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Getting a PAC from O2
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:CreationDate: 2013-08-02 08:15:04
:Id: o2-pac
:tags: rant
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.
