Having trouble getting your PAC code from your old mobile network? If you have requested it already but have yet to receive your PAC feel free to use this letter template to lodge a complaint. In our experience, sending a letter like this quickly resolves any problems and will help you get your PAC quickly. Remember, mobile providers are required to issue your PAC immediately over the phone or within a maximum of two hours by SMS. They also cannot refuse to give you your PAC.
If you haven’t received your PAC two hours after requesting it, just fill in the fields below, print out the letter and post it to your mobile network.
[Address line 2]
[Address line 3]
[Address line 4]
Account Number: [account number]
I am writing to complain that I requested a PAC on [insert date] and I have not yet received it. As I’m sure you are aware, Ofcom regulations oblige communication providers to allow their customers to take their mobile number with them if they choose to switch to a different provider.
Under the Mobile Industry Porting Process, the PAC should be issued immediately over the phone or within a maximum of two hours by SMS. I have yet to receive the PAC I requested. If you are unable to issue the PAC, please fully explain the reason(s) why. You should know that under Ofcom regulations, a PAC request cannot be refused due to outstanding bills or charges.
I hope this issue can be resolved shortly but, if you are unable to do so, please tell me the next steps in your complaints procedure.