adj.

1. Exceeding what is necessary or natural; superfluous.
2. Needlessly wordy or repetitive in expression: a student paper filled with redundant phrases.
3. Of or relating to linguistic redundancy.
4. Chiefly British. Dismissed or laid off from work, as for being no longer needed.
5. Electronics. Of or involving redundancy in electronic equipment.
6. Of or involving redundancy in the transmission of messages.

It's all over. Thankfully. It's been like watered-down beer for ages. We've finally managed to force down the last dregs, and now it's time to go home.

I'm transferring my mobile phone from work to myself. This is an easy process: You call your existing mobile supplier and request a PAC code. You then give this to your new provider and they transfer your number over. Or so they claim...

First I went to the Vodafone shop on Cheapside, central London. After queing for 10 minutes, we went through the whole shooting match of which tariff, which phone etc etc. The chap even got the phone out of the store room and showed me it, checked the box contents etc. Then he asked me for my PAC code...

Then we waited...

Then I waited as he phoned someone to check. Then he told me that actually I don't need a PAC code, I need to call Vodafone and ask for a 'transfer of ownership' form. He sent me away, empty handed.

Clearly from a customer service point of view, this was a disasterous mistake for Vodafone. Firstly, they should do everything they can to keep you in store and on Vodafone. Secondly, why don't they have these forms? As it turns out, it's just a duplicate form, which we could have got filled out in the store (actually, my employer needs to fill in a bit, but if I've got my half of it done, I'm well on the hook and far less likely to go elsewhere).

So anway, shunned by Vodafone, I decide I'll go where phones have happier lives: The Carphone Warehouse (Clapham Junction, London). I speak to Maria, who was brilliant. She went through all the things I might need to know, showed me the upgrade of my phone, explained how it was better etc etc. When I asked her what other phones I could have, she was a bit vague, really resorting to asking me if I had my eye on anything. Anyway, we settled on a phone and a deal, with 02 I might add. She did a credit check, which curiously wasn't perfect (as it usually is), but never the less, I was ready to go.

Then we try the PAC code.

Then we wait...

Then I wait as she calls for help. She then tells me that the PAC code is invalid, perhaps because it's one code for three phone numbers. She tells me I need to call Vodafone to sort it out.

Again, I leave a phone shop empty handed. However, she's given me a sheet with all the details written on it, so in theory I can walk right back in and save a whole load of time. She's left me thinking Vodafone are crap and the Carphone Warehouse are alright.

I go home - big mistake - I should have just called Vodafone right there. Anyway, I call them, and they tell me the PAC code is valid, and has been activated to transfer my number (in about five days time).

I then call the Carphone Warehouse in Clapham Junction. No answer. I find another number for them. No answer. Pretty rubbish for a shop that does phones!

Then I call their central 'customer care' centre (on an 0870 number, so it ain't cheap), and speak to Carl. He and I go through a few things, and then he check the dreaded PAC code with me.

Then I wait...

And some more....

In fact, about 12 minutes more...

Then Carl tells me that his team are saying the PAC has been activated but definitely not by the Carphone Warehouse, so they're powerless to do anything. He explains I need to call Vodafone to sort it. He gave me his direct number though, so at least I don't have to navigate the perils of the phone system.

I call Vodafone, and speak to Philip. He clearly sensed my annoyance, and turned on the charm. I ask him to check my PAC code. Unfortunately, even though you can call Vodafone Business Support until 7pm, the PAC people go home at 5.30, so there's nothing he can do until next morning.

So anyway, in the morning I call Vodafone again, and again get bounced over to the Carphone Warehouse, who bounce me back to Vodafone, who (despite my pleading) bounce me back to the Carphone Warehouse. This time, they spend about 45 minutes investigating. I get a call back, telling me basically what I heard the first time - the PAC transaction is underway, but definitely, 100% certainly nothing to do with the Carphone Warehouse. They ask me if I've used the PAC anywhere else... Oh yes, in the Vodafone shop, when it wasn't even needed.

Anyway, as if this isn't tedious enough, a call to Vodafone sorted it out (after another 10 minutes). Vodafone, despite having told me the opposite earlier issued me with a new PAC, having cancelled the old one. Finally! Now it's finally all underway... New phone and contract should be with me next week.

Needless to say, I'm not at all happy with Vodafone. In fact, I emailed Arun Sarin, CEO of Vodafone with the whole sordid story. I found his email address here (along with numerous others). I'm not expecting much, especially as I've left now, but hey, at least he'll be feeling it a bit.

Update 23/11: I just got a call from a chap at Vodafone. He said "I will do anything I can to keep you on the Vodafone network". Sadly, he's too late, but he seemed really switched on and keen to make it all good. He's given me his personal number to call when my O2 contract expires.

Update 15/02/09: I've just had a world of pain with The Carphone Warehouse/O2. It turns out their Loyalty Department guard their PAC Codes, and will do almost anything to keep you if you're unhappy. Call them on 0870 111 7200 (extension x442 2100).

I've been doing some 'cold calling' to people that have recently been sent something in the post. Like most people, I don't like cold calling, because either you can't get through to the people you want, or people aren't interested. However, I'm pleased to report that I've had a modest amount of success.

I can't explain how much better I feel about everything now. It might well come to nothing, but it feels very good (especially as I've hardly started this whole process).