Thank you for your patience if you’ve been waiting to speak to us. At the moment our average wait on the phone is about 12 minutes. Here are some other ways to get help

Switching – Joining Tesco Mobile

To switch to us and bring your number when you join, you need a PAC (Porting Authorisation Code) from your current network.

It’s really easy to get your PAC, simply text ‘PAC’ to 65075 from your current mobile phone.

To switch to us and get a new number when you join, you need a STAC (Service Termination Authorisation Code) from your current network.

Simply text ‘STAC’ to 75075 from your current mobile phone.

You’ll get your PAC or STAC within 1 minute and it’s valid for 30 days. Just give it to us when you buy your new phone and we’ll do the rest. If you buy online, we’ll ask you for your PAC in the online checkout. If you buy in store or over the phone, we’ll ask you for it when we process your order.

Once you’ve given us your PAC or STAC, we’ll complete your switch to Tesco Mobile within one working day, if you give your PAC or STAC code to us before 6pm Monday to Thursday. Otherwise it may take longer, particularly on bank holidays. The most time you’ll have to wait is 5 days. This is the same for all mobile networks. We’ll text you to let you know what date your switch will take place and whether you need to take any extra steps to activate your switch.

If you need to unlock your phone, please ask your current network for an unlock code.

To bring your old number with you after you’ve joined, text PORT to 23424 from your new phone or SIM and follow the instructions. It’s free from any Tesco Mobile phone or SIM. We’ll text you within 24 hours to let you know when your old number will be transferred over to your new phone or SIM.

FAQs

On 1 July 2019 Ofcom brought in new rules to make it quicker and easier for customers to switch mobile networks. Before this you had to call. Now you can just send a text instead, and you get your code within 60 seconds.

A PAC is Porting Authorisation Code and is valid for 30 days. You can use this code to switch to another network and keep your number as long as you give the code to your new network within 30 days.

A STAC is Switching Termination Authorisation Code and is valid for 30 days. You can use this code to switch to another network and cancel your old number as long as you give it to your new network within 30 days.

Once you’ve asked for your PAC or STAC, you’ll get it within 1 minute.

Just give it to us when you buy your new contract, either in the online checkout or tell the person who’s processing your order over the phone or in store. We’ll do everything behind the scenes to transfer your number.

Once you’ve given us your PAC or STAC, we’ll complete your switch to Tesco Mobile within one working day, if you give your PAC or STAC code to us before 6pm Monday to Thursday. Otherwise it may take longer, particularly on bank holidays. The most time you’ll have to wait is 5 days. This is the same for all mobile networks. We’ll text you to let you know what date your switch will take place and whether you need to take any extra steps to activate your switch.

Please call our Customer Care team on 4455 as soon as you can.

If you’re joining Tesco Mobile and you have issues with your PAC, the first thing to do is contact your previous network. If you still need help after that, please contact us and we’ll see if we can help.

If you request a PAC or STAC and change your mind, you don’t have to do anything. After 30 days the code will be deactivated and you’ll stay with your current network.

If you’re joining Tesco Mobile and you have issues with your PAC or STAC, you’ll need to contact your previous network. If you require any further assistance with your switch you can contact our Customer Care team free of charge on 4455 from your Tesco Mobile Phone.

If for any reason you’re unhappy with your experience when requesting your PAC / STAC code from us, you may be due compensation. You will need to follow our complaints procedure. We’ll need to know your mobile number, the PAC / STAC you were given, the network you have moved to and the date of your PAC / STAC request.