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Everything you need to know about switching

It’s really easy to move from your current network to Tesco Mobile. There’s just a few simple steps to take so we can get you up and running.

If you’ve chosen to keep your number, we’ll always try to get it transferred across to your new phone or SIM as quickly as possible. Sometimes, though, it can take up to 5 days – this is the same for all networks.

Just so you know, if you request a number transfer after 6pm on Friday, or over the weekend or on a bank holiday, the text to confirm your transfer date won’t come through until the next working day.

  1. Get your PAC: Before you switch, text PAC to 65075 for free from your old phone. You’ll get your PAC code within 60 seconds, and it’ll be valid for 30 days.
  2. Port your number: Once you’ve chosen your new phone or SIM, the easiest way to keep your number is to text PORT to 23424 for free from your new SIM, when it arrives.
  1. Get your STAC: Before you switch, text STAC to 75075 for free from your old phone. You’ll get your STAC code within 60 seconds, and it’ll be valid for 30 days.
  2. Move your connection: Give us your STAC code when you join to move your connection.

  1. When your new phone or SIM arrives, simply text ‘PORT’ to 23424.
  2. We’ll then text you within 24 hours to let you know the date your number will be transferred.
  3. Your phone will lose service on the day your number is due to transfer. When this happens, just turn your phone off and back on again, and check you’re connected to the Tesco network.

If you gave us your PAC code when you joined

  1. When your new phone or SIM arrives, make sure you’re disconnected from Wi-Fi and simply make a call or send a text.
  2. We’ll then text you within 24 hours to let you know the date your number will be transferred.
  3. Your phone will lose service on the day your number is due to transfer. When this happens, just turn your phone off and back on again, and check you’re connected to the Tesco network.

 

If you didn’t give us your PAC code when you joined

  1. When your new phone or SIM arrives, simply text ‘PORT’ to 23424.
  2. We’ll then text you within 24 hours to let you know the date your number will be transferred.
  3. Your phone will lose service on the day your number is due to transfer. When this happens, just turn your phone off and back on again, and check you’re connected to the Tesco network.

If you gave us your PAC code when you joined

  1. We’ll text you within 24 hours to let you know the date your number will be transferred.
  2. Your phone will lose service on the day your number is due to transfer. When this happens, just turn your phone off and back on again, and check you’re connected to the Tesco network.

 

If you didn’t give us your PAC code when you joined

  1. Simply text ‘PORT’ to 23424.
  2. We’ll then text you within 24 hours to let you know the date your number will be transferred.
  3. Your phone will lose service on the day your number is due to transfer. When this happens, just turn your phone off and back on again, and check you’re connected to the Tesco network.

Frequently asked questions

Your phone will lose service on the day your number is due to transfer – this can take up until 6pm. When this happens, just turn your phone off and back on again, and check you’re connected to the Tesco network.

If you gave us your PAC code online or over the phone, when your new phone or SIM arrives, make sure you’re disconnected from Wi-Fi and simply make a call or send a text. We’ll then text you within 24 hours to let you know the date your number will be transferred. If you still need help after this, please just get in touch.

Sometimes you may need to update your number in your phone settings, too. We’ve got a handy guide which explains how to do this. 

If you’ve received a text from us to say there’s an issue with your PAC or STAC code, take a look at our guide.

If you’re joining us and you have an issue with your PAC or STAC code, you’ll need to contact your previous network.

If you need any more help, you can get in touch with our Customer Care team by calling 4455 for free from your Tesco Mobile phone.

Just call our Customer Care team on 4455 for free from your Tesco Mobile phone as soon as you can, and we’ll be happy to help.

If you request a PAC or STAC code but then 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.

If you still want to join us then you’ll need to contact your previous network to get another PAC or STAC code.

Where compensation is payable due to delays in the switching process, we’ll make sure this is paid to you no later than 30 calendar days after…

·       the date on which the delayed switch is completed, or…

·       the date on which the delayed switch is cancelled either by you or us

This doesn’t apply to delays in the porting process (transferring your number).

You won’t need to do anything. If you’re transferring your number to a new network, once we’ve disconnected your Tesco Mobile SIM, you can try to use your new SIM. Please be aware, it can take up to 6pm on the switching date for your new SIM to be activated.

You’ll be able to use our services right up until we disconnect your Tesco Mobile SIM.

You can find out more by heading to Ofcom’s switching page.

If you’re a pay monthly customer and you’re switching within your contract term, you may still have payments to make on your contract. If you incur any charges over or outside your allowances, these will be added to your final bill.

If you’re switching to another network and you’re still within your contract term, any remaining phone payments will be added to your final bill. Once your final bill has been produced, it’ll be ready for you to view in My Account.

Upon request, we’ll refund you any remaining credit for prepaid services – minus any charges mentioned in your terms and conditions, if applicable.