I went on chat this morning to get my PAC from Plusnet as I've bought a new phone on a two year contract with O2. Chat said that they can't issue PAC codes and insisted that I phone 500 to get one.I did this and was promised one within two hours as per OFCOM regs.
After 4 hours and no PAC, I called back and asked where my PAC was. I was told that there was a technical issue with my port and that it had been passed to the technical team to look into. I asked for more information on timescales for issuing my PAC but the customer service rep couldn't tell me. She just said that technical would update me within 5 working days but that this wasn't a guarantee that the port would be sorted in that 5 day period. I explained that it was vital that I retained my number as I use it for work and it is linked to lots of personal matters too. I also outlined that because of this, I'd ordered my new phone on the basis of keeping my number and that I was now paying O2 for a handset and 24 month contract that was realistically of no use to me unless I could transfer my number to it.
I asked how I could make a complaint as I wasn't satisfied with the proposed way forward and was constantly palmed off. I asked to be put through to the complaint team or to be given their contact details but I was put on hold time and again whilst they tried to 'find' a manager who could raise my complaint to the escalation team as only a manager can do this. Eventually after half an hour of waiting, someone told me that they would pass my complaints escalation team who would contact me in 72 hours. To 'make up' for the issues I'd experienced, I was told that Plusnet would credit my account with one month of credit to enable me to carry on using the number!. What use is that when what I need is for the PAC to be issued s that I can actually use my new contract phone with O2?
Quite frankly this is pathetic for a company that claims to offer "award winning service" and I am so frustrated at what has happened on what should be a straight-forward matter. I'm at a loss in terms of knowing what to do to get my PAC from Plusnet and I'm left in limbo not knowing whether I should now cancel my O2 contract and return my brand new phone to them in case Plusnet fail to sort this out. Anyone suggest what I can do to try and get this sorted? Thanks and sorry for the rant but it is so frustrating!
