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Cancelling your contract - An updated guide

by davethorp on ‎27-06-2019 12:11 - last edited on ‎01-07-2019 12:20 by Community Manager (18,508 Views)

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?

 

Yes!

 

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

Comments
by Cleoriff
on ‎27-06-2019 12:25

Thanks for this updated version @davethorp  thumbsup

by TallTrees
on ‎27-06-2019 13:30

Hey, great guide ~ thanks it will no doubt come in very useful @davethorp 

comprehensive too heart eyes

by Bambino
on ‎27-06-2019 13:45
Thanks for the update @davethorp. O2's changes are long overdue.
by Cleoriff
on ‎27-06-2019 13:47

@davethorp 

Just to add to your last paragraph here ...

 

"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"

 

Your service WILL continue if you don't use your PAC or STAC. However, if not used withing 30 days, either code will become invalid. This means you will have to make another request IF you decide later you want to move network.

 
by davethorp
on ‎27-06-2019 13:48

@Bambino wrote:
Thanks for the update @davethorp. O2's changes are long overdue.

Actually all this is OFCOM’s doing and every UK network has to comply with it by 1st July. Many networks have the systems in place now. Not sure if O2 does but if they don’t it will be coming in next couple of days

by Bambino
on ‎27-06-2019 13:51
Typical of O2 to make the changes because they have to instead of staying ahead of the curve.
by davethorp
on ‎27-06-2019 13:52

@Cleoriff wrote:

@davethorp 

Just to add to your last paragraph here ...

 

"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"

 

Your service WILL continue if you don't use your PAC or STAC. However, if not used withing 30 days, either code will become invalid. This means you will have to make another request IF you decide later you want to move network.

 

I’m passed the editing window now

 

The first sentence of your suggestion is pretty much covered by what I said but adding something along the lines of

 

”If a PAC/STAC is not used within 30 days it will expire and a new code will have to be requested should you still wish to move your number or terminate your number”

 

to the end of my guide should get the message across there

 

Presumably the forum team can add that in if/when this gets moved to the guides section

by jonsie
on ‎27-06-2019 20:56

Nice update @davethorp , as you say it as due with the changes coming in. thumbsup

by davethorp
on ‎01-07-2019 11:41

One more question that could do with adding to the first post somewhere

 

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

by Cleoriff
on ‎01-07-2019 12:07
@davethorp. A suggestion that the guide title should be changed to 'Cancelling your Contract and obtaining your PAC/STAC' Purely because this guide will replace TWO existing ones currently in use.
by Projectionist
on ‎01-07-2019 20:10

This new system is well overdue !

I have transferred my number around 10 time since I got it in 2002, usually to take advantage of better signal, or better value. I'm happy here for now, mainly since O2 easily  has the best signal in the South Lakes, but it has always been a pain in the fundamental orifice to change, what with the deliberate obstacles put in one's way, and the sad attempts to persuade you to change your mind.

Three cheers to OFCOM - about time....

 

by MI5
on ‎01-07-2019 20:16

@Cleoriff 

Both guides will stay in place due to the number of redirects and links on the forum and O2 website.

The standard PAC guide has been updated and will go live tomorrow. This thread will stay as cancellation, with obvious overlaps in both.

by Cleoriff
on ‎01-07-2019 20:28
@MI5 That sounds good to me.
by MI5
on ‎01-07-2019 20:30

thumbsup

by MarcusB
on ‎05-07-2019 11:09

Where from the MyO2 website can I request a STAC code?

I started a live chat and they were no help, I do not have access to my old O2 phone and so cannot text or call from it to request a STAC code.

by MI5
on ‎05-07-2019 11:17

@MarcusB 

You should be able to get it through your MyO2 http://www.o2.co.uk/myo2

by MarcusB
‎05-07-2019 11:19 - edited ‎05-07-2019 11:26

@MI5 
I am logged in and on that web page now, there is no mention of a STAC code anywhere.

Where do I go from that page?

by MI5
on ‎05-07-2019 11:28

@MarcusB 

Go to "My details" https://accounts.o2.co.uk/manage then scroll down to the bottom where it says "Leaving O2" (or similar).

by MI5
on ‎05-07-2019 11:28
by Anencephal
‎14-08-2019 22:28 - edited ‎14-08-2019 22:35

To be clear - if you request a PAC within the last 30 days of your contact you will also incur a termination charge. Not just if more than 30 days as it says above. That's according to what I was told on the live chat.

by MI5
on ‎14-08-2019 22:38

@Anencephal 

You will only incur termination charges if you use your PAC before you complete your minimum term of your contract.

There are no charges for requesting a PAC at anytime.

Live chat don't know what day it is half the time so ignore them.

by Anencephal
on ‎15-08-2019 07:09
@MI5 Agreed. Lack of specificity on my part - I didn't mean to imply there was a charge for requesting the PAC in and of itself.

I assume the termination charge is not in addition to any normal payment for the last month? E.g. my contract ends 14 Sept. My normal billing cycle on 18 Aug will be the month from 18 Aug to 17 Sept. If I use my PAC prior to 14 Sep I will pay for the time up to 14 Sep once and once only. The termination charge won't be in addition to the normal bill.

I hope I've explained that clearly?!
by MI5
on ‎15-08-2019 09:16

@Anencephal 

Yes that is correct.

The termination charges effectively replace any future bills.

by Kadaj22
on ‎05-09-2019 19:58

This could do with some advice on how to cancel within the 14 days of starting a new contract. Otherwise very informative and well written.