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How to get your PAC [July 2019 Update]

by MI5 on ‎24-05-2017 21:33 - last edited on ‎02-07-2019 07:51 by Community Manager (293,377 Views)


You can find an updated cancellation guide, including the PAC/STAC changes that came into place on 1st July 2019, here.


 

In addition to the "old" methods below, you can now obtain your PAC via a simple free text message.

The easiest way text PAC to 65075.

You will then receive a text message containing your PAC code along with details of any termination fees.

The information provided will be as accurate as possible at the time, but may change. You can find more information in our FAQ on what’s included in your estimated remaining charges.

If you have multiple numbers on your account, or if you have an Apple Watch on a Pay Monthly plan, you won’t be able to use the text service. You’ll need to go to My O2 or give us a call to request your PAC code. If you want to switch more than 24 numbers at a time, we’ll be able to help you on the phone or you can make more than one request in My O2.

Please note that the service only works if you are in the UK too.

More info from O2 can be found here https://www.o2.co.uk/help/account-and-billing/switch

If you just want to know what any termination fees might be, text INFO to 85075.

 

"Old" methods of obtaining an O2 PAC Code.

 

If you wish to move mobile networks and keep your mobile number, you will need a Porting Authorisation Code (PAC) which is normally 9 characters long and in the format "ABC123456").

They are used by UK Mobile Networks to facilitate mobile number portability (MNP).

 

  1. Contract customers can call on 202 or request via live chat Chat Now 
  2. Pay as You Go Customers must call 4445. If you don't have any credit, call fom a landline or borrowed mobile on  0344 8090222 or 07860 980 202 (no other option to use Chat).
  3. Your PAC Code is valid for 30 days from the date O2 gave it to you.
  4. O2 will then let you know whether you have fulfilled your contractual agreement, if applicable.
  5. Once you have supplied your PAC to your new network your current contract with the O2 will end immediately the port completes and O2 will generate your final bill.
  6. It is strongly advised that you do not cancel any Direct Debits until your final bill is fully settled.
  7. Once you have paid your last bill (up to a month after leaving) it will show in your MyO2 as a disconnected account detailing your latest bill with the date paid MyO2

Please note: If you are an Refresh customer remember to pay off your device plan before requesting your PAC. 

 

If you are porting from another Network Mobile Operator to the O2 Network.

Porting your mobile telephone number to the O2 Network is straight forward. 

  1. Ask for a PAC Code from your current Mobile Network Operator and then contact the O2 customer service contact us and they will take care of the rest.
  2. Your current Mobile service provider will let you know whether you have fulfilled any contractual agreement you may have with them.
  3. If you are bringing your own handset with you then ensure it is unlocked to accept all network sim cards.
    If your handset is locked to your current network then you will need to follow their process to request the unlocking process of your phone.
  4. O2 will send you a text message on the day of the transfer to keep you up to date with things. 

Further detailed Instructions are here Keep your mobile number 

Comments
by lovemyphone
on ‎24-05-2017 21:52

Thanks for the update @MI5

by Cleoriff
on ‎24-05-2017 22:17

Good update @MI5. It needs to be added to the Index of help guides and the obsolete one removed?

https://community.o2.co.uk/t5/Other-Products-Services/Index-of-Community-Guides/m-p/638349#U638349

by Community Manager
on ‎25-05-2017 09:58

Great work @MI5! Awesome to have an updated guide on all things PAC! 

 

@Cleoriff I'll update the index today Smiley Wink

by Cleoriff
on ‎25-05-2017 10:18

Thanks @Martin-O2It just saves confusion....(mine usually) Smiley Very Happy

by Community Manager
on ‎25-05-2017 10:54

@Cleoriff Haha! Don't worry I can get confused sometimes and I work here! 

by Community Manager
on ‎25-05-2017 13:01

Awesome, thanks for the update @MI5! Cat

by MI5
on ‎25-05-2017 13:08
No worries guys Smiley Happy
by MI5
on ‎25-06-2017 13:53
Let us know how that works out for you.
by jonsie
on ‎25-06-2017 14:08

Yes good luck

by Anonymous
on ‎27-06-2017 13:58

hello i need my pak code 

 

by MI5
on ‎27-06-2017 14:05
You need to follow the method described above. You won't get it by posting on the forum I'm afraid.
by Community Manager
‎27-06-2017 15:45 - edited ‎27-06-2017 15:48

@Anonymous If you follow the steps in @MI5's guide you should get your PAC code without any issues. If you have any problems with the process please let us know Smiley Wink

by Anonymous
on ‎17-10-2017 23:24

Hi I have a problem. I followed the steps and I got PAC code but my new network tell me it's void. What's going on?

by MI5
on ‎17-10-2017 23:35

Ask again as they may have given you a PUK by mistake. 

It should start with "te” or “tef” then some numbers .

by MI5
on ‎17-10-2017 23:38

Or if over 30 days old it will have expired so you need a new one. 

by Anonymous
on ‎06-11-2017 11:30

Is there a way to get a PAC without topping up? £1 topup would be fine, but it seems that minimum all over is £10. I'm on Pay and Go

 

by MI5
on ‎06-11-2017 11:36
If the sim has never been topped up at all, O2 ask for a minimum £10 top up. However, if you are just out of credit there is no need to top up, unless your call to 4445 cannot be made without it.
by Anonymous
on ‎06-11-2017 11:44

I have previously topped up, but it won't allow me to make the call to 4445, keep being diverted to topup service. Really quite shocking that a call to 02 from an 02 number needs to be paid for, and will cost £10!

 

by MI5
‎06-11-2017 11:49 - edited ‎06-11-2017 11:50

There is a local rate call number from your landline on this link, or borrow another mobile and the number is included in allowances http://www.o2.co.uk/contactus  (0344 8090222)

by Cleoriff
on ‎13-12-2017 12:17

Thanks for updating this @MI5 Now have have all numbers PAYG customers can call. Excellent..

by Anonymous
on ‎26-01-2018 11:21

The only way you can obtain a pack code is to go through the cancellation team on 202 - don't waste your time with chatbox as they don't have authorisation.

They have to pass it to the team to try and persuade you to stay!!

 

 

by Cleoriff
‎26-01-2018 11:25 - edited ‎26-01-2018 11:26

@Anonymous

You can call 202 or use Live Chat if on contract

PAYG customers have to call 4445.

No network can refuse to give you your PAC

 

by MI5
on ‎26-01-2018 11:35

Indeed, as stated sleeping

by Meeseeks
on ‎17-04-2018 18:39

I was wondering if anyone knew when and how you provide the PAC number to your new service provider?

by MI5
on ‎17-04-2018 18:43
@Meeseeks every network will have a different process in terms of whether you can do it online or if you need to call. Best to Google for the customer service number of your new network and ask them directly.
by scobo
on ‎09-08-2018 11:49

Just rang them as I'm moving to Sky mobile (O2 network).

Naturally, the guy did everything he could to try and stop me leaving but when I pointed out that Sky are doing 2gb data for £3 a month, he finally caved in but tried to tell me to ring back once I get the new sim.

Wasn't too happy with this as I'd already spent 20 mins on the phone (didn't realise you can do it on chat, doh) so reminded the guy he has a legal obligation to provide the code NOW. 

He conceded and said he would text me a code which I should receive within a few minutes. That was about half an hour ago and still no text.

How long does it usually take to get a code ?

by MI5
on ‎09-08-2018 11:58

You should get it immediately.

Call again - all networks try the same stalling tactics unfortunately.

OFCOM have announced some changes which should come into effect soon where customers will be able to text a number to receive their PAC, which should be much easier.

by scobo
on ‎09-08-2018 12:08

Cheers MI5. 👍

I'll try the live chat later if I don't get a text this afternoon, I suspect the guy hasn't processed the request. He sounded a bit of a smarmy git !

 

 

by MI5
on ‎09-08-2018 12:14

Good luck mate Smiley Happy

by scobo
on ‎09-08-2018 20:02

Well, surprise surprise, no text came this afternoon. 

So I just used the live chat and now have my pac code. 

Seems the staff on the phone lines can't be trusted to deal with this !

 

 

 

by MI5
on ‎09-08-2018 20:18

Glad you got sorted eventually.

by scobo
on ‎13-08-2018 18:25

Just to confirm my pac code worked and my number switched to Sky today.

So apart from the call I made to O2 On Friday morning, it all went pretty smoothly.

In case anyone else finds O2 (or any other network) try to fob them off when requesting a pac code, I found this on the Ofcom site .....

 

"A PAC must be provided to you immediately over the phone or within two hours by text."

 

 

 

by Nile
on ‎17-08-2018 00:25
i dont know how to get a pac code
by jonsie
on ‎17-08-2018 00:31

@MI5 wrote:

Obtaining an O2 PAC Code.

 

If you wish to move mobile networks and keep your mobile number, you will need a Porting Authorisation Code (PAC) which is normally 9 characters long and in the format "ABC123456").

They are used by UK Mobile Networks to facilitate mobile number portability (MNP).

 

To obtain a PAC Code from the O2 Network you must contact customer services. There is currently no option in your MyO2.

  1. Contract customers can call on 202 or request via live chat Chat Now 
  2. Pay as You Go Customers must call 4445. If you don't have any credit, call fom a landline or borrowed mobile on  0344 8090222 or 07860 980 202 (no other option to use Chat).
  3. Your PAC Code is valid for 30 days from the date O2 gave it to you.
  4. O2 will then let you know whether you have fulfilled your contractual agreement, if applicable.
  5. Once you have supplied your PAC to your new network your current contract with the O2 will end immediately the port completes and O2 will generate your final bill.
  6. It is strongly advised that you do not cancel any Direct Debits until your final bill is fully settled.
  7. Once you have paid your last bill (up to a month after leaving) it will show in your MyO2 as a disconnected account detailing your latest bill with the date paid MyO2

 

If you are porting from another Network Mobile Operator to the O2 Network.

Porting your mobile telephone number to the O2 Network is straight forward. 

  1. Ask for a PAC Code from your current Mobile Network Operator and then contact the O2 customer service contact us and they will take care of the rest.
  2. Your current Mobile service provider will let you know whether you have fulfilled any contractual agreement you may have with them.
  3. If you are bringing your own handset with you then ensure it is unlocked to accept all network sim cards.
    If your handset is locked to your current network then you will need to follow their process to request the unlocking process of your phone.
  4. O2 will send you a text message on the day of the transfer to keep you up to date with things. 

Further detailed Instructions are here Keep your mobile number 

 

Summary.

Contract customers can get a PAC from live chat or by calling 202, but PAYG customers must call on 4445.


 

by Cleoriff
on ‎17-08-2018 06:37

@Nile

To get a PAC code follow the advice in this guide above please

by albert
on ‎03-09-2018 10:09

I have seen some comments about customer services/retention trying to convince people to stay by offering a better deal.

When I rang for my PAC I refused to say who I was moving to and explained (truthfully but politely) that my experience with O2 over the last three months had convinced me to move and that even a free call offer would not budge me. The nice lady accepted this and I got my PAC read out over the phone and texted to me immediately.

Hope this helps someone else.

I won't be back!

by nhungtran
on ‎09-10-2018 14:19

I call 4445 to get a PAC code but it is 8 digit number (not in ABC123456 format) T__T

I called 2 times and system provided me the same number.

How to deal with that?

by MI5
on ‎09-10-2018 14:26
Maybe they give you a PUK instead?
by anticpated
on ‎07-11-2018 23:49
Try not to Do this over the weekend. It caused me major issues when the transfer never went through properly.
by Cleoriff
on ‎03-07-2019 07:29
Great to see the updated version. Thanks @MI5
by pgn
on ‎03-07-2019 08:28

Nice to see these Guides are living guides, amended to account for any changes since first written. 

 

Thanks, @MI5

by jonsie
on ‎03-07-2019 19:40

I think it's good to see new changes being edited though I still believe that guides should be locked so that there aren't endless posts tacked on. However it's also good to hand out praise when deserved.

 

by Cleoriff
on ‎03-07-2019 19:51
I agree with that @jonsie. Particularly when some of the earlier comments aren't relevant to the updated guide. Probably leave it unlocked for a month to allow comments and questions and then lock all the guides.