I have just processed a return within the returns window and requested a PAC during the online chat with Customer Services. The agent said they had requested the PAC and I would receive it within 30 minutes. It’s been over 90 minutes since then and the PAC has not come through. I’m quite concerned. I thought a PAC code should be received almost immediately.
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PAC code within return period
Best answer by Tom
Hi
We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.
To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.
Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview
We’ll see you there.
Tom
+26If the PAC comes too quickly, your return might be processed as a cancellation instead, which would incur an early termination fee,
Not sure that’s what you want.
Thank you for the reply. Definitely not. But I do want to retain my number (that I have had for many years). That was not mentioned during the online chat with the Customer Service agent. They did say that my SIM contract would terminate within 10 minutes. So might that imply that I won’t get the PAC until tomorrow or some other date? The issue is that I will not be able to use my number until I can port it to my new provider.
+26Here’s what’s supposed to happen,
- Get an iD return transaction number.
- Send off your handset return.
- Wait for the return to be processed by iD.
- After the handset return has been processed, your iD account converts from pay monthly, to pay-as-you-go.
Then you’ll be able to get a PAC for your iD PAYG plan, to use for switching to another provider. Perhaps the chat adviser has not received appropriate training.
Thanks again. It is a SIM only, and there was no mention of a returns number. However, the SIM appears to have become PAYG straight after the online return.
I’ll hold on until tomorrow and try the online chat if necessary. Thanks again for the insights and have a good evening.
1 person likes this
+26Ah, okay
Usually, iD Mobile don’t ask for a SIM card to be returned.
Sounds like the number you want to keep is linked to PAYG in your iD account.
Tomorrow you could try sending the text “INFO” to 85075, for details of any early termination fee - should be fee free if the account was converted correctly.
+24Hi
Welcome to the Community!
If your account has reverted to Pay as you go we can provide a PAC code for you.
Please let us know if you still haven’t received the PAC and we can PM you.
Kash
Hi Kash. Thank you. It’s a saga. Unfortunately, when the contract was terminated within the returns period, it didn’t revert to a PAYG. The SIM was deactivated on Friday, and they cannot seem to request a PAC. They have raised a second ticket to the Technical Team to try to solve the issue. I have now been without my number since Wednesday and of course, I can’t be contacted on my number. I was told that the tech team has until tomorrow.
+25Hi
We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.
To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.
Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview
We’ll see you there.
Tom
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