I used O2 for my mobile phone; it was "good enough", although I really disliked their practise of modifying webpages and recompressing images. So when 3 came up with a decent pay-as-you-go tariff, I moved to them. After getting the new SIM, I had to obtain a PAC from O2. Their website says you can only do it over the phone, but several people I know have managed to get it via the "live chat" on the website. So I tried; this is the full transcript.
Welcome to O2. Someone will be with you soon.
You're through to 'O2 - Penelope'
Penelope: Hi I'm O2 - Penelope. How can I help?
Gianni: Hello. I need a PAC.
Penelope: I'm sorry you're thinking of leaving us.
Penelope: May I know the reason of leaving us?
Gianni: the mobile data connection modifies web data (some javascript is injected, and images are re-compressed)
Penelope: Alright I respect your decision. We've a separate team to generate your PAC, I'll help you with the number.
Penelope: To get your PAC code you’ll just need to call 4445 (25p per call) from your mobile or 0844 809 0222 from a land line and pick option 3 then option 2. We are open 8am to 8pm Monday to Saturday and 10am to 6pm Sunday.
I hadn't realised that you had to pay for the privilege of leaving!
Penelope: Is there anything else I can help you with?
Gianni: Is there really no other way than on the phone? I have serious problems understanding people over the phone.
Penelope: Gianni I do understand your problem, if I were be in your place I feel the same.
Penelope: Please understand there's no way except this, I hope I could do this for you.
Gianni: Can I go to an O2 shop and get the employees there to phone for me?
Penelope: Gianni our concerning team have different tools and different authorities from us and from all to generate the customer's PAC.
Penelope: I'm sorry O2 shop can't give you PAC code, as they don't have access for this.
Note that she apparently misunderstood my question: I had asked if the people at the shop could phone the PAC service for me!
Gianni: can you give me any point of contact to complain about this state of affairs?
Penelope: Just a moment please.
Penelope: Gianni I'll transfer your chat to my supervisor, is it fine for you. You can explain your all situatios to them.
Gianni: ok
Penelope: Just a moment please.
Hold on. You're being put through to Yamini.
You're through to 'O2 - Yamini'
Yamini: Hi Gianni.
Yamini: How can I help you?
Gianni: hello.
Gianni: I need a PAC; Penelope has kindly explained that I can only get it over the phone. I have serious problems understanding people on the phone. I'm sort-of resigned to it, but I want to know who can I complain to, about this state of affairs.
Yamini: I'm sorry for the trouble but this is the process that we follow.
Yamini: Please help me with few details so that I can transfer the chat to the escalations team.
Gianni: What will they do?
Gianni: Can they help me lodge a written complaint?
Yamini: They will take your complaint and help you.
Yamini: Can you tell me the current calltime balance and what you get free when you Top-Up?
This is considered authentication? Anyway, I answer… then:
Yamini: Thanks.
Yamini: Please allow me a few minutes.
Yamini: I am now transferring the chat to the escalation team.
Yamini: Please stay connected.
We’re putting you through to the right person, won’t be long.
You're through to 'Nikhat'
Nikhat: Hi I'm Nikhat from complaints support team.
Gianni: hello.
Gianni: I need a PAC; Penelope has kindly explained that I can only get it over the phone. I have serious problems understanding people on the phone. I'm sort-of resigned to it, but I want to know who can I complain to, about this state of affairs. Yamini told me you can help me lodge a complaint.
Nikhat: Gianni, I'm sorry that you had to go through with problems to get the PAC.
Nikhat: I'll take your feedback about this.
Nikhat: I'll also help you with the PAC.
Gianni: Thank you. Now I have 2 complaints, then.
Nikhat: Okay, please tell me.
Gianni: Complaint 1: I've been told I could only get a PAC over the phone, but it turns out it's not true. Please instruct your customer-facing personnel better.
Gianni: Complaint 2: even if you are a phone company, nowadays people use phones for other things than calls; requiring a person to use a voice call (a charged voice call) to obtain a service you are required to provide may go against the Disability Discrimination Act
Nikhat: Gianni, advisors on chat can't generate the PAC. However, as we're from the complaints department so we've the authority to give you the PAC as you're facing problem in calling us.
Nikhat: I understand and really sorry for all that.
Gianni: I understand that. The advisors (Penelope and Yamini) still provided me with incorrect information.
Gianni: They should just have said "you can do it over the phone, or through the complaints department"
Nikhat: Gianni, actually they were right as no one on chat has the authority to generate the PAC. Its just we from the complaints department who can give the PAC to the customers facing problems in calling us.
Gianni: you are on chat. you have the authority. But let's carry on.
Nikhat: Yes, I've the authority to get the PAC generated for you as I'm from the complaints team.
Nikhat: I'm sorry if there was any misunderstanding between you and two of our advisors.
I'm pretty sure «there's no way except this» and «this is the process that we follow» are quite hard to misunderstand. Also, how can people say «no one on chat can do that; I'll do that now», on chat, and not notice the contradiction?
Nikhat: I understand that you've problems calling us so need not worry as you're here online with a complaints team I'll get this resolved by giving you the PAC.
Gianni: thank you.
Nikhat: Or you can give me your email address and I'll email you the PAC within a couple of hours.
Gianni: dakkar@thenautilus.net
Nikhat: Thanks Gianni.
Nikhat: Right now my supervisor isn't in so once he comes I'll ask him to generate a PAC for you and I'll email you the PAC immediately.
Gianni: oh, I'm assuming this chat has been recorded on your side. Be advised that it has been recorder on this side as well.
Gianni: thank you again.
The PAC arrived shortly afterwards, and the number was successfully ported the next day.
Short version: you don't need to call, you can do it on their chat system, but your perfectly normal request must be escalated to a complaint before it can be fulfilled.
