Help and support
Leaving O2 | Account and billing | Help & Support | O2
We’re sorry you’re thinking of leaving. If you’d like to discuss your options and hear about any offers, please give us a call on 202, free from your O2 phone.
If you decide to leave, you can cancel your contract with us at any time by calling 202, free from your O2 phone, and giving 30 days’ notice. If you cancel before the end of your minimum term, you may be charged early termination charges (as further explained below), including the full balance of any Device Plans.
If you’re switching to another mobile network, you’ll need to request a PAC code (Porting Authorisation Code), if you want to keep your phone number, or a STAC code (Service Termination Authorisation Code) if you don’t. To get your code, just text PAC or STAC to 65075, for free. You’ll get your code within 30 seconds. Find out more about switching to another network.
Before you leave us, you’ll need to pay any outstanding charges on your account.
Is your phone locked to O2? Get help unlocking your phone.
Ending your contract
Your contract will end 30 days after we receive your request to leave.
You’re free to change your mind at any time during this notice period, just contact us and we’ll restore your contract.
If you want to end your contract but keep your number, we'll give you a PAC code to give to your new network. The code will be valid for 30 days. If you use it to switch to a new network, your contract with us will be cancelled once the switching process has completed.
You’ll get your final bill 14 days after you’re disconnected.
Make sure you don’t cancel your Direct Debit until after your final bill has been paid.
If your Direct Debit is still active, we'll take the money from your account as normal. If you've cancelled your Direct Debit then you’ll need to call us to pay your final bill.
You can check your final bill online in My O2, but not in the My O2 app, as it will stop working once you’re disconnected.
Sometimes your final bill can be produced in credit. If this happens, take a look at our Final bill refund page for more information.
Early termination charges
Customers on O2 Refresh contracts
If you’re on O2 Refresh, you won’t be charged early termination charges for your airtime contract.
Your final bill will include any out-of-bundle charges you have incurred before termination and, if you terminate your airtime contract before paying off your Device Plan in full, your final bill will also include the lump sum you still owe under your relevant Device Plan credit agreement(s).
Customers not on O2 Refresh contracts
If you're not on O2 Refresh, or have joined us through a third party, your contract lasts for 1, 12, 18 or 24 months. Find out when your contract ends in My O2.
Your final bill will include any out-of-bundle charges you have incurred before termination and, if you cancel your contract before the end of your minimum term, you final bill will also include early termination charges.
How we calculate early termination charges
- We add together all agreed monthly airtime tariff charges for the remainder of your minimum term, factoring in any regular recurring discounts you’re entitled to.
- This includes VAT at the prevailing rate.
- We then take off 4% for early receipt of payment to get the final charge you owe us.
Examples of early termination charges
Example 1: You’re on a 12 month contract costing £21 a month (incl. VAT) and decide to disconnect after six months. This means you’ll pay an early termination charge covering the last six months of your contract.
Your early termination charge is calculated as 6 x £21.00, which gives an early termination charge of £126.00.
We then take off 4% of that figure making the final early termination charge £120.96.
Example 2: You’re on a 12 month contract costing £20 a month (incl. VAT) and decide to disconnect after nine months. This means you’ll pay an early termination charge covering the last three months of your contract.
You also have a £5 monthly discount applied to your contract which means you pay £15 a month (incl. VAT).
Your early termination charge is calculated as 3 x £20, minus 3 x £5. This gives an early termination charge of £45.
We then take off 4% of that figure making the final early termination charge £43.20.