Yes, it’s simple to move a mobile service from your current provider to us. You can choose to do this when you sign up, through My Account at any time afterwards, or by texting, calling or chatting to us.
Transferring your mobile service
Can I transfer my mobile service to Plusnet?
Can I transfer my Plusnet Mobile service to another provider?
We’re sorry to hear you’re thinking of leaving.
Before you transfer your service, have you checked if we can give you a better deal? Call us for free on 500 from your Plusnet mobile, or 0800 079 1133 from any other phone.
What do I need to do?
Firstly you’ll need to get in touch with your current mobile provider (or us if you want to move away to a new provider) and get either:
A Porting Authorisation Code (PAC), if you’d like to change to a new mobile provider and keep your current mobile number.
A Switching Termination Authorisation Code (STAC), if you’d like to change your mobile provider, automatically close your current service and not keep your mobile number.
Once you’ve either your PAC or STAC, you’re ready to Transfer Your Mobile Service. Follow the steps and we’ll handle the rest. Simple.
How can I ask my current provider for a PAC or STAC?
By Auto-Switch SMS
The quickest and easiest way to ask for a transfer is to ‘Auto-Switch’ by SMS text message. Just text one of the numbers below from your current mobile (using the service/number you want to transfer). You’ll then automatically receive a text back with your PAC, STAC or information about your service:
- To request a PAC – text PAC to 65075
- To request a STAC – text STAC to 75075
- For more information – text INFO to 85075
Via My Account
Log in to My Account to transfer your mobile service into Plusnet from another provider, or away to a new provider.
If you’d prefer to, you can also call your current provider to request a PAC or STAC. Need to contact us to move away? Call for free on 500 from your Plusnet mobile or 0800 079 1133 from any other phone, or chat to us.
What do PACs and STACs look like?
PACs are 3 letters and 6 numbers long. They look like:
STACs are 6 numbers and 3 letters long. They look like:
Will I be charged for a PAC or STAC?
No, it’s free to ask for a PAC or STAC.
However, if you want to move your Plusnet Mobile service to a different provider before your contract ends you might need to pay an early termination charge.
How will I know if I’ll need to pay a charge to move from Plusnet Mobile?
There are a few ways to check if you’ll need to pay a charge to move to another provider.
Via My Account:
- Login to My Account
- Click the Account details tab
- Scroll down to Transfer Your Mobile Account
- Click the ‘Thinking of Leaving’ link
Text INFO to 85075. You’ll then receive a text back with details of any charges you’d need to pay before you leave. We’ll also send a text whenever a PAC or STAC is requested. You can also call or chat to us if you’d prefer to.
How long are PACs and STACs valid for?
They’re valid for 30 days. If you’ve requested a PAC or STAC from your old provider and it’s expired you’ll need to ask your mobile provider for a new one.
If I don’t use the PAC or STAC I’ve requested what happens?
Your current service will stay the same and you’ll be billed as normal.
What happens if I’ve requested a PAC but I need a STAC?
You’ll need to request a new code. The new code will replace the one you’d previously requested. i.e. if you have a valid PAC, but you need a STAC - the STAC will replace the PAC (and vice versa). Codes are valid for 30 days.
You request a new code by going to My Account, or by calling us.
Will I get confirmation of my transfer to Plusnet?
Yes. You’ll receive an SMS and email to remind you about the transfer. This will include:
- How long your PAC or STAC is valid for.
- What to do if you didn’t ask for a PAC or STAC.
- Your contract end date and any associated charges.
- A link to see your transfer in My Account.
How long does it take to transfer?
Your transfer will happen the next working day, if you submit your request Monday-Friday before 5:30pm. Sometimes transfers do take a bit longer depending on the day and time you give us your code. (No transfers will happen on weekends and orders placed over Bank Holidays will take 1 day extra).
|Day you request transfer||If request is made before 5:30pm||If request is made after 5:30pm|
Delays can sometimes happen which are out of our control, e.g. there may be a delay in your old network releasing your number for us to process the transfer. If the delay is because of something we’ve done, you’re entitled to compensation. For more details see paragraph 3.3 of our Mobile Service Terms.
Can I cancel a transfer I’ve requested?
Cancelling a transfer to Plusnet
Decided that you don’t want to transfer your mobile service to us? Just call or message us before 6pm on the working day prior to the day of your transfer.
Cancelling a transfer away from Plusnet
Decided that you don’t want to transfer your mobile service to a different provider? You’ll need to contact the provider before 6pm on the working day prior to the day of your transfer.
If I transfer my service away from Plusnet what happens to any credit or my allowances I’ve got?
We’ll make sure you get any remaining credit you have on your service, but any call, data or text allowances you still have will be lost.
Will my mobile service be affected on the day of my transfer?
There might be a little disruption to your service on the day your service is transferred, but this shouldn’t last too long.
Do I need to do anything on the day of my transfer?
We recommend that you turn your Plusnet mobile off and on again every so often, to make sure the changes take effect.
How will I know that my transfer’s happened?
We’ll text you as soon as your transfer is complete. You can check that the transfer has happened by making a test call from your mobile phone. Just check that the right number is shown on the phone receiving your call.
I’ve requested a transfer but it’s been declined – why?
Can I get my old mobile number back?
No. Once you’ve used a STAC you won’t be able to get your old number back. If you’d like to keep your current mobile number you should request a PAC.
I’m a Plusnet Mobile customer. Can I use a PAC to transfer another mobile service to Plusnet from a different provider?
Yes, you can transfer the mobile service into Plusnet. However, your current Plusnet Mobile number would be cancelled, and the number from the service you’re transferring in would replace this.
I just want to cancel my mobile service. What do I do?
We’re sorry to hear you’re thinking of leaving. Have you checked to see if you can get a better deal than the one you’re currently on? Give us a call or chat to us to find out.
If you’ve definitely made your mind up we can close your service – you won’t need a PAC or STAC to leave. You’ll need to give us 30 days notice and, if you want to leave before your contract ends, you might need to pay a charge.
You can find out if any charges do apply and details about your contract by:
- Texting INFO to 85075
- Calling us for free on 500 from your Plusnet mobile
- Calling us on 0800 079 1133 from any other phone
- Chatting to us
Until you leave you’ll be billed as normal, after this we’ll cancel your service and stop billing you.
What if I need help about my transfer?
Just call us for free on 500 from your Plusnet mobile, or 0800 079 1133 from any other phone.