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Leaving Tesco Mobile

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

Cancelling your contract

Please call Customer Care on 4455 from your Tesco Mobile phone or 0345 301 4455 to request to cancel your contract. If you’re leaving before the end of your contract then fees will apply.  To find out if you’ll have to pay any early termination charges when you leave, simply text ‘INFO’ to 85075, for free from your Tesco Mobile phone.

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

You’ll receive a final bill from us, which will include any recent usage. It won’t be any more than your monthly line rental, unless you made calls to non-standard numbers.

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

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.

Taking your number to a new network

If you want to take your number to a new mobile network, you need to request a Porting Authorisation Code (PAC). There are four ways you can do this.

  • Go to My Account
  • Text ‘PAC’ to 65075 (it’s free)
  • Web chat with us
  • Call us on 4455 free from your Tesco Mobile phone

If you’ve got more than one number on your account, please log in to My Account, Web chat with us or call our Customer Care team to ask for your PAC or STAC.  Your PAC or STAC will be valid for 30 days.

Just to let you know, if you leave Tesco Mobile, you’ll lose any remaining Family Perks on pay monthly or credit/bundle balances if you’re on pay as you go.

 

Leaving without taking your number with you

If you don’t want to keep your mobile number, but want to change mobile provider and automatically cancel your current service, you can request a Service Termination Authorisation Code (STAC): There are four ways you can do this.

  • Go to My Account
  • Text ‘STAC’ to 75075 (it’s free)
  • Web chat with us
  • Call us on 4455 free from your Tesco Mobile phone

If you’ve got more than one number on your account, please log in to My Account, Web chat with us or call our Customer Care team to ask for your PAC or STAC.  Your PAC or STAC will be valid for 30 days.

 

FAQs

Exit fees

If you want to find out any early termination fees or find out your current credit balance, you can do one of the following:

  • Go to My Account
  • Text ‘INFO’ to 85075
  • Web chat with us
  • Call us on 4455 free from your Tesco Mobile phone

 

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.

What is a PAC/STAC and how long does it last?

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.

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.

How long will it take to transfer my number?

Once you’ve given your PAC or STAC and once your number transfer or termination has been scheduled, it can take up to 24 working hours for your number to transfer. This may take a little longer during 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.

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

If you’re transferring your number away from Tesco Mobile, please call our Customer Care team on 4455 from your Tesco Mobile phone or 0345 301 4455 from any other phone.

How do I find out details on my account?

Log in My Account to see all your account info.

I’m still within my cooling off period, can I leave Tesco Mobile?

You can leave Tesco Mobile within your 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.

I want to cancel my number completely, how do I do this?

You can request a STAC

  • Go to My Account
  • Text STAC to 75075 (it’s free)
  • Web chat with us
  • Call us on 4455.

Text ‘INFO’ to 85075 to find out if you have to pay an early termination charge.

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 be deactivated 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.

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 will 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.