Mobile switching has its own process. Use PAC if you want to keep your number, STAC if you do not, and keep the code, request date and transfer date as the backbone of any dispute.
PAC, STAC and the information text
For a single number, Ofcom’s Text to Switch process lets you text PAC to 65075 to keep your number or STAC to 75075 to leave without keeping it. You can also text INFO to 85075 to check whether you are still in contract without starting a switch.
Providers must also offer other routes, and multi-number accounts can require a different process.
What the old provider should provide
The PAC/STAC response should arrive quickly and includes information that helps you understand the consequences of leaving, including relevant early termination charges or outstanding handset costs where applicable. Keep the message.
Give the code to the new provider
The gaining provider uses the PAC or STAC to coordinate the switch. For a number port, Ofcom says the number should normally be ported and ready to use within one working day after the required step. Keep the promised transfer date and any messages from both providers.
If the port is delayed
Record which SIM has service, which number is displayed for outgoing calls, whether incoming calls/texts reach the old or new SIM, and any loss of SMS authentication or business access. Ofcom rules provide for reasonable compensation where a mobile switch takes more than one working day or there is abuse of the process.
Avoid double charging
Ofcom has banned mobile providers from charging notice periods that run after a switch completed through the PAC/STAC process. If both providers bill for the same post-switch period, ask each to identify the service supplied and the date liability ended/began.
Use the correct switching route
To keep a mobile number, a single-number customer can normally text PAC to 65075. If you do not want to keep the number, text STAC to 75075. You can text INFO to 85075 to obtain switching information without starting the switch. Multi-number accounts may need to use the provider's online or telephone process instead.
The old provider should supply the PAC or STAC quickly and give relevant information such as any early termination charge. Keep that message because it is a useful timestamp and contract-status record.
The port should normally complete within one working day
Once you give a PAC to the new provider, Ofcom says the number should normally be ported and ready to use with the new service within one working day. If it is delayed, record exactly what works: outgoing calls, incoming calls, texts, data and calls from different networks. Partial ports can present differently from a completely inactive SIM.
Ofcom also requires reasonable compensation where a switch takes more than one working day or there is abuse of the process. Ask the provider how its compensation process applies to your delay.
Notice charges should not run on after a normal switch
Mobile providers are not supposed to charge a notice period that continues after the switch date when the regulated switching process is used. If the old provider bills beyond the transfer, ask it to identify the service period and why the switch did not end liability when expected. Separate genuine early termination charges from extra notice-period billing.
You may still be able to recover a number after cancellation
Ofcom's current consumer guidance says you can ask a new provider to keep your old number even if the previous service has already been cancelled, provided the request is made within one month of cancellation. Do not wait if the number is important: raise it immediately and keep the cancellation date and port request.
Evidence worth keeping
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Related telecom guidance
Official sources
Check the rules behind this guide
These are official or primary sources for this topic. Rules, scheme terms and deadlines can change, so check the live source before relying on a formal time limit or procedure.