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How to get your PAC [June 2021 Update]

MI5
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You can find an updated cancellation guide, including the PAC/STAC changes that came into place on 1st July 2019, here.


 

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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 MyO2.

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

MyO2 process:

1. Log into your MyO2. MyO2 sign in 
2. Select the number you want to get the PAC code for.
3. Go to "More" in the nav bar at the top of the page, a drop down menu will appear.
4. Click update your personal details
5. At the bottom of this page is a "Thinking of switching from o2" section
6. Press continue on this section and follow the next steps, (may have to turn off your ad blocker). and you should get your PAC code if you have multiple devices through my o2.

 

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 from 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 

63 Comments
Anonymous
Not applicable

Thanks for the update @MI5

Cleoriff
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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

Martin-O2
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Great work @MI5! Awesome to have an updated guide on all things PAC! 

 

@Cleoriff I'll update the index today wink

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

Martin-O2
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@Cleoriff Haha! Don't worry I can get confused sometimes and I work here! 

Marjo
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Awesome, thanks for the update @MI5! Cat

MI5
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No worries guys slight_smile
MI5
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Let us know how that works out for you.
jonsie
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Yes good luck

Anonymous
Not applicable

hello i need my pak code 

 

MI5
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You need to follow the method described above. You won't get it by posting on the forum I'm afraid.
Martin-O2
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@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 wink

Anonymous
Not applicable

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?

MI5
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Ask again as they may have given you a PUK by mistake. 

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

MI5
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Or if over 30 days old it will have expired so you need a new one. 

Anonymous
Not applicable

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

 

MI5
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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.
Anonymous
Not applicable

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!

 

MI5
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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)

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

Anonymous
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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!!

 

 

Cleoriff
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@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

 

MI5
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Indeed, as stated sleeping

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

MI5
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@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.
scobo
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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 ?

MI5
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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.

scobo
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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 !

 

 

MI5
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Good luck mate slight_smile

scobo
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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 !

 

 

 

MI5
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Glad you got sorted eventually.

scobo
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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."

 

 

 

Nile
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i dont know how to get a pac code
jonsie
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@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.


 

Cleoriff
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@Nile

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

albert
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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!

nhungtran
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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?

MI5
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Maybe they give you a PUK instead?
anticpated
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Try not to Do this over the weekend. It caused me major issues when the transfer never went through properly.
Cleoriff
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Great to see the updated version. Thanks @MI5
pgn
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Nice to see these Guides are living guides, amended to account for any changes since first written. 

 

Thanks, @MI5

jonsie
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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.

 

Cleoriff
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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.
Eei
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There’s no option of requesting PAC without calling them when you have multiple devices.
gmarkj
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Surely you would just text from the device that you want the PAC for @Eei ?

MI5
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Old method must be used for multiple contracts on same account.

gmarkj
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Well that makes little sense.

Surely if you text from the number you want the PAC for the system will know which one you want?!?

Cleoriff
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I would agree with that comment @gmarkj. In fact until I re-read the guide, I thought that would be the way forward?
gmarkj
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Yes, I think the confusion (well, MY confusion) arose from reading the other updated cancellation guide (linked in the red text at the start of this guide). While it too mentions multiple numbers, it does so at the end.

Had I read THIS guide I would have noticed the appropriate part straight away.

Summary: read all of the guide before giving out duff info...

I'll go and sit in the corner again!

Kadaj22
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I followed all the steps yet I never received a text or anything. My number should have been ported over yesterday but I feel like it might not have worked because I seen some people say they kept there SIM and phone on whereas I removed my SIM because the person at o2 said to not use it because it might delay the process??