Switch providers with our step-by-step guide
From 1 July 2019, new regulations were introduced to make switching mobile phone providers easier than ever for customers. If a customer wants to switch mobile phone providers, they can now request a PAC or STAC code via text, online or by phone. Below are the details of how to request your codes if you want to make the switch:
|Step 1||Step 2||Step 3||Step 4|
|Customer requests the switching code by texting a free number, going online or calling their provider.||Customer receives code along with important account details, e.g. any outstanding charges owed.||When the customer is ready to switch, they give the code to their new provider.||Service is switched within one working day. The old service ends on the same day and there are no notice period charges to pay.|
Text “INFO” to 85075 to receive an SMS detailing relevant information such as your contract end date.
Text “PAC” to 65075 to receive an SMS listing your PAC code, which can be used to transfer your number over to your new provider.
Text “STAC” to 75075 to receive an SMS listing your STAC code, which can be used by your new provider to disconnect your existing number, in the event they are providing a new one.
Any early termination fees will also be included in all text messages.
Our online self-service portal also has a new section that allows customers to retrieve their PAC and STAC codes and their Switching Information easily and efficiently online.
Click here to log in, go to the switching page and follow the on-screen instructions.
Alternatively, our support teams are here to help and can provide all the information you need to know about switching and all of our other services. Call us now on 03333 202 000.
Once a code has been requested, the customer then receives it, along with important account details, including things like any outstanding charges they may owe.
A response from the provider via the means requested, or by SMS, detailing all required information including codes and related charges, must be provided to business customers within two working days, or within two hours if the customer has a consumer agreement with their provider.
When the customer is ready to switch, they give their code to their new provider. Once the customer has received a PAC code or a STAC code, it is then the customer’s responsibility to give this to their new provider. The codes will only be valid for 30 days.
The phone service will switch within one working day. The old service ends on the same day, and there are no notice period charges to pay.
It will be the new provider’s responsibility to take ownership of the existing mobile phone number using the PAC code or to provide a new mobile phone number and ensure the old number is disconnected from the old provider using the STAC code.
The process must be actioned and completed within one working day of receiving the relevant code from the customer.
Points of Note
– PAC’s and STAC’s are Valid for 30 days
– The above ‘Request by SMS’ processes can only be used for a single request at a time and can only be used for the mobile phone number sending the SMS
– Requests for between 2-24 numbers can be requested online or by phone, and are covered under the policies laid out under the new regulations
– There is no charge for SMS sent and received when using this service
– Contracted notice periods and related fees are not chargeable when using this service