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Switching to or from O2

Switching to or from O2

It’s now even easier to switch between networks. All you need is a unique code, called a PAC (Porting Authorisation Code) or STAC (Service Termination Authorisation Code). Choose a PAC if you want to keep your phone number, or a STAC if you’d like a new number. Just give the code to your new network and you’ll switch automatically. You don’t need to call your current network to tell them you’re leaving.

Thinking of switching from O2? Here’s what you need to know.

Joining O2?

If you’re joining O2, go ahead and pick your new phone and/or tariff in our online shop, in one of our stores, or by giving us a call on 0344 809 0202. If you’re switching to us from another network, we’ll need your PAC or STAC code. Don’t worry if you don’t have it yet though, one of our team will be able to help you request it. If you’re joining us but not switching from another network, you don’t need a code.

Once you’ve given us your code, you’ll switch to our network within one working day (Monday-Friday, 9am-5pm, excluding bank holidays). If we receive your code after 5pm, you’ll switch within two working days. When you lose service on your old network, just swap your old sim card for your new O2 one and turn your phone on.

Want to chat about joining O2? Message us via Live Chat.

Thinking of switching from O2?

We’re sorry you’re thinking of switching. We’re here if you’d like to discuss your options or hear about any offers – just give us a call on 202, free from your O2 phone. Alternatively, if you’d like to know whether there’d be anything to pay if you switched, or what your credit balance is if you’re on Pay As You Go, you can get an estimate of any charges or credit by:

The information we give you will be as accurate as possible at the time we provide it, but may change. You can find more information in our FAQ on what’s included in your estimated remaining charges.

If you decide to switch to another network, you’ll need to request a PAC code, if you want to keep your phone number, or a STAC code if you’d like a new number. You can request your code by:

  • Giving us a call
  • Going to My O2
  • Texting PAC to 65075, for free, if you want to keep your phone number
  • Texting STAC to 75075, for free, if you don’t want to keep your phone number.

If you have multiple numbers on your account, or if you have an Apple Watch on a Pay Monthly plan, you won’t be able to use the text service. You’ll need to go to My O2 or give us a call to request your PAC or STAC code. If you want to switch more than 24 numbers at a time, we’ll be able to help you on the phone or you can make more than one request in My O2.

If you want a PAC code, you’ll need to be in the UK to request it. And remember, if you're on O2 Refresh, including our custom plans, you can change your phone or tariff whenever you like.

Will there be 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 on Pay Monthly but not on O2 Refresh, or have joined us through a third party, your contract lasts for one, 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, your 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.
  • We then deduct VAT at the prevailing rate.

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 £17.50 (VAT removed at 20% from the £21 contract), which gives an early termination charge of £105.00.

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 £16.66 (VAT removed at 20% from the £20 contract), minus 3 x £4.16 (VAT removed at 20% from £5 discount). This gives an early termination charge of £37.50.

Looking for more information about switching from or to O2?

What is a PAC or STAC code?
  • A PAC code is the code you need to request if you want to switch mobile provider and keep your existing phone number.
     
  • A STAC code is the code you need to request if you want to switch to another network and get a new phone number.
When will I get my code?

When you request a code, we’ll give it to you right away and we’ll also send it to you by text, if you’ve only got one phone number on your account. The text will contain an estimate of any remaining Pay As You Go credit on your device, or any remaining charges that you’ll have to pay if you decide to switch. It’ll also include a link to your My O2 account, where you’ll be able to find further details about your contract and any impact you switching could have on other lines and services you have with us. For information on what it could cost you to leave O2, and what is included in your estimated remaining charges or credit, take a look at our FAQs below.

If you have any questions or want to speak to us, you can always give us a call.

What do I do with my code?

If you decide to switch, you’ll just need to give your PAC or STAC code to your new network and it’ll happen automatically. Once you’ve switched, your service with us will be terminated and we’ll send you your final bill. When you disconnect from O2, all the information on your sim will be lost, so make sure you back up anything you want to keep.

Your PAC or STAC code is valid for 30 days. If you don’t give it to your new network within that time, you won’t switch and your contract with us will carry on as normal. So if you decide you don’t want to switch after all, you don’t need to do anything – the code will just expire.

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

If you’re thinking of switching from O2, you might like some information first, like whether there’d be early termination charges to pay or what your current credit balance is if you’re on Pay As You Go. You can get an estimate of any charges or credit by giving us a call, going to My O2 or texting INFO to 85075. The information we give you will be as accurate as possible at the time we provide it, but could change. Take a look at the next FAQ for more on what’s included in your estimated remaining charges.

What’s included in my estimated remaining charges?

Customers on O2 Refresh

If you’re on O2 Refresh, your estimated remaining charges will include whatever’s left on your Device Plan (including VAT). Your estimated remaining charges are only an estimate and may not include everything – you’ll find your airtime and other charges on your final bill. See the next FAQ to find out what’s included in your final bill.

Customers not on O2 Refresh

If you’re on Pay Monthly but not on O2 Refresh, your estimated remaining charges will include early termination charges. You’ll find your other charges on your final bill.

 
What’s included in my Pay Monthly final bill?
  • Any early termination charges
  • Any amounts still owing under your Device Plan credit agreement, if you’re on O2 Refresh
  • Out-of-bundle charges
  • Spend Cap charges
  • Any insurance costs
  • The cost of Bolt Ons you’ve opted into
  • Charity donations made from your phone
  • Charge to Mobile (buying things like digital content and apps from your phone)
  • Charges relating to the management of your account including, among other things, paper bills, itemised paper bills and late payment fees
  • Charges for third party services (our access fees for these services).
What happens after I give a PAC or STAC code to my new network?

Once you’ve provided your code to your new network, you’ll switch over within one working day (Monday-Friday, 9am-5pm, excluding bank holidays). If you provide your code after 5pm, you’ll switch within two working days.  

If you’re on Pay Monthly, we’ll send you your final bill once you’ve switched.

What if I change my mind about leaving O2?

If you decide to stay with us after requesting your PAC or STAC code then you don’t need to do anything at all, your code will just expire in 30 days. We’re here to help if you have any questions – just give us a call.

How long is a PAC or STAC code valid for?

Codes are valid for 30 days from the day you request them.

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

You’ll be able to get your code by giving us a call or by logging into My O2. If there’s only one phone number on your O2 account, we’ll also have sent you your code by text, so you could have a look back through your messages.

What if I’m on a sharer plan?

If you’re on one of our sharer plans, you’ll need to let others in the plan know you’re leaving, as it‘ll affect their data allowance. They may want to get in touch with us. Take a look at our sharer plan terms and conditions.

What if I’m on a Family Plan?

If you’re part of a Family Plan, you’ll need to let others in the plan know you’re leaving, as it could affect their discount. Take a look at our Family Plan terms and conditions.

What about my insurance?

If you have O2 Insure, you need to give us 30 days’ notice to cancel and it will be charged on your final bill. Take a look at our O2 Insure terms and conditions.

What if I move from O2 Pay As You Go to O2 Pay Monthly?

If you’re an O2 Pay As You Go customer moving to an O2 Pay Monthly tariff, when you transfer your number we’ll transfer any existing credit and take it off your first Pay Monthly bill. We’ll also transfer any rewards you’ve earned, up to £350. Just give us a call on 4445, free from your O2 phone, or 0344 8090222 and we’ll do this for you.

What if I’ve got credit on my Pay As You Go device?

You’ll need to make sure you use up any credit before you leave us, otherwise you’ll lose it.

What if I’ve set up a Direct Debit to top up my Pay As You Go device automatically?

If you have a Direct Debit for Auto Top-Up, you’ll need to cancel it by contacting your bank.

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

If you have a credit balance, you can request a refund.

My phone is locked to O2, what do I do?

You can ask us to unlock your device any time, for free. We’ll send you an unlocking code – please bear in mind that this could take 7-10 working days, depending which phone you’re using. Find out more about unlocking a phone for use on another network.

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

You can give the same PAC or STAC code to multiple networks, if you’re switching to more than one.

What if I don’t have a My O2 account?

You can sign up for a My O2 account, if you’d like one. Or you can always call us on 202, free from your O2 phone, and speak to one of our team.

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

Just fill out our ‘keep my number’ form if you’re giving us a PAC, or our ‘disconnect my non-O2 number’ form if you’re giving us a STAC. Or you can give us a call or go into one of our shops. Codes are only valid for 30 days, but if yours expires, don’t worry, you can always request a new one.

What will happen to my Apple Watch if I switch my iPhone to another network? 

If you have an Apple Watch and you decide to switch your paired iPhone to another network, you’ll have to cancel the airtime tariff on your Apple Watch as well.

If you bought your Apple Watch on one of our custom plans, you’ll need to pay off your Device Plan in full.

 
How do I switch network on my Apple Watch?

When you connect to your new network, you'll be able to pair your Apple Watch to your iPhone via the Apple Watch app. This will only be possible if:

  • Your new network supports cellular Apple Watch connections
  • You take out an eligible contract with that network for your Apple Watch and paired iPhone
  • Your Apple Watch is capable of having a cellular connection
  • You have an eligible iPhone to pair the Apple Watch with.
I want to join O2. How do I bring my Apple Watch with me?

It’s great news you want to join us. If you have a cellular Apple Watch and want to connect it to our network, you’ll need to pair it with an iPhone 6 or newer with an O2 Pay Monthly airtime connection. You can choose to buy a new iPhone on one of our O2 Refresh custom plans, or to go for one of our Pay Monthly sim only deals. You’ll then be able to select an Airtime Plan for your watch via the Apple Watch app.

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

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

Get in touch

If you'd like to chat, give us a call on 202, free from your O2 phone, or 0344 809 0202 from a non-O2 phone.