PAC code nightmare

djmagnifique · 08-10-2010, 19:12

I got a PAC code off virgin mobile yesterday, phoned my new provider (tesco) who said the code wouldn't work. So I phoned virgin again to check I had written down the code correctly (which I had) then phoned Tesco back again. The code still didn't work.

So today i phone virgin again and after explaining the problem get put through to the technical team who re-do the PAC code for me saying it will still be the same code but should work now and that they have put a marker on my accont to call me back in a few hours (this was at about 4.30pm). Off to tesco again and guess what, the code doesn't work and says it's mismatched.

Has anyone got any advice they can give me to help get this sorted out and do you think they will ring me back?

Cheers.

Scrubbs · 08-10-2010, 19:19

might be worth your while visiting the shop itself at:-

Virgin Media Store
98 Cleveland Centre Linthorpe Road
Middlesbrough
TS1 2JZ
07982 618288

they might be able to get more done if you are physically there when you phone tesco's?

devilincarnate · 08-10-2010, 19:29

Hi djmagnifique, when i worked for o2 this was never a problem (just a misunderstanding between the customer and customer services), what i mean by this is due to the cust writing the PAC code wrond and the advisor misuntersatnding the PAC code.
So can i ask a few questions about this:

1, Are TESCO actually filling out a pac request form and not a migration form? ( As they maybe filling out the wrong form )

2, Are you talking to the tech support at TESCO or is it cust services?( As i worked in cust services and some people did not know the correct form)

Cheers devilincarnate

3

djmagnifique · 08-10-2010, 21:12

Quote:

Originally Posted by devilincarnate

Hi djmagnifique, when i worked for o2 this was never a problem (just a misunderstanding between the customer and customer services), what i mean by this is due to the cust writing the PAC code wrond and the advisor misuntersatnding the PAC code.
So can i ask a few questions about this:

1, Are TESCO actually filling out a pac request form and not a migration form? ( As they maybe filling out the wrong form )

2, Are you talking to the tech support at TESCO or is it cust services?( As i worked in cust services and some people did not know the correct form)

Cheers devilincarnate

3

I've called Virgin back twice since getting the pac code, the first time was to check I had written it down correctly which I had done.

in answer to your questions.

1. As far as i'm aware Tesco are using the correct form as they ask me for the mobile number I want to keep. Both virgin and tesco have advised me that all mobile companies use the same website for generating and entering pac codes.

2. I'm talking to customer services by dialing 4455 from my mobile, this is the number stated on all the paperwork I got from Tesco when I received the sim card from tesco.

@Scrubbs, I would go to the shop but between me going to work, my wife going to work and having to look after the kids it's hard to find the time to get there.

devilincarnate · 09-10-2010, 14:06

Hi djmagnifique, i know that all mobile companies use the same system for generating the PAC code.
I have been racking my brains about this and just wondered if the TESCO mobile is contract or pay and go? As if it is pay and go you normally have to put credit on the sim to activate it.
Also is your virgin mobile number still active?

Trying to go through all the options about this for you.

djmagnifique · 09-10-2010, 17:03

The Tesco sim is pay monthly and is set up and running. the virgin number is still active as work text me on it most days (last time was yesterday) to see if I can start early.

devilincarnate · 09-10-2010, 17:32

This is baffaling, i am trying to go through all the options of what it could be. When you call TESCO again could you ask them to call through to their network services ( or the department who deal with number porting ) and they should be able to see if the pac code has been generated correctly.
The reason that i have asked this as sometimes they are able to call the old service provider to their network services and do it that way.
Just trying all options? ( hope that iam not making this harder for you )

colin25 · 09-10-2010, 17:35

Quote:

Originally Posted by devilincarnate

This is baffaling, i am trying to go through all the options of what it could be. When you call TESCO again could you ask them to call through to their network services ( or the department who deal with number porting ) and they should be able to see if the pac code has been generated correctly.
The reason that i have asked this as sometimes they are able to call the old service provider to their network services and do it that way.
Just trying all options? ( hope that iam not making this harder for you )

isn't that what you are about?..at least, the name gives a hint

djmagnifique · 09-10-2010, 19:31

Could the fact that i've already ported another number from virgin to o2 a few days before be causing a problem? I had 2 accounts set up with virgin, one for me and one for my wife. My wife's number ported over on the 5th and we did have an issue getting the pac code for that one as well, the advisor said that he pressed the request button twice which caused the pac to not show on the screen and had to pass me through to the technical team as well but we got that code the next day by text message.

colin25 · 09-10-2010, 19:33

Aha..maybe.

devilincarnate · 09-10-2010, 19:52

Quote:

Originally Posted by djmagnifique

Could the fact that i've already ported another number from virgin to o2 a few days before be causing a problem? I had 2 accounts set up with virgin, one for me and one for my wife. My wife's number ported over on the 5th and we did have an issue getting the pac code for that one as well, the advisor said that he pressed the request button twice which caused the pac to not show on the screen and had to pass me through to the technical team as well but we got that code the next day by text message.

Yes that could be the cause as the number may still be linked to the previous network, so you will need to mention this to TESCO and they will be able to contact their network tema nd be able to give you better advise on this ( as i worked in cs and not network services ) I do hope that we are getting to the bottom of the problem here for you self and my sanity

Quote:

Originally Posted by colin25

isn't that what you are about?..at least, the name gives a hint

Sorry just re-read your post and you say that it is another number that you ported, still trying to figue this out?

djmagnifique · 09-10-2010, 22:10

right, full back story of my mobile numbers.

both mine and my wifes mobile numbers were originally on o2, a couple of years ago they were both ported to virgin onto the 300/300 PAYG deal. my number went over ok, my wifes number took a couple of days form getting the pac code before it was able to be ported.

my wifes number has now been ported back to o2 with only the slight problem mentioned above. my number is having all the problems.

Hope this is of some help.

devilincarnate · 11-10-2010, 19:29

Now with this info i am not sue what it could be? The only thing that it could be is if the PAC code is over 30 days old ( of which would mean that you need a new one )

djmagnifique · 23-10-2010, 18:55

Well, finally got it all sorted out. Basically the pac didn't match up with the phone number I wanted to port over. Only costing me £15 for all the calls i've had to make from my land line as I had run the credit down on the mobile.

Guest appearance · 16-11-2010, 15:02

Quote:

Originally Posted by djmagnifique

both mine and my wifes mobile numbers were originally on o2, a couple of years ago they were both ported to virgin onto the 300/300 PAYG deal. my number went over ok, my wifes number took a couple of days form getting the pac code before it was able to be ported.

my wifes number has now been ported back to o2 with only the slight problem mentioned above. my number is having all the problems.

Regarding this folks,

I moved from Orange to 3 a few years back, if I now wanted to move to another network and still keep my original number, would I be able to do this, and if so would I contact 3 or Orange?