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Cancelling Your Contract - A Guide

Level 21: Regular
  • 1035 Posts
  • 11 Topics
  • 38 Solutions

Welcome to the O2 Community!

If you need any advice, go ahead and create a forum post HERE


In light of a few recent threads popping up regarding issues with cancellation I thought it would be good to post this guide to cancellation which would guarantee a pain free cancellation without any issues.


Obviously it is regrettable if you are considering leaving O2 but if you have made the decision to leave, taking the following steps will ensure your termination is as painless as possible.


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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.



I am still within contract. Can I cancel?


You can cancel at any time but there will be a charge for this unless you are in an initial cooling offer period. If you are on O2 Refresh this charge will be the remaining balance on your phone plan which you can view in myO2. On any other tariff and the fee will be no more than your line rental multiplied by the number of months remaining on your contract. You will need to call up on 202 in order to cancel as on O2 refresh you will need to pay off your phone plan and on any other tariff you will need to pay your early termination fee and O2 may require the payment of this before they action your request in order to cover themselves if you try not to pay the ETF on your final bill.


You would also be advised to follow up your call with a recorded delivery letter just to make sure the request gets actioned


I want to keep my number. How should I cancel?


If you wish to retain your number you will need a PAC code from O2. This can be most easily obtained by calling 202 from your O2 mobile and following the prompts for thinking of leaving O2. Tell the operative you wish to leave and require a PAC code to keep your number. Chances are retentions may try and offer you something to stay but if you are persistent they should eventually issue a PAC although if there is an ETF or a phone plan to pay they may require payment of this before issuing the PAC. This code must be used within 30 days of issue or it will expire and you will need to request a new one.


Give the PAC code to your new network and the port should complete in a day or two. Once this happens your service with O2 will automatically terminate and a final bill will be generated. If you use your PAC before the expiration of your 30 day notice period you may find a charge on your final bill in lieu of notice for the remainder of your notice period.


As the use of the PAC code will terminate your account automatically, there is no reason to follow up the termination request with a recorded delivery letter.


Find out more about how to get your PAC code in our dedicated Guide, here.


I am out of contract and I don't want to keep my number. How should I cancel?


Because a PAC code will automatically terminate service, calling is best if you wish to keep your number. However, if you don't want to keep your number you should write a letter and send this by RECORDED DELIVERY to the following address:


Telefónica UK Limited
Correspondence Department

PO BOX 694


SO23 5AP



If you want a template letter the following is a letter I've used to terminate in writing on 3 before (and believe me if you can avoid calling 3 to terminate you really want to) but is easily adaptable to O2 and other networks







Dear Sir/Madam,


I am writing to give the required 30 days notice to terminate my contract in respect of the above-referenced account/mobile number.


Please note that this letter has been sent by recorded delivery and therefore notice will be deemed to have been served from the date the letter has been confirmed signed for by Royal Mail. I do not wish to retain my mobile number and do not require a PAC code.


Please confirm IN WRITING that you have actioned my termination request and the date on which my service with you will terminate. I would also ask that you dispense with any retention activity. My decision regarding this termination is final and any attempt to call me to retain me will serve as an annoyance which may reduce the likelihood that I will return to O2 in the future


I look forward to receiving written confirmation of the ending of my contract


Yours Sincerely




Keep an eye on the tracking and make a note when the letter was signed for. Count forward 30 days from this date. This is the date your service should be terminated on. If there are any discrepancies between this and the date you are given you may need to make further contact and check the dates, pointing out that you have proof of when the notice was served. Barring any issues through your service should terminate 30 days from when the letter was received and a final bill will be issued.


Hope the above was helpful should you ever regrettably decide you wish to leave O2 (or indeed any other network)