Accounts

Help with your account

Switching to or from O2

It’s now even easier for businesses to switch between networks. All you need is a unique code called a PAC or STAC. Choose a PAC if you want to keep your phone number(s), or a STAC if you don’t.

If you’re thinking of switching from O2, you might like some information about your current tariff, hardware agreement and/or contract, and whether there’d be any costs to pay if you switched. You can get this by giving us a call or going to My O2 Business.

If you’re thinking of switching to O2, you’ll need to request a PAC or STAC from your current provider. Just give us the code when you’re ready to join us and we’ll switch you over the next working day.

You can only request a PAC or STAC from within the UK.

Read Ofcom’s statement on reforming the switching of mobile communication services.

Thinking of switching from O2 to another network?

We’re sorry to hear you’re thinking of switching. If you’d like to discuss your options or see whether you’re eligible for an upgrade, get in touch with your O2 Account Manager or Partner, or give us a call.

If you decide to switch, you’ll need to request a PAC or STAC. Read on to find out how.

Got a single phone number on your account?

If there’s only one phone number on your O2 Business account, you can give us a call to request your PAC/STAC and switching info (SI). We’ll give you your code on the call or send it to you via text message within two hours of the call ending. Alternatively, you can request your PAC/ STAC and SI for free by logging into My O2 Busines or by text message. You’ll receive it within two working days (Monday to Friday 08:00 to 20:00; Saturday and Sunday 09:00 to 17:00; bank holidays 10:00-16:00). If you choose to request your information by text, here are the details:

  • Request your switching info by texting INFO to 85075
  • Request a PAC and your switching info by texting PAC to 65075
  • Request a STAC and your switching info by texting STAC to 75075.

Once you’ve got your code, just give it to your new provider and you’ll switch automatically.

Got more than one phone number on your account?

If there’s more than one phone number on your O2 Business account, you won’t be able to request your PAC, STAC or SI by text. If you’re thinking of switching from 1 to 24 numbers, you have two options:

  • Get in touch with your O2 Account Manager or Partner or give us a call. We’ll provide your switching info immediately, over the phone, if we can. If not, we’ll provide it within two working days, by email or via your My O2 Business account. We’ll also give you a PAC or STAC immediately, over the phone, if we can. If not, we’ll call you back within two hours.
  • Request a PAC/STAC or your switching info in My O2 Business. We’ll provide your code and your switching info via My O2 Business within two working days.

If you’re thinking of switching more than 24 numbers, you’ll need to select the option to switch more than 24 numbers in My O2 Business, or contact your Account Manager or Partner. If you’re an SMB customer contact us.

Want to disconnect your O2 number(s) without switching to another network? Read about leaving O2.

Thinking of joining O2?

If you’re joining us, go ahead and pick your shiny new phone and/or tariff in our online shop, in one of our stores, or by giving us a call on 0800 0280202. We’ll need your PAC or STAC to switch you over to our network – but don’t worry if you don’t have it yet, one of our team will be able to help you request it from your current network.

Once you’ve given us your code, you’ll switch to our network the next working day, or the working day after that if we receive it after 17:00. Our working days are Monday to Friday, 09:00 to 17:00.

When you lose service on your old network, just swap your old sim card for your new O2 one and turn your phone on. Alternatively, you can ask for the switch to take place on a preferred date.

Want to talk about joining O2? Message us via Live Chat or give us a call.

No longer need some of your mobile subscriptions?

We know that things can change quickly in the business world and you may want to disconnect some of your O2 numbers. Contact your O2 Account Manager or Partner, or give us a call on 0800 954 1350, to discuss your options. For more information about disconnecting and what this may mean, take a look at the general terms and conditions of your contract.

Looking for more information about switching? Read on for our FAQs.

What is a PAC or STAC?

A PAC is the code you need to request if you want to switch mobile network and keep your existing phone number(s). A STAC is the code you need if you want to switch to another network and don’t want to keep your phone number(s).

How can I find out what it could cost to switch to another network?

Got a single phone number on your account?

If there’s only one phone number on your O2 Business account and you’d like to know what it could cost to switch, you can give us a call, go to My O2 Business or text INFO to 85075. The information we give you will be as accurate as possible at the time we provide it, but may change.

Got more than one phone number on your account?

If there’s more than one phone number on your O2 Business account and you’d like to know what it could cost to switch from 1 to 24 of them, you can find out about any charges by giving us a call or going to My O2 Business. The information we give you will be as accurate as possible at the time we provide it, but may change.

If you’d like to know what it could cost to switch more than 24 numbers, you’ll need to select the option to switch more than 24 numbers in My O2 Business, or contact your Account Manager or Partner.

What’s included in my switching info?

If you’ve requested switching info to find out what it could cost you to switch from O2, we’ll send you:

  • Any early termination charges (for terminating your contract before its end date)
  • Out-of-bundle charges, including roaming
  • Charges relating to any additional products linked to the number(s) or account you’re thinking of switching
Do I need to give you 30 days’ notice before I switch?

No, you don’t have to give us 30 days’ notice if you’re switching. For more information, contact your Account Manager or Partner or give us a call.

I’m on a Business Essentials tariff. Do I need to pay off my hardware agreement before switching?

If you’re a Business Essentials customer, we recommend that you pay off your hardware agreement before you switch. To pay it off now call 0800 954 1350, free from your O2 mobile.

Do I need to cancel my digital applications and services before switching?

You may need to cancel your digital applications and services before switching, depending which ones you have. Find out more in our terms and conditions.

Will I still be able to use Priority if I switch from O2?

The offers, discounts and benefits in Priority are only available to our customers. So unfortunately you won’t be able to get these once you’ve switched.

What happens after I give a PAC or STAC to my new network?

Once you’ve provided your code to your new network, you’ll switch the next working day, or the day after that if you provide your code after 17:00. Working days are Monday to Friday, 09:00 to 17:00, excluding bank holidays.

Once you’ve switched, we’ll send you your final bill.

What happens if it takes longer to switch?

We’re committed to you switching the next working day or on your preferred date. If it takes any longer, you’ll be able to claim back any additional payments you’ve made after the delay. Contact us to arrange this.

How long is a PAC or STAC valid for?

PAC and STAC codes are valid for 30 days from the day you request them.

What if I change my mind about switching from O2 once I’ve got a PAC or STAC?

If you decide not to switch, you don’t need to do anything at all – your code will just expire in 30 days. If you have any questions, just give us a call.

What can I do if I lose my PAC or STAC?

You’ll be able to get your code by logging into My O2 Business or giving us a call. Alternatively, if you’ve only got one phone number on your account, we’ll have previously sent you your code by text, so you could look back through your messages. If you can’t find the text, you can:

  • Request your switching info by texting INFO to 85075
  • Request a PAC and your switching info by texting PAC to 65075
  • Request a STAC and your switching info by texting STAC to 75075.
What about my insurance?

If you have O2 Insure, you’ll need to give us 30 days’ notice to cancel and it will be charged on your final bill. Your policy will be automatically cancelled if your airtime agreement with O2 is cancelled or you fail to make a premium payment. If you are within 14 days of taking out the insurance policy, you can cancel without incurring any charges.

Take a look at our insurance terms and conditions.

What if I’m on Pay As You Go or Consumer Pay Monthly?

If you’re not an O2 Business customer, visit our Consumer switching page.

My final bill shows I’m in credit, what can I do?

Just contact our Business Customer Services team and they’ll arrange a refund.

My phone is locked to O2. How do I unlock it?

If you’re the main account holder, you can ask for your devices to be unlocked at any time, on us. Don’t forget you’ll still need to see out the minimum term of your contract, even if you put a non-O2 sim in your phone.

Once your request’s been accepted, we’ll email you within seven days with your unlocking details. If it’s an iPhone or iPad you’ve asked to unlock, you’ll need to put a non-O2 sim in the device and connect it to iTunes. iTunes will then tell you the device is unlocked.

Take a look at our Help page to find out more about unlocking a phone for use on another network.

What if I’m switching to more than one network?

If you’re switching to more than one network, you can provide the same PAC or STAC code to each network. Just give them your code and you’ll switch automatically.

What if I don’t have a My O2 Business account?

New to O2?

If you’ve recently joined O2 on a business tariff, we’ve probably already signed you up to My O2 Business. Have a look back through your emails for the one you’ll need to complete your registration. Or speak to your Account Manager or Partner or give us a call. If the link in your email has expired, you can request another email. If you haven’t received it within 24 hours, check out our Help section.

Been with us a while?

If you don’t have a My O2 Business account already, or don’t know if you have one, we can check and sign you up. Give us a call and speak to one of our team.

I’ve already joined O2 and want to give you my PAC or STAC. What do I do?

If you want to give us a code after you’ve already moved over to our network, just give us a call.

I’m managed by a Partner of O2, who do I contact?

If you’re not sure who to speak to you can always contact us. Or you can contact our Partners and Franchisees directly.

What if I’m leaving O2 but not switching to another network?

If you’d like to disconnect one or more numbers without switching to another network, go to Leaving O2. If you cancel before the end of your contract, we'll need 30 days' notice and you may have to pay a charge.

Business Essentials customer? You can pay off your Device Plan at any point within your 24 month contract and just pay your Airtime Plan (minutes, texts and data) until you're ready to start a new contract.

Get in touch with your Account Manager or Partner or give us a call.

What is O2’s change of mind policy?

If you’re a sole trader and you use your phone for personal use, you may be able to return your order within 14 days of purchase if you change your mind. To find out more, get in touch with your Account Manager or Partner or give us a call.

Get in touch

Give us a call on 8002, free from your O2 mobile, or 0800 977 7337 from a non-O2 mobile or landline. Or choose another way to get in touch.

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