[3GScottishUser]

3 went to the High Court on Tuesday (4 December) in an attempt to force all four rival networks to hand over internal documents relating to number porting, amid allegations of collusion and anti-competitive behaviour.

3 is concerned that customers are deterred from switching to its network because of the perceived hassle of moving mobile numbers across operators, and is alleging that Vodafone, T-Mobile, O2 and Orange are intentionally slowing the process down.

T-Mobile, O2, Orange and Vodafone met with 3 in the High Court to fight the request.

3 CEO Kevin Russell pinpointed the issue of porting six months into his role as boss of the UK’s smallest operator. Russell described the situation as ‘unacceptable’, adding that the five-day porting process allowed networks enough time to try to persuade customers to remain with them, especially as users have to seek a porting code directly from the operators.

A spokesman for 3 cited Ireland and Australia as examples of markets where quicker porting times created ‘less imbalance’ among rival networks. In both countries, the process takes two hours.

A spokeswoman for Orange said it would oppose 3’s application for pre-action disclosure. She said: ‘We believe that the request is purely speculative in order to try to substantiate 3’s totally unfounded allegations that Orange, and the other mobile operators, have engaged in anti-competitive behaviour in relation to mobile number portability.’

The action could potentially undermine the power of Ofcom as independent arbiter of competition within the mobile industry.

http://www.mobiletoday.co.uk/news.aspx?id=27584

3 is the second network to ditch its 14-day money back guarantee, after Orange scrapped its offer in September.

It is thought the two operators have decided that the cost incurred by customers returning handsets has become too high, and that the benefits of the deal are far outweighed by the losses.

Under Trading Standards regulations, customers who buy from distance sellers still have seven days to return products, but people who buy into Orange and 3 contracts from dealers in store no longer have that option. Only faulty products that are bought from in-store dealers are now refundable.

O2 and Vodafone still have two-week money back guarantees in place, while T-Mobile only refunds customers in certain circumstances.

http://www.mobiletoday.co.uk/OperatorNews.aspx?id=27594

[miffed]

Hmm , so Three are suggest they turnaround PAC's faster than everyone else?
Surely they are setting themselves up to look a bit silly here ? getting even the simplest things from 3cs is a nightmare - I imagine PAC's are no different !
Unless , of course , things have changed dramatically recently

[Ben]

Personally, with contracts getting longer and longer, I think that a 14 day cooling off period should be the law. Shame on Orange and Three for setting a dangerous precedent.

Regarding porting, yes, it does take too long and should be speeded up sooner, not later.

[miffed]

Regarding porting, yes, it does take too long and should be speeded up sooner, not later.

Oh , I agree 100% - but are Three really in a position to call for this ? they are suggesting they are not among the offenders !

[Hands0n]

I think that 3 certainly was a capital offender, previously. But with Kevin Russell at the helm they do seem to be turning things round quite quickly. I applaud Kevin for steering this action and hope that he succeeds. The cosy cartel of the main mobile operators and OFCOM has gone on quite long enough. It is one big old boys club and needs dissolving in the 21st century. It is way past it's sell-by date.

[gorilla]

This all resembles the banks and how long it takes to transfer money from one institution to another. There really is no reason other than profit.

The same can be said for number porting. We all know it only takes minutes, but the networks claim otherwise.

I've been on the end of all the networks, vodafone were the worst. It took a month to get the PAC, O2 pretty much give it up over the phone and 3 sent a letter which arrived 3 days later. Then you ring the new operator who claim it takes 7 days. WTF?

Why can't you ring up, get your PAC, phone up your new operator, give them the PAC and hey presto!

Who gets calls long after they have signed a new contract, offering them great deals? I'm sure loads of people do, so cold calling will never disappear, but the ease of moving networks should be opened up.

[hecatae]

3 will generate a PAC within 5 minutes of you requesting it, and call you back within the hour if they have a problem generating it.

They also advise it'll last for 30 days, and it does not mean you want to cancel your contract until you use it.

[bsrjl1]

I had nothing but problems with the PAC they gave me last month, ended up speaking to really helpful lady in the TM porting team who told me there weren't any details attached to the PAC code. Back to 3, who eventually agreed to give me a new code. Moral is don't try to port at the weekend, as you can't speak to anyone about it!

[vfDeac27]

Hi Gorilla,

Really sorry if it took a month to get your PAC with us, this is most unusual and your PAC can normally be with you within 5 working days.

When a PAC is requested, the advisor who you speak with won't have access to the nationwide system that is used to issue PACs and claim numbers. Your request has to go into a queue for a specialist team to work and login to the system to get the details.

Having millions of customers, you can imagine we have lots of requests waiting all at once and they are worked on a first come first served basis.

All PACs currently must be made available within 48 hours of the request. Normally at that point the PAC is available and is pasted onto your account notes. It is then put onto a letter and posted out to you which again takes a couple of days. Certainly it shouldn't take a month and I apologise for that Gorilla.

Hope this helps add some value to the thread.

vfDeac27
Vodafone UK

[The Mullet of G]

Hi Gorilla,

Really sorry if it took a month to get your PAC with us, this is most unusual and your PAC can normally be with you within 5 working days.

When a PAC is requested, the advisor who you speak with won't have access to the nationwide system that is used to issue PACs and claim numbers. Your request has to go into a queue for a specialist team to work and login to the system to get the details.

Having millions of customers, you can imagine we have lots of requests waiting all at once and they are worked on a first come first served basis.

All PACs currently must be made available within 48 hours of the request. Normally at that point the PAC is available and is pasted onto your account notes. It is then put onto a letter and posted out to you which again takes a couple of days. Certainly it shouldn't take a month and I apologise for that Gorilla.

Hope this helps add some value to the thread.

vfDeac27
Vodafone UK

I tried to unlock a Nokia N80 from Vodafones network about 3 months ago and it wasn't a positive experience, cue a 35 minute phone call and the operater making me hold for 10 minutes only to come back with a PUK code, even though I'd explained carefully what I wanted, I was then told they'd post the unlock code out within 14 days, after 16 days of nothing I phoned only to be told I shouldn't even have had to wait 14 days and they promptly gave me the unlock code. All in all a pretty dismall experience.

PS. I realise my post isn't about PAC codes but its semi relevant in a roundabout way. :)

[3GScottishUser]

My recent experience has been positive re Vodafone.

PAC requested and provided by mail within 48 hours.

PAC used before expiry date and a seamless transfer effected.

I may have left Vodafone for now but I would no hesitation returning as I am very confident about the quality and reliability of their customer service.

Not speaking too soon I hope .... but 3 have improved too in the CS dept. Mumbai have been polite, accurate and helpful and 3 now keep in touch with helpful tips by e-mail. It's a world away from the shambles 18 months ago.