The Disconnections Tab will show you any active disconnections requests that you have with any of your SIMs. 

New Ofcom regulations introduced on 01/07/2019 mean that anyone can request and receive their ‘PAC’, ‘STAC’ or contract ‘INFO’ via SMS. For business users the SMS reply must be sent within 2 working days.

PAC – This Code Allows the user to switch mobile providers and retain their MPN. 

STAC – This code allows the user to switch providers without speaking to their current provider but means they are unable to keep their MPN.

INFO – Is to provide confirmation of their contract end date and if there is any early termination fees. A Switching Code is not provided at this time.

When a request comes into the disconnections tab you will see the field below populated with the following details:

Type – The Type of Request that has been made.

MPN – The Mobile Phone Number that has made the request.

Network – The Network associated with the MPN.

Customer – Which customer this requests belong with.

Approved – Whether Jola believes this request is a genuine request from the customer.

Contract End Date – Date the contract will end.

ETF – Early Termination Fee. This is the cost that Jola will charge for the early termination fee.

The mobile provider must also provide contract end date as well as details of any Early Termination Fees with the PAC / STAC. If your customer requests their PAC / STAC / INFO it triggers an e-mail that Jola send to the nominated Mobile Manager contact at each Reseller. A reminder mail will also be sent after 24 hours. The e-mails will include a link to this page on Mobile Manager. All Mobile Manager users will also see that a request has been made as there will be a flag next to the new ‘Disconnections’ link in the menu bar on the left hand side of Mobile Manager. The options that you will be presented with in the ‘Disconnections’ section will be:

1. Send the SMS reply via Mobile Manager with the PAC / STAC / INFO.
   In all cases you will be required to add Contract End Date / ETF information to be included in the SMS. You also have the option of adding additional text.

2. Decline the request.
   

Ofcom regulations specify that the PAC / STAC / INFO must be issued within the stipulated timescale. The only exception is if the request is fraudulent. Jola Resellers may decline requests if their customer is a company that supply SIMs to their employees and an individual requests their PAC / STAC / INFO without authorisation from their employer. Jola recommends that you always contact your customer before declining a request. If the request is declined it triggers the following response: ‘We were unable to fulfil your PAC / STAC / INFO request, pls contact your SIM supplier’.

If the Reseller has not sent the PAC / STAC code 1 hour before the end of the 2nd working day deadline, Mobile Manager will automatically send this with no reference to either a contract end date or ETF. If an INFO request has not been sent, Mobile Manager will automatically send the message ‘We were unable to fulfil your INFO request, pls contact your SIM supplier’.