Cancelling a pay monthly account
Cancelling during your 14 day 'cooling off' period
Your Tesco Mobile phone or SIM card includes a cooling off period of 14 working days from when you receive it. If you change your mind within this time, you can return it to us ‘as sold’ for a refund or an exchange.
No matter how you bought your contract and phone with us, if you wish to cancel your contract and return your phone to us within the 14 working days ‘cooling off period’, then you can complete cancellation request.
If you do not wish to continue with this online form, then you can cancel through a couple of different ways. If you bought your contract and phone either online or over the phone then you can also call our Customer Care team on 0345 301 4455 to cancel. If you bought in store, then please take it back to your nearest Tesco Mobile Phone Shop.
For more information, see our FAQs below.
Cancelling during your contract term
If you cancel before the end of your contract term, then you will incur early termination charges. To find out if you’ll have to pay any early termination charges, text ‘INFO’ to 85075 free from your Tesco Mobile phone.
If you are moving to another network, check out our Switching Help page.
If you wish to cancel and not move to another network, then please call our Customer Care team on 0345 301 4455. If you have a SIM only contract, our webchat and Social Media team can support with your cancellation online.
Cancelling after your contract term
We're sorry you're thinking of leaving. Have you considered the upgrade options which are available to you? You can check your upgrade options easily, by logging in to My Account.
If you're still loooking to leave and want to move to another network, check out our Switching Help page.
If you wish to cancel and not move to another network, then please call our Customer Care team on 08000 30 40 30. If you have a SIM only contract, our Social Media team can support with your cancellation online.
Cancelling due to a bereavement or death of an account holder
First of all we’d like to offer our sincere condolences for your loss. We understand this can be a difficult time, please contact Customer Care on 0345 301 4455 or contact us online via webchat or social network support and we'll take care of everything for you.
If you have other mobile phone numbers on the same account, they can be transferred to pay as you go so you don’t lose service or to pay monthly (subject to credit checking eligibility).
If you're a business customer, please call us on 0345 601 2448.
Take your number when you leave
You may be looking to cancel and take your number with you to another network? Take a look at our Switching to another network Help.
Alternatively, if you're looking to cancel your pay monthly account but keep using your number on pay as you go, then you'll need to get in touch with our Customer Care team on 0345 301 4455.
Frequently asked questions
If you are cancelling before the end of your contract term, then you will incur early termination charges. To find out if you’ll have to pay any early termination charges, text ‘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 airtime contract bill from us, which will include any recent usage and ETCs. 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 still think your phone is faulty, use our troubleshooter, which has a 90% success rate. If we can’t help you fix your device, you’ll be able to book it in for a repair online.
If your phone is faulty and it’s within 30 days of when you bought it then we are happy to refund, repair or exchange it.
You can find all of the information you need, to arrange a repair here.
Your phone comes with our 24 month Tesco Mobile warranty that covers all manufacturers except Apple phones which have a warranty for 12 months. When you call our Customer Care team, we’ll let you know if your phone is still under warranty.