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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
MI5
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@Kadaj22 

It makes no difference either way with regards to using your SIM card.

The key here is the fact that you didn't receive a text confirmation, which means it hasn't been accepted by the system.

Call again to get it processed, but nothing will change over the weekend.

Kadaj22
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You were right it wasn’t accepted I got an email saying “Validation Exception: Mobile number (07xxxxxxxxx) is not active on our Pay Monthly systems. Please check and resubmit your request.”
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@Kadaj22 

Check this help and resubmit your request. I'd suggest calling to ensure the correct info is passed on.

Before we can transfer your number, we'll need your PAC code. This is made up of three letters and six numbers. You can get this from your current provider and it will be valid for 30 days. 

You can give us your PAC code when you order your new O2 connection or at any time afterwards. Once you’ve given us your PAC code you’ll switch to our network within one working day (Monday-Friday, 9am-5pm, excluding bank holidays). If we receive your code after 5pm, you’ll switch within two working days. If you provide your PAC code at the weekend, you’ll switch on the following Tuesday.

If you want to switch to O2 at a later date, just contact us with your PAC code when you’re ready to switch. You can give us your PAC code online.Or call us on 202 free from your O2 phone, on 0344 809 0202 from any other phone, or visit an O2 store. PAC codes are only valid for 30 days, but if yours expires, don’t worry – you can always request a new one.

Kadaj22
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I just rang them and made sure my sim was activated as I recently had a SIM Swap because I lost my old SIM card. I’m hoping it will have gone through properly now.
MI5
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Good luck @Kadaj22 

Kadaj22
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Would having an Apple Watch on the number I want to change affect anything? Like will I still be able to use the GPS? Or will it cancel the contract for my watch?
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@Kadaj22 

It won't cancel the watch contract but you may have to reset your watch and re-pair it once the number change has gone through OK.

Kadaj22
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OK great thanks. I guess I’ll find out soon. I’ll let you know if that’s any different.
sratansi
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tried that on my sons Pay As you Go, and got a message saying the"We cant understand your request...."

 

Called CS who advised me that i need credit on the account to request a PAC, all very confusing

 

Rkp009
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Can someone please advise on how to get PAC code? When I moved from EE, it was just a text to get PAC code. O2 has deliberately made is difficult to get PAC code so as customer get frustrated to get PAC code and keep lingering on with them. This needs a complaint to OFCOM so O2 can sort their mess out. Old systems, Old network (so poor 4G speeds, forget about 5G). 

Rkp009
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Now I am sitting in endless wait in a call to 202 to get hold of someone. 30 mins wait. Horrible systems, network, should close your business or sell it someone who can run it properly.

pgn
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Hi, @Rkp009 - how did you get on with O2 in 202?

Seems the TEXT for your PAC only works for simple cases, eg not if you have a smartwatch account or multiple numbers tied to one account. More numbers in the Guide below  that you can call, assuming you fall into the 'complicated' (O2's definition!) category of Contract customer - call around 08:10 to get quicker service.

Guide: Coronavirus Community Help and Support 

Good luck!

MI5
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You can still get a PAC for multiple accounts through your MyO2 as in the first post of the guide.