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Switching – Leaving Tesco Mobile

If you want to leave us, we’ll be sorry to see you go.

To switch to a different network and take your number
You need a PAC (Porting Authorisation Code). Simply text ‘PAC’ to 65075 for free from your Tesco Mobile phone.

To switch to a different network and get a new number from them
You need a STAC (Service Termination Authorisation Code). Simply text ‘STAC’ to 75075 for free from your Tesco Mobile phone.

If you’ve got more than one number on your account, please log in to My Account and select:
1) ‘View or Change my account details’
2) Scroll down to the bottom of the page and select ‘Leaving Tesco Mobile?’
3) Follow the steps to request your PAC or STAC

Alternatively, you can Webchat with us or call our Customer Care team to ask for your PAC or STAC.

You’ll get your PAC or STAC within 1 minute and it’s valid for 30 days. Just give it to the other network and we will sort out the switch with them. Your service with Tesco Mobile will continue until you give your PAC or STAC to your new network. Once you’ve given it to them we’ll cancel your service within one day, unless you’ve chosen a different date, in which case the transfer will take place then.

To find out if you’ll have to pay any early termination chargestext ‘INFO’ to 85075, for free from your Tesco Mobile phone.

If you’d like to use another network SIM card in your Tesco Mobile phone, then you may need to unlock the phone first. To do this, you can ask us for an unlock code.

You’ll receive a final bill from us, which will include any recent usage. It won’t be any more than your monthly tariff price, unless you did things that aren’t included in your monthly allowances. If you pay your bill by Direct Debit, don’t cancel this until your final bill payment has been taken. Once this has happened, you can close your Direct Debit for this account.

If you’ve taken out insurance, you’ll need to cancel this separately. If it’s with Tesco Mobile Protect, please call 0345 030 3290.

If you’re a business customer please call us on 0345 601 2448.

Leaving Tesco Mobile pay as you go
You don’t need to do anything but make sure you use up your balance before you stop using your Tesco Mobile SIM card, because when you leave Tesco Mobile, you’ll lose any remaining credit and bundles.

If you’d like to take your number to your new network then you’ll need to get your PAC (Porting Authorisation Code) to give to your new provider, by following the instructions above. You may also need to get your phone unlocked.

FAQs

How long will it take to get my PAC or STAC?

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

How long will it take to transfer my number to a new provider?

Once you’ve given your new provider your PAC or STAC, they’ll complete your switch to within one working day, if you give your PAC or STAC code to them before 6pm Monday to Thursday. Otherwise it may take longer, particularly on bank holidays.

What if I change my mind and don’t want to transfer my number after it’s been scheduled?

Please call our Customer Care team on 4455 as soon as you can. You can change your mind up until 6pm on the working day before your transfer date, but after this, the number transfer will need to go ahead.

What if there’s a problem with my number transfer?

If you’re having problems with transferring your number, there’s a few things you can try:

  • Your transfer should happen by 6pm on your scheduled date. Before this time, try switching your phone off fully and back on again, to see if your number has transferred
  • Check the SIM card in your phone is the right SIM
  • If it gets to 6pm on your transfer day and you’re still having problems transferring your number away from Tesco Mobile, give our Customer Care team on 4455 from your Tesco Mobile phone or 0345 301 4455 from any other phone.
I’m still within my cooling off period, can I leave Tesco Mobile?

Yes, you can leave Tesco Mobile within your 14 day cooling off period. Log in to My Account, Web chat with us or call our Customer Care team on 4455 from your Tesco Mobile phone.

What if I’ve requested a PAC or STAC and change my mind?

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

Do I need to be the account holder to get my PAC or STAC?

Yes. You need to be the account holder to get a PAC or STAC.

I’ve got a PAC or STAC that I didn’t request

If you’ve received a PAC or STAC and you didn’t request it, please call us on 0345 301 4455 as soon as possible.

Making a complaint

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.