BT -> Mobile -> Settings and PAC code arrived.

Unfortunately didn't have the chance to use the PAC code due to taking and attending family member GP and hospital visits.

The PAC code said to use with 30 days otherwise I would be kept on BT Mobile network (fine with that). Date to use code by was 22nd October 2024.

Logged in today (27th October 2024) thinking I would be able to apply for a new PAC code as old one expired but big yellow banner stating my mobile number and the old PAC code and that I can use this code to switch to another provider until 22 October 2024.
Todays the 27th October 2024 so presume that code has expired?

The yellow PAC code banner with old PAC code expiring on 22nd October does have a 'cancel' button - I tried that thinking I could cancel and ask for a new PAC code but clicking on cancel button get the following message "Sorry, but something's gone wrong. Error occured while processing your request. Please try again"

This is adding stress to an already stressful time so hoping that this can be resolved as painlessly as possible please.

Thanks

Re: Getting PAC code

Anonymous — Sun, 27 Oct 2024 16:18:23 GMT

@PeterNorfolkwrote:
Texting PAC to 65075 doesn't work

Define "doesn't work".

Despite what the web site says, have you actually tried to use the code you have?

Re: Getting PAC code

PeterNorfolk — Sun, 27 Oct 2024 16:45:19 GMT

Hi rbz5416

Thanks for your quick response

Texting PAC to 65075 doesn't result in getting a text back with the code. Mobile phone users regardless of which network they are on should get a text back when sending PAC msg to 65075 according to Ofcom website https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-mobile-phone-provider/

I haven't tried using the old expired code in case it makes the situation even more of a problem and as I put in my message it is a stressful time for myself and my family.

Re: Getting PAC code

ctrlz — Sun, 27 Oct 2024 16:49:06 GMT

You’ll need to call. The text process doesn’t work if you have a family sim plan btw

Re: Getting PAC code

PeterNorfolk — Sun, 27 Oct 2024 16:50:25 GMT

Thanks cntlz

Now on phone to BT Mobile. Fingers crossed they will be able to assist.

Re: Getting PAC code

Leanne_T — Mon, 28 Oct 2024 08:22:01 GMT

Hi @PeterNorfolk

I am really sorry this has caused extra stress to you at an already stressful time and hope your family member is OK.

As advised by @ctrlz calling out mobile care team is the best way to get this sorted for you. Have you now got the PAC since you last posted?

Speak soon.

Leanne.

Re: Getting PAC code

PeterNorfolk — Mon, 28 Oct 2024 10:32:26 GMT

Hi Leanne

I spoke with a BT employee (Matthew) on 27th October who said that it would need to go to a third party to resolve the issue. He assured me the should be sorted in 24/48 hours and that a new PAC code will be sent automatically as part of the resolution process. He also assured me that I would keep my BT mobile number and service with BT Mobile until I have switched to a new network. Hopefully all will work as expected. I need to keep my mobile number as family member has my number registered with their GP and the local hospital.

Will post to update whether my problem is resolved (or not) and BT's steps to resolve the issue.

Peter

Re: Getting PAC code

Leanne_T — Mon, 28 Oct 2024 10:42:28 GMT

Thank you for coming back and letting me know @PeterNorfolk

I understand how important it is to have service and the number active and it sounds like Matthew is doing everything he can to help with the transfer.

Please let me know how it all goes.

Leanne.

Re: Getting PAC code

PeterNorfolk — Wed, 30 Oct 2024 11:40:10 GMT

Good morning,

Leanne - quick message to say that I have now received a new PAC code. Thank you and your colleague Matthew for assisting in this matter.

Seems that phoning BT customer services on from BT mobile 150 or 0330 1234 150 was the best route to get this problem resolved.

One additional question that I would like to ask is if I move to EE, when users are abroad and roaming they pay £2.47 a day. Not all mobile phone networks charge anything for roaming but when I mentioned this to Matthew he said other networks will be charging this from 2025 - is this correct please as I could not find anything to confirm this online?

Best regards,

Peter

Re: Getting PAC code

Anonymous — Wed, 30 Oct 2024 12:19:43 GMT

Reviewing your original post, if you have poor coverage on BT there's no reason to believe will be any better. It's the same network. If this is only at home then check if your phone supports WiFi Calling.

Of the major networks, only O2 continue to offer free EU roaming. I know of no plans to end that in 2025. But their data coverage isn't great since they imposted millions of Virgin customers.

There are also MVNOs like Tesco offering it, so it pays to look around.

If you can solve the coverage issue with WiFi Calling, then staying put is probably the best bet. If not, use the Ofcom coverage checker to see which network is predicted to be best where you need it most.

https://checker.ofcom.org.uk/en-gb/mobile-coverage

Then use this list of MVNOs to see if you can find one using that network, then check their sites for roaming.

https://en.wikipedia.org/wiki/List_of_mobile_virtual_network_operators_in_the_United_Kingdom

Re: Getting PAC code

PeterNorfolk — Wed, 30 Oct 2024 13:12:09 GMT

Hi rbz5416

Thanks for your reply.

The problem that I'm having with BT Mobile isn't it's coverage (as you rightly say it's EE which is good in the rural parts of Norfolk. My partner is with O2 and I was previously with Vodafone and until the last six months or so found EE better than those two networks.
I get strong signals in Norwich and North Norfolk where I visit a lot but occasionally unable to make or receive calls even with max bars showing on my phone - I'll try again later from same location with no problems - very unreliable.

The problem that I'm having is with the BT mobile platform which a BT customer care person informed me in May 2024 was becoming unreliable and difficult to maintain. He said that users are being encouraged to move from BT mobile to EE which they would find more reliable.

Thanks for the link to the MVNOs - must admit I would prefer a mobile phone company with a high street presence so in the event of problems I can go in store to seek advice.

I was just curious about Matthew (BT rep) would I spoke with on Sunday who stated that all mobile phone companies would be charging a daily roaming fee from next year and what this comment was based on (for instance is there new EU rules coming into force from 2025?)

Regards

Peter

Re: Getting PAC code

Anonymous — Wed, 30 Oct 2024 13:40:10 GMT

This is the current O2 position:

https://www.o2.co.uk/international/using-your-phone-abroad

Of course this could change, but there's certainly nothing there to suggest that they will next year. I'm afraid only Matthew can provide the answer as to his source, but I suspect it's like the story you were fed in May, invented purely to persuade you to move.