Help and Support

Keep your mobile number

Keep your mobile number

If you're new to O2, or changing your O2 contract, it's easy to keep your mobile number.

Take a look below to find out what you need to do.
Switching from another network to O2
Requesting a switch

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

Once you've ordered and received your temporary O2 number, fill in the keep my number form. Your temporary number can be found in your O2 confirmation email or sim pack. You'll also need the number you want to keep.

Forms sent by 5:30pm will be completed the next working day. Forms sent after 5:30pm will be completed within two working days. You'll receive two text messages, one to confirm the date of your switch and one to remind you on the day.

Make sure you save the contacts on your sim before the switch. If you need help saving or restoring contacts from a sim, you can book an appointment with an O2 Guru.

On the day of the switch

You'll need to be in the UK when your number switches.

On the day of the switch, your current sim will lose signal. When this happens, put your new O2 sim in your phone. If you don't have an O2 signal, switch your phone off and on every couple of hours until you get a signal. If you still don't have signal by 6pm, contact us.

Texts and picture messaging can take up to 24 hours to work after the switch.
Moving from Pay & Go to Pay Monthly
Just fill in the keep my number form.You'll need your temporary Pay Monthly number from your O2 confirmation email or sim pack. We'll transfer your number within 24 hours. You'll need to be in the UK when your number switches.

On the day of the switch, your Pay & Go sim will lose signal. When this happens, put your Pay Monthly sim in your phone. If you don't have signal , switch your phone off and on every couple of hours until you get a signal. If you still don't have signal by 6pm, contact us.

Texts and picture messaging can take up to 24 hours to work after the switch.

If your Pay & Go balance is under £350, it will be transferred to your Pay Monthly account when you receive your second bill. If you're entitled to a loyalty bonus, up to £550, we'll add credit to your fourth bill.
Moving from Pay Monthly to Pay & Go
Get in touch with our Pay Monthly customer service team. We'll do the rest.

If you're on O2 Refresh you can only move to Pay & Go once your Device Plan is paid. If you're not on O2 Refresh but still in your contract minimum term, you may need to pay a termination charge.

14 days after you move to Pay & Go you will receive your final Pay Monthly bill. Any outstanding balance will need to be settled.
If you've changed your mind about transferring your number, contact us and we'll be happy to help.

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