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Leaving Information

Switching to another provider?

We are sorry to see you go. Before you move your service away, have you checked to see if we can offer you a better deal? Call us on 01608 434 000.

If you are considering switching and you want to know if you would have to pay any Early Termination Charges if you were to switch now, call us, or send us a text message with the word ‘INFO’ to 85075. We’ll then provide you with the information and send you a text message to confirm.

Moving to a new provider and taking your mobile number with you (PAC)

If you want to change mobile provider and keep your mobile number, you will need to request a Porting Authorisation Code (PAC). You can get a PAC free of charge via one of the following channels:
  • Call us on 01608 434 000;
  • By sending a text message with the word ‘PAC’, to 65075.
If you have multiple numbers on your account, you can only request a PAC via your online account or by calling us. You can switch up to 24 numbers at the same time and if you want to switch more than one, then you will need to go online or call us on 01608 434 000.

If you are a business customer, you will need to go online or speak to your account manager.

If you a residential customer, after you request a PAC, we’ll immediately send you a text message with your code. If you are a business user, you will receive it within two working days. This message will let you know if you have to pay any Early Termination Charges for terminating your contract before its end date. You can always call us on 01608 434 000 if you have any more questions and want to speak to a customer service advisor.

If you want to go ahead with the switch, you will have to give your PAC to your new provider. Once you have switched, your mobile number will transfer to your new provider, service with us for this mobile number will terminate and we will stop billing you for this number.

Your PAC will be valid for 30 days. If you do not give your PAC to your new provider, your service will not switch, and you will continue to be billed.

Moving to a new provider without keeping your current mobile number (STAC)

If you want to change mobile provider and automatically cancel your current service but not keep your mobile number, you can request a Service Termination Authorisation Code (STAC).

You can get a STAC free of charge via one of the following channels:
  • Call us on 01608 434 000;
  • Your online account (available for Your Co-op network);
  • By sending a text message with the word ‘STAC’, to 75075.
  • If you have multiple numbers on your account, you can only request a STAC via your online account or by calling us. You can switch up to 24 numbers at the same time and if you want to switch more than one, then you will need to go online or call us on 01608 434 000.
If you are a business customer, you will need to go online or speak to your account manager.

If you are a residential customer, after you request a STAC, we’ll immediately send you a text message with your code. If you are a business user, you will receive it within two working days. We will also let you know if you have to pay any Early Termination Charges for terminating your contract before its end date. There will also be a link to your online account, where you will find more information about your contract and other lines and services you have with us. You can always call us on 01608 434 000 if you have any more questions and want to speak to a customer service advisor.

If you want to go ahead with the switch, you will have to give your STAC to your new provider. Once you have switched, your service with us for the mobile number will terminate and we will stop billing you for this number.

Please note: A STAC will not transfer your mobile number and once a STAC is used you will be unable to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.

Your STAC will be valid for 30 days. If you do not give your STAC to your new provider, your service will not switch, and you will continue to be billed.

Cancelling your mobile service without changing provider?

You can email in or call us and ask us to terminate your contract. If you are not transferring provider, you will not need a PAC or STAC.  You will be subject to a notice period according to your contract, during which we will continue to provide you with our service and at the end of the notice period, we will terminate the mobile number and stop billing you for this number.

Please note: When you cancel your account, your mobile number will terminate, and you will not be able to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.

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