Getting PAC code

[PeterNorfolk]

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

[rbz5416]

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@PeterNorfolkwrote:

Texting PAC to 65075 doesn't work

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Define "doesn't work".

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

[PeterNorfolk]

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.

[ctrlz]

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

[PeterNorfolk]

Thanks cntlz

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

[Leanne_T]

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.

[PeterNorfolk]

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

[Leanne_T]

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.