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Switching to another network

This page explains what to do if you want to leave Tesco Mobile and join another network — including what to expect during the switch.

The important question: do you want to keep your number?

When you leave Tesco Mobile to join another network, you must decide whether you’ll move your number. Depending on your choice, we’ll give you either a PAC or a STAC code to share with your new network.

If you want to move your number to a new network:

You will need a PAC (Porting Authorisation Code). To get thus, text PAC to 65075.

If you plan to get a new number: 

You will need a STAC (Service Termination Authorisation Code). To get this, text STAC to 75075.

It’s free to text these numbers from your Tesco Mobile Phone, but you must be the account holder to request a PAC or STAC. 

Codes are delivered within one minute and are valid for 30 days. Each PAC or STAC is unique to its mobile number.

Once you share a PAC or STAC with your new network, your service agreement with Tesco Mobile will end. If you change your mind, simply let the code expire and you’ll stay connected to our network.

If you have multiple numbers with Tesco Mobile

  • Log in to My Account
  • Select View or Change my account details
  • Scroll down and select “Leaving Tesco Mobile?”, then follow the steps. 

 

Alternatively, you can use web chat or call our Customer Care team. 

Things to know about the switching process

Pay monthly customers: Your service will continue until you give your code to your new network. Once this happens, we’ll cancel your connection within one working day — unless you have requested a specific future transfer date. 

You’ll receive a final bill, including any recent usage and Early Termination Charges (ETCs). Please do not cancel your Direct Debit until this final payment has been processed.  

To check if you need to pay ETCs, text INFO to 85075 for free. To learn more about what charges will be payable in relation to your mobile handset agreement, please see our Early Termination guide.

Pay as you go Essentials customers: If you're switching to another network using a PAC or STAC code, you can request a refund for any remaining credit you have on our pre-paid services. To ask for a refund, contact us via web chat.

Business customers: Please call us on 0345 601 2448 for support.

Insurance: If you have Tesco Mobile Protect, please cancel this separately by calling 0345 030 3290. If you intend to use another network's SIM in your device, you may need to contact us to unlock your phone.

Helpful info about your number transfer

Timing: Your transfer should be completed within one working day, as long as you give your PAC to your new provider before 6pm, Monday to Thursday. Otherwise, the process may take a little longer. 

Transfer day issues: If your number hasn’t transferred by 6pm on your scheduled date, try turning your phone off and on again. Please also check that you’re using the correct SIM. If you still have problems after this, call us on 4455 from your Tesco Mobile phone or 0345 301 4455 from any other phone. 

Changing your mind: You can change your mind about a scheduled transfer until 6pm on the working day before it is due to take place. Please call our customer care team on 4455 as soon as you can.

More than one number on your account?

If you’re managing several numbers on one account, the process for requesting a PAC or STAC is slightly different. Please log in to My Account then select: ‘Manage my details'

  1. 'Request your PAC code'

  2. Scroll down to the bottom of the page and select ‘Leaving Tesco Mobile?’

  3. Select the mobile number you are requesting a PAC code for

  4. Follow the steps to request your PAC or STAC

Frequently asked quesions

Once you’ve requested your code, you should receive it within one minute. If you don’t receive your PAC or STAC, please contact us for help.

Once you have shared your PAC with your new provider, they’ll complete the switch within one working day — provided you give them the code before 6pm, Monday to Thursday. If not, it may take longer, particularly around bank holidays.

Please contact us via web chat as soon as possible. Alternatively, you can call Customer Care team on 4455 free from your Tesco Mobile phone.  
 
You can change your mind up until 6pm on the working day before your scheduled transfer date. After this, it’s not possible to cancel the transfer. 

If you are having trouble, please try the following:

  • Your transfer should be complete by 6pm on your scheduled date. Before this time, you can try turning your phone off and then on again to see if the number has transferred.
  • Ensure you are using the correct SIM card in your phone.
  • If it’s after 6pm on your transfer date and you are still experiencing issues, please contact us via web chat. You can also call our Customer Care team on 4455 from your Tesco Mobile phone, or 0345 301 4455 from any other phone.

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

 If you change your mind after requesting a code, you don’t need to do anything. The code will expire after 30 days, and you will simply remain with your current network. 

If you have received a code that you did not request, please report this as soon as possible by calling 0345 301 4455.

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

Further guidance is available on Ofcom’s switching page.

If you’re unhappy with your experience when requesting a PAC or STAC, you may be entitled to compensation. Please follow our complaints procedure and have your mobile number, the PAC/STAC provided, the network you moved to, and the date of your request ready.