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Your PAC code will expire before we can process your switch. This could lead to switching failure or a loss of services, please request a new PAC code from your old network.

I
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Userlevel 1

We submitted a valid PAC which is valid for a further 5 full days, however we get the following message “Your PAC code will expire before we can process your switch. This could lead to switching failure or a loss of services, please request a new PAC code from your old network.”

We understand from the content on the link below, a switch should typically take 1 working day. There are a full 3 working days available to switch, so why are you not able to accept the switch request? 
 

We anticipate that all possible switch routes have been exhausted, therefore we simply need ID to promptly apply the PAC and complete the switch. 
 

We requested a new PAC via 65075 however the same PAC is provided on the basis it is still valid. There does not appear to be an option to request an entirely new PAC. 
 

If we wait for the PAC to expire in order to request an entirely new PAC, we will enter the new monthly billing cycle for our existing provider, meaning a full month will be paid with no option for a refund. 
 

We also do not appear to be able to claim compensation for the inability to switch, as we are unable to submit the switch via your app and simply receive the message mentioned at the top of this post. 
 

This is frankly very frustrating and laborious, when we had anticipated a simple switch.  
 

Please kindly advise how to proceed on the basis of using our current valid PAC, and not waiting for it to expire. 

 

 

 

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Best answer by Mohammed 20 July 2023, 16:14

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13 replies

I
Rank
Userlevel 1

We ordered the new SIM on Friday and didn’t receive it until today (Tuesday). We presume had we received the SIM on the next day, the timescale may not have been an issue as a full week one still remain on the validity of the PAC. 

andewhite
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Userlevel 8
Badge +9

Did you give your PAC to iD at the point you purchased the new SIM last Friday @IDbiertj?

What was the expiry date for your PAC, which you got from your old provider?

Note that nothing happens in the iD community in real-time, nor even close to real-time @IDbiertj.
The iD staff only read forum posts once a day, sometimes less frequently. Because time appears to limited in this case, I’d suggest contacting iD using their online live chat, Facebook Messenger, or a Twitter DM.

The support teams work until 8pm on weekdays.

 

Mohammed
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Userlevel 7
Badge +10

Hello @IDbiertj,

Just checking, what date are you selecting for the date of the switch?

What date does the PAC code you’ve been provided show as expiry for?

SIM cards are sent via Royal Mail so this takes 2-3 days.

Next Day delivery is only applicable on handset contracts which should be outlined on our website.

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
I
Rank
Userlevel 1

Did you give your PAC to iD at the point you purchased the new SIM last Friday @IDbiertj?

What was the expiry date for your PAC, which you got from your old provider?

Note that nothing happens in the iD community in real-time, nor even close to real-time @IDbiertj.
The iD staff only read forum posts once a day, sometimes less frequently. Because time appears to limited in this case, I’d suggest contacting iD using their online live chat, Facebook Messenger, or a Twitter DM.

The support teams work until 8pm on weekdays.

 

Thanks for the prompt response andewhite. 
The option to provide a PAC wasn’t presented at the point of purchase. 
The PAC expires on 23/07/2023. 

andewhite
Rank
Userlevel 8
Badge +9

Okay @IDbiertj, 23rd being a Sunday. 

Unfortunately, number transfers can only be scheduled Monday to Friday. 
It appears iD have a buffer zone to prevent number transfers taking place on a working day, which is close to the PAC expiry date.

You should be able to get another PAC from your old provider on 24th July though. 
🤞

 

I
Rank
Userlevel 1

Hello @IDbiertj,

Just checking, what date are you selecting for the date of the switch?

What date does the PAC code you’ve been provided show as expiry for?

SIM cards are sent via Royal Mail so this takes 2-3 days.

Next Day delivery is only applicable on handset contracts which should be outlined on our website.

Mohammed

Thanks for the prompt response Mohammed. 
The ‘Switch to ID Mobile’ page requests a number of items but does not include an option to select a date. Presumably the switch happens by the next working day when PAC submitted. 
PAC expires 23/07/2023. 
FAQs states “If you order a phone, tablet, or SIM before 8pm Monday-Thursday, you'll get FREE next day delivery from the DPD (UK) express parcel delivery service where possible.”

andewhite
Rank
Userlevel 8
Badge +9

Okay @IDbiertj, the switch only happens the next working day if the PAC is submitted before 17:30 on a working day.

The timescales are: 

 

I
Rank
Userlevel 1

Okay @IDbiertj, the switch only happens the next working day if the PAC is submitted before 17:30 on a working day.

The timescales are: 

 

Hmm. The issue is that the ID Switch page will not process the information provided, even tho’ there is plenty of time as outlined in your screenshot. 
 

I’ve attempted to submit the PAC etc but get the message at the top of this post/ title of this post. 

I
Rank
Userlevel 1

Okay @IDbiertj, 23rd being a Sunday. 

Unfortunately, number transfers can only be scheduled Monday to Friday. 
It appears iD have a buffer zone to prevent number transfers taking place on a working day, which is close to the PAC expiry date.

You should be able to get another PAC from your old provider on 24th July though. 
🤞

 

Hmmm. Spoken with existing provider. The said that “the current PAC is still valid, and even when it expires the same code would still be issued.”

andewhite
Rank
Userlevel 8
Badge +9

Okay @IDbiertj, I’m not sure how that can be true because surely there’s an expiry date linked to the PAC. I guess you’ll find out on Monday 24th July - assuming you ask your old provider for another PAC.   

Mobile number portability is regulated by OFCOM, and the UK mobile networks manage the operational processes via the MNP OSG (the UK Mobile Number Portability Operator Steering Group). Not sure if iD are members or do this through their network partner Three UK.

https://mnposg.org.uk/ 

Mohammed
Rank
Userlevel 7
Badge +10

Hey @IDbiertj,

You can only select the date after submiting the information so it looks like you are being prevented from doing so, therefore not seeing that date select option.

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.

Mohammed

 

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Bruce Spence
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Userlevel 1

What is the point of having these FAQs if you then go to a Private Message session. I’ve got the same issue and this certainly does not help me.

Kash
Rank
Userlevel 7
Badge +7

Hi @Bruce Spence,

If we ever need to PM a customer it’s because we need to check the account and escalate the issue.

Do you require us to PM you so that we can check your account?

 

Kash

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
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