With some new rules coming into force on Monday 1st July 2019 making it easier than ever to cancel your contract and switch networks it’s probably time to update the old guide on cancellation to use the new improved process
I want to cancel my contract and transfer my mobile number to another network
To do this you need a PAC code. The easiest way to get a PAC code is to text PAC to 65075
You will then receive a text message containing your PAC code (or depending on the network a message asking for security information). Your PAC code will consist of 3 letters which identify the network followed by 6 numbers
You should also be able to request a PAC code online using your online account
You then give the PAC code and the number you want to bring across to your new network and it should transfer the following working day (if submitted before 17:30 on a working day) or within 2 working days if submitted after the cut off or at the weekend. You can also select a day of your choosing for the transfer to complete.
Under the new process your old supplier can no longer charge you a notice period for leaving and your old service will terminate automatically on the date arranged with your new network
I want to cancel my contract. I have already signed up to a new network but I do not want to transfer my number
This has just got a LOT easier with the addition of STAC codes. To obtain a STAC code text STAC to 75075
You should then receive a text with your STAC (or depending on the network you may get a follow up text asking for security information). A STAC code consists of 6 numbers followed by three letters which identify the old network.
You should also be able to request a STAC code from your online account
Give the STAC code and the number you want to close to your new network and the old number should close down the following working day (if the code is given before 17:30 on a weekday) or within two working days if the code is given after the cut off or at a weekend. You can also choose for the old service to terminate on a date of your choosing
Under the new process your old supplier can no longer charge you a notice period for leaving and your old service will terminate automatically on the date arranged with the new network
I want to terminate my contract but am not signing up to a new mobile network
Two options here. You can follow the original guide linked above or you can get a PAYG sim for any network that is different to the one you are leaving and give them a STAC code to close down your old account
How much will I be charged for leaving?
You can no longer be charged for a 30 day notice period under the new system which is designed to prevent people from paying twice for a mobile service unnecessarily as was common under the old system
However if there is longer to go on your contract than 30 days you may be charged an early termination charge. You should be provided with information on this with your PAC/STAC or you can text INFO to 85075 to get details on any early termination fees that may be payable. If you are on O2 Refresh/O2 Custom Plan and there are payments to go on your credit agreement these will become due if you leave
Is there a difference between a PAC code and a STAC code?
PAC codes take the format ABC123456 where ABC is 3 letters to determine the losing network and 123456 is a unique code linked to your old mobile number. PAC codes are only used if you want to keep your number and transfer it to a new network
STAC codes take the format 123456ABC and are only used if you don’t want to keep your number
The two code types are not interchangeable and you must get the correct code depending on if you want to keep your number or not. It is possible to be issued with both types of code if you aren’t sure of your intentions and they remain valid for 30 days however you must give the correct code to your new network depending on if you want to keep your number or not
Once you use a STAC your number is lost so you must be sure this is what you want before giving a STAC to your new network
What happens if I request a PAC code or STAC code but don’t use it. Will my line terminate after 30 days?
Put simply, and this was an often source of confusion with the old system, if you generate either code but do not use them nothing will happen! Your service will continue on your old line. Requesting a code does not terminate your service. Using either code and giving them to a new network are the only things that will terminate your service
I have a multi line account. How do I get a PAC/STAC/Switching Info?
Unfortunately for some bizarre reason if you have more than one line on your account you cannot use the text service even though it should be blindingly obvious which number is making the request when you send the text or the text service could have asked which number the request relates to rather than just plain refusing the request
You can however still obtain a PAC/STAC/Switching info from your online account
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