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Cancelling your contract - An updated guide

by on ‎27-06-2019 12:11 - last edited on ‎01-07-2019 12:20 by (71,638 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
on ‎04-05-2020 23:07

I want to cancel my contract but there is no clear method of doing so. Who do I need to speak to or how do I do it? 

by
on ‎04-05-2020 23:08
Read the guide. The 4th paragraph says to text PAC to 65075!
by
on ‎06-05-2020 12:05
Hi I've got 2 numbers so trying the online method, but just cannot see where to click. Somebody posted a link previously to the manage account section, but just getting an error message. Anyone talk my through it step by step of where I should be clicking? Thanks
by
on ‎06-05-2020 12:13
It's ok have now found it, had to get sent a sms security code to access that part of the account.
by
on ‎03-06-2020 22:42

I'm not sure if this is the right thread, but I'm struggling to get a response from anywhere else. I joined O2 at the end of March and ported my number from EE. Since making the transfer anyone who calls my number from an EE mobile can't connect and gets a "you have dialled an incorrect number" automated voice message. Any ideas? 

by
on ‎03-06-2020 22:49

@DBAD13 

You may have a split port so you'll need to call customer service Guide: Coronavirus Community Help and Support 

The best number to get through seems to be
0800 587 4005

by
on ‎16-06-2020 21:02

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

 

Please advise where and how I can obtain the PAC code from online account .

 I Have tried various ways but been unsuccesful 

Many Thanks 

by
on ‎16-06-2020 21:12

@Dhande0 

We know you need to contact O2 if you have more than one line on your account. As you say, it should be obvious which number you want to cancel but who are we to query the system? yahoo

by
on ‎16-06-2020 21:12

@Dhande0 

The best number to get through seems to be
0800 587 4005

by
on ‎22-06-2020 18:08
What if I want to cancel broadband?
by
on ‎22-06-2020 18:22

@Spin 

Put the BB SIM in a phone. 

You have 100 texts a month on it free. 

by
on ‎25-06-2020 09:49

Thanks @MI5 . Sorted thanks to your help !!

by
on ‎25-06-2020 10:04

You're welcome @Dhande0 

by
on ‎29-06-2020 18:00

Hi, I want to cancel my O2 refresh airtime contract and don't want to keep the number. I have a bill and it's due for payment on July 9th. I have paid for the device in full so is it just phoning or texting for a STAC code and transfer that to a payg Sim from another network? Or do I need to phone CS.

by
on ‎29-06-2020 18:11

@Mbugsy18 

You don't need to contact CS at all . Text for your STAC and transfer to a PAYG sim as you said.

by
on ‎29-06-2020 18:33

Thanks, so once I get my STAC is the airtime contract cancelled or when it actually transfers to the PAYG sim? Also as money hasn't been taken yet will it be taken on July which myO2 indicates will be the case?

by
on ‎29-06-2020 18:58

It will close your account when you transfer to the PAYG sim. You will have one more payment as indicated in July @Mbugsy18 

by
on ‎12-08-2020 06:40
I just want to cancel my airtime. As am on 02 refresh. Need to keep the phone contract going. What is the best way
by
on ‎12-08-2020 07:43

Under the terms of O2 Refresh, that order cannot be done, @tim3  - you may be able to flex down your tariff to get the Airtime lower, but Refresh only allows you to settle the Device Plan early and *then* switch to a different Airtime or SIM only monthly plan. Bit of a balls, really. 

by
on ‎12-08-2020 08:16

The phone is of no use without airtime @tim3