PAC Codes: How to transfer your mobile number when switching networks

June 21st, 2015

How to transfer your existing phone number from one mobile network to another: a step-by-step guide to using a PAC code.

BT MobileEEgiffgaffiD MobileO2
TalkTalk MobileTesco MobileThreeVirgin MobileVodafone

If you’re changing mobile networks, it’s not necessary to also change your phone number. In the UK, it’s a straightforward process to bring your phone number with you to a new mobile network. It means you eliminate the hassle of changing your phone number: there’s no need to tell anyone a brand new number and you can be sure not to miss any vital incoming calls.

To transfer your phone number from one network to another, you need to use something called a PAC Code. It’s free to transfer your phone number between networks and the whole process should only take one working day.

Step-By-Step Instructions: Transferring Your Phone Number

For a step-by-step guide on how to transfer your phone number, please select your current mobile network followed by the mobile network you’re planning to join:

PAC Code Finder: Step-By-Step Instructions

Your current network provider:

Your new network provider:

In the rest of this article, we’ll discuss the procedure behind transferring your mobile phone number. We’ll show you how to obtain and how to use a PAC Code. We’ll also discuss the time limits on a PAC Code and your legal entitlements as per the Ofcom regulations. Finally, we’ll look at some special cases (e.g. transferring a phone number within the same network and transferring a phone number that’s on Pay As You Go).

What is a PAC Code?

PAC Codes are used to transfer a mobile numberIn the UK, PAC Codes (Porting Authorisation Codes) are used to transfer your mobile number from one network to another.

  1. Start by obtaining a PAC Code from your old network. It’s always free to obtain a PAC Code: it’s your legal entitlement and you must be provided it within two hours of your request. Later on this page, we have full details on how you can request a PAC Code from your current mobile network.
  2. Order your new phone or SIM card. You’ll initially be given a temporary phone number: you can use this to make sure everything is working properly (e.g. that the phone or SIM card is working as intended and that you’re getting satisfactory coverage from the new network).
  3. Use the PAC Code by giving it to your new network. Submit the PAC Code to your new network either through an online form or over the phone. After you do this, your phone number transfer will normally be scheduled for the next working day.

For step-by-step instructions on how to use a PAC Code, please select your current mobile network followed by the mobile network you’re planning to join:

PAC Code Instructions

Your current network provider:

Your new network provider:

Note: PAC Codes are sometimes confused with PUK Codes (Personal Unblocking Key Codes). The two codes serve a very different purpose. A PUK code is required if your handset becomes blocked (e.g. if you accidentally enter the PIN number incorrectly three times). When moving networks, be sure to ask for a PAC Code rather than a PUK Code.

Obtaining a PAC Code

Contact Details: Getting a PAC Code

The first step in transferring your mobile number is to obtain a PAC Code from your current mobile network. A PAC Code is nine-digits long and authorises the transfer of your phone number to another network. A PAC Code contains three letters followed by six numbers (e.g. ABC 123 123).

You can obtain a PAC Code by contacting the customer services department of your current network:

Current
Network
Phone Number for Obtaining a PAC Code
EECall 150 from your EE handset
or 07953 966 250 from another phone. See full contact details.
O2Call 202 for O2 Pay Monthly, 4445 for O2 Pay As You Go
or from another phone: 0344 809 0202 (Pay Monthly), 0344 809 0222 (PAYG). See full contact details.
OrangeCall 150 for Orange Pay Monthly, 450 for Orange Pay As You Go
or from another phone: 07973 100 150 (Pay Monthly), 07973 100 450 (PAYG). See full contact details.
ThreeCall 333 from your Three handset
or 0333 300 3333 from another phone. See full contact details.
T-MobileCall 150 from your T-Mobile handset
or 0845 412 5000 from another phone. See full contact details.
VodafoneCall 191 from your Vodafone handset
or 03333 040 191 from another phone. See full contact details.

When calling your network and asking for a PAC Code, you’ll normally be passed to the customer retentions team. Remember: it’s your legal right to be able to get a PAC Code. Your mobile network must provide a PAC Code within 2 hours of your request. If they make it difficult, please remind them of their legal obligations.

Once issued, your PAC Code is valid for up to 30 days. You should keep it somewhere safe and secure (anyone with the PAC Code can initiate a number transfer). You shouldn’t cancel the plan on your old network: the cancellation will be done automatically when you finally use the PAC Code. Your old plan must remain active until the phone number transfer has finally been completed.

Using your PAC Code

Once you’ve been issued with a PAC Code, you should order your new phone or SIM card from another network.

After the new phone or SIM card has arrived, check to make sure everything is working as intended (e.g. that you’re getting satisfactory coverage from the new network). Once you’re happy to move your number over, contact your new mobile network and give them your PAC Code. After the PAC Code is given to your new network, it won’t be possible to reverse the phone number transfer.

Please select the mobile network you’re planning to move to:

Please select the network you're moving to:
EEO2ThreeVodafone

EE

O2

Three

Vodafone

Other Popular Networks: BT Mobile, giffgaff, iD Mobile, Talkmobile, TalkTalk Mobile, Tesco Mobile

Contact Details: Using a PAC Code

Once you’ve verified that everything works OK on your new mobile service, you should now provide the PAC Code to your new mobile network.

The contact details for providing your PAC Code are as follows:

New
Network
Contact Details for Providing a PAC Code
EEProvide your PAC Code to EE (ee.co.uk)
or call 150 from your EE mobile / 07953 966 250 from another phone (full contact details)
O2Provide your PAC Code to O2 (o2.co.uk)
Pay Monthly: call 202 from your O2 mobile / 0344 809 0202 from another phone
Pay As You Go: call 4445 from your O2 mobile / 0344 809 0222 from another phone (full contact details)
OrangeProvide your PAC Code to Orange (ee.co.uk)
Pay Monthly: call 150 from your Orange mobile / 07973 100 150 from another phone
Pay As You Go: call 450 from your Orange mobile / 07973 100 450 from another phone (full contact details)
ThreeProvide your PAC Code to Three (three.co.uk)
or call 333 from your Three mobile / 0333 300 3333 from another phone (full contact details)
T-MobileProvide your PAC Code to T-Mobile (ee.co.uk)
or call 150 from your T-Mobile mobile / 0845 412 5000 from another phone (full contact details)
VodafoneProvide your PAC Code to Vodafone (vodafone.co.uk)
or call 191 from your Vodafone mobile / 03333 040 191 from another phone (full contact details)

Note: We don’t recommend using your PAC Code if you want to cancel the new contract or if you want to return your new handset. There are added complications if your phone number has already been ported in to the new network.

Expected Timeframe for Number Transfer

Once you’ve given your PAC Code to your new mobile network, the phone number transfer will normally be scheduled for the next working day. There’s a daily cut-off point every afternoon for the current day’s porting requests. Depending on the network, the cut-off time is normally between 3pm and 5.30pm. If you submit a PAC Code after the daily cut-off time, your phone number transfer will take an additional working day.

Phone number transfers can only take place on a UK working day. They don’t take place over the weekend or on English bank holidays. Assuming no bank holidays, the following table shows when you can expect your phone number transfer to take place:

Day of Request* Day of Number Transfer
Saturday Tuesday
Sunday
Monday
Tuesday Wednesday
Wednesday Thursday
Thursday Friday
Friday Monday

* Day of Request: You’ll need to provide the PAC Code before the daily cut-off time (3pm to 5.30pm depending on your network). If the PAC Code is provided after the daily cut-off time, you’ll need to wait an additional working day for the transfer to take place.

You must be in the UK on the day of the phone number transfer.

Continuity of Service

Until the transfer, coverage continues on your old network.

Until the transfer takes place, you’ll continue getting coverage on your old network.

Whilst you’re waiting for the number transfer to take place, incoming phone calls and text messages continue being routed to your old mobile network.

On the day of the phone number transfer, your new mobile network will take control of the phone number at the same time as your account being closed on the old network.

When the transfer takes place, you’ll momentarily lose coverage on both of the networks. You’ll need to restart your handset on the new network for the coverage to come back and for the number transfer to be completed. Upon a restart, incoming phone calls and text messages should now be routed to your new mobile network.

Throughout the process, there’s no or little loss of service. This is because you continue receiving coverage on your old network until the transfer takes place.

Expiry of PAC Codes

A PAC Code will expire 30 days after issue. If you don’t use your PAC Code within the 30-day window, nothing happens and your account at the old network stays open as before. If you still want to transfer your phone number to a different mobile network, you’ll need to request a new PAC Code from your old network.

Instant Messaging Apps

If you’re using an instant messaging app (e.g. WhatsApp, Facebook Messenger or Snapchat), the temporary phone number may continue to show even after you’ve used a PAC Code. To fix this, you should use the ‘number change’ feature built in to your chatting application:

iMessage & FaceTime on iPhone

iPhone 6If you’re using an iPhone, you may experience problems with iMessage and FaceTime after transferring your phone number using a PAC Code.

If you’re moving your phone number to a new iPhone, you might see your temporary phone number continuing to show in iMessage and FaceTime. To resolve this, you first need to disable iMessage and FaceTime on the iPhone (you can do this through Settings > Messages > iMessage and through Settings > FaceTime). After doing that, go to Settings > Phone > My Number and update it to the number you want (this should probably be the number you transferred with a PAC Code). You should then restart your iPhone and re-enable the options for iMessage and FaceTime.

If you’re moving your phone number from an iPhone to a non-Apple smartphone (e.g. to a Samsung Galaxy or to another Android device), you may find you stop receiving messages from people with an iPhone. To fix this, you’ll need to de-register your old iPhone from iMessage and FaceTime. If you still have access to your old iPhone, go to Settings > Messages > iMessage and turn the option off. You should also go to Settings > FaceTime to turn FaceTime off. If you no longer have access to your iPhone, you can de-register iMessage through the Apple website.

Your Legal Entitlement to a PAC Code

Ofcom: UK's regulator of telecom servicesAs per Ofcom regulations, you’re legally entitled to transfer your phone number to another network. The right is enshrined within Ofcom’s General Conditions of Entitlement (May 2015, clause 18). Ofcom is the UK’s regulator for telecom services.

According to the General Conditions of Entitlement, you must be given a PAC Code within 2 hours of your request. In most cases, the PAC Code will be provided immediately over the phone. However, the PAC Code could also be sent as text message (via SMS). If the PAC Code is being sent by SMS, the network must still provide it within a two hour limit.

There are only a couple of reasons why your network can refuse a request for a PAC Code:

  • Failed security check. You must prove your identity when contacting customer services to request a PAC Code. If you aren’t able to adequately prove your identity, the network reserves the right not to issue a PAC Code. It’s important to have stringent security checks when providing a PAC Code: it ensures that no-one is able to “steal” your phone number.
  • A PAC Code has already been issued. Once a PAC Code has been issued, it’s valid for 30 days. Until the previous PAC Code has expired, your network will be unable to issue you with a new one.
  • The account has already been closed. A PAC Code can only be issued if the account is still open and if the number still belongs to you. If you’ve already closed your account on the network, the number may have been returned to the network. It’s not possible to recover a phone number once it’s been returned to the network. For this reason, your phone number must remain active until the point when the PAC Code is actually used.

If your network refuses to provide you with a PAC Code, they must inform you of the reasons why. Unpaid debt can’t be used as a reason not to issue you with a PAC Code. If you’re still within the minimum term of your contract, this also can’t be used as a reason not to provide you with a PAC Code. If you do choose to cancel your contract early, your old mobile network can charge you an early termination fee. This will appear on your final bill following the use of your PAC Code.

Special Cases

Transferring Within The Same Network

A PAC Code can only be used when moving your phone number to another mobile network. If you’re staying on the same network but changing to a different tariff, it’s not necessary to go through the PAC Code process. Instead, simply call the customer services of your current network and request an internal transfer inside of the network. You’ll need to provide details of both of your accounts.

Please select your network and tariff type:
EEO2ThreeVodafone

EE

O2

Three

Vodafone

Other Popular Networks: BT Mobile, giffgaff, iD Mobile, Talkmobile, TalkTalk Mobile, Tesco Mobile

If you simply want a smaller-size SIM card, see our guide on changing the size of your SIM card (e.g. switching to a Micro SIM or Nano SIM). The process for changing the size of your SIM card is even easier and doesn’t normally require a call to customer services.

Transferring a Pay As You Go Number

Pay As You Go credit can't be transferred.

You can’t transfer Pay As You Go credit.

You should follow the normal PAC Code process when transferring a phone number that’s on Pay As You Go.

One extra thing that’s important to be aware of is that you can’t transfer Pay As You Go credit to another network. Any credit remaining on your old account will automatically be forfeited on the day of the phone number transfer. For this reason, it’s normally a good idea to use up your credit before the day of the number transfer.

If you have a large amount of money remaining on your account, consider donating it to charity rather than spending it frivolously. You can donate money via text message to Cancer Research, the Red Cross and Save the Children. The minimum donation is typically around £3. You can also check directly with your favourite charity to see whether they’re able to accept donations by text message. There are more ideas here on how to use up your Pay As You Go credit.

Transferring to a SIM Only Deal

SIM Only Deals

Switching to a SIM-only deal can save you in the region of £200 per year.

A SIM-only deal is an airtime-only contract where you get a new SIM card for your existing, unlocked smartphone.

Compared to a traditional mobile contract, a SIM-only deal will offer you much lower rates. You can normally expect to save in the region of £200/year with a SIM-only deal. For more information, please see our full guide to SIM Only deals.

Select your SIM Only mobile network:

For SIM-only deals, the process of transferring your phone number is exactly the same. As an extra step, you should take care to make sure your handset is unlocked. If your handset is locked to a network, you’ll need to unlock it before using it on another network. For more information, you can see our in-depth guides to unlocking an iPhone and unlocking a Samsung Galaxy.

When changing to a SIM-only deal, you should also make sure you order a SIM card of the right size. SIM cards come in three different sizes: Standard SIM, Micro SIM and Nano SIM. The guide here will help you to find out which size of SIM card is required by your smartphone.

Cancelling & Ending Your Contract

Your account on the old network will be closed automatically once the PAC Code has been used and once your phone number has been transferred.

If you don’t use your PAC Code within 30 days, your plan will continue as normal on the old network.

If you simply want to end your old contract and if you don’t want to move your phone number elsewhere, you should avoid requesting a PAC Code from your network. Instead, just call up and say you want to end your current contract (if you request a PAC Code, the account will stay open until the PAC Code is actually used). In general, rather than cancelling your contract entirely, we instead recommend you move it over to a Pay As You Go network. This allows you to hold on to the phone number in case you want to use it again in the future.

Other Things To Know

There are several other things worth knowing about a PAC Code:

  • It’s impossible to swap the phone number on two accounts. When porting a phone number in to a mobile network, the original number on that network will be lost. It isn’t possible to keep the original phone number (so you aren’t able to swap the phone number between networks).
  • You can’t transfer a phone number that has already been lost. For instance, if you’ve already cancelled your contract or if your phone number has expired due to inactivity on Pay As You Go, the phone number will have been lost and can no longer be transferred.
  • UKYou can also transfer ownership of a phone number using a PAC Code. With PAC Codes, there are no checks as to the name on the old and new accounts. You can transfer a phone number to someone else’s account (e.g. to friends or family). Please be aware of possible privacy implications when choosing to do this: someone else will now have access to your incoming phone calls and text messages.
  • Businesses are able to transfer up to 25 numbers using a PAC Code. Small businesses can use a PAC Code to transfer up to 25 phone numbers from one mobile network to another. Larger businesses wanting to transfer more than 25 phone numbers should contact their network for full details on the process to follow.
  • A totally different system exists for transferring landline phone numbers. PAC Codes can only be used to transfer mobile phone numbers in the UK (these are UK phone numbers beginning with 07). If you want to transfer a landline phone number (beginning with 01 or 02), you should contact your landline phone provider to find out how to do this (e.g. BT, TalkTalk, Sky or Virgin).

More Information

For a step-by-step guide that takes you through the process of transferring a mobile number, please try our PAC Code Finder.

Please select the network you're moving to:
EEO2ThreeVodafone

EE

O2

Three

Vodafone

Other Popular Networks: BT Mobile, giffgaff, iD Mobile, Talkmobile, TalkTalk Mobile, Tesco Mobile

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About Ken

Ken Lo

I'm a freelance writer specialising in mobile technology. I've been blogging at Ken's Tech Tips since 2005 with the aim of demystifying mobile technology for the rest of us.

Before writing about mobile technology, my background was in space & atmospheric physics. I have also worked in software development. Nowadays, I help companies to explain mobile technology to their customers. Please check out my portfolio or get in touch for more information. I'm also on Google+.

Your Comments

We'd love to hear your thoughts and any questions you may have. So far, we've received 818 comments from readers. You can add your own comment here.

  1. Adam said:

    I found out recently that on EE once you request a PAC code you can’t then be upgraded instead. Don’t know if that applies to other networks but I wasn’t aware that could be an issue.

  2. Alex said:

    Is it possible to transfer another number to existing contract and take number from that contract to another provider?

    1. Ken Lo
      Ken replied:

      Hi Alex,
      Thanks for your comment. Unfortunately, it’s not possible to do a simultaneous port-in & port-out (see “other things to know” in the article above). In your case, porting your number from Account B to Account C will lead to Account B being closed automatically. As Account B is closed after the transfer, it’ll prevent you from moving the phone from Account A to Account B.
      Ken

  3. Gemma said:

    I tried to transfer my number from 02 to EE on Friday 7th august, it was after 17.30pm so I new I would have to wait until Tuesday’ish for it to switch. The problem is it still hasn’t changed over. I have tried turning both phones on and off, tried turning my iMessage and FaceTime off and on again to see if they helped but nope still nothing….
    Any help or suggestions would Be great.
    Thank you

    Transferred a phone number from O2 to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Gemma,
      Your best bet is to call EE Customer Services on 150. They should hopefully be able to give you an update on this changeover.
      Ken

  4. Dale said:

    Hi Ken,

    I bought a Lebara pay-as-you-go Nokia 105 when visiting the U.K. to avoid roaming charges on my usual mobile (which is on the Jersey Telecom network). Unfortunately, as I visit the U.K. infrequently, the next time I visited the Lebara mobile did not work as I had not added any credit for several months.

    I want to unlock the handset so that I can use any SIM in it. Do you know how I can do that, please?

    Thank you.

    With kind regards,

    Dale

    1. Ken Lo
      Ken replied:

      Hi Dale,
      Thanks for your comment. According to the Lebara Mobile website, all of their handsets are provided unlocked. Hence, you shouldn’t need to worry about unlocking your handset.
      With regards to the expiry of your SIM card, Lebara will disable any SIM card that isn’t used for a period of 84 days. This is why the SIM card will no longer function.
      Ken

  5. Liam said:

    Hi I’m having the same issue as a couple of people on the comments.
    The transfer from 02 to vodafone, my phone can dial out but nobody can dial me or text me, the transfer date was today but I’m without full service on my old 02 SIM and on my new Vodafone sim, I’ve called Vodafone several times to be promised different things and told different stories but as yet I’m still without a useful phone. Do you know if keeping the phone switched off is useful as one Vodafone representative told me it was my fault for having the phone on . . . I’d never been told to switch it off

    Transferred a phone number from O2 to Vodafone (filter to show only these comments)

  6. Samuel said:

    Hi, I just transferred my old number from orange to my new ee sim, both pay as you go, the swap hasnt happened yet as it apparently takes a few days. My question is: as the new sim had 10 pounds prepaid credit and a particular deal on it already, will I lose the credit and the deal when my old number replaces the temporary one? Thanks.

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Samuel,
      Thanks for your comment. Normally, with a cross-network transfer, you lose your credit only on the network you’re leaving (the PAYG credit on your new SIM card will still be there after your transfer). With an internal transfer (e.g. going from Orange to EE), there isn’t a set rule for what would happen. For this reason, I would probably clarify directly with EE customer services (dial 150 from your EE handset). My guess is they should probably combine the PAYG credit from both accounts (in my experience, this is what other networks will typically do).
      Hope this helps,
      Ken

  7. Agnes said:

    Hi.
    I transferred my existing number from O2 to EE.the men from O2 who was given me my PAC Code told that my new phone must be unlocked.Is that true?

    Transferred a phone number from O2 to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Agne,
      Thanks for your comment. It depends on how you’re planning to use the EE network. If you’ve bought a new handset from EE, it’s not necessary for that phone to be unlocked (it will work straight away on the EE network). If you’re planning to use an EE SIM card in your existing O2 handset, you’ll need to make sure your handset is unlocked. For more information, see my guide on mobile phone unlocking as well as the articles on unlocking an iPhone and unlocking a Samsung Galaxy.
      Hope this helps!
      Ken

  8. Patrick said:

    Hello Ken, i want move from EE to Three. Im on pay monthly and my contract ending at April 2016. Can i move now or i need to wait when my EE contract ends? And what i need to do? Cheers

    1. Ken Lo
      Ken replied:

      Hi Patrick,
      Thanks for your comment. It’s possible to move your phone number between networks at any time you like :) The only thing to possibly be aware of is early termination fees for ending your contract early (it’s likely you’ll need to pay off the rest of your contract until April 2016).
      Ken

  9. Julia said:

    I have an Iphone 4S on EE which is on a sim only contract (30 days). I want to upgrade to an Iphone 6 but with EE direct the price is really high. I’ve sourced another deal through a third party so the phone will come with a new number. I want to stay with EE and I want to keep my number. At the moment you cannot port numbers within the same network. Someone has suggested I buy a pay n go on another network – import my current number onto it, then when I get the Iphone 6 on EE, I import my number back to that. Is that possible to do?

    Transferred a phone number within EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Julia,
      Thanks for your comment. If EE is refusing to move your phone number to the new account, you can indeed it port it out to another network before porting it back later to EE (you can order a free Pay As You Go SIM card for this purpose).
      Ken

  10. Suzy said:

    Hi, I’ve recently transferred from Orange to Vodafone and kept my new number using the PAC code – that has all gone smoothly but when friends are texting me they are using my old number that I kept from Orange and it’s coming through to my new Vodafone phone as it should but when I reply to them the message or the phone calls appear on their phones as the new Vodafone number that came on the sim rather than my actual number. Could you give some advice as to why this is happening and if there is a solution? Thanks.

    Transferred a phone number from Orange to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Suzy,
      Thanks for your comment. Are you by any chance using an iPhone? If so, your text messages may continue to show a temporary phone number after the transfer takes place. There’s more information here on how you can resolve the problem. If you’re using another device and your SMS text messages are showing the wrong number, you should contact Vodafone Customer Services about the problem you’re having.
      Hope this helps,
      Ken

  11. Silviya said:

    Hi,I did gave Virgin my Giffgaff PAC number to port old number to my new Virgin sim card. BUT Virgin port my number to a wrong account. So this other person had my number and even didnt know that Virgin changed her mobile fone number!!! And now Virgin saying that this whole situation is really rare and I can not have my number back neither this other custumer could reverce back to her original Virgin number!!1 What can we do about this???????

    Transferred a phone number from giffgaff to Virgin Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Silviya,
      Sorry to hear about the problem caused by Virgin Mobile. Did you manage to resolve the problem in the end or is it still ongoing as of today? I strongly recommend you make a formal complaint in writing to Virgin Media – hopefully this should escalate the issue to someone who can investigate it further.
      Ken

  12. Hayley said:

    Hi, I informed EE that I was leaving and requested by pac code which they sent in the post. Before I had even used the code EE charged my account £36 for requesting the code and giving them my 30 days notice.
    When I had originally contacted EE they never informed me of this charge and then went on to say that it was because I had requested the pac code I had to pay for it.
    After discussions with them they finally agreed to refund me the money as at no point was I informed of this charge.
    I wasn’t in a contract with them and on the bill it said penalty charge??????
    I am now worried that although i am receiving texts and phonecalls on my new O2 phone, my old phone is still able to call out as I have tested it and I don’t want them to charge me for it.
    EE is a nightmare!!!!!
    I’m still waiting for the refund so watch this space as to whether I will have to call them again!!

    Thanks for the info though it has helped.

    Transferred a phone number from EE to O2 (filter to show only these comments)

  13. A.w said:

    Hello, I’m on orange and i changed my number to another orange number as i was receiving calls of unknown people i got told it would take “couple of hours” for the number to change from my side but it still hasn’t changed, how long does it usually take? And would I receive a sms to let me know its been changed?

    Transferred a phone number within Orange (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi AW,
      Thanks for your comment. Unfortunately, changing your phone number is an internal network process. For this reason, there isn’t an agreed service standard which applies to all companies across the industry. The only thing I can advise you to do is to contact Orange Customer Services on 150 (450 if you’re a Pay As You Go customer). They should be able to give you an update on this process.
      Ken

  14. Gerry said:

    Hi Ken, I wonder if you could tell me where I stand regarding the problem I’m having with porting my number over to iD.

    I got my pac code from O2 and used id’s online porting facility on July 1st to transfer on July 2nd, my O2 sim went dead on the 2nd but iD where having network problems so I couldn’t check for 4 days, when I find it didn’t go through?

    I have contacted iD CS numerous times to resolve this, but they say next day, three to five days, I am getting nowhere with them, any ideas?

    Kind regards,

    Gerry.

    Transferred a phone number from O2 to iD Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Gerry,
      Thanks for your comment. It’s iD Mobile that’s now responsible for the provision of your service (your phone number has already left the O2 network). Unfortunately, this means you need to further liaise with iD Mobile to resolve the problem. I know this response won’t provide you with much comfort (it’s just that iD Mobile are the only people who are actually able to see your account). If you want to escalate the issue, I recommend you make a formal complaint in writing to iD Mobile. This should hopefully help you in getting the situation resolved as quickly as possible.
      Best of luck,
      Ken

      1. Gerry replied:

        Hi Ken, Thanks for your prompt reply and links.

        I am waiting on them getting back to me by this evening.

        But if they have lost my number ( I don’t understand why it hasn’t gone over ? ), do I have any legal entitlement?

        Kind regards,

        Gerry.

        1. Ken Lo
          Ken replied:

          Hi Gerry,
          I’m afraid I can’t advise on legal entitlements with regards to a phone number (there isn’t a set rule or compensation scheme for things such as this). You could probably check directly with the Ombudsman or Ofcom but I’m also not totally sure if they can give you an answer. Your best bet would probably be to complain directly to iD Mobile – if necessary, you can escalate the issue upwards from there. Really sorry I can’t give you any more detailed advice than that! :(
          Ken

  15. Don said:

    iDmobile mistakingly cancelled my contract then lost my mobile and can’t re-enable it to issue me a PAC for my business mobile number…..

    I ported my number from Vodafone to iDmobile, everything worked fine until the line disconnected one evening. I rang iDmobile and visited carphonewarehouse who both confirmed that between them they’d accidentally cancelled my contract, lost my number, and now I’m stuck without a business mobile. Vodafone confirm the number was ported across to the 3 network, and also advise that re-enabling the number and then generating the PAC is something that can be done normally in their experience – yet iDmobile seem unwilling to even discuss it and carephonewarehouse aren’t making much progress.

    Transferred a phone number from Vodafone to iD Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Don,
      Sorry to hear about the problems moving your phone number from Vodafone to iD Mobile. I recommend making an official complaint to iD Mobile as quickly as you can – they should assign you a person to deal with the case. Unfortunately, there’s isn’t any more help I’m able to provide but I hope the problem can be resolved quickly and in your favour.
      Please do keep us updated if you hear any more from iD Mobile.
      Ken

  16. Amy said:

    Hi, I’ve just upgraded to an iPhone 6 on ee through the Carphone warehouse and was previously on orange/ee, but I was given a new sim with a new number, I was wondering if the number will automatically change or if I have to get the pac code?
    Thanks

    1. Ken Lo
      Ken replied:

      Hi Amy,
      Thanks for your comment. This would totally depend on whether your iPhone was provided to you as a new customer or as an upgrade on your old network. If you’re moving to another network, you’ll need to go through the process of transferring your phone number. If you’re staying on the same network, you should contact customer services to see what will happen to your account.
      Hope this helps,
      Ken

  17. Jessica Langford said:

    Hello,

    I’m due to upgrade my contract in a couple of days but the upgrade is on a different network. I understand I have to phone my current provider for a PAC Code. I only have a month left in my contract but I’m taking the standard upgrade. On EE’s website the PAC Code is free but other charges will apply. I just wanted to know will I be expected to pay the final month of my contract? Is that what EE means by other charges apply?

    1. Ken Lo
      Ken replied:

      Hi Jessica,
      Thanks for your comment. The PAC Code itself will be free but you might need to pay charges associated with closing your account on EE. If you’re terminating your contract early, you’re normally expected to pay off the contract. If you’re no longer within the minimum term of your contract, there may still be a 30 day notice period (if so, you may need to pay an additional 30 days from when you tell EE you want to move to another network). The best way of finding out your exact charges would be contacting EE and asking them directly.
      Hope this helps,
      Ken

  18. Ann said:

    Hi Ken,

    I just received an email that the network that I am with is ending their mobile telephone service and required me to transfer to a different network. I am currently abroad not in the UK. Is it still possible to do the transfer while I am abroad or has to be in UK as the current network provider is in UK. Would like to stay with a UK network provider and won’t be back into the country for a while to do the transfer before the 31st August 2015.

    Please advise.

    Thanks.
    Ann

    1. Ken Lo
      Ken replied:

      Hi Ann,
      Thanks for your comment. I assume you’ve been caught out in the closure of Family Mobile? :(
      Unfortunately, I don’t know the answer to your question. It might be the case that only your new SIM card needs to be in the UK (in which case, you can ask a friend or family member to get the SIM card for you and you can action the transfer remotely on the internet). Unfortunately, you would still need to return to the UK to later pick up that new SIM card. It might be worth asking the team at Family Mobile: they might be able to shed more light on this matter.
      Sorry I couldn’t be of any more help,
      Ken

      1. Ann replied:

        Hi Ken,

        Thank you for your reply. You are smart to have guess the network that is ending their service.

        Have a good day.

        Ann

  19. Khubb said:

    Hi Ken,

    I wish to swap my PAYG number to my new Pay monthly on a different network but keep the new Paymonthly number to put back on a PAYG sim. (swapping numbers) Can this be done by obtaining 2 PAC codes from the networks and switching on the same day or will one be lost?

    Thanks

    1. Ken Lo
      Ken replied:

      Hi Khubb,
      Thanks for your comment. Unfortunately, it’s not possible to swap the phone number on two accounts. This is because when you use the PAC Code, the phone number on the network you’re porting into will automatically be lost and will be replaced by the number you’re porting in. There’s more information in the things to know section.
      Hope this helps,
      Ken

  20. tao palmer said:

    Hi Ken,Am currently with T-mobile on a contract thats just finished.Decided to upgrade my phone & found the best deal was on the internet.New phone arrived yesterday & I phoned T-mobile to ask for my PAC code & this was duly given to me.This morning phoned my new provider EE & was advised as T-mobile & EE are now essentially 1 in the same EE are NOT able to accept the PAC so I m stuck with the new number,however they advised I could go & buy a SIM only deal & give my PAC code to the new supplier ( say O2) then after a month cancel & ask for the new PAC & then & only then will EE be able to accept this PAC & move my old number to my newish phone.Seems a long winded way ,not to say expensive(1 month will be paying twice ) route to follow,is what I ve been told correct?

    Transferred a phone number from T-Mobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Tao,
      Thanks for your comment. I believe it should still be possible to use a PAC Code to move your number from T-Mobile to EE. For more information, take a look at the comments on this page (they’re from other readers who’ve also transferred from T-Mobile to EE).
      Ken

  21. Jessica Wilkinson said:

    Hi does anybody know how I change a number from EE pay as you go to EE pay monthly ive added my dad as a sharer on my account but he wants to keep his old EE pay as you go number
    Thanks

    Transferred a phone number within EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Jessica,
      Thanks for your comment. Phone number transfers within the same network are handled internally without the use of a PAC Code. To transfer the phone number onto the new Pay Monthly SIM card, you should call EE Customer Services on 150.
      Hope this helps!
      Ken

  22. Pumi said:

    HI Ken,

    This site is great – Thanks Ken.

    I’ve just signed up a Corporate account with EE and most of the employees will be porting their numbers across from their current providers. EE will provide the devices with the EE number:
    Question: is the EE number the ‘Temporary Mobile number’ that employees can give out to their friends and families, whilst their number is being ported across? And as soon as their number has ported across the EE number will disconnect?
    Thanks!

    1. Ken Lo
      Ken replied:

      Hi Pumi,
      Thanks for your comment. The temporary phone number is what you get by default on the EE SIM card. If your employees choose to port their personal number in, the temporary phone number is returned to EE and will no longer work for receiving calls and texts. Given it typically takes only around 1 working day to port the number over, there probably isn’t a huge amount of value in your employees giving out the temporary phone number from EE.
      One thing that’s probably worth checking is how EE deals with employees who leave the company. If employees choose to port in their personal phone number, there can sometimes be complications when they want to get the phone number back out (e.g. there might be an early termination fee or they might need to continue the contract in their own name). See comments #1, #2 and #3.
      Hope this helps,
      Ken

  23. Ellen said:

    I have transferred for virgin. It’s been days now since I used my PAC and my old number still has not ported. To make it even worse despite ringing and getting transferred around the houses. I still did not get any help.

    1. Ken Lo
      Ken replied:

      Hi Ellen,
      Sorry to hear about the issues having transferred your phone number to Virgin. Unfortunately, you’ll need to contact Virgin directly about this problem: you can call Virgin Customer Services on 789 (0345 6000 789 if you’re calling from a non-Virgin phone). They should be able to investigate this for you and should let you know why the incoming calls are failing.
      Ken

  24. Dawn said:

    Hi,

    Hope you can help?!

    I am currently with vodafone, long overdue an upgrade so not tied in. My husband is on a sim only contract under my account (I think – we only get the one statement/dd taken). We have been unsuccessful in getting a KKO mobile scam payment stopped, which is currently being charged weekly against my husbands contract! Therefore I want us to change network…. We have both had our mobile numbers since day one and my husband uses his alot for work so I am just trying to find out: if we change network using a PAC code (to keep our numbers), will simply changing network and having a new account stop the KKO mobile payments or will the scam subscription continue to be taken? Does that make sense? We don’t want to change number(s) unless we have to.
    Can you confirm?
    Thanks!

    1. Ken Lo
      Ken replied:

      Hi Dawn,
      Sorry to hear about the problems you’ve experienced with the KKO scam. With regards to your question, I’m not sure whether the subscription will transfer over to another network (I suspect there’s a good chance it will). Have you tried contacting Vodafone and asking them to put a bar on these messages? Vodafone should be able to put an account-wide bar on premium-rate SMS (more info over on this page). I recommend you also contact PhonePayPlus, which is the UK’s regulator for premium-rate text messages. They should be able to help you get your money back (the initiating company can also be fined up to £250,000 for each violation).
      Good luck,
      Ken

  25. Sue said:

    Hi, I had to move from Orange PAYG to EE PAYG to be able to swap my micro sim to a nano sim. Was assured my old number and credit would be transferred across. 48 hours later my old number has been ported but not my credit! Have been in touch with the local EE shop and was told to give it time. How long should it take?

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Sue,
      Thanks for your comment. Unfortunately, the transfer of credit from Orange to EE is an internal process within the EE network. For this reason, I wouldn’t know how long the process is expected to take. The best way of checking will be to call EE Customer Services on 150.
      Sorry I couldn’t be more helpful.
      Ken

  26. Amanda said:

    Hi, I have recently moved my number to Vodafone from T- Mobile using the PAC Code. All is ok but my other phone is still working in terms of playing games and connecting to the Internet?

    Transferred a phone number from T-Mobile to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Amanda,
      Thanks for your comment. After your phone number transfer from T-Mobile to Vodafone, the old account at T-Mobile should be closed automatically. The handset itself will still work however (e.g. apps & games will continue to work… you’ll also be use wi-fi internet). If you’d like to use the old handset for calls/texts/mobile internet, you can order a free Pay As You Go SIM card or a SIM Only contract.
      Hope this helps,
      Ken

  27. Rob West said:

    Hi Ken, thanks for this very useful information! I have now received a Pac code from EE as, I am temporarily transferring my number away from them while creating a shared contract with EE with my daughters phone. This will save a considerable amount of money as the second sim (costing £8/month) has unlimited calls and texts, but shares data with the other phone.
    EE would not allow me to either swap numbers between myself and my daughter, nor could I keep my number when acquiring a new shared sim. The only way therefore I is to transfer my number to another network (I chose Tesco ‘pay as you go’) and then will port it back once I receive my EE shared sim. Ee did say that Tesco may not allow me the PAC number immediately as their policy (EE’s) only allows customers their number after a 3 month period. Is that the general rule or is it just EE being akward? They say it was put into their policy to prevent old customers getting the better deals as new customers tended to get! I will update you as to my progress..

    Transferred a phone number within EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Rob,
      Thanks for your comment and do please keep me updated about your situation!
      With regards to your questions: there’s actually no technical reason why EE isn’t able to swap your phone number internally. It’s simply a business process i.e. so they don’t need to offer new customer discounts to upgrading customers and so they don’t need to pay any sales commission related to a new contract. This is why they ask you to port your number out and then back in at a later date (technically, you’d actually leave the network and then re-join as a new customer). In reality, I have heard of certain situations where a mobile network has done number transfers internally (though it normally requires a lot of persistence with the customer support line).
      With regards to a PAC Code from Tesco, you should be able to get this immediately. Tesco needs to adhere to their legal requirements to give you a PAC Code – they can’t force you to stay on the network for a certain time. With regards to EE’s 3-month policy, it’s the first time I’ve heard about this! For this reason, I wouldn’t be able to tell you if the policy actually exists. If it does, it’ll certainly be a case of EE being awkward!
      Ken

  28. Trouble said:

    Hi , I ,I lost my phone 2 days ago and I wanted to know how I can retrieve the number that I had . ? Thank you

    1. Ken Lo
      Ken replied:

      Hi there,
      You should contact your mobile phone network as quickly as possible. This is so you can put a bar on the SIM card. Your mobile network should also be able to send you a replacement SIM card through the post.
      Ken

  29. pr2hy said:

    Hi

    I am currently on EE sim only deal in the UK. I will be moving to Spain in a couple of months. Is there a way I can keep my mobile phone number and transfer it onto a local Spanish mobile network?

    Regards
    pr2hy

    1. Ken Lo
      Ken replied:

      Hi pr2hy,
      Thanks for your comment. Unfortunately, it’s not possible to transfer a UK mobile number to a network in another country. If you’re moving to Spain and want to continue receiving calls on your old number, the only option will be to roam on a UK-based SIM card. It typically costs 4.9p/minute to receive a phone call when you’re in the EU (receiving a text message will always be free). If you’re going abroad for less than three months, Feel At Home is free to use in Spain. For more information, take a look at my guide on using your smartphone in Spain.
      Ken

  30. Stevie said:

    Hi Ken, I have moved a vodafone payg sim to a new smartphone. It picks up the vodafone network and connects to it for a short while but will not allow calls or texts. The connection is then dropped and it won’t reconnect to vodafone. Sim works ok back in the old phone but gets a text from vodafone saying that settings need to be updated. Then a text arrives into which I put an authorisation code. Another text arrives saying that settings have been updated. I put the sim back in the new phone and again I get connection for a short while but no calls or texts, then it loses connection and the I go around in circles. Any ideas? I have swapped this sim to new phones in the past without any problems….

    Transferred a phone number within Vodafone (filter to show only these comments)

    1. Stevie replied:

      As an update I have just tried a new vodafone payg sim in the new phone and it all works ok. Looks like the old sim is the problem and will probably be easier to change my number to the new sim.

      1. Ken Lo
        Ken replied:

        Hi Stevie,
        Thanks for your update! As you say, this problem is normally caused by a faulty or malfunctioning SIM card. You can ask Vodafone to give you a replacement SIM card for free or you can ask them to move your current phone number over to the new SIM card :)
        Ken

        1. Stevie replied:

          Yes, I think you are right. One way or another it is new sim time. Also I notice the new sims have a micro sim ready to pop out for when I change phone again.
          Thanks for taking the time to reply. :)

  31. Kathryn Hulme said:

    Ken,
    Many thanks for your help – the process has finally worked :)

  32. Neil said:

    Is there such a thing as secondary pac numbers?
    I’m in the process of moving from Tesco mobile to Vodafone, I’ve been given a pac number by Tesco but Vodafone claim that they have given me a secondary number instead of a primary.
    Could this be true?

    Transferred a phone number from Tesco Mobile to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Neil,
      Thanks for your comment. I’ve never heard of a “secondary PAC number” – I’m also unable to find any reference for this in the mobile number portability manual. Does your PAC Code match the expected nine-digit format (e.g. ABC 123 456)? If not, it’s possible you’ve been given a PUK2 (used to gain access to your SIM card if you enter the PIN number incorrectly three times).
      Ken

  33. Samantha said:

    Hi
    I have a Vodafone contract but I want to transfer the number to an EE pay as u go sim. Is this possible? I don’t mind keeping the contract with Vodafone and having a new number with them but I would like that particular number on a EE pay as you go sim if that makes sense?

    Kind regards
    Sam

    Transferred a phone number from Vodafone to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Samantha,
      Thanks for your comment. It’s possible to transfer a phone number from Vodafone to EE. However, your old contract at Vodafone will normally be closed when you transfer the number out. If you want to keep the contract on Vodafone but with a brand new phone number, you’ll need to ask Vodafone Customer Services to see whether they’re able to do this for you.
      Ken

  34. Kathryn Hulme said:

    I wonder if you could help please. I have an iPhone 4S and have recently changed from Vodaphone contract to a BT sim only, but kept my existing number. BT provided a temporary mobile number whilst I went through the change over process (only 1 day used) but now a lot of my contacts who are iPhone users state this temporary number still comes up when I text them or ring them?!
    Are you able to advise how I can correct this please?

    Transferred a phone number from Vodafone to BT Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Kathryn,
      Thanks for your comment. After a phone number transfer, it’s possible that iMessage and FaceTime will continue showing the temporary number. To fix this, go to Settings > Messages and turn off iMessage. You may also need to turn off FaceTime. Once you’ve done this, go to Settings > Phone > My Number. You should now be able to update the phone number there (make sure it’s the phone number you’ve transferred from Vodafone to BT Mobile). Finally, restart your handset and enable iMessage and FaceTime again. This should hopefully solve the problems you’re having.
      Ken

      1. Kathryn Hulme replied:

        Hi Ken,

        Many thanks for this information. I have followed your instructions, but I still have the problem that when I send an iMessage it is sent on the temporary number, even though this is not live any more for me?!

        I have seen the problem I think, but unable to resolve if you can help further…..

        In Settings>Messages>Send&Receive – it has my email address for Apple ID, and on this page (but greyed out) it states “you can be reached by iMesssge at” then gives the ‘temporary’ number. Because it is greyed out, I cannot see a way of edited this. I have been into the Apple ID settings to see if there any changes I can make, but there is nothing to rectify this.

        Do you have a solution for me please??

        1. Ken Lo
          Ken replied:

          Hi Kathryn,
          The option to change your phone number will normally be greyed out if you iMessage or FaceTime enabled on the phone. Have you tried going to Settings > Messages and turning off iMessage and FaceTime? You should then be able to change the setting in Settings > Phone > My Number (then restart your handset for everything to take effect). After restarting, you can turn on iMessage once again. If you’re still having problems, follow the ‘Unlink a phone number’ section on Apple’s help article.
          Ken
          Ken

  35. GJ said:

    Hi Ken,

    I was in a contract with 3 which ended in March15. I called them and informed them of my wish not to renew my contract with them.

    Then I asked for the PAC code which I have received but not used.

    After 2 months I saw a bill from them and learned that they are still charging me for my expired contract. They are saying that since I have not used the PAC code the contract is still active and need further 30 days notice which I think is a unfair as i have already let my intention known to them.

    Do you think 3 is right or is their any way i can get away from paying the bill as i haven’t used their network since I have talked to them in March.

    Many thanks,
    Gj

    1. Ken Lo
      Ken replied:

      Hi GJ,
      Thanks for your comment. The normal process with regards to a PAC Code is the old contract continues as normal if the PAC Code isn’t used within a 30-day period (this is to allow for people who later decide not to change their network). If this wasn’t the case, people would inadvertently lose their service and their mobile phone number.
      In your case, the question comes down to whether it was sufficiently clear that the contract was to be ended after 30 days, regardless of whether the PAC Code was used. You’ll need to discuss this with Three directly, perhaps by making an online complaint here. I expect they’ll return to a recording of your previous conversation when determining whether notice was given.
      Ken

  36. jason said:

    im having difficulty in the supposed easy migration to ee from orange ,firstly i got e-mail saying a new sim would arrive in 2days ,NO sim arrived in 8 days , rang customer service told then ,and that i already had a new unused paygo EE sim ,they said no problem ignore the one that has gone astray and give them the new EE sim phone number and theyll transfer my orange number to it and it could take 24hr, 38 hours later my number is still on my orange sim but they’ve transfer my credit to the EE sims temporary number,so now i carnt even call customer service to speak to them ,im under impression they’ve messed it up ,and just transferring my credit ? Why on earth would i want such when ive had the orange number over 10 years! :-(

    Transferred a phone number from Orange to EE (filter to show only these comments)

  37. Craig said:

    Hi Ken

    I’m really struggling with this so hope you can help. I was an orange customer and my contract expired a couple of weeks ago and I changed to a sim only contract and kept the same phone (iPhone 4). However my phone number is still the temporary phone number and has not changed to my old original number that I want to keep. I’ve been in contact with EE technical support a lot to no avail, have tried resetting all the settings, changing the number to my original number within settings, turning off iMessage, FaceTime etc. however the phone number still reverts to the temporary number. Any tips you can provide would be great.

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Craig,
      Thanks for your comment. Are phone calls and text messages still showing the temporary phone number or is the problem restricted to only iMessage and FaceTime?
      If phone calls and text messages are showing the temporary phone number, it means EE are still yet to transfer your number to the new SIM card. You’ll need to contact EE Customer Services on 150 to get your phone number transferred to the new SIM card.
      If the temporary phone number only shows on iMessage and FaceTime, see the info here on how to update it.
      Hope this helps,
      Ken

      1. Craig replied:

        Thanks Ken, turns out EE hadn’t linked my number to the SIM card. All resolved now after a helpful call to their customer service.

  38. Hi said:

    I am using old Lyca SIM card I am gonna use iPhone how can I get the new sim in same old number I ask that shop to cut my sim they said my SIM card is very old if we cut some time not gonna wrk help me plz

    Transferred a phone number within Lycamobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi there,
      Thanks for your comment. You’ll only actually need a PAC Code when moving your phone number from one network to another. As you’re actually staying on the Lycamobile network, you just need to replace your current SIM card. You can see this article for more information, though in short: you should contact Lycamobile Customer Services on 322 to get yourself a new SIM card.
      Hope this helps,
      Ken

  39. Tony balmer said:

    Using a HTC wildfire that was on T-mobile. I want to move to o2 but it’s asking for sim network unlock pin (8 numbers)?

    Transferred a phone number from T-Mobile to O2 (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Tony,
      Thanks for your comment. You’re seeing this message about a “SIM Network Unlock PIN” as your HTC Wildfire is currently locked to T-Mobile. Before you’re able to use it on O2, you’ll first need to unlock it from T-Mobile. This will cost you £8.99. For more information, see my article on unlocking your smartphone. When unlocking your handset from T-Mobile, you’ll need to fill in the form here.
      Hope this helps,
      Ken

  40. Tyler said:

    What time does the transfer take place? And when should I start loosing signal? I rung up three and gave them my pac code and they did it for me!

    1. Ken Lo
      Ken replied:

      Hi Tyler,
      The phone number transfer takes place as per the schedule listed here. Unfortunately, you can’t predict the exact time it’ll happen on the transfer day (it’s really up to the two networks involved).
      Ken

  41. Cynthia Southgate said:

    I have been trying for three weeks to give notice that I don’t want to renew my contract at this time with T Mobile, but want the PAC code to keep the number for use in the future.
    Evertime I ring the automated system… at various stages it says the number I’ve pressed is “Not on my list” if I’m lucky it puts me in a queue to speak to someone. They then invariably put me through to the cancellation line where it rings half a dozen times then says “Please hang up”
    Today after being told previously to phone back on April 22nd, then again today May 5th I finally spoke to an Irish guy who said the contract was now cancelled but that I’d need to pay another £25.46 to cover the rental for another 30 days. The Irish guy then went off to get my PAC code and low and behold after a few minutes I was told to hang up.!!!
    What is going on
    A What is my PAC code
    B If my contract exopires today…Why wasn’t my 1 months notice accepted when I first phoned in early April? Is this just a rouse to delay me from ending my contract
    Needless to say I am highly unimpressed

  42. Emily said:

    Hi Ken, I’m having trouble transferring my number from Life Mobile to EE. Life Mobile was the Phones4u network that hangs off EE. I’ve used a pac code and ported over but can only send calls/messages, not receive them plus imessaging doesn’t work. The EE shop said I could port over from Life. Have spent an hour talking to EE tech support who checked my iPhone5 settings and the settings their end. Also went to their non-customer facing tech support (another level up the tech tree) and still no joy. Any advice much much appreciated. Emily

    Transferred a phone number within EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Emily,
      Thanks for your comment. You’ll need to check with EE as to why you’re unable to receive incoming text messages (it’s something they’ll need to fix on their end). With regards to iMessage, you may need to set it up again with your new phone number. To do this, go to Settings > Messages and turn off iMessage. You may also need to do this for FaceTime. Once you’ve done that, go to Settings > Phone > My Number. Update the phone number there and make sure its correct. Finally, you should restart your handset and enable iMessage and FaceTime once again. That should hopefully solve the problems your having.
      Hope this helps,
      Ken

      1. Emily replied:

        Thanks Ken, back up and running – what a relief! Wish you worked at EE!

  43. Natasha Lee said:

    My new t p o card works on their number but having called o2 for my pac code they’ve cut my service off! Its saturday so I’m out of reach of work colleagues until the transfer is completed on tuesday. I’m really cross- I’m supposed to be on call! The old number is out of service!

    Edit: Reinstated by o2 after lengthy chat online!

    Transferred a phone number from O2 to The People's Operator (filter to show only these comments)

  44. jim drewett said:

    Hi Im still on tmobile but fancied the samsung s6 but wasnt near my upgrade (I know I got to pay up Tmobile) so i purchased from Direct mobiles now apparently I failed to click I was with tmobile when purchasing a EE contract now im being told I have to get a virgin pay as you go sim get a PAC code from tmobile transfer over to the pay as you go then when thats transferred get the PAC code from virgin then contact EE to transfer over

    Thats what I think was said!! is there any other way around this

    Thanks
    Jim

    Transferred a phone number from T-Mobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Jim,
      Thanks for your comment. You’ve signed up with EE as a new customer on Direct Mobiles (EE are obviously a little unhappy as they need to pay a commission to Direct Mobiles for every new customer referred to their network). It’s for this reason they would have preferred you to upgrade an existing customer on their network. You’re being asked to transfer off the network and then back onto it as it would make EE’s numbers look a lot better (they’d be able to record this as a new customer acquisition).
      In reality, it shouldn’t be necessary to actually do this when moving from T-Mobile onto EE. It’s possible to submit the T-Mobile PAC Code directly to EE to move your number. For more information, take a look at the comments on this page: many of them are from other readers who’ve made the same move. By the way, don’t forget you’ll need to pay an early termination fee when ending your current contract.
      Ken

  45. Celia said:

    Hi,
    at the moment I have a micro-sim from Lyca. I bought a new iPhone now which requires nano-sim. I know that I can request a new sim for free on the website, but this will give me a new number.. How can I get a new card with the same old number, i.e. simply replace it? Can I possibly do that in one of the tiny stores that sell lyca-sims? Or is cutting the sim by myself really the only option? :-/

    thanks you :-)

    Transferred a phone number within Lycamobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Celia,
      Thanks for your comment. It sounds like you want to replace your micro-SIM with a smaller size nano-SIM (it’s not necessary to use a PAC Code as you’re staying on the same network & tariff as before). The easiest way to get your SIM card replaced is to call Lycamobile Customer Services on 322. They should be able to arrange this for you.
      Ken

  46. Michael said:

    Hello Ken

    Do you happen to know how I can get a PAC code for an older mobile number account (it ended 2years ago)? I need it as the only way to get my blog password reminder from the fully automated google blogspot is via text from my old number!

    Best wishes

    Michael

    1. Ken Lo
      Ken replied:

      Hi Michael,
      Thanks for your comment. Unfortunately, it’s now highly unlikely you’ll be able to re-claim the expired phone number. The number would have been returned to the pool and will eventually be made available for other customers to use. If you like, you can always try contacting your old network to see if they’re able to get the number back (though I suspect it’s unlikely they’ll be able to do this).
      Sorry I wasn’t able to be more helpful!
      Ken

  47. sheila Brack said:

    Hi I chose to up grade my phone 1month before my early up grade was due.This was due to the hand set failing.I was informed by Orange I could not upgrade.I there for requested a PAC code as needed to sort new handset.I was also wanting to move to EE . After some considerable and distressing wrangling passed from pillar to poseventuality got a Pac code that was 4 days ago. MY number still has not been transferred and my Orange acct on line is still live showing no change. Please can you help as I have a new phone I can’t use.

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Sheila,
      Has your new plan started at EE and have you given them the PAC Code from Orange? If so, you should be able to contact EE Customer Services to enquire about the progress of your phone number transfer. If not, you’ll need to make sure the PAC Code has been submitted to EE directly. The schedule for phone number transfers can be found in this table.
      Hope this helps,
      Ken

  48. Vicky said:

    Hi Ken,
    I have been to an EE store early this afternoon and transferred over from and Orange contract to EE. They rung and got my PAC code for me and input that to the new contract to swap my number over. But I’m still waiting for the number to transfer.
    Are there any tips/tricks to make the process quicker?

    Many thanks,
    Vicky

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Vicky,
      Thanks for your comment. Unfortunately, there’s no way to speed up the process of transferring your phone number – it can only happen as per the schedule listed here. As the PAC Code transfer request was actioned on a Sunday, you should expect the phone number to be transferred some time on Tuesday.
      Ken

      1. Vicky replied:

        Hi Ken,
        Thank you for your reply. Also, I keep getting different answers- which phone should I be using until the number transfers?
        The old phone which has the number I’m transferring or the new phone which has a temporary number until it’s replaced with my number?

        Thanks for your help.

        1. Ken Lo
          Ken replied:

          Hi Vicky,
          You’re welcome to use either of the handsets: both of them will continue to work. Personally, I would try to use the new contract as much as possible (it’s worth doing this so if there are any problems with the handset or network, you’ll be able to spot them early). If you decide to make an outgoing phone call, consider using your old handset on Orange (so as not to confuse people when they get a call from your temporary number on EE!).
          Ken

  49. Alan scott said:

    I have been attempting to obtain my pac code from Orange all morning but keep being fobbed off with the busy excuse. Is there another no. I can contact? As it happens I wish to move to asda which is also EE.

    Transferred a phone number from Orange to ASDA Mobile (filter to show only these comments)

    1. Alan scott replied:

      Managed to get through by asking for help with faulty phone.

  50. Jayne said:

    Hi Ken, I recently signed a contract with EE for the new iPhone 6 – I was with Three using a iPhone 4s. As the iPhone 4s was a hand me down, I had a great deal with Three for £15/month as I didn’t have to pay for the handset. I bought this with Carphone Warehouse and am now thinking of cancelling my contract (within the allowed 14 days which carphone warehouse are honouring). When I closed my account with Three last Wed, I gave 30 days notice but immediately requested my PAC code which I gave to EE and I’m all set up.

    However, if I cancel the contract with EE I was told that I will lose my current number which I have had for 15 years! Obviously I do not want to do this and was wondering if you perhaps knew of a way to transfer my number back to Three without my having to lose it? Thanks in advance for any insight you may have.

    Transferred a phone number from EE to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Jayne,
      Thanks for your comment. Do accept my apologies as I think I’ve failed to understand your question! I believe you’ve just succeeded in moving a phone number from Three to EE. The contract on Three was closed when you moved to EE.
      Are you now wanting to cancel the EE contract and to go back to Three on your old tariff? Or is this simply a question about what happens to your phone number in 24 months time when the EE contract ends?
      Many thanks,
      Ken

      1. Jayne replied:

        Sorry I didn’t make myself clear. I am able to cancel the contract with EE (within the next 4 days). The downside to doing this as they are saying I would lose my mobile number which obviously I do not want to happen. So if I went back to Three, is there any way I can get out of this contract and still keep my old number?
        Hope that clarifies?

        1. Ken Lo
          Ken replied:

          Hi Jayne,
          You’ll be able to keep the phone number providing you’re able to get a PAC Code from EE. I’d have thought this should still be possible or are they imposing other conditions (e.g. not allowing you to get a PAC Code if you cancel the contract during the cooling off period)?
          Ken

  51. Matt said:

    I cancelled my Orange contract and requested a PAC code which was provided. I have a new deal with EE and my number ported across within a day. However. My old orange sim is still working on the original number – should it not now be unusable?

    1. Ken Lo
      Ken replied:

      Hi Matt,
      Thanks for your comment. Could you kindly clarify what has happened to your phone number? Are incoming calls coming to Orange or EE? Which phone number is currently on the EE SIM card? If the EE phone number still has a temporary number and if incoming phone calls are still coming to Orange then it would look as if the number transfer process hasn’t been completed.
      Ken

      1. Matt replied:

        Hi
        Yes the EE sim has my old number so the PAC worked. However, the old orange sim is still working? Is that right or should it now not work?
        Matt

        1. Ken Lo
          Ken replied:

          Hi Matt,
          That’s really interesting: the old SIM card is normally disabled once the number has been moved over using a PAC Code. I presume you’re no longer able to receiving incoming calls on the Orange phone number but you’re still able to make outgoing ones? Something odd may have happened: it might be worth double-checking with EE Customer Services on 150 to make sure they’re not still charging you for two contracts.
          Ken

          1. Matt replied:

            Orange said I had to give 30 days notice. Would this make a difference? Yes all incoming goes to EE but orange will allow outgoing as same number

          2. Ken Lo
            Ken replied:

            Hi Matt,
            You can end the contract at any time: the 30 days notice only means you’ll need to pay for that contract for another 30 days. It’s possible the contract will automatically end after your 30 day period but I’d probably double-check with Orange directly in case they’ll continue charging you beyond that point.
            Ken

  52. Jayne said:

    I was wondering if you could help? I recently upgraded from the iPhone 4s to the iPhone 6 and when doing so changed network providers – from Three to EE. I did this at Carphone Warehouse who gave me 24 hours to check to see if I was happy with the phone etc., and with this came a temporary number.

    When I got my PAC number, I transferred all the data from my iPhone 4 to iPhone 6 relatively smoothly through the cloud. However, looking at my computer under the itunes store, it had 5 devices listed – laptop, two old iPhones, my new iphone and my ipad. I have deleted one of my old iPhones but my new iPhone is listed with the temporary phone number they gave me instead of the mobile phone number I have used for 15 years. This was probably my fault for not waiting until my phone stopped working on the Three network – new to all this (changing networks). I guess eagerness got the better of me.

    I would like my current number (not temporary) to show on my devices displayed in itunes just in case something goes wrong. Is there any way of me being able to do this? I am wondering if I should remove this device from ‘managing devices’ on itunes and ‘reset’ the whole process. Does that make any sense? Any help would be greatly appreciated! Thanks in advance.

    1. Ken Lo
      Ken replied:

      Hi Jayne,
      Thanks for your comment. On your new iPhone 6, go to Settings > Phone > My Number. There, you should enter the new and correct number which you’re using on the phone. After doing so, re-sync your iPhone with iTunes (it should hopefully now show the correct number).
      Ken

      1. Jayne replied:

        Thank you Ken – it worked! Appreciate your help :)

  53. Robert said:

    Hi Ken

    Excellent website, well done. Here my situation. I have to 2 phones both on pay monthly contacts.

    Phone 1 is on Talk Mobile (Phone number 1)
    Phone 2 is on Vodafone (Phone number 2)

    I want to switch them so that:

    Phone 2 is on Talk Mobile (Phone number 2)
    Phone 1 is on Vodafone (Phone number 1)

    I don’t need to make any changes to billing at all. I should add both phone are not network locked and use the same micro SIM type.

    What do I need to do to make this happen. Any pitfalls to consider e.g. downtime/cost etc.

    Cheers

    Robert

    Transferred a phone number from Talkmobile to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Robert,
      Thanks for your comment about switching the phone number between two networks/contracts. Unfortunately, I don’t believe it’s possible to do this. Instead, the PAC Code system is designed for more simple requests: switching from one network to another, moving the phone number and closing the account at the old network. Outside of the PAC Code system, there also isn’t any way to achieve what you’re asking for.
      Sorry I wasn’t able to be more helpful with your request! :(
      Ken

      1. Robert replied:

        Hi Ken

        I’ve been thinking about this. Think I made it sound over complicated.

        All I want to do is switch numbers between 2 phones on different networks in essence… Surely this must be possible…

        Can’t they just both issue me with a PAC code to exchange. Literally all want to do is to swap the numbers.

        Regards

        Robert

        1. Ken Lo
          Ken replied:

          Hi Robert,
          Unfortunately, using a PAC Code will automatically close the account on your old network. Hence, if you were to transfer a phone number from Talkmobile to Vodafone, the account on Talkmobile will be closed automatically (the same vice versa from Vodafone to Talkmobile).
          Ken

  54. alan collins said:

    I gave my pac number 5 days ago and it still hasn’t been transferred over. I order new phone and tariff network from Tesco Mobile to Talkmobile and have tried ringing Carphone Warehouse and also TalkMobile but am not getting anywhere. Any ideas?

    Transferred a phone number from Tesco Mobile to Talkmobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Alan,
      Thanks for your comment. Unfortunately, I’m not able to answer any specific requests pertaining to your account. It sounds to me as if your number transfer hasn’t been processed correctly (i.e. they probably haven’t entered your details into the system). You should contact Talkmobile Customer Services on 5888 to check on the status of your phone number transfer.
      Ken

  55. Paul said:

    Hello Ken !!

    Your website is brilliant!

    I would like to know why is necessary to be in UK on the day of transference?

    My best regards

    Paul

    1. Ken Lo
      Ken replied:

      Hi Paul,
      Thanks for your comment. On the day of your scheduled number transfer, your operator will need to remotely update the information stored on your SIM card. This is only possible when you’re connected to their network (it can’t be done when you’re roaming on a network in another country).
      Hope this helps,
      Ken

  56. petra said:

    waited over 20minutes for lyca to answer my call to get my pac code, still no answer.

  57. Vrushali said:

    Hi, By mistakenly I have activated lyca sim before porting my old number. Do u have any solution to port my old no and then re transfer to lyca…

    1. Ken Lo
      Ken replied:

      Hi Vrushali,
      It’s no problem at all you’ve already activated the SIM card on Lycamobile (in fact, I strongly recommend you activate the SIM card and make sure everything is working before moving your number over). Take a look at my article here for step-by-step instructions on moving your number over to Lycamobile.
      Ken

  58. Colin williams said:

    Hi I’m with three and my old number was with three . My contract ran out but I didn’t want forward my number . But changed my mind after it ran out and want keep me old number …and rang them them they give me pack code said I had go with another network then ring them back for another pack code … y can’t they just change it .

    Transferred a phone number within Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Colin,
      Thanks for your comment. The main networks are often reluctant to transfer your phone number from one account to another. The reasoning behind this is because you’ve actually signed up as a new customer on the second contract (new customers are often given a preferential deal to existing customers on the network). Three would rather you upgrade directly as an existing customer on their network – hence the reluctance to move your number over.
      In reality, it shouldn’t be a problem moving your number from one contract to another. My suggestion would simply be to persist when asking Customer Services to process your request. As a last resort, you can use a PAC Code to move to another network and then use another PAC Code to move back to Three (understandably, you want to avoid this as it causes more hassle).
      Ken

  59. Owais said:

    Hi of submitted a PAC Code on Thursday after 5:30pm does that mean I get my number transferred on Saturday?

    1. Ken Lo
      Ken replied:

      Hi Owais,
      Thanks for your comment. As you submitted the PAC Code on late Thursday evening, it would have only been entered into the PAC Code system on Friday. Hence, your number will now be transferred on the next working day after that (Monday). For more information, see the table here.
      Ken

  60. Paul said:

    Hi Ken,
    What a fantastic website. Please can you help me with my dilemma? My mobile phone contract with O2 has always been in my wife’s name. Unfortunately we have split up and she closed the account! I have managed to persuade her to reactivate my number, this happened a week ago. I have asked her to transfer it into my name, she says she has asked for the PAC number so as I can get a pay as you go contract with Vodafone. It’s been a week now and she says she is waiting for them to email her the PAC number? As I have the phone and number if I call O2 will they text the PAC number to me? I don’t know any of the security codes as she always had control of everything. If not is there anyway I can get the PAC number myself?
    Many thanks.

    1. Ken Lo
      Ken replied:

      Hi Paul,
      Sorry to hear about the dilemma. Unfortunately, I believe, the mobile phone network will only be able to release the PAC Code to the person who owns the account (this is to prevent the phone number from being stolen). You’ll need to ask her to get the PAC Code from O2: they should normally issue this immediately over the phone (in fact, it’s a legal requirement for them to issue the PAC Code within 2 hours of your request). It should be in the bill payer’s interest to provide the PAC code to you as quickly as possible (otherwise, they’ll continue paying the subscription fee on the old contract).
      Wishing you all the best in resolving this situation,
      Ken

  61. Serban said:

    Hello, I am not sure if this is the right topic, but I have been a Lebara customer for 5 years now, pay as you go but always top up monthly and used quite a lot, however I need to change my phone now, and the new one will have a MicroSIM, is it possible to ask for a Lebara MicroSIM and replace my SIM, I need to keep this number,since most people i know have it and i have a lot of contacts on it, so is it possible to keep the number and change from sim to microsim still on Lebara? if so, where do I need to go?

    Thanks,
    Serban

    Transferred a phone number within Lebara Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Serban,
      Thanks for your comment. Your question is about changing a Lebara SIM card down a Micro-SIM (we have an article here about the very topic). Unfortunately, I’m not fully clear on the exact process for changing the size of your SIM card on Lebara Mobile. The best thing to do would probably be to give Lebara a call on 5588 – they should be able to arrange this for you.
      Ken

  62. Malik said:

    Hi, I would like to know if I can order Sim with the numbers of my own choice? Or I can get some options before you sent me the Sim.
    I want to order either a lebara or lyca Sim.
    Thanks.

    1. Ken Lo
      Ken replied:

      Hi Malik,
      Thanks for your comment. Unfortunately, it isn’t possible to choose your own phone number when ordering a SIM card from Lebara Mobile or Lycamobile. Family Mobile is the only network I’m currently aware of which allows you to choose your own phone number for free (£10 top-up required when you order your SIM card). Of course, once you have the new phone number, you can use a PAC Code to move it to your new network.
      Hope this helps,
      Ken

  63. Angela said:

    Hello Ken, I have a t mobile monthly sim only contract but want to start a new phone contact with a third party through EE as it’s cheaper than upgrading through t mobile. I have got a PAC code, can I transfer my number to the new contract
    Thank you

    Transferred a phone number from T-Mobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Angela,
      Thanks for your comment. It certainly shouldn’t be a problem moving your phone number from T-Mobile to EE. I recommend having a look at the comments on this page for some experiences from other users transferring their phone number from T-Mobile to EE.
      Ken

  64. Russ and Jill said:

    Hello – thanks for all the grreat info on your site.

    I am an Orange customer just out of contrcat. I have been offered an upgrade by Orange to EE – but I have found a better price for the exat same deal through a third party supplier.

    I have told Orange this, but they have said they cannot match it. (can you believe that !)

    Orange have issued me with my PAC code, and I am going for this deal with third party supplier. But I will technically be a ‘new’ customer to EE. So will I still be able to use my PAC code somehow to leave Orange, but Join EE as a new customer (theough a third party supplier) and still use my PAC code to carry my number over.

    Thanks for any insight you may have

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi there,
      Yep – it shouldn’t be a problem to use your PAC code when moving a phone number from Orange to EE. You can see the experience of other website readers here :)
      Ken

  65. A.D said:

    Hi Ken,

    I have a very complicated case, which I could do with some help. Last year I was with this phone company called Ovivo. They were a phone company that used Vodafone Network coverage. When they went out of business, they offered PAC codes to all their customers. I did not use the PAC code unfortunately. A year on, the sim card still works (but has no credit), people can ring me and when I have wifi, I happily imessage/whatsapp/viber etc.

    Is there any way of topping up the sim card despite Ovivo gone? Or managing to keep the number via an alternative to the PAC code. Vodafone on the phone said that if I went into a store they could put it into an “internal system” and I could top it up. I sadly believed that! When I went into the store, they brushed it off and said that was rubbish, and they couldn’t think of a way for me to keep the number.

    Any thoughts would be appreciated.

    1. Ken Lo
      Ken replied:

      Hi AD,
      Thanks for your comment. I am indeed aware of OVIVO though I’m not quite sure what has happened to the old OVIVO SIM cards. You can still receive incoming phone calls as the other party pays for the call. However, I don’t believe you can do anything that would normally cost you money (e.g. you can’t make outgoing phone calls and you can’t browse the internet on 3G). For this reason, I don’t believe you’re able to top up the SIM card.
      To continue using your handset, you’ll need to get the number out of Vodafone’s internal system. It’s probably best to ask them to do this in writing but there’s no guarantees as OVIVO stopped offering PAC Codes a long time ago.
      All the best,
      Ken

  66. Bernard said:

    I’ve just ordered a new phone contract for my wife on EE, she is an existing orange customer so I was under the impression she should be able to port her number. I have been told that EE took over t-mobiles billing wing/infrastructure (or something like that) so transferring an old t-mobile number to a new (not upgraded) EE contract would not work but it is possible between Orange and EE, they have since told her that she cannot transfer her number as Orange are part of EE. Could you confirm this, am trying to get all my info together before I phone them up!

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Bernard,
      Thanks for your comment. It is possible to transfer your phone number directly from Orange over to EE. You can see the comments listed on this page for a sample of experiences from other EE customers.
      Hope this helps.
      Ken

      1. Bernard replied:

        Hi Ken, thanks for your reply, everything has gone surprisingly smoothly, transferring an old Orange number to a new EE account is just the same as transferring numbers between other companies, i believe it is when you transfer between an old T-Mobile number and a new EE account you have trouble as EE took on the T-Mobile accounting devision.

  67. June Forrester said:

    Your advice and step by step instructions appear to be very simple and straightforward. However I failed miserably this morning to transfer the Pac code to Talkmobile. I took out a monthly contract on 27 Feb. I contacted EE on the 1 March and received a Pac code within a couple of hours. This morning I contacted Talkmobile. They took my mobile number. It took a while for them to realise that I was transferring from EE to Talkmobile. I informed them clearly that I had the Pac code; they didn’t ask me for this but did say that I should have been given another number to enable me to go through this process. Carphone Warehouse provided me with no other number and lead me to believe that I needed a Pac code only then to pass it on to Talkmobile. I’m really not sure what else to do other than visit the store at some point in the week to ask them for help.

    Transferred a phone number from EE to Talkmobile (filter to show only these comments)

  68. Darah said:

    Hi ken
    I have read your article and its very helpful. But I have one question , what happens if I’m on pay monthly of talk mobile and want to go to EE on pay monthly as well. Would I have to cancel my current contract or what.

    Transferred a phone number from Talkmobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Darah,
      Thanks for your comment. You can follow the instructions provided on this page to move your number from Talkmobile to EE. To answer your question: yes, the contract on Talkmobile will be cancelled automatically when you transfer your number over to EE.
      Ken

  69. charlotte said:

    Not sure if I posted in right place … I have had my lebara number stolen well my phone it’s not on contract …. and I would like to know how I can cancel it and still have same number put on another sim I don’t have a home line to call customer services and it’s expensive from my other mobile

    1. Ken Lo
      Ken replied:

      Hi Charlotte,
      Thanks for your comment. Could you kindly elaborate on how your number was stolen (was it through fraudulent use of a PAC Code?). I didn’t quite catch the problem you’re trying to solve (has the number already been moved over to another network?). If you need to contact Lebara customer services, I recommend calling them on 020 7031 0791 (this number will only be charged at normal UK landline rates unlike the 0870 number they normally advertise).
      Ken

  70. Colin said:

    Hi Ken, lots of great information here, thank you.

    I tried to ask this question at the weekend, but suspect it didn’t post properly.

    If I have an old Three phone with PAYG credit on it (which I want to use up) and a new phone with a sim from Giffgaff (which I intend using straight away) is there any time limit on how long I can wait before transferring my old Three number to my new phone? You’d normally transfer your old number to your new phone almost straight away, but I suspect it could be a couple of months before I would want and need to do this.

    Transferred a phone number from Three to giffgaff (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Colin,
      Thanks for your comment and sorry for the delay in getting back to you!
      There’s no time limit on transferring your number: you’re able to do this any time you want. So it’s definitely fine to use up your credit on Three before moving the phone number over to giffgaff. Indeed, I normally recommend against transferring your phone number immediately to a new network (it’s always worth spending a bit of time to ensure the new smartphone & network is working properly… it’s much easier to cancel the transfer if you haven’t yet moved the number over).
      By the way, if it’s too much hassle carrying round two separate handsets and if you’re already paying for a goodybag on giffgaff, you can expedite the process of using up your credit by donating the old credit to a charity you support (better than leaving this money in Three’s coffers!). See here for more information.
      Hope this helps,
      Ken

  71. paul said:

    I ordered my sim only contract over a week ago, I had the sim the next day with the “temp number ” but my old number has still not transferred from my orange to ee sim, its been over a week

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Paul,
      Thanks for your comment. Have you had any luck getting the number moved over? If not, it’s probably worth giving EE a prod (you can contact them for free by dialling 150 on your EE handset).
      Ken

  72. Abiodun said:

    Hi Ken,
    My mother passed away a few weeks ago and my contract was in her name. I am trying to leave EE to join 3 as they seem to have cheaper deals however I still want to keep my number.

    EE will not release my PAC Code as the contract is not in my name however the customer service team advised me to transfer the contract into my name and then request for a Pac code once I am the owner.
    The issue is that if I leave EE now and cancel both lines, they will erase any outstanding money my mother owes however if I want to keep my number, I will have to transfer the contract into my name meaning that I have to pay the cost of cancelling a 24 month contract before it has ended.

    How would I be able to get the PAC code for my number before leaving EE? (and not being charged after transferring the contract into my name)

    Transferred a phone number from EE to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Abiodun,
      I’m very sorry to hear about the situation: my thoughts are with you and your family.
      In regards to your question, I can kind of understand where EE are coming from: typically they have something called an early termination fee when you need to leave a mobile contract early. There are certain situations where they’re able to waive the fee (e.g. in the case of the account owner’s death). If you were to first transfer the contract into your own name, they would no longer be able to waive the fee under this rule.
      My initial thoughts are simply to lodge your request in writing with EE. I suspect this is something which really needs to be considered on a case-by-case basis. Hence, make a written request through the online form here. If they aren’t able to solve the situation, my other thought is to see whether they’re able to move the number over to Pay As You Go (this will wipe out any charges remaining on the contract; you’ll then subsequently be able to transfer the number elsewhere.
      Ken

  73. MoodyFoodie said:

    Hi,
    Thank you for this site. I travel to the UK occasionally from the US but have an International version of the Samsung S5 so that I can use it in the UK too otherwise in the US I would be stuck with very high roaming fees if I tried to use it abroad.
    I had been using EE PAYG the last visit, but it may have expired – using your tips I’m going to check. I was an Orange customer when living the UK so I just went to EE, but I’m going to try 3 next time based on your tips.
    Unfortunately I lost my old Orange number and sim which “in the old days” used to keep going for six months and more. Unfortunately, it’s getting more like the US when you usually have to pay by month for airtime.
    Many thanks and no doubt I will be back with questions. :)

  74. Andy said:

    Hi Ken,

    Thanks again for the useful site.

    My billing period with T-Mobile (EE) runs from 12th to 12th (now out of my 2 year contract so have defaulted to a 12 month rolling contract). Should I place my order for a 3 SIM on, say, the 9th or 10th so that I minimize the amount of overlap of the 2 contracts? I imagine I would have to pay for a whole month even if I only use part of it?

    Rgds,
    Andy

    Transferred a phone number from T-Mobile to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Andy,
      Thanks for your comment. As your 24 month contract has now ended with T-Mobile, you’ll be placed automatically on a 1-month rolling contract (not 12 months as you mentioned in your comment). You’ll need to give 30 days notice before ending the contract so I’d recommend doing this as quickly as you can. Ask them for a PAC Code whilst you’re on the phone. You can then order a SIM card from Three. You can schedule the phone number transfer towards the end of the 30 days to minimise contract overlap. Don’t worry about ending your contract in the middle of a billing month (the charges for the final month are pro-rated based on the number of days you’ve been using the SIM card for).
      Hope this helps!
      Ken

      1. Andy replied:

        Hi Ken,

        That’s very helpful – thank you very much.

        Cheers,
        Andy

  75. becky said:

    hi
    im in dispute with vodaphone over roaming charges (£1,800!!!) which were capped whilst in Australia. i have become so frustrated with vodaphone as i have proof of the cap but cant get the ammount off my account despite being told im not liable. ive asked for the pac codes (i have 3 phone numbers) but have been refused as my account is overdue. Any ideas ??? this has been ongoing since July last year!!

    Thanks

    1. Ken Lo
      Ken replied:

      Hi Becky,
      Sorry to hear about your dispute with Vodafone. Whilst I’m not able to comment on the dispute, it’s worth noting that Vodafone isn’t allowed to refuse you a PAC Code due to an outstanding bill. Take the following quote from Ofcom’s website: “Your provider cannot refuse to issue a PAC if you have any outstanding bills or charges to pay. These charges should be included in your final bill after the port has taken place. You should then settle them as agreed in your contract.”
      It’s worth reminding Vodafone of their legal obligations the next time you call them up and ask for a PAC code.
      Ken

  76. Steff said:

    I have been using my number with Tmobile for over 8 years and I still have the mates rate plan. My partner has recently bought me an IPhone which is locked to 02 so I have bought a PAYG sim to go into the phone and have asked Tmobile for my PAC code to change my number over. I would like to know if i get my iPhone unlocked to any network and want to switch back to Tmobile will I be able to still use the same number and will I still be on the same mates rates tariff or will I start a new connection from scratch?

    Transferred a phone number from T-Mobile to O2 (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Steff,
      Thanks for your comment. If you’d like to stay on T-Mobile’s Mates Rates, you’ll need to keep the T-Moible account open. If you were to transfer your phone number from T-Mobile to O2, then it would close the account that’s open at T-Mobile and you would need to later sign up as a new customer on EE (T-Mobile is no longer available to new customers joining the network).
      If you simply want to unlock the handset from O2, you can do this with a free O2 Pay As You Go SIM card. There’s no need to actually keep the number assigned to the O2 SIM card: simply use it for unlocking then go back to your normal T-Mobile SIM.
      Hope this helps,
      Ken

  77. Isaac said:

    Hi, I have to change my sim and get a nano sim for my iPhone 5s! How and where can I do this? How much will it be? I can still have my number! Isn’t it?

    1. Ken Lo
      Ken replied:

      Hi Isaac,
      Thanks for your comment. Are you wanting to change the size of your SIM card whilst also staying on the same mobile network? If so, follow the instructions here to get a replacement SIM card. On most networks, it’s free to change your current SIM card into a Nano SIM with the exception of EE and T-Mobile where it’ll cost £10.21.
      Hope this helps,
      Ken

  78. agne said:

    Hello. I have a vodafone pay per month, but I want to change network ee to pay per month. Is it possible to change the network? thank you very much for your response!

    Transferred a phone number from Vodafone to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Agne,
      Indeed, it is! Take a look at the guide here for step-by-step instructions on moving your phone number from Vodafone to EE.
      Hope this helps,
      Ken

  79. Mian Aamir said:

    I’ve a payg lebara sim. If i port it to O2 will i lose my lebara balance or will that be transferred to O2?

    Transferred a phone number from Lebara Mobile to O2 (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Mian,
      Thanks for your comment. Unfortunately, it’s not possible to transfer Pay As You Go credit from one network to another. You should try to use up any remaining credit on the Lebara Mobile SIM card before using a PAC Code and moving your number to O2.
      Hope this helps to answer your question,
      Ken

  80. Ash said:

    hi ken I have just moved frm contract to pay as you go on orange on Thursday lastweek. Now I have requested for a PAC code on Friday they have told ne I will get it in 6 hours time on saturday . By now (Wednesday) they have not given me a PAC code, could you pls advise what to do. They are saying some fault on my PAC code so thy could not give me it yet

    1. Ken Lo
      Ken replied:

      Hi Ash,
      Thanks for your comment. Are you simply moving from Orange Pay Monthly to Orange Pay As You Go? If so, it’s not necessary to actually have a PAC Code (Orange can potentially move the number over directly without a PAC Code). If you’re moving from another network over to Orange, it’s worth reminding your old network of their legal obligations to provide a PAC Code within two hours of your request (they’ll probably provide you with a PAC Code immediately on the phone).
      Ken

  81. Chang said:

    Hi
    I am going to get the S4 soon, which takes the microsim. But I am using the ace, which takes the regular sim. Will I be able to port my number from my existing sim to a microsim? I am on Lycamobile and I am on Pay as you go.

    1. Ken Lo
      Ken replied:

      Hi Chang,
      Thanks for your comment. You’re looking to replace your standard-size SIM card with a smaller micro-SIM. I’m not aware of the exact procedure for doing this on Lycamobile: probably best to give Lycamobile a call on 322 to explain your situation (calls will cost 9p from your Lycamobile handset). You won’t need a PAC Code (a PAC Code is only used when transferring your number over to a different network).
      Ken

  82. Paula said:

    Hi ken we are trying to change our phone from O2 to vodafone and can ring out but not getting any texts or incoming calls they’ve said they will send text to how to solve it lol when u can’t get texts funny is there something you’ve got to do with your phone when it’s been switched over. We’ve got a iPhone 6 plus, many thanks.

    Transferred a phone number from O2 to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Paula,
      Thanks for your comment. On the day of the transfer, it’s fairly normal for this to happen (it means Vodafone has already updated your number on their network but O2 are still to release it). If you’re still having this problem after the scheduled number transfer date, you’ll need to contact Vodafone Customer Services (dial 191 from your Vodafone handset) – they should be able to investigate this for you.
      Ken

  83. Pankaj Chopra said:

    Hi ken,
    I am with O2 from last 22 months.My contract is getting over on April 2015. O2 contract which i am using is on my brother name. I want to change the contract on my name. is it possible on O2 or what is the best way to do as i want to use the same number.

    Thank you
    Pankaj Chopra

    1. Ken Lo
      Ken replied:

      Hi Panjak,
      If you’d like to continue the contract with O2, you should call Customer Services and ask them to change the name of the bill payer. Alternatively, sign up for a SIM only contract in your own name and then have your number transferred to the new SIM card.
      Hope this helps,
      Ken

  84. theresa ajanlekoko said:

    hello i got a new phone that is locked to ee but, the sim card i use is three which is on contact, i was wondering if i get the pac code will it transfer my three number to the ee sim i ordered and keep my contract the same.

    Transferred a phone number from Three to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Theresa,
      Thanks for your comment. You can use a PAC Code to transfer your phone number from Three to EE. However, please be aware that this will bring your contract at Three to an end (you might need to pay an early termination fee if there are any months remaining on your contract). After switching your phone number over, you’ll have a contract on EE with all of the associated allowances (the allowances on your EE contract may differ from those on the old contract from Three).
      Hope this helps,
      Ken

  85. Steve said:

    Hi there,
    I am transferring my number to EE from O2 but it is for an iPhone 5. Will the PAC Code allow this or do I need to unlock the iPhone? I seem to remember that iPhones lock to the first network they are on unless you unlock them through apple. Please help.
    Thanks
    Steve

    Transferred a phone number from O2 to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Steve,
      Thanks for your comment. A PAC Code only allows you to transfer a phone number from O2 to EE. It won’t unlock your iPhone automatically: you’ll need to do this as a separate process. There’s more information to be found on this page: the good news is it’s free to unlock an iPhone for O2 Pay Monthly customers and it shouldn’t take more than 72 hours.
      Ken

  86. Giulia said:

    Hi Ken,

    I have got a quick question for you. I am changing network from a pay as you go Talkmobile sim to a pay as you go EE sim. I have received the EE sim and I was going to try it in my phone and then to let them know the PAC code so they can transfer my old number.
    I have read in your very useful article that on the day of transfer there might be some disruption of the service. I would like to know if I can keep the old Talkmobile sim in my phone until it is deactivated and that means that the transfer has happened to the EE sim, or once I have tried the EE sim in my Iphone it is better not to take it out anymore and wait until the old number is re-confirmed.
    Basically I’d like to be able to use my Talkmobile sim till the very end so I don’t have to use a different number for just 24 hours, but does the transfer happen if the EE is not active in my phone?

    Transferred a phone number from Talkmobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Giulia,
      Thanks for your comment and for your very good question! You can indeed put the Talkmobile SIM card back into your handset (in fact, I normally recommend people to do this). You’ll continue to receive incoming calls & text messages on the Talkmobile SIM card until the day of the transfer where you’ll lose signal on your Talkmobile SIM card (you could lose the signal any time on the transfer day). Once the signal has disappeared on your Talkmobile SIM card, you can change the SIM card for the one from EE. You should find that incoming calls and text messages then appear on the EE SIM card.
      N.B. If you bought a new SIM-free iPhone from the Carphone Warehouse or another third-party retailer, please read the article here first as it could cause complications for your setup.
      Hope this helps!
      Ken

  87. Leah said:

    If you agree to getting a Pac Number but dont end up using it can you still get charged . I have been told you keep getting charged because its for the phone line rental . Ive read if you dont use the Pac number in 30 days nothing will happen , so can they still charge you ?? Thanks

    1. Ken Lo
      Ken replied:

      Hi Leah,
      You’ll continue paying line rental on your contract for as long as it remains active on your old network. For most people, this means they’ll continue paying line rental until their number is ported out. However, if you ask for a PAC Code and don’t use it for more than 30 days, you’ll just continue to pay the line rental on that contract as normal (this would be just as if you hadn’t requested the PAC Code in the first place).
      Hope this helps to answer your question,
      Ken

  88. Mark said:

    Hi, I recently transferred my account from EE to Three using a PAC code. Now when I log-in to the EE website and attempt to pay my final bill, it says number is invalid and refuses to log me in. How do I pay my final bill of £32 if EE doesn’t recognise me anymore??

    Transferred a phone number from EE to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Mark,
      Thanks for your comment. Have you tried logging in without your mobile number (there’s a small link where you’re able to do this underneath the normal box for logging in). If you still aren’t able to access your account, the chances are they may have closed your online account. It’s probably worth contacting EE Customer Services (dial 07953 966 250 from your Three handset) and paying your bill with one of the methods listed here.
      Ken

  89. Maria zapata said:

    I have been waiting for a week to transfer my number to Vodafone from Three. Not only has my old sim card disconnected but also I am not getting incoming calls on the new one. Thanks to this, people can’t reach me and I’m losing revenue as a result.
    Vodafone advertises the transfer as a straightforward service but it clearly isn’t when it comes to Vodafone. To make matters worse, getting through to customer service can take several hours… then they say it’s not something they’re able to resolve and to get in touch with the porting department.
    The service provided by Vodafone is appalling: I wish I could cancel this contract and I do not recommend Vodafone to anyone.

    Transferred a phone number from Three to Vodafone (filter to show only these comments)

  90. Sue said:

    Completely out my depth sometimes where technology is concerned but thanks had never heard of a PAC code until recently when I thought it was time to move form my vintage nokia and pay as you go to contract. Really found your guidance very clear, will visit the site when ever I need help

  91. Daniel said:

    Customer Service in Vectone mobile is horrible. They will cheat you. You will not get your PAC code so easily. They will cut connection or they will promise that everything is OK and done but you will never revive the PAC code.

  92. Viet said:

    Hi, I will be changing jobs soon and have been told I can keep my work mobile number providing I take on the contract (which has 6 months left to run) for the rest of the term.

    However, when I start at my new firm I will be given a new work mobile. This would be my main phone and I would keep the 6 month old contract as a second one. Is there a way of porting my phone number over to my new companies mobile whilst keeping the contract for the last 6 months? If I am to pay for the last 6 months then I might as well have the benefits of the tariff rather than paying out 6 months in one go to get the PAC or can they give me a PAC so I can take the number to my new employer and then assign a different phone number for the last 6 months that remain so I can use the remaining benefits if I am willing to pay for it?

    1. Ken Lo
      Ken replied:

      Hi Viet,
      Thanks for your comment. Unfortunately, the PAC Code system won’t allow you to keep an old contract after porting the number out (there’s no option but to close the old contract early and to pay the early termination fee which goes with doing that). The only solution I could possibly think of is to set up a call divert from your current phone number to the new work mobile. That way, you can still use the remaining 6 months for browsing the internet, making outbound calls, sending texts, etc. People can continue to call your normal phone number but the calls are instead routed to your new work mobile. After the 6 months are over, you could then use a PAC Code to move the number over to your new work mobile. You can then disable the call forwarding feature.
      It’s a convoluted solution with extra points of failure so you might prefer moving the number over directly to avoid the extra hassle which goes with the set-up.
      Ken

  93. Ed said:

    Hi,

    I have recently ported my number away from O2. But having been on the new network for a week now, I think I do prefer O2! Can I port back to O2 and do I have to be on this new network for a minimum period before I can request a pac code? Thanks.

    1. Ken Lo
      Ken replied:

      Hi Ed,
      There’s no minimum period you need to be on the new network: you’re able to request a PAC Code at any time.
      Hope this helps!
      Ken

      1. Ed replied:

        Thanks for your help. Kudos to you dude.

  94. Laura said:

    Hi.

    I upgraded my phone 3 days ago from Orange to EE (from a Samsung Galaxy S3 to an Apple iPhone 6). I was told that by simply turning the phone on, it would only take my number 20 minutes to transfer over and yet it still hasn’t. I’ve tried turning it on and off several times as well.
    Any suggestions?

    Thanks, Laura

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Laura,
      Thanks for your comment. As you’ve progressed the number transfer as an internal upgrade from Orange to EE, the information relating to PAC Codes won’t be applicable in your current circumstances. Nevertheless, I’d expect your number transfer to happen on a working day (there could also be delays due to Christmas office closures, etc). If your number is still yet to move from Orange to EE, I’d recommend calling customer services on 150. They’ll be able to give you an update on the transfer.
      Hope this helps,
      Ken

  95. Mamta said:

    Hi,
    Can you please tell the significance of porting out between 11 to 4 and not any other time?

    1. Ken Lo
      Ken replied:

      Hi Mamta,
      Thanks for your comment. Porting out can actually happen pretty much any time from 6am in the morning to 6pm in the evening. That said, some mobile networks may impose their own restrictions on the porting out time (this would probably be for business reasons, e.g. for when there’s greatest availability amongst their porting or customer services team).
      Ken

  96. samim said:

    how can i change my old talk mobile number to new pay as you go talk mobile number
    old one is contract number. its means how can i replace my oldcontarct number to my choice able talkmobile number because i dont like my old number plz give me good solution

    Transferred a phone number within Talkmobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Samim,
      I presume you’re trying to move a Talkmobile Pay Monthly number over to Talkmobile Pay As You Go? If so, I recommend calling Talkmobile Customer Services on 5888 – explain your situation and they should hopefully help you out.
      Best wishes,
      Ken

  97. Caroline said:

    My number has been ported from orange to ee but not my £39 credit! What can I do?

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Caroline,
      Thanks for your comment. Did you proceed the number transfer using a PAC Code or did you upgrade directly through an EE upgrade? In general, it’s not possible to transfer Pay As You Go credit between two networks (see this section of the article above). This would be the case if you did a PAC Code transfer. However, if you upgraded directly through EE, they should have transferred the Pay As You Go credit to your new account for you. If they didn’t, you can call EE Customer Services on 150 and ask them what happened to the credit on your account.
      Hope this helps,
      Ken

  98. Freya said:

    Hi,

    So it’s been 3 working days since I paid to end my contract on EE and opened up a new one on Vodafone. I went from an iPhone 4 to a 6, it still hasn’t worked and all of my texts are going through to my old SIM and they have not transferred my number. It says on my iPhone 6 that I have no service and I have turned it off many times,

    Please help,

    Thanks.

    Transferred a phone number from EE to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Freya,
      Sorry to hear about your problems transferring a phone number from EE to Vodafone. Assuming you’ve already provided the EE PAC Code to Vodafone, the best thing to do is to call Vodafone Customer Services on 03333 040 191 (you can also dial the 191 shortcode if you’re using a Vodafone handset). Vodafone should be able to give you an update on the progress of your transfer and why it’s taking so much longer than normal.
      Ken

  99. Ian said:

    Hi All I transfers from Orange to 3 last Tuesday My orange sim did not disconnect, i kept trying the 3 sim until it worked Tuesday pm but the orange one still showed a final and connection now when i ring the number now on (3) the orange phone still rings, now no credit left.
    I called 3 on weds, and orange, called 3 and orange Thursday, called 3 on Friday still saying it can not happen, called 3 again today Monday and the chap reckons it will be sorted out in 24-48 hours again
    can not receive calls on 3 can make them though calls come through on orange and switching it off says orange answerphone.
    Blimey 3 got a mouthful
    Still not sorted

    Transferred a phone number from Orange to Three (filter to show only these comments)

  100. Hasina said:

    Hello,

    What can I do if T-Mobile have disconnected my contract/number/account without me havin the chance to even ask for the PAC code? They are telling me that Carphone Warehouse have done this, while they say T-Mobile did. I did not give authorization for anyone to cancel anything. T-mboile are now telling me my number is “lost” and cannot reconnect my old number unless I pay £600.

    Regards,
    Hasina

    1. Ken Lo
      Ken replied:

      Hi Hasina,
      I’m afraid I can’t advise on what your rights are in this specific circumstance though I would have thought they should have given you the opportunity to first retrieve a PAC Code. Your best bet would probably be to make a complaint in writing to EE: this should hopefully escalate the issue and may give you a chance to get the number back.
      Best of luck,
      Ken

  101. Ivan said:

    Fraudsters breached security and obtained a PAC CODE from TESCO mobile and moved my number to another provider in order to commit further banking fraud.
    TESCO are extremely unhelpful and have stopped replying to my emails. Is there any way I can find out where my number was ported. Online tools can only show the original number provider but not where it has been ported.

    1. Ken Lo
      Ken replied:

      Hi Ivan,
      I’m very sorry to hear about your experience – my recommendation for you or anyone else in the same situation would be to report the incident to the Action Fraud hotline. The Action Fraud unit is part of the police so they should have the right resources to follow up the issue (e.g. finding out which network the number has gone to and possibly liaising with that network to get your number back). Even if you were able to determine which network the number has currently gone to, it’s highly unlikely you’ll get anywhere with that network directly as the fraudsters would have set up the account using different information.
      Best wishes and good luck in recovering your number,
      Ken

    2. Ian replied:

      This happened to me when on O2 once and the number was ported out of this country as it gave an international ringtone but O2 went to their Fraud team and got it back,
      Don’t see why Tesco did not I did contact them as soon as i got a message that they were ready to port my number but had to wait until it had been done

  102. nhu tran said:

    Hi, I have a few problems with my phone. Yesterday I got a message from o2 saying my old number will b port out 2day, meaning I’ll b able 2 use my old number on my new phone, then they deactivated my o2 simple card. I’ve switched my phone off 4 a whole night b4 going 2 bed since that’s what o2 recommended me 2 do but in the morning when switching it back on, my phone still shows my new number. Here’s the complicated part, my friend called me using my old number, I didn’t get that call but got a message saying I got a missed call, then I use another phone and texted myself using my old number, I got this message even though my new phone still shows my new number. I don’t understand what’s going on, please help.

    1. Ken Lo
      Ken replied:

      Hi Nhu,
      Thanks for your comment. It sounds as if your new network operator is still yet to catch up with the number that’s been ported in. If the phone number is still causing problems at the end of the business day, my recommendation would be to call Customer Services (they should hopefully be able to investigate this for you).
      Hope this helps,
      Ken

  103. Udita said:

    Hi Ken,

    I’ve been trying to port my number from Lebara UK to Lyca UK. Calls and internet were fine on my old network (Lebara), until it stopped working. I’m guessing the porting has been done. However, when I run a ‘find my mobile number’ on Lyca sim by *132# it still has the random Lyca number on it. This means anyone trying to reach me on my true number is unable to.
    How long will this limbo last?

    Best,
    Udita

    Transferred a phone number from Lebara Mobile to Lycamobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Udita,
      Thanks for your comment. It sounds as if your number transfer is currently in progress – have you tried rebooting your Lycamobile handset? If at the end of the business day, incoming calls and texts are still failing to reach your handset, it might be worth giving Lycamobile support a call (322 from your Lycamobile handset or 020 7132 0322 from any other phone).
      Hope this helps,
      Ken

      1. Udita replied:

        Hi again,

        So it’s all sorted now. Caled Lyca (had to hold for a half hour) but they assured me that it would be complete by the end of the day. And it finally got done at 07.13 AM this morning. So the ‘limbo’ lasted for about 17 hours, which is pretty bad if you’re expecting an urgent call, but quite okay otherwise.
        Anyway, thanks for your help.

        Udita

        1. Ken Lo
          Ken replied:

          Hi Udita,
          Glad it got sorted in the end! It shouldn’t normally take as long as 17 hours (sounds like there could have been a problem at the Lycamobile end). As you say, it’s always a good idea to schedule the transfer for when you won’t need your phone urgently but it shouldn’t be the case you need to suffer a whole day of downtime.
          Ken

  104. David Mahon said:

    I switched my network from T-Mobile to O2 via CarPhone Warehouse on 19/11/14, receiving my PAC code on the 19/11 and thus made O2 aware of the pac code during the online transfer. Received my new O2 sim on 20/11 around midday switching sims and noticing my network had changed correctly to O2.

    However, today I have received a final bill from my original provider (T-mobile) for £238 as on the morning of the 20/11, I used my phone to make calls, emails, browse the internet and watch a couple of video’s. I was unaware that I would be charged for usage by T-Mobile on the 20th and was not made aware by T-Mobile that this could happen. What options are available to me, do I have any legal recourse as this is a bill I simply cannot afford.

    Thankyou for your replies as this is a deep concern to me.

    David.

    Transferred a phone number from T-Mobile to O2 (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi David,
      Thank you for your comment and sorry to hear about the problems you’ve experienced with T-Mobile. It is rather ridiculous they’ve charged you £238 for only half a day of usage: what’s their rationale for making such a charge? What tariff were you on when this happened? It would seem reasonable for them to charge a pro-rata rate for your final month of usage but there’s no way the final bill should come to £238. I’d certainly lodge a complaint with EE: hopefully this should help to get the bill revised as quickly as possible.
      Ken

  105. Eduardo said:

    Hi! I had a pay as go sim with vodafone – it expired on 21 november. On 22 november, I called them and I got my PAC code. On 22 november I also got a new contract with Three mobile and gave them my pac code in order to keep my number.
    On 24 november I received a text message saying that the can’t move my number. Today I went to the shop and the said that there’re any problem vithe the number (not available) and I have to ask vodafone.
    What can i do? Is the problem that i have any contract with vodafone?
    Should i pay to vodafone to recharge the vodafone sim and make possible the moving?

    1. Ken Lo
      Ken replied:

      Hi Eduardo,
      Thanks for your comment. Is your Pay As You Go account still active at Vodafone or was it manually disabled before the transfer? Your old account must still be active when the PAC Code is used to transfer your phone number. My recommendation is to get a clear reason from Three on why the PAC Code isn’t working. You should then talk to Vodafone Customer Services (dial 191 on your Vodafone handset or 03333 040 191 if you need to use another phone). They should hopefully be able to resolve the problem for you.
      Good luck,
      Ken

  106. Sly said:

    Hi. I just asked about my PAC code from O2 as want to move to Orange network. I have found in a meantime that this will not be the best idea, and EE itself will be a better option to take. May I use the same PAC code for a different network than what I told O2 it was for (in fact the same as Orange is a part of EE)? It’s going to be the same kind of monthly pay as you go…

    Transferred a phone number from O2 to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Sly,
      Once you have the PAC Code, it’s possible to use it to move to any network (hence you could use it for EE or for any other network). Start by ordering your new phone or SIM card directly from EE’s website. Once you have the new phone or SIM card, enter your PAC Code through this online form. If you have any further queries about EE Pay As You Go, you can take a look at my review of the offer.
      Hope this helps,
      Ken

  107. Ian Boydon said:

    Hi Ken,

    I am looking to take out a new mobile contract and get a new phone with a 3rd party provider on the 3 network.
    I am already with 3, provided by the same 3rd party 2 years ago and my contract is now up.
    I want to keep the same number, but I will have to cancel with 3 and then set up a new contract with them, as it is from a 3rd party and not direct with 3.
    How do I go about keeping the number? Do I need to get a Pac code and transfer it to a PAYG SIm first?

    Transferred a phone number within Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Ian,
      In the first instance, I’d call Three Customer Service on 333. Ask them to transfer your number from the old SIM card to the new one: they should hopefully be able to do this (it might require you to speak to a customer services manager if this isn’t immediately possible). As a last resort, you can always port your number out to a different mobile network (e.g. with a Pay As You Go SIM) before porting it back to the new contract on Three. This, however, involves a fair bit of extra hassle so I’d try to do it directly if possible. For more information, it might be worth having a look at the comments on this page.
      Hope this helps,
      Ken

  108. Bhavini Mistry said:

    Hi there I am thinking to transfer to giffgaff but may need my PAC Code to do this as I want to also keep my number. O2 is costing me a lot of money through top up and I was wondering if I could change to giffgaff so I can get free internet, free mins and free text that wouldn’t cost me a lot of money

    Transferred a phone number from O2 to giffgaff (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Bhavini,
      Yep – you will need a PAC Code to move your number from O2 to giffgaff. You can see the link here for more information. Unfortunately, giffgaff doesn’t give you free allowances automatically with the top-up (though you will get free calls & texts to other giffgaff members). Most giffgaff members choose a buy a goodybag: the total monthly cost will often still be less than using Pay As You Go on O2. Do have a look at my review of giffgaff if you have any further questions!
      Many thanks,
      Ken

  109. Saj said:

    Hi

    I transferred a number from a payg 3 (three) account to O2 Contract. Its been 10 days now and still no incoming calls. O2 are saying they have requested the porting files again and are waiting and cant do anything until they receive these.

    O2 made me change my SIM/disconnect me for 4 hours, unaccountable number of problem solving requests still no joy.

    Any advise?

    THANKS

    Transferred a phone number from Three to O2 (filter to show only these comments)

  110. Chris said:

    Hi Ken,

    3 weeks ago, I transferred my mobile number from Orange (Dolphin) contract to ASDA Mobile.
    (both on the EE network). I had no problem securing my PAC number and the transfer seemed to go smoothly apart from the fact that I can make calls and receive texts but cannot send texts.
    I left my Orange SIM card in my old mobile and my Daughter was able to send a text message on this. I have since removed that SIM card.
    I have called ASDA Mobile on 3 occasions to be told that this has been a problem for many customers transferring from Orange and the technicians are working to resolve the problem. ASDA has given me extra credit for my phone as I am continually having to make calls instead of sending texts.
    Can you advise me of my next step as it has been 3 weeks? I have already lodged a complaint with CISAS against Orange and am waiting for their response.

    Many thanks,
    Chris

    Transferred a phone number from Orange to ASDA Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Chris,
      Sorry to hear about the problems you’re experiencing on ASDA Mobile. Unfortunately, I don’t have much specific advice regarding this matter – it sounds like a problem which needs to be solved by ASDA technical support. I would recommend checking two things:
      1) Verify the SMS message service centre settings on your phone – they’ll need to be correct for you to be able to send a text message.
      2) Consider using an instant messaging app (e.g. WhatsApp). I know it doesn’t solve your problem but it should allow you to stay in touch with friends whilst the problem is solved (it’s free to send messages so this is cheaper than calling).
      Aside from that, I couldn’t give any more advice except to keep following it up with ASDA.
      Good luck,
      Ken

  111. Jason said:

    I’m trying to transfer my number but keep the O2 contract with a new number – is there a way to do this?
    I have started a new job and they supply a phone, I want to keep my current number and put it onto this business phone. I then want to keep the O2 contract and have a new number on that – so that I can give that to my daughter (there’s a year left to run on the O2 contract). Having tried to talk to O2 I didn’t find the operator very helpful or knowledgeable – the best he could offer is “Pay £300 and terminate the O2 contract to release your number” – not good.
    Any ideas as to how to do this? I was thinking PAC code for the current number and issue a new number would be simple – I can’t be the first person to try this.
    Thanks for any thoughts.

    J

    1. Ken Lo
      Ken replied:

      Hi Jason,
      Thanks for your comment. Unfortunately, a quirk of the PAC Code system is that your old contract automatically ends when using a PAC Code to move your number to a new network. Hence, it wouldn’t be possible to use a PAC Code from O2 whilst also keeping your old contract active. The only way I can see it being possible is asking O2 to have your number swapped over to Pay As You Go whilst having a new number put onto your contract. You could then use the PAC Code to move your number over to the new network. Unfortunately, I’m not sure whether O2 is able to do this so it’s something you’ll need to discuss with them directly.
      Best of luck,
      Ken

  112. Inigo Moore said:

    I found this article very useful and didn’t know there was anything like a PAC code out there.
    just for confirmation, i am 14 months into a 24-month contract (with talk-mobile), my mum also has a 24-month contract (with orange (now EE i think)) but that has come to an end as of a few weeks ago.
    What i would like to do is for my mum to have my phone and use that, she terminates her contract and then i get to have a new phone and a new contract on a different network, she has agreed to this only if she gets to keep her current number.
    Would it work if i were to get a PAC code from orange, redeem it on my phone with talk-mobile and then that’s it?!
    would that auto-terminate my mums contact?
    would that be allowed 14 months into my contract?
    would my current tariff be exactly the same but with my mums number when i give it to her (provided this works)?
    apologies for asking several questions i just cant help but doubt a seemingly easy solution to my problem. Thank you

    Transferred a phone number from Orange to Talkmobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Inigo,
      Thanks for your comment. Normally, most networks will allow you to use a PAC Code any time during your contract. In this case, your mum would simply request a PAC Code from Orange and would transfer her Orange phone number onto your existing contract (albeit, you’ll lose the phone number currently on that contract and the contract would still be in your name). Unfortunately, for reasons I’m not totally clear on, Talkmobile only allows you to transfer an incoming phone number at the start of the contract. Hence, it unfortunately wouldn’t be possible to do what you’ve described on Talkmobile. It is probably worth giving them a call on 5888 to see whether they can be a bit more flexible (but unfortunately, no guarantees). Do accept my apologies – I really wish I could have been more helpful!
      Ken

  113. Adam said:

    Hi Ken,

    I am leaving my job after 5 years and would like to take my number with me?

    I do not want to cancel the contract , just change the number and issue a pac code for the old number.

    EE are suggesting that the number is part of the contract and the above can’t be done unless I take the contract with me? I don’t want to do this and my office does not want me to do this – they are happy for me to take the number though.

    I have spoken to three different people who have been most insistent – I fail to understand why they can’t issue a new sim/number for this contract?

    What would you advise?

    1. Ken Lo
      Ken replied:

      Hi Adam,
      Thanks for your comment. Within the PAC Code system, using a PAC code to transfer your number to another network will automatically close the account on your network. Hence, it would be possible to use a PAC Code to transfer your number to a personal account on a different mobile network. Unfortunately, this would also close the account at EE and it’s possibly your business could be charged an early termination fee (it depends on the type of contract you’re on). If you want to do this within the EE network, it would either be necessary to cancel the old contract or to take the contract with you to a personal account.
      To answer your question directly, there really isn’t any technical reason why EE couldn’t swap your number to a new personal account whilst keeping the old business contract but with a newly-issued phone number. I suspect this is more their internal business policy but you’ll need to discuss the situation with them directly.
      Ken

  114. Alano said:

    Hi I want to change my number (giffgaff) for the older giffgaff number that I´m using in website because by mistake I change the number for the new one and I can´t now put goodybags in my older number that is the one that i´m using. Any help please

    Thanks

    Transferred a phone number within giffgaff (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Alano,
      Have you tried using the giffgaff SIM swap tool?
      Ken

  115. Warwick said:

    I requested a pac code to change my number accords to ee from Vodafone now I have same telephone number on Vodafone sim and ee but I can call out from both ee and receive calls on Vodafone sim so now I have to Carry two phones around. It’s been 2 days now turning phones on and off any ideas please

    Transferred a phone number from Vodafone to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Warwick,
      Sorry to hear about your problems transferring a phone number from Vodafone to EE (if it helps, other people have the same exact problem – you can see the comments here for more information). In this case, it sounds as if the phone number is still yet to be moved over from Vodafone to EE. Once the number transfer has actually gone through, your Vodafone SIM card should become inactive. Meanwhile, EE has already updated your caller ID number despite the transfer not actually having happened. The best thing to do would be to give EE Customer Services a call on 150. They should be able to update you on the progress of the phone number transfer and can give you an estimated time for the transfer to be complete.
      Ken

  116. Ted said:

    Hi Ken,
    I’ve currently got a problem transferring my number from Vodafone to EE. I got the PAC code from Vodafone and passed this to EE when I took out a new contract with a new phone in one of their shops on 10/10/14. I was told in the shop that my number would port across to EE on Mon 13/10.
    When I checked out the phone at home, there was no service. I lost my service on Vodafone on 13/10 but never got a service on EE.
    I have contacted EE a number of times since, but each time been told the porting has not gone through fully, but got stuck initialising?? I have also been told my problem has been escalated each time but still I am without any service, 11 days since taking out the contract.
    Is there any hope of this getting resolved or is it better to cut my losses and forget about keeping my old number?
    Regards
    Ted

    Transferred a phone number from Vodafone to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Ted,
      Sorry to hear about your problems transferring a phone number from Vodafone to EE. It’s shocking that they’ve left you without service for 9 days already – even after the number has been transferred. I have a sneaking suspicion that this actually isn’t a problem with the PAC Code (otherwise your EE SIM card would still work but with the temporary number EE originally gave you). It might be worth going into an EE store and asking them to check if there’s a problem with the SIM card. I’d also lodge a complaint with EE – this should hopefully get the issue escalated and will hopefully lead to a faster resolution.
      Best of luck,
      Ken

  117. George said:

    My 24 month contract with Talkmobile ends (I believe) on either 19th or 20th November 2014. I plan to give 30 days notice tomorrow (20th October) so that I can choose another phone and supplier. I wish to retain my Phone Number.
    Two questions: –
    1) How do I go about this and
    2) How can I check the exact date of completion of my contract to ensure I do not get any penalties?

    Thank you in anticipation.

    1. Ken Lo
      Ken replied:

      Hi George,
      For step-by-step instructions on leaving Talkmobile and moving over to your new network, I recommend having a look at this page. You can choose your new network provider from the dropdown menu on that page. To find out when your contract is due to end, I’d probably call Talkmobile Customer Services on 5888. They should be able to give you the exact end date.
      Hope this helps!
      Ken

  118. Ez said:

    I have just upgraded from Orange to ee. I am able to make calls n send messages etc but some of the messages I send don’t show my number, they show the number that was initially in the phone!! I have changed the number to my number in settings n when I make a call it shows as my number, it’s just these odd few texts that show as a different number (the number originally in this phone. I’m totally confused!!

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Ez,
      The best thing to do would be to give EE a call on 150 – let them know your caller ID is still displaying a old number from before your number transfer. They should be able to resolve this problem for you!
      Ken

  119. Heather said:

    Hi I’m waiting for my giffgaff sim problem I’ve rang lyca up and they will not give me a PAC number I’m fed up with lyca constantly phoneing them holding on for ages and they keep refusing to give me PAC number they have scammed me out of money on my bundles is their any other way that I can keep my number when I go to giffgaff !!! Please if u know of any other way I’d be most greatfull

    Transferred a phone number from Lycamobile to giffgaff (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Heather,
      As per Ofcom’s General Conditions of Entitlement, Lycamobile are legally required to issue you with a PAC Code within two hours of your request. If they’re unwilling to do so, please remind them of the legal responsibility. If you’re still having problems getting the PAC Code, please do drop me another comment with the reason they’ve specified for refusing the request. I’ll then try to investigate a bit further!
      Ken

  120. stan said:

    I have a problem with transferring my number to Vectone mobile,I gave them my pack code from O2 ,but they are telling that they haven’t received confirmation porting from O2,I receive an SMS from O2 which says that its been granted,but my number is still offline.can i call couple of times their customer service desk but they were so unhelpful.
    you please tell me what I can do?I need to keep my number as its my company one.please help me?

    Transferred a phone number from O2 to Vectone Mobile (filter to show only these comments)

  121. Russ said:

    Afternoon, I have just obtained my PAC code from Vodafone and my line goes dead on Friday but im not using my PAC code until Saturday when I take out a new contract with EE. Do you know if my PAC code will still work after the line is dead or not. I’m not leaving Vodafone on friendly terms and they are cancelling my contract with immediate effect.

    If any one can help me on this that would be great.

    Transferred a phone number from Vodafone to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Russ,
      If your account at Vodafone gets closed before the transfer, the phone number will be lost and you won’t be able to transfer it to another network. My recommendation would be to use your PAC Code as soon as possible – if you submit the PAC to EE today then your number should be transferred over tomorrow. If it’s not possible to do this, you may need to ask Vodafone to extend your line rental for a couple of days. This will give you a little more time to have your number moved over.
      Best of luck,
      Ken

  122. Laura said:

    Hi,

    I was an Orange customer and upgraded on Thursday to EE with the same number. I was told as Orange is part of the EE Group that I wouldn’t need a pac code.

    The upgrade went through fine. My services started on Thursday with EE and then on Friday at 7.30pm all services were lost.

    When I called EE they advised me that my number had been ported to someone else.

    A pac code was provided to someone else for my number. Consequently, they now have my mobile number and I have no mobile number at all!

    Orange and EE keep saying they have never seen this before. I have been told I have to go back to Orange and then try to go back to EE again as per my upgrade which could take a further week!

    In the meantime, I have no number and someone else is getting all my calls and messages etc.!

    Any help or advice would be greatly appreciated!

    Many thanks,
    Laura

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Laura,
      It sounds as if this is a massive mess-up on the part of EE: there are implications both in terms of disruption to your service and also in terms of your data security and privacy. My immediate thoughts are to lodge a formal complaint with EE – ideally you should do this in writing using the online form. This should help to escalate your issue to a higher level. There should also be someone assigned to dealing with this issue.
      I hope the issue will get resolved as quickly as possible. Please do keep me updated on any progress from EE (or if you have any further questions about the same issue).
      Many thanks,
      Ken

  123. mac said:

    Hi,I have question about pac code which I receive from3 last Thursday , because i want to move to EE but later I think that was bad idea and I would like come back again to 3 and cancel my pac code .What do you think is any chance cancel pac code and become again customer 3 with my old number?

    Transferred a phone number from Three to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Mac,
      Thanks for your comment. My advice would be to contact EE Customer Services as a matter of urgency – ask them to cancel the transfer of your phone number. If they aren’t able to do this (e.g. if the number has already been moved over), your only option would be to move the number back to Three (this may involve signing up once again on Three). You can contact EE by calling 150 from your EE handset or 07953 966 250 from any other device.
      Hope this helps!
      Ken

    2. mac replied:

      hi ,thanks for reply on my question ,but I would like explain you that I still didn’t move to EE and use my pac code from three.

      1. Ken Lo
        Ken replied:

        Hi Mac,
        Ah, apologies for misunderstanding your question! If you haven’t yet given the PAC Code to EE, there’s no further action required on your part. The PAC Code will automatically expire after 30 days and your contract on Three will continue as before. It’ll be just as if you hadn’t requested the PAC Code in the first place. If you later decide you actually want to change network, you can request a new PAC Code from Three at any time.
        Hope this helps,
        Ken

  124. Amir Shahzad said:

    I have just come out of a 24 month contract with T-Mobile
    I asked for a PAC CODE but was put through to the loyalty team who offered a 4G SIM Only deal. The SIM card had a temporary number.
    I called 150 and told them my T-Mobile number had not migrated across as promised.
    They tried to do it but couldn’t – they said there was a problem with the SIM and that I needed to get a replacement.
    I got the replacement SIM card and now my phone says no service.
    I have contacted customers services who can’t explain why the old number has not migrated and who have escalated the issue upwards.
    I still haven’t heard anything back and haven’t been given a time frame for the resolution of the problem.
    This really is very poor considering EE AND T-MOBILE are part of the same group of companies…
    I’m really unhappy and would like to leave EE due to their incompetence in not being able to migrate my number from T-Mobile to EE and upgrade my plan

    Transferred a phone number from T-Mobile to EE (filter to show only these comments)

  125. Paul Cullen said:

    Hi Ken
    Thanks for your excellent description of the old number to new phone process.
    I have just completed the same, from Vodafone to Tesco with no problem.
    However the number displayed in my new phone (moto G) status is still the temporary number allocated by Tesco. Will this update automatically, can I update it or will the phone always display the original number?

    Transferred a phone number from Vodafone to Tesco Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Paul,
      Thanks for your comment. Could you kindly elaborate on which feature of your new smartphone is showing the old number? If it’s an instant messaging app (e.g. WhatsApp), you’ll need to re-register the app under the new phone number. If it’s an outgoing call still showing the old number, this would be a problem to discuss with Tesco customer support (call 4455 using your Tesco handset and ask them to check the caller ID). Finally, if it’s a problem in the Android interface (e.g. the wrong number showing on the About screen) you can normally resolve this by restarting your handset.
      Hope this helps,
      Ken

  126. David said:

    What about any credit on the SIM you are transferring to? I have a 3 PAYG SIM with some credit, and want to transfer the number from a O2 PAYG SIM. Once the number is transferred to 3, will I still have the credit from the previous 3 number?

    Also, what happens to the previous 3 number?

    Transferred a phone number from O2 to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi David,
      The SIM card on which you’re transferring your phone number to will retain any credit it had before the incoming transfer. So any credit currently on your Three SIM card will still be there after the transfer is complete.
      Hope this helps!
      Ken

  127. Parker said:

    Hi,
    I’m currently with Three and at the end of my contract.
    I’ve called Three to upgrade, but they can’t give me any special deals.

    I’ve seen the same contract they offered, online with Three (through a separate company) which is cheaper.
    Can I transfer my number if I cancel my existing contact and take out this other one if they are both from Three?
    Thanks in advance.
    Parker

    Transferred a phone number within Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Parker,
      Thanks for your comment. Based on previous experience, most mobile networks are fairly reluctant to move your phone number from one account to another (the reason for this is it would allow you to bypass their normal upgrades process). Furthermore, they would need to pay commission to a third-party retailer for connecting your line (understandably, they hate to do this when you’re already a customer on their network!)
      What this means for you as a consumer is that customer support will often tell you it isn’t possible to transfer your phone number over. In reality, there’s no actual reason why they aren’t able to do this (it’s only an internal transfer and is incredibly easy for them to do). If you’re willing to spend a bit of time negotiating with customer services, it could be worthwhile trying to move over directly. If not, you could always transfer to Pay As You Go on another network then you could move your number back after a few days.
      For more information, do have a read of the first-hand experience of other readers trying to move a phone number within Three.
      Ken

  128. Therese said:

    Hi, my partner changed from Lyca to EE a year ago. Problem is, when he has incoming calls, caller hear a message ‘this number is not in your price plan allowances please visit our site for more information’ and then the call will go through. A lot of people will hang up and he will never receive the call. He has contacted Lyca and EE but none will take the responsibility for this error. What can he do? Regards Therese

    Transferred a phone number from Lycamobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Therese,
      Thanks for your comment. Unfortunately, there’s no way to stop this message from being played when people call the number. The reason for this is because the number was originally issued by Lycamobile and still belongs to the Lycamobile block (see the spreadsheet here for a list of mobile numbering blocks and which network the numbers are assigned to). As a guide to reading the table, the SABC and D/DE are the first five digits following the zero in your phone number. For instance, if your phone number was 07123 456 789 then the SABC is 7123 and the D/DE is 4. The only solution I’m currently aware of would be getting a new phone number issued by EE. It is a massive pain but as long as you keep the number from Lycamobile, the message will play at the start of your calls.
      Ken

  129. Isabel said:

    Hi Ken,

    I used my Three PAC code but it’s now been 2 working days and my number still hasn’t transferred. Any ideas or suggestions?

    Thanks

    1. Ken Lo
      Ken replied:

      Hi Isabel,
      Which network are you trying to move to? Take a look at our table on expected timeframes for transferring a number. If you submitted your PAC Code on a Wednesday, then Friday would have been the final date on which your number could have transferred over to the new network. In this case, you should now contact your new mobile network and you should ask them to update you on the status of the transfer. If you only submitted your PAC Code on a Thursday, it can possibly still transfer over on Monday (i.e. if you used your PAC Code on Thursday afternoon after your new network’s daily cut-off time).
      Ken

  130. Lucy said:

    Hi Ken

    I have recently switched from Orange to GiffGaff, after coming to the end of my 24 month contract. I have paid a final bill already, but a month later they have billed me for another month’s line rental. I know their terms and conditions state that you must give 30 days notice to cancel a contract, even once it has run it’s term, but for that 30 days I would expect to continue to receive service. But I was lead to believe that by porting the number with a PAC code, that this would cause the contract to terminate immediately that the number had been ported away from them, as the Orange SIM was no longer linked to my number and I was not receiving any service. Do I really have to pay for a month’s “line rental” in a month where they did not supply me with a “line”?!

    Regards

    Lucy

    Transferred a phone number from Orange to giffgaff (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Lucy,
      It does really suck but unfortunately that’s the way things currently work with the 30 day notice period :( One way you’re able to get around it is to give your notice in advance. Alternatively, you can request your PAC Code and to only use the code just before it expires (other readers have done this in the past as you’re still able to use the old line for almost one month). I’d really love to be able to change the system but I suppose it’s an effective way for the mobile networks to take their last pound of flesh before you switch to a rival. So certainly worth filing a complaint with Orange – with enough feedback, hopefully the networks will change their policy in the future.
      Ken

  131. Shirley said:

    Hello, I have just recently gone from pay as you go on T-Mobile to a Contract with Tesco mobile. A PAC code was issued to me and I gave this to Tesco mobile. I have only had the phone since 6 September and apparently my old number from T-Mobile was ported on 9 September to my new phone. I have recently been advised by people that they cannot reach me on my new mobile from a landline. When rung from a landline the signal received by them is a dead one. I can receive calls on my new phone from other mobiles. I am having a very frustrating and stressful time with Tesco Mobile in getting this matter resolved. All manner of things have been tried and nothing works. Do you please have any ideas. Hope this makes sense.

    Regards

    Shirley

    Transferred a phone number from T-Mobile to Tesco Mobile (filter to show only these comments)

    1. Louise replied:

      I am having a very similar experience I transferd my number from t mobile to giff gaff in September all was fine for the first 24 hours then I was unable to receive any calls from mobiles or landlines except from my daughter who is on O2, again just a dead tone. I then got no help from giff gaff so asked for another pac number and took out a new contract with a new hand set from O2, the exact same problem has occurred and again only my daughter or O2 can call me but I cann receive any text from anyone. O2 have disconnected me twice now and put me back on but this has not resolved the problem which I believe originates from t Mobile but they do not want to help as I am no longer their customer. This is a business number so really need to keep it please help

  132. joe mc neill said:

    ken can I cancel a number change after giving my pac code thanks joe

    1. Ken Lo
      Ken replied:

      Hi Joe,
      If you’d like to cancel a scheduled number transfer, I’d strongly recommend getting in touch with your new mobile network as soon as possible. They’ll be able to tell you whether the request can be cancelled.
      Ken

  133. Geraint said:

    Hi Ken

    i have done all of thisnd my number ha gone to vodafone, however it is still working on ee, my texts come through to that as well? does it matter that i have iphone 5 and now iphone 6?

    Transferred a phone number from EE to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Geraint,
      Thanks for your comment. It sounds as if the number transfer still hasn’t taken place (I’d wait until the end of the working day, then I’d call Vodafone if the problem doesn’t resolve itself). The caller ID on your new network (Vodafone, in this case) can sometimes be updated before the transfer actually happens. It doesn’t actually mean calls & texts will be routed to that SIM card. Once the number has finally transferred from EE to Vodafone, calls and texts should then arrive on your new Vodafone iPhone.
      Hope this helps and enjoy your iPhone 6!
      Ken

  134. Amy booker said:

    Hi Ken!
    I have paid to end my contact early with ee and taken out a new contract with Vodafone.
    I got a pac code from ee which I gave to Vodafone when I took
    Out my new contract and the number transfer should be taking place today.
    I have lost service from my ee number but I’m still on the temporary number that Vodafone gave me on my new phone.
    I lost service on my ee phone around 3.30 so should the old number now be active on my Vodafone contract or has something gone wrong?

    Transferred a phone number from EE to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Amy,
      Thanks for your comment. You should normally lose service on the EE SIM card at the same time as Vodafone changing the phone number on your new SIM card. However, in some cases, there could be a short delay before this happens. I’d recommend restarting your Vodafone handset and seeing if it registers with the new phone number. If the problem persists then I’d call Vodafone Customer Services to enquire about the problem (dial 191 from your Vodafone handset).
      Ken

  135. E said:

    Hi Ken,
    Thanks for info here. I’m having a nightmare porting from T Mobile (EE) to O2. Port requested on Friday scheduled for Monday 6pm. Old number cut off on Friday so I have no means if my business customers getting hold of me on my kniwn number. Called O2 who are currently giving me the run around and no help whatsoever. They ofcourse are blaming T Mobile. Any advice you can offer would be gratefully appreciated. Thanks. E.

    Transferred a phone number from T-Mobile to O2 (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi E,
      Sorry to hear about the problems you’ve experienced transferring a phone number from T-Mobile to O2. Based on your description of the problem, the problem has occurred on the T-Mobile end (O2 are right in blaming T-Mobile). T-Mobile should keep your number active until the transfer actually happens: they shouldn’t disconnect it or end your contract early. A transfer through the PAC Code system should simultaneously close your T-Mobile account whilst moving the number over to O2. Hence, I’d recommend calling T-Mobile Customer Services (0845 412 5000) – they’ll be best placed to help in solving the problem.
      Good luck,
      Ken

  136. D drury said:

    I am at my wits end after 4 hours on the phone to vodaphone!!! I want to put my wife’s number on to my vodaphone business account . She is a vodaphone account holder customer at the end of a 24 month contract . She’s been quoted £40 odd to get a PUC
    I can’t transfer for 30 days …she’s been told to get a pay as you go for 30 days !!
    I am being told different things on every call . Can someone please help

    Transferred a phone number within Vodafone (filter to show only these comments)

  137. Sunita said:

    Hi
    I am orange network customer.on the 1st of September I called customer services and told the lady there that I was due for an upgrade she put me through to the loyalty team who offered a 4GEE sim only deal and was told it would be a like for like deal as I was on orange. BUT not the case. Since the 1st of September ive been without the use of my phone. I received my 4GEE sim on the 5th of September but the number was different and not as promised the deal was also different from the one I was quoted. So again no use of the phone as phone was saying no service. I called back ee and explained this to them on Monday the 8th of September I got so annoyed and asked to reverse migrate to orange as before. On Wednesday the 10th of September I recieve a text message on my temporary number saying that my “upgrade and price plan has been reversed back to orange and that my number will be moving back on the 11th of September”.
    This has not been the case at all I’m still without the use of my phone to date. I have been on the phone to orange daily twice a day. It’s costing me a lot of money as I’m using the landline. And all I am told is that it takes a bit of time for this process! HOW MUCH LONGER!!!
    One extremely frustrated customer.
    Please advise.

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Sunita,
      I’m very sorry to hear about the problematic migration from your old Orange plan to a new tariff from EE. Quite frankly, it’s totally unacceptable that EE have left you without the use of your phone for a period of 17 days. In this case, I would strongly recommend you make an official complaint via EE’s website. This will escalate the issue to a higher level and should help you in getting your phone service back. They might also be able to compensate you for the loss of service during the botched migration.
      Good luck,
      Ken

  138. Lynne said:

    I have a rolling goodybag with giffgaff, and am looking to switch to EE. My query is, is there a time scale within which I have to port my current number to EE? If I have my EE contract for say a month, can I then port my giffgaff number after that time or will EE not accept it?

    Transferred a phone number from giffgaff to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Lynne,
      Thanks for your comment. You can port your number to EE at any time you like (it’s totally fine if you’ve already had the contract for a month). This guide will walk you through the process step-by-step.
      Hope this helps,
      Ken

      1. Lynne replied:

        Thank you for the clarification.

  139. Sheila said:

    Nightmare! Virgin supplied the PAC COde with no trouble. It took me 2 hours and 3 phone calls to get through to Orange and get the right person to talk to. After waiting 3 days I discovered they had transferred my Virgin number to someone elses phone. I have been promised that it will be sorted in 24 hours. Will believe it when I see it. Virgin customer service is far superior, just a shame that they are not as competitive on price.

    Transferred a phone number from Virgin Mobile to Orange (filter to show only these comments)

  140. Greg said:

    Hi,
    I would like to know if my contract ends at 16th of September 2014 (tomorrrow), I will be able to transfer my number to another network after that date with no additional costs or charges (for example paying whole 12 months of automatically renewed contract)? I mean I already have my PAC number and I am just worried if my contract will not be renewed automatically at 16th? I’m in Vodafone and they have sent me a message that my PAC code will expire 13/10/2014. Is a PAC code request equivalent to ending up a contract with them?
    Cheers, Greg

    1. Ken Lo
      Ken replied:

      Hi Greg,
      Thanks for your comment. Your contract will become a one-month rolling contract after the minimum term has ended (so it wouldn’t renew for another 12 months, it would only renew for one extra month and on an on-going basis after that month). If you later wish to transfer to another network, there are no extra charges (though you may need to pay the Vodafone contract until the end of the current month when you transfer your phone number).
      If you don’t use the PAC Code within 30 days, your contract with Vodafone will continue as before. This is unless you’ve explicitly told them to terminate your contract on a certain date.
      Hope this helps,
      Ken

  141. Peter said:

    Hi Ken,

    I’m currently at the end of a pay monthly contract with Orange (EE) and I’ve requested my PAC code (my contract end date has passed but I’m still in the 30 day’s notice period) and I’ve requested my PAC code as I couldn’t find any good upgrade deals. I found a brilliant deal on a website for a pay monthly contract with EE, I would like to keep my current number but I’ve read from various sources that it’s not possible to port a number from a monthly contract to another pay monthly contract on the same network. Is this the case? And is there nothing else I can do to keep my number while taking out a new contract with a new account?

    Transferred a phone number from Orange to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Peter,
      Thanks for your comment. As an Orange customer, you can upgrade to EE without using a PAC code (EE will simply process this as an internal upgrade within their network). If the same deal isn’t available to customers who are upgrading, it could then be worth asking Customer Services if they can match the deal you’ve seen for new customers.
      If it’s not possible for them to match the deal for new customers, you can of course sign up as a new customer via the EE website. Using the details of your new account, you can then provide your Orange PAC Code to EE via this online form. I haven’t got other examples exactly for your situation, but there are a couple for people moving from T-Mobile to EE.
      Hope this helps!
      Ken

  142. Nuno said:

    Hi Ken. Just wanted to thank you for your helpful guidance, much appreciated!

  143. Mike Bullock said:

    This has been horrendous and still isn’t sorted.
    I was with Orange pay as you go and had £9.97 credit. This was transferred from my account within 12 hours of subscribing to a new pay monthly contract so I couldn’t use my phone. The SIM card arrived 4 days later with a pac code from orange. I followed the instructions and entered my details online to move my old number over. The following day I could only make outgoing calls, after 3 calls to the technical team and another 4 days the issue still isn’t resolved. A new sim is on the way which could take another 3-5 days.
    Great 10 days without a phone isn’t funny and there is still no guarantee of it working.

    EE’s phone transfer sucks and I wouldn’t recommend EE. Perhaps I should cancel the contract.

    Transferred a phone number from Orange to EE (filter to show only these comments)

  144. Dan said:

    Hi Ken, Vodafone seem to have made an error by which they cancelled my contract account at the end of it’s term instead of converting me to a PAYG account as I had requested. They now claim the mobile number has been lost and cannot be recovered after sending out a letter stating the ‘payg conversion’ is in progress. It’s now 3 days since the contract was disconnected and I’ve had numerous calls to them with an unlimited number of pass the buck to a different team (cancellations, payg, contract, porting team, etc) with differing answers stating from ‘conversion in progress’ to ‘number lost and cannot be recovered’ with every other answer you can think of in between. The number is valuable to me as I had used it for more than 10 years now (on different networks) and the loss of this number is going to hurt me quite a bit (I for sure haven’t measured the magnitude of this for now). Haven’t managed to speak to anyone from Vodafone who’d take complete responsibility of this issue and I’ve been promised a call back from the supervisor of the last cust service rep that I spoke to this morning. What do you think my options are now and is there anything I should be doing to help recover my number?

    Thanks.
    Dan.

    1. Ken Lo
      Ken replied:

      Hi Dan,
      Thanks for your comment. Sorry to hear about the Vodafone screw-up which has caused you to lose your phone number of 10 years. It is a surprise that after sending you written confirmation of the transfer of your phone number to PAYG, they would cancel your contract and the phone number with it.
      In this case, I’d recommend making a formal complaint via Vodafone’s website – this should hopefully escalate the issue and increase the chances of it finally being resolved. If the number was originally issued by Vodafone, there’s still a possibility they could get your number back (i.e. it should still be floating around somewhere in the Vodafone system). If the number was issued by another provider and was previously ported over to Vodafone, it could be more difficult to get your number back. If you aren’t sure which one applies to you, refer to the spreadsheet here. The S/ABC and D/DE are the first 5 digits of number following the leading zero. For instance, if your phone number is 07123 456 789 then the S/ABC is 7123 and the D/DE is 4.
      Ken

      1. Dan replied:

        Thanks Ken! That made a lot of sense. Luckily I did start on Vodafone when I got this number for the first time. Vodafone have now managed to get this number activated this morning (found out after visiting one of their stores), though they are unable to tell me whether I’ve been issued a new contract or if this number is active on PAYG. Am obviously less worried now as the number is back online and not lost forever as feared. Obviously a lesson learnt here for warming up to Vodafone and once things settle down, the top priority would be to switch away from them.

        Read somewhere Vodafone came last in customer satisfaction survey and they seemed to prove that to me in the hardest possible way. Their CS was definitely clueless on what was going on and the number of transfers brought tears to my eyes after trying to explain the situation to every CS Rep that I had to speak.

        Cheers!

        1. Ken Lo
          Ken replied:

          Hi Dan,
          Really glad the problem got solved in the end. I do feel your pain about Customer Services: the problem seems to be there’s just too many people & departments – no single person to take responsibility or ownership of the issue. Thanks for updating us and hope everything with Vodafone will go more smoothly in the future!
          Ken

  145. Geoff said:

    I am confused about how to end my contract with Orange (ee) and move my number to another provider.

    My contract ends on 26-09-14.

    I have got a PAC today (01-09-14) valid for 30 days.

    According to my T&Cs I have to give notice to terminate my Orange contract of “one month”. Does this means 30 days rather than a calendar month?

    Does the fact that I have asked for a PAC mean that Orange have accepted that I have given notice to cancel?

    How does this reconcile with the fact that I was told that if I don’t use the PAC then the contract will simply continue? Either I have given notice and it will end or I haven’t and it won’t. How can it be both at the same time?

    Presumably I have only one date (30-09-14) on which I can give the PAC to my new provider? Because if I give it a day early on 29-09-14 then I have not given 30 days notice and will be stung for another month’s rental. And if I give it in a day late then the PAC will have expired.

    Can I be sure that if I use the PAC with the new provider on 30-09-14 then it will definitely go through and not get delayed or something and expire?

    1. Ken Lo
      Ken replied:

      Hi Geoff,
      Thanks for your comment. You officially gave notice to Orange when you requested the PAC Code over the phone. Because of the 1 month notice when from you requested the PAC, you now need to continue paying your contract all the way up until the 1st October. This is regardless of when you actually leave the network. The one-month notice period doesn’t actually preclude you from moving to another network: it only means your final bill is charged up to this date.
      Hope this helps,
      Ken

  146. Jay said:

    Hi

    I on orange contract. I going switch to t-mobile payg smart pack. I have SIM card ready. I have pac code ready. Do I need put money on SIM card before transfer number or I can wait after transfer number?

    When I fill out t-mobile transfer number online form how I know number transfer work and complete (I know it take next business day)? I get text or something?

    Transferred a phone number from Orange to T-Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Jay,
      It’s not necessary to top-up your SIM card (though it needs to be active when you submit the PAC Code). I would recommend topping up immediately if it isn’t too difficult (as you’ll need some credit to test the new SIM card and also in case you need to contact T-Mobile Customer Services).
      With regards to the online form, you will receive a confirmation e-mail with details of the transfer and an estimated time for its completion.
      Hope this helps!
      Ken

      1. Jay replied:

        Hi Ken

        Thanks quick reply. This website lot information and way better than EE website.

  147. Zhoumei said:

    Hi Ken!

    I’m currently in the process of doing this from Vodafone to EE, however there is an issue going on. It was supposed to be transferred over the next day however it’s been a bit of a problem. I can call out with the phone number that’s been transferred from Vodafone, but I cannot send texts or receive calls. Any idea whats happening?

    Transferred a phone number from Vodafone to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Zhoumei,
      Sorry to hear about your problems transferring a phone number from Vodafone to EE. If you’re able to call out using your phone number but incoming calls still go to the old network, then the transfer of your phone number is still yet to be finished. I’d recommend rebooting your handset occasionally throughout the number transfer day – this will sometimes iron out any problems on your phone. If you’re still having problems at the end of the working day, the best thing to do would be to call EE Customer Services (dial 150 free from your EE handset). As to why you’re unable to send text messages from your phone, this is a little bizarre as you’ve already managed to make an outgoing phone call. If rebooting your handset doesn’t make a difference then EE Customer Services would probably again be the best bet!
      Ken

  148. lun said:

    Hi there, I am in contract with 3, however i am going to leave UK soon.
    So I am hoping to end my contract with 3 (12 months contract, until 4 oct 2014). Anyway as I read through the website, it’s said that I would need to give them a 30 days notice in order to end my contract.

    I would like to know if I end my contract, what will happen to my number? Will they transfer my number to 3 PAYG ? or they will provide me a PAC codes for me to transfer my number to new telco ?

    The thing is I want to end the contract and continue to use my old number as PAYG (as I might be back to UK for a short business trip few weeks later)

    Please advise. Thanks

    1. Ken Lo
      Ken replied:

      Hi lun,
      Thanks for your comment. When calling Three and letting them know you want to end your contract, you can also provide instructions on what to do with your number. My recommendation is to give them a call on 333 and to ask them to switch your number over to Pay As You Go.
      Hope this helps,
      Ken

  149. Renuka said:

    Hi ken,
    I live in india, had been visiting sfo and New York the past month …..on
    My visit I picked up a lyca sim for international calling which I paid a figure
    Of 39 dollars for a month……now I am back in india, but since I travel a lot to New York was wondering how I could retain my phone number…….please advise,
    Thanking you
    Renuka

    1. Ken Lo
      Ken replied:

      Hi Renuka,
      Thanks for your comment. The only way to keep your phone number from Lycamobile USA is to use the SIM card at least once every 90 days (see section 3.4 of the Lycamobile USA terms & conditions). If you don’t use the SIM card for more than 90 days, the phone number is automatically reassigned to another customer.
      Ken

  150. Chrissy said:

    Hi Ken,

    I came across your very useful website and wonder if you could help me with the following.

    I pay for two phones for my daughters. Daughter One is with Three on a contract and Daughter Two is with EE on PAYG.

    Both daughters wish to keep their own numbers but Daughter One with Three (contract phone) is emigrating to the UAE and will purchase a sim card once there. Therefore Daughter Two wishes to take over her Three contract and cancel her (30 days notice with EE) PAYG

    Are they able to keep their own number but swap Sims ?

    Many thanks for any advice. I have spoken to Three and said that only Daughter Two can keep her number and needs to request a PAC from EE.

    I look froward to your reply, and thank you in advance for your time.

    1. Ken Lo
      Ken replied:

      Hi Chrissy,
      Thanks for your comment. Unfortunately, it isn’t possible to swap the phone numbers across two SIM cards – using a PAC Code will automatically close the account on your old network.
      In your situation, it’ll only be possible to keep one phone number – that of Daughter Two. Daughter Two will need to request a PAC Code from EE and then must provide that PAC to Three to keep her phone number (see this guide for step-by-step instructions). Unfortunately, Daughter One’s number will be lost automatically and the account on EE will also be closed. There wouldn’t be a way of stopping this from happening.
      Ken

  151. Sam said:

    Hi Ken,

    We have a small business account with Orange. One of our employees is leaving the company and would like to retain her phone number as she bought this with her when she joined. The contract was only recently renewed so there is quite a large termination fee that we’d like to avoid. We would be happy to keep the contract with a new number provided by Orange but i’ve been told requesting the PAC code essentially terminates the contract. After a few bad experiences recently, i have little faith in their customer services! Can you confirm that this is correct?

    Many thanks in advance
    Sam

    1. Ken Lo
      Ken replied:

      Hi Sam,
      Thanks for your comment. Under normal circumstances, using the PAC Code will unfortunately terminate the contract with Orange. On consumer plans, this will certainly cause you to have to pay the Early Termination Fee. For small business plans, I’m not totally sure how things will work though I would have thought there’d be a better way. Have you discussed with Orange customer services the possibility of the employee taking over her own contract? Alternatively, I believe most businesses are charged based on the number of active lines. Would it be possible to transfer the subscription to a new line, hence avoiding the early termination charge?
      Ken

  152. SRK said:

    Hi Ken,
    Thanks for this very useful site…I feel lucky to have landed here!
    Mine is a peculiar problem – I hope you can throw some light on this:
    I was with Lycamobile and got a new contract with Three.
    To port my number across, I got a PAC Code from Lyca and gave it to Three.
    Within a day, I was able to make (outgoing) calls using my old number.
    However, shockingly, the incoming calls failed to reach my mobile; calling my number would only result in an “invalid number” message.
    Customer services at Three said that they have done their part of the porting, but are waiting for some files from Vodafone! I was surprised to learn that my mobile number’s PAC code was given my Lycamobile (my previous provider), BUT my number is actually owned by Vodafone (they originally issued my number way back in 1999) !
    Anyway, since then I have been calling Three and I get only one response “We have sent a chaser to Vodafone and are still waiting for the files”. I called Lycamobile and Vodafone – but they bluntly refused to help me as I don’t have any contract with them now (yes, true!).This has been going on since 12 Aug and I am struggling helplessly as my friends and family are unable to call me on my mobile.

    I tried complaining to the Ombudsman service (they ask me to wait 8 weeks!!) and also called Ofcom. Ofcom won’t take individual complaints, but confirmed that the onus of porting my number now lies with Three, the “gaining provider” – and that Three can take Ofcom’s help if they are not getting a proper response from Vodafone.

    I don’t know where to go now ! I could cancel the Three contract and get back to Lyca (or even Vodafone, for all the trouble they gave me!), but am concerned that my number could then land in a black hole as it won’t belong to any network provider during the re-porting !
    Pleeeeeeeeeeeeeeeeeeease help me !!

    Regards,
    SRK

    Transferred a phone number from Lycamobile to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi SRK,
      Thanks for your comment – I’m really sorry to hear about the terrible experience moving your number from Lycamobile to Three. As you mention, there is some work required on the behalf of the network which issued the number originally (Vodafone in your case though you can verify this info via this link).
      As you mention, the onus is now on Three to chase this up for you. I’m really disappointed that Vodafone haven’t been helpful in allowing you to transfer the number – this has led you to miss incoming calls for 9 days already. I would recommend you send an official complaint directly to Vodafone – hopefully this will speed up the process of getting your number transferred.
      Good luck and please keep us updated,
      Ken

      1. SRK replied:

        Hi Ken,
        Thanks for your response and advice.
        I am glad to let you know that the problem was resolved yesterday (21 Aug) after 10 days of agonising wait and dozens of calls!
        Three has agreed to compensate me one month’s price of my contract (£10).
        However, they say if I wish to complain further, I should take this up with Vodafone.

        I am happy that my anguish has ended – however, there doesn’t seem to be a system in place to avoid recurrence of such incidents either with Ofcom or the ombudsman service.

        As Vodafone did not complete the transfer of my files within 24 hrs, it breached the Ofcom regulated standard. As such it should be straight-away penalised. Besides that, for the loss of service, frustration and the helplessness that they subjected me to (imagine being despised when I contacted Vodafone as I don’t have anything to do with them directly), I deserve a better compensation.
        I am also unhappy that Ofcom’s role is only “monitoring” the mobile companies – and the 8 weeks period that someone has to wait before the case is taken up .

        Someone needs to ensure that this doesn’t repeat.
        So I am going to take this battle to Ofcom, Ombudsman service and Vodafone till I get a satisfactory response and compensation.

        I welcome your comments in this regard.

        Thanks
        SRK.

        1. Ken Lo
          Ken replied:

          Hi SRK,
          Thank you for updating us – I’m glad the problem was finally resolved. I do agree that the mobile companies need to be better held to account: in this case Vodafone caused you to miss your incoming phone calls for a period of 10 days. This is pretty unacceptable – Ofcom’s General Conditions of Entitlement say they should be doing a lot better in this regard. So I would definitely support you in taking this further. I hope you’ll receive sufficient redress from Vodafone and with the involvement of Ofcom this will prevent other people from experiencing the same problems in the future.
          Ken

  153. Matt said:

    Hi Ken,
    I’d just like to say thanks a lot for writing this up on your website; it’s very useful and helped me out a lot!

  154. Mark said:

    Hi Ken,

    Great post. Very informative. Quick Q though.

    I’m switching to Three from EE and getting a new iPhone. I’ve got the PAC code. From previous experiences, once the phone is set up with a sim card, the phone incorporates the mobile number for iMessage etc. So when the PAC code is done – ie the number is switched to my new iPhone – do I need to ‘tell’ the iPhone or does it do it all automatically?
    Kind regards and thanks!

    Transferred a phone number from Three to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Mark,
      You’re right – iMessage, Whatsapp, etc. will stay continue to stay registered to temporary number. There’s a fix for this: see this comment lower down in the page.
      Hope this helps!
      Ken

  155. Dovile said:

    Hello,
    I have got my pac code and filled form online. I am switching from Vodafone to EE. Aaaaand nothing happened. I have filled that form once again 2 days ago and still nothing happened. I havent got any message. Also I have been trying to switch mobile phone off and on again. Still nothing. I am not sure what to do.

    Transferred a phone number from Vodafone to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hey Dovile,
      Thanks for your comment. It’s strange that nothing has happened since submitting your PAC Code to EE. Have you received any messages from them confirming they’ve processed the PAC Code? It might be worth giving them a call (dial 150 from your EE handset) and checking with Customer Services on the status of your transfer.
      Ken

  156. Tim said:

    Hi Ken,

    First of all, thanks for the great site, very useful and informative.

    I’m in a situation quite similar to that outlined by Pat on August 4th. Both accounts in my case are with Three, my original contract is coming to an end soon but I was able to get a much better deal by opening a new account than by following Three’s upgrade process. The salesman with whom I bought the new account suggested I follow the same process that Pat was thinking of – pick up a PAYG SIM for any other network, get a PAC code for my original account and transfer to the PAYG, give it 24hrs or so to complete then request a PAC from the PAYG network and transfer that onto my new Three account.

    I gave Three’s customer service a call to see if there was any possibility they could simply do an internal transfer between my two accounts, and they said this wasn’t possible – the only way they would accommodate my request would be if they were to change my original account over to a Three PAYG account, which would require I give 30 days notice and at the end of this 30 day period my account would convert to PAYG and they would then be able to do an internal transfer to my new account.

    I thought the 30 day wait seemed a bit excessive for a simple number transfer on the same network, so I mentioned the idea of using a 3rd party network as described above; he initially said that “it would not be possible”, and when I asked for clarification – which required a few minutes on hold while he checked with a supervisor – he came back and told me that “he didn’t think it could work, and certainly couldn’t guarantee it would work.” He seemed to be suggesting that Three would refuse to process the incoming PAC at the end of the process if the number had been on their network at any time in the past.

    In the end I didn’t make any changes to my account and now I’m really not sure what I should do.

    So – phew – that’s my situation. Is there any chance you might be able to shed some light here?

    Thanks very much,

    Tim

    Transferred a phone number within Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Tim,
      Thanks for your comment. There’s really no reason why Three isn’t able to process your number transfer internally (as you say, it’s pretty ridiculous for an internal transfer within the same network). It may be worth asking the Customer Services agent to talk to their manager (often, this will get them to agree to transferring your number over directly).
      With regards to your question, Three certainly won’t refuse to process an incoming PAC if the number was previously used on their network. It’s very common for people to change their networks and then to subsequently change back to a network they were previously on (many other readers have done the same thing).
      Hope this helps,
      Ken

  157. Beth said:

    Hi Ken,
    I’d just like to ask a quick question – I recently called up Three for a PAC code, I then used it to transfer me to Tesco Mobile but I then called up to cancel the use of it as I had made a mistake (regarding the timing of it all). The Tesco caller told me that I would need a new PAC code for when I want to transfer again, but when I called up Three they said that I didn’t need a new one.
    Could you please let me know, from your experience, which one is right?
    Thank you!
    Beth

    1. Ken Lo
      Ken replied:

      Hi Beth,
      Thanks for your comment. I don’t believe you’ll need a new PAC Code as the PAC Code from Three is valid for 30 days. As long as you provide the PAC to your new network within the 30 days, there shouldn’t be any need to get a new code. If the 30 days elapses, it will then be necessary to obtain a new PAC Code.
      Hope this helps!
      Ken

      1. Beth replied:

        Hi Ken,
        Thank you, that is very helpful.
        All the best,
        Beth

  158. Joe said:

    Hi Ken,
    I’m currently on Pay Monthly contract with Vodafone (via Phones4u). My contract ends in January but I would like to cancel it early and move to Three. I understand that there will be a Cancellation Fee and I am fine with that, one problem is however that I also have Phones4u Care with my Contract. So my questions are, could I just cancel my Phones4u Contract and move over to Three? Would I have to pay for the Phones4u Care also? What do I have to do and who do I have to call?
    Thanks in advance for any help
    Joe

    1. Ken Lo
      Ken replied:

      Hi Joe,
      Thanks for your comment. According to the Phones4u website, you can cancel the Care package at any time without any penalty: “You’re not tied in for any minimum period so you can have the policy for as little or as long as you like. You can cancel this at any time by popping into a store, or by calling us on 0844 871 0535, or by emailing relations@policyadmin.co.uk.”
      Hope this helps!
      Ken

      1. Joe replied:

        Hi Ken,
        Thanks for the help! I have one more question, sorry. I’ve been doing some reading on the Vodafone website about cancelling my contract early and it says that I will need to give them 30 days notice, would I still need to give them notice if I used PAC to move network? And is it different if I am using Phones4u?
        Thanks again, Joe

        1. Ken Lo
          Ken replied:

          Hi Joe,
          I believe the PAC Code counts as giving notice of you wanting to leave Vodafone. Their airtime conditions regarding the 30 days notice means they can charge you up to the end of the 30 day period (e.g. if you get the PAC code on August 10th, they’ll charge you until September 9th regardless of when you actually end the contract). In your situation, you’re still within the minimum contract period so it shouldn’t make any difference to the amount you’ll need to pay (i.e. you still need to pay your contract until January 2015).
          Ken

  159. Danni_xo said:

    I am thinking of ordering my new phone today on Tesco mobile, but I can’t request my pac code from T- mobile until next week without being charged as I still have over 30 days left on contract. Is it possible to change my number over to my new phone once I have it? Or do I have to do it online before I receive the new phone?

    Transferred a phone number from T-Mobile to Tesco Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Danni,
      Thanks for your comment. You can request your PAC Code from T-Mobile at any time (the contract won’t actually be ended until your number transfers to Tesco Mobile). There’s never a charge for receiving your PAC Code. However, if you end your contract early (e.g. by giving the PAC Code to Tesco), you may be charged an early termination fee equivalent to 96% of the remaining cost of the contract.
      With regards to providing your PAC Code and transferring your number over to Tesco Mobile, you should always do this after receiving your new handset. It gives you an opportunity to test it out first (e.g. to make sure the handset works properly and that the coverage is OK in your home/office). So I would definitely recommend ordering the handset first – only after it arrives and you’re actually ready to move your phone number over, you can then fill out this form on TescoMobile.com.
      For more information, please see the step-by-step instructions on moving your phone number from T-Mobile to Tesco.
      Hope this helps!
      Ken

      1. Danni_xo replied:

        Thank you! That has really helped!

  160. PAT said:

    Can anyone help?

    I’ve recently come out of a 24 month contract with T-mobile which I then changed to PAYG. I soon realised that my monthly usage (although relatively low) wasn’t cost effective as PAYG. I currently have just over £1.00 credit on this phone – an unlocked Samsung Galaxy S2.

    I started looking at monthly deals and just over a week ago, signed up or another 24 month contract with EE. Apparently I cannot transfer my T-mobile number to EE even though they are on the same network.

    It was suggested that I get a third party SIM, e.g. Vodafone (which is not part of the EE network) and transfer the old T-mobile number to Vodafone, and one this is done requested a PAC code from Vodafone to transfer the ‘new’ (but original T-mobile number) to EE. Hopefully does this make sense? What happens to my old T-mobile SIM? Can I request a new number for that or is it just ‘tough’ with any remaining credit being forfeited?

    Can anyone come up with a better scenario?

    Regards.

    PAYG Pat

    Transferred a phone number from T-Mobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Pat,
      As a T-Mobile customer moving to EE, the recommended thing to do is to upgrade directly to EE. In your case, you’ve signed up as a new customer on EE which means using a PAC Code to move your number over.
      Have you tried obtaining the PAC from T-Mobile and submitting it to EE via this online form? After doing this, the number transfer should be processed just like any other. It might be easier to do this than going via Customer Services (customer services may insist it can’t be done as they’d prefer you to upgrade rather than to sign up as a new customer).
      Ken

      1. Pat replied:

        Thanks very much Ken for your prompt response – I sure wish that you I got the same response from ALL of the customer services people I have spoken to over the past few days. I have wasted so much time trying to get this resolved. The only reason I did not ‘upgrade’ from T-Mobile to EE is that the same deal cost over £2.00 per month more (for 24 months). So…… I’ve completed the form (many thanks for the link) and I now wait to see what happens tomorrow. Hopefully by 17:30, my ‘old’ telephone number will be on my ‘new’ phone and I will no longer keep receiving calls for a Ms Donoghue!

        Now all I need to do is try to ensure that I get all my contacts exported safely.

        PS. Why to service centres which are so very obviously based in India insist that there staff adopt ‘English’ names, i.e. I’ve recently spoken with Sharon, Peter and Mark – who speak very poor English – very fast! (rant over).

    2. PAT replied:

      Yay – filled in the form as suggested. A few hours later got a text message from EE stating that there was a problem and to call them on 150. Ages later (as they were so busy), I managed to get through to a customer services lady who took ages to check my T-Mobile account and my EE account and then said that she could do the transfer for me. So before thanking her and saying goodbye, I check that the tranfer will take place before 17:30 today (Wednesday) – ‘yes’ she says.

      Woke up this morning to discover that my T-mobile SIM no longer works (only lost £0.89p) and very pleased to say that my new ‘EE’ phone now has my ‘old’ mobile number. Woo-hoo – only took 12 days and I would have been none the wiser had I not stumbled upon your web site so THANK YOU very much!

      1. Ken Lo
        Ken replied:

        Woo hoo – congratulations Pat and glad to know the phone number transferred successfully! Hope you enjoy using your phone on EE and thanks again for keeping us updated about how the transfer went!
        Ken

  161. shane said:

    i have 3 contracts out with vodafone all on the same account. i have to upgrade one but i can get a better deal on a new contract still with vodafone on the same account. i asked vodafone if i canceled the one thats due an update and take another new contract out would i be able to keep my exsiting number and use it for the new one but thay said this was not possible. how can i get to keep my number but still get the best deal (wich would be the new contract).

    1. Ken Lo
      Ken replied:

      Hi Shane,
      Thanks for your comment. In the first instance, I’d recommend calling Vodafone and asking them to match the deal offered to new customers on their network (they should do this rather than punishing loyal customers on their network). If it’s not possible, you should be able to sign up as a new customer and then ask Customer Services to move your number over (they’ll often require a bit of prodding but there’s no reason why they can’t do this). Finally, as a last resort, you can always port your number to another network and then back to Vodafone via another PAC Code (due to the extra hassle, I wouldn’t recommend doing this unless it was necessary). You can order a free SIM card here if you need another network in which to port your number to.
      Hope this helps,
      Ken

  162. George Lovell said:

    Hi Ken,

    Has a value ever been placed on a mobile phone number that an individual has had for 10+ years which has then been lost by a mobile phone network. ASDA failed to provide me with my PAC when they switched from Vodafone to EE and say that my number has now been lost for ever. Would like to talk compensation for the fact they have lost my number through no fault of mine. The number was priceless to me, but have any values ever been placed on a mobile number in terms of compensation?

    Thanks

    George

    1. Ken Lo
      Ken replied:

      Hi George,
      Thank you for your comment. I’m very sorry to hear that you lost your phone number and that ASDA Mobile have failed to give you a PAC Code when requested. I’m not aware of any precedent regarding the value of a phone number or how much compensation should be due in this case. My recommendation would be to in the first instance, formally complain to ASDA Mobile. Should they fail to resolve the case satisfactorily, you can then complain to the Ombudsman Service and the telecoms regulator, Ofcom.
      Sorry I can’t be of any more help – though I wish you all the best of luck during this process. Do let me know if you hear anything regarding the value of a phone number – I’m sure lots of other readers will also find this info useful.
      Many thanks,
      Ken

  163. Chris said:

    I am trying to transfer my number from pay monthly to pay as you go on orange. Can this be done evened tho I have an outstanding balance but also they have given me a PAC CODE. Any help please??

    Transferred a phone number within Orange (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Chris,
      Thanks for your comment. As you’re moving from Orange Pay Monthly to Orange Pay As You Go, it’s not necessary to use a PAC Code. Instead, you should call Orange Customer Services on 150 (they should be able to change your account over manually without a PAC).
      Hope this helps,
      Ken

      1. Chris replied:

        Hi ken thanks f,or you swift reply, they are saying this cannot be done until I pay them my outstanding balance today and then they will give them to me on a PAYG SIM but then they will charge me £800.

  164. nr said:

    My vodafone contract notice has been given and PAC CODE given to new provider giffgaff. The PAC expires on 30th july but switch is scheduled on 31st July…Hope this works out as I need to keep the same number…

    Transferred a phone number from Vodafone to giffgaff (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi nr,
      Thanks for your comment. I don’t think there will be any problem as long as you provide the PAC Code to giffgaff before the time it expires. In case of any problems, simply give Vodafone another call – they can give you a new PAC Code which you immediately re-submit to giffgaff.
      Hope this helps!
      Ken

  165. mudpie said:

    Hi,
    Love your site – great advice and help.
    I want to change from my pay as you go (Vodaphone) to an EE iphone contract. There is a great deal with EE which unfortunately ends on 31st July. I am trying to use up my credit on my old phone (don’t want to waste it!!!) If I go and sign up for the deal on the the 31st can I wait a while to transfer my number so as to use up my credit?
    Thank you in advance

    Transferred a phone number from Vodafone to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi mudpie,
      Thanks for the kind words and for leaving us a comment! Yep, of course, it’s no problem at all to sign up with EE today and to transfer your number over at a later point (e.g. after you’ve used up remaining credit on Vodafone). The process for transferring your number can be seen on this page – with step 3 (providing your PAC Code to EE), you should only do this when you want your number transferred over (you’ll lose any remaining Vodafone credit here at this stage).
      Hope this helps!
      Ken

      1. mudpie replied:

        Thank you for the info Ken, really helpful.

  166. majraven said:

    Two months ago I obtained a PAC code from Vodafone and passed it on to Asda mobile. The porting of my existing number did not take place as expected, and every few days Asda has been giving me excuses and saying that the tech team is working on it and it should be fixed ‘soon’. Today, almost two months after the port should have taken place, the Asda team has claimed that the PAC code was faulty, and another is required from Vodafone. Vodafone says they have ported the number (to T mobile, for some reason) and they now have nothing to do with my number and cannot issue another PAC code. No calls or texts can be received using my original number, although calls can be made. In effect, both Vodafone and Asda have washed their hands of the matter. Any ideas?

    Transferred a phone number from Vodafone to ASDA Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Majraven,
      Sorry to hear about your problems transferring the phone number. For me, it sounds as if the problem is on ASDA Mobile’s end (Vodafone did everything they were meant to do by releasing your PAC Code). One explanation for what has happened is that both ASDA and T-Mobile use the EE network. Hence, the transfer might have messed up on the receiving network end (e.g. perhaps your number was assigned to T-Mobile rather than ASDA). It does sound as if the issue should be chased with ASDA Customer Services (as Vodafone say, the number has already left their network). Sorry I couldn’t be more helpful, and I do wish you all the best of luck in getting your number back.
      Ken

  167. Arlette said:

    Tried to request PAC code but the automated system just keeps repeating itself so unable to carry out task can you help please

    1. Ken Lo
      Ken replied:

      Hi Arlette,
      Thanks for your comment. Could you kindly clarify which mobile networks you’re trying to transfer your number between?
      Many thanks,
      Ken

  168. Lauren said:

    Hi Ken,

    I’m moving from EE to 3. I bought a SIM only plan from 3 and I am currently on pay-as-you-go on EE. Everything I’ve read so far on keeping my number when switching networks talks about ‘both’ devices. I only have the one handset so should I leave my EE sim card in and wait for it to stop working then put my 3 card in? Or should I use my temporary 3 number in the mean time and wait for that to stop working and then restart it?

    Transferred a phone number from EE to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Lauren,
      Please accept my apologies! When writing, we often assume there’s two different handsets (an old one and new one). In many cases, its actually the same handset (only the network & SIM card is changing). I hope this didn’t cause too much confusion!
      To answer your question, you have the option of using either SIM card until the transfer takes place. If you’d like to continue receiving calls & texts on your existing phone number, I would recommend continuing to use your EE SIM card. Be sure to keep the 3 SIM card somewhere convenient (you’ll need to change the SIM cards over as soon as the number transfer takes place).
      It’s also possible to use your Three SIM immediately. In this case, you’ll be using a temporary number until the transfer takes place. It’s not necessarily a problem but you’ll miss calls & texts sent to your number.
      Hope this helps,
      Ken

  169. Dan said:

    Hi ken i was wondering if you could help me out. I obtained a number 7 years ago from the mobile network virgin. I then gained the pac code and moved to o2 pay as you for a number of years. I then decided to move to three network with this same number but onto a sim contract only deal. i was receiving odd phone calls therefore when my 12 month sim only contract ran out i decided to ring them and change number they terminated the number and i really want that number back. is there anything i can do in order to get that number back?

    1. Ken Lo
      Ken replied:

      Hi Dan,
      Under normal circumstances, it’s only possible to transfer your number if it’s still active and being used on your network. If O2 has terminated your number and replaced it with a number issued by themselves, the chances are the phone number has been returned to Virgin. In this case, it unfortunately won’t be possible to get your number back. To double check, one thing that might be worth doing is calling O2 and checking if they still have your number.
      Ken

  170. Ken Lo
    Ken said:

    Hi all,

    As of last month, most UK mobile operators have switched to using 03 numbers for their customer support (this is in response to recent European legislation). I’ve updated the table above with the new contact numbers. Still waiting on Lebara Mobile to provide a 03 number.

    Ken

  171. charlotte said:

    Hi Ken

    I am returning a mobile with contract as I am unhappy with the network service. Sadly I had already ported my number in before I decided to cancel. The company I bought the phone from say that when I return my phone they will cancel my contract and T Mobile will issue them a pac code that they will then pass on to me. My concern though is that surely the use of the PAC code is what ultimately closes the account. I dont see the company receiving my returned mobile and then leaving the acount open for me to have time to use the Pac code, and I can see them getting the phone and cancelling it right away, and if so, surely the number is lost instantly? My question is, is it worth me ringing t mobile myself to get a pac code in advance just in case, and if the company then lose my account right away, is this pac code still valid? or is it over ruled by the closer of the account? Hope this make sense to you!

    1. Ken Lo
      Ken replied:

      Hi Charlotte,
      Thanks for your comment. I’m sorry to hear about the problems on your new mobile network and also the problems this has caused regarding your phone number. Normally, to avoid these types of problems, we recommend people check their new network/handset and make sure everything’s OK before using the PAC Code.
      Regarding how to obtain the PAC Code, unfortunately I’m not sure what will happen in this case! You’ll have to liaise with both T-Mobile and the retailer you bought the handset from. It may be possible to call T-Mobile and to obtain the PAC code yourself. However, this will stop the other company from obtaining your PAC Code (a PAC Code is valid for 30 days and a new PAC Code can’t be issued if another is still active) – it could also mess up how they process their returns.
      Good luck and do keep us updated about how you solve the problem!
      Many thanks,
      Ken

  172. roy said:

    I was with O2 on a 2 year contract and recently finished the contract and cancelled my direct debit and switched onto PAYG to keep my number and they sent me a new simcard. When I called them to ask for the pac code ,they want me to top up 10 pounds to release a code. Is it right.

    1. Ken Lo
      Ken replied:

      Hi Roy,
      You should never be charged for obtaining a PAC Code – it’s your legal entitlement and O2 isn’t allowed to charge for issuing a code. Are you instead being charged for calling O2 Customer Services? It’s worth noting that unlike Pay Monthly, there’s a 25p charge for calling customer services from a Pay & Go mobile. Couple this with the £10 minimum top-up (this may explain why they’re asking you to top up). To get around this, use a landline or another mobile phone to call customer services on 0344 8090222. This is charged at standard UK landline rates.
      Hope this helps,
      Ken

  173. Tony said:

    I have recently signed-up for a contract for an iPhone 5S at Phones4U. I wanted to retain my existing T-Mobile PAYG number and the best coverage option was offered by EE 4G.

    However, the P4U salesperson told me I could not transfer a T-M number directly to EE, because they are “effectively the same provider” and that if I wanted to retain my number, I would either have to transfer it first to a ‘third party’ SIM and then transfer it again to EE, or choose another (3G) provider.

    In the event I chose another provider, although I have not yet effected the transfer. But, having now researched this on your website, the advice I was given seems somewhat dubious.

    Can you clarify the position, please?

    Transferred a phone number from T-Mobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Tony,
      Thanks for your comment. As you mentioned, T-Mobile and EE are essentially the same company (T-Mobile is a 3G-only brand whereas EE also provides 4G coverage). As part of the push towards 4G, EE has tried to encourage T-Mobile customers to upgrade to 4GEE. This is normally done as an upgrade within the network (there’s no need to use a PAC Code). In your situation, you were looking to sign up as a new customer on 4GEE and to port your old number from T-Mobile. Though I haven’t tried it, I believe a PAC Code would also do the job in this situation (e.g. you can still use a PAC code though it’s not totally necessary). A PAC Code is still required to transfer your number from Orange to T-Mobile.
      Hope this helps,
      Ken

  174. RB said:

    Just wanted to thank you for setting out so clearly how to make the transfer, as I was pretty clueless!

  175. Shaun said:

    Hi Ken,

    I have asked my provider this but they do not seem to understand my request.
    i am currently with orange and use the pocket landline service with gives you a second number which is a landline number which i use for business. i want to port both my numbers from orange and can see no problem porting the mobile number to three network but i also want to port my landline number to any company that provides a divert service similar to pocket landline. i am concerned Orange haven’t got a clue how to do this and will lose my valuable business landline number.
    Can you investigate this for me and see what you can find out.

    thanks Shaun

    1. Ken Lo
      Ken replied:

      Hi Shaun,
      Thanks for your comment. Unfortunately, I’m not aware of the processes required to transfer an Orange Pocket Landline number to another provider. Ofcom’s website provides little information: only that companies need to provide the service if you’re staying at the same address (this doesn’t really apply in your current situation). Unfortunately, the PAC Code system only works for mobile numbers – there’s fewer legal protections around a landline number (e.g. it’s impossible to keep your current number if moving telephone exchange). My gut feeling is it might not be possible to transfer your landline number elsewhere (though do let me know if you find out otherwise).
      Sorry I couldn’t be more helpful!
      Ken

  176. Lynne said:

    I am currently with t mobile but they are unable to offer me a deal directly that i can get via the internet on the same network. Do i need to get a pac code to transfer over to the new deal? Box help would be appreciated. Thanks

    Transferred a phone number within T-Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Lynne,
      Your best bet would be to contact T-Mobile: they should hopefully be able to do this internally. If not, it’s always possible to port to another network and then to port your number back using a new PAC Code (you can get a free Pay As You Go SIM card for this purpose here.
      Ken

  177. Farzana said:

    I am currently trying to transfer my EE number from one contract to another as I was unable to upgrade my original contract. EE have come back and said they can’t do that and I have to transfer my number to another contract before I can then use it on my new EE contract. LAME!

    Transferred a phone number within EE (filter to show only these comments)

    1. Andy replied:

      Me too. How did you get on?

  178. Ed said:

    Dear Ken,

    I think you might be the most helpful person on the internet…

    I’ve recently moved from Orange to Tescomobile.

    On Thursday 19th June (it’s now tuesday 24th) I requested to have my old number transferred. They emailed me with:

    “Thanks for your recent request to keep your mobile number. We’re working on transferring it now” etc etc

    So all seemed good.

    But it’s now Tuesday and nothing’s happened (my phone is still working on a different number).

    Should I sit tight or get onto customer care?

    Thanks.

    Ed.

    Transferred a phone number from Orange to Tesco Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Ed,
      Thanks for the kind words 😉 If you provided the PAC Code to Tesco on Thursday, the number transfer should have completed sometime on Friday (otherwise on Monday if you missed the daily cut-off). As it’s now Tuesday and your number has still failed to transfer, I would definitely recommended getting in touch with Tesco Customer Services (you can do this by dialling 4455 from your Tesco handset). They should be able to give you an update on the transfer (it might be possible they forgot to action the transfer).
      Hope this helps,
      Ken

  179. dipak chauhan said:

    Hi Ken

    I took out a contract on o2 via CWH and ported a number from o2 only to be offered a better deal by O2 the following day.

    i then cancelled by CWH contract the port of my number took place to o2.

    My order was on Monday, cancelled on Wednesday with the item not being delivered as I asked CWH rep to ask DPD driver to not deliver. The item was at CWH warehouse on Thursday 8.40 and now I am being sent from pillar to post in getting a PAC code from CWH/O2 to port number back to my new contract with Vod.

    What are my options? I am really frustrated. By the way this has happened in the last seven day (from Monday 17th June owards).

    Regards

    1. Ken Lo
      Ken replied:

      Hi Dipak,
      Thanks for your comment. Sorry, I was a little unclear about your situation: were you simply moving from one O2 account to another O2 account (only purchased via the Carphone Warehouse)? Or were you moving from Vodafone to O2 and you now wish to reverse the number transfer after providing the PAC Code to O2?
      Ken

      1. dipak replied:

        Ken
        i was a Vod customer and obtained PAC which i used for new CWH (O2) contract but cancelled the CWH contract the following day but the phone got ported to o2 as i had given the code to CWH.

        The CWH (o2) phone was return to sender when i cancelled and received by CWH last Thrusday. But CWH are now dragging their feet porting the number back to me as i have chosen to stay with Vod!!

        I would not recommend CWH to any one particularly as this situation has occured at a difficult time when my elderly parents have been ill.

        I notice ofcom suggest port should not take more then 2 days. CWH have had their O2 phone back in their warehouse since last Thursday (19th June).

        Regards

        1. Ken Lo
          Ken replied:

          Hi Dipak,
          Thanks for the update. Your example is a good situation of why I normally recommend people wait for their new handset/SIM card and test it before using their PAC Code. It saves a lot of hassle in case you need to return or refund your phone (in your situation, you’ve been left in a state of limbo as a non-O2 customer with your phone number already transferred over to O2). I guess this is something you’ll need to chase up with O2 (e.g. find out which account your number is assigned to) and I do wish you the best of luck. Please do keep me updated on any developments in getting your number back.
          Ken

          1. dipak chauhan replied:

            Good advice Ken. Sadly o2 have disconnected my phone and are asking 30gbp to give me my number. CWH have taken the max time to obtain my PAC code and have today “reassured” me that i should not worry and that they will have my pac code by tomorrow (Friday a full week and a bit later) and that even though my number has been disconnected i will be given it back.

            The moral of the story then is never port until you have tried the contract out. Or put another way dont be nice and honest but use the product try it and then return keeping your number and not having any heartache. Not very happy with either CWH or O2.

            Dipak

  180. Paul said:

    Hello, i ported my vodafone number to three, before couple days receive text restart my phone , and i can make calls and send text but i not able receive incoming call or text, When calling straight goes to voicemail welcome to lyca mobile (vodafone). , i already contacted ree they told me cant see any problems and on system shows everything works fine, they told me i have to wait they will send to technicians to chekc again, maybe someones know why still cant receive calls? Is problem from vodafone or three? Looks like porting done only half. Thank you

    Transferred a phone number from Vodafone to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Paul,
      Thanks for your comment. Sorry – I was a little unclear on your original mobile network: was it Vodafone, Lycamobile or Lebara Mobile? To give a quick overview, Lycamobile actually uses the O2 network (maybe you’re referring to Lebara which instead uses Vodafone as their network coverage provider?).
      Anyway, with regards to the situation, it looks as if the porting is incomplete. The problem could be on either end but your best bet would be to get in touch with Three (dial 333 from your Three handset). They should hopefully be able to resolve the situation (and can liaise with your old network if required).
      Hope this helps,
      Ken

      1. Paul replied:

        hi Ken,

        sim card is vodafone, but i dont know why voice mail says welcome to lyca mobile please leave your message, i already tryed contact three few times ,they told me wait ,but nothing happends, its 6 days nothing happens, also i was in three store and they gave me new sim card, but thats not help, still cant receive incoming calls and text and my voicemail still lyca but network is vodafone, the sim was brand new i get pac code and fill online form on three website, and on 18 jun get messages to restart my phone, i can make a the calls send text and use data internet, looks like split service, , but not sure why on vodafone network says welcome to lyca mobile. also three send me email to check this, but 4 days no anwser. maybe problem with old network?

        1. Ken Lo
          Ken replied:

          Hi Paul,
          That’s positively bizarre – was your phone number originally issued by Vodafone or Lycamobile? You can check the spreadsheet here if you aren’t totally sure. If it was originally a phone number issued by Vodafone, I guess the phone number has transferred to the wrong network. If the phone number was issued by Lycamobile, it may have gone back to the original network. Either way, it’s exceptionally bizarre and I’m also at a loss to explain what has happened!
          Ken

          1. Paul replied:

            well that vodafone sim card was brand new unpacked, i contact vodafone and get pac number, and when sim was unused i tryed to call so before says welcome to lycamobile, i really dont know why on vodafone says lycamobile, dont know where is the problem. but they check the number in vodafone and generated pac code , i dont think vodafone can generate lycamobile pac code ?

          2. Ken Lo
            Ken replied:

            Hi Paul,
            It is very bizarre – I’m not sure why your Vodafone SIM card would have given that message (but it’s still worth checking the spreadsheet I sent to see if the number was originally from Vodafone). This article from 2009 gives more information on how to use the spreadsheet. Once you know the SABC and D/DE codes, check the company the number was issued to. This should give you some more information when going back to Vodafone/Three.
            Ken

  181. David Hancock said:

    I need to convert my mobile number 07********* from Utility Warehouse to Vodaphone but the online form does not list Utility Warehouse as an option.
    I have the PAC code for this mobile number.

    What should I do?

    1. Ken Lo
      Ken replied:

      Hi David,

      Thanks for your comment. Apologies, as our PAC Code Finder doesn’t support Utility Warehouse at the moment. As you’ve already gotten the PAC Code from Utility Warehouse, the only step remaining is to use it with Vodafone. For instructions on providing a PAC to Vodafone, please see the ‘Using your PAC Code’ section of this article.

      Hope this helps!

      Ken

  182. Theo said:

    Hi Ken

    I’ve had the same problem as Ken and its been a week now and still no number transfer to my new phone.

    I’m having to use the old phone on 3G.

    I’ve made many calls to EE but still no joy.

    Any suggestions?

    Theo

  183. Georgia said:

    I transferred over from vodaphone last thurs it’s now Tuesday and still my old number hasn’t transferred over I rang Saturday and min and both times was assured it should of happend Saturday but defiantly will happen Monday , still nothing , I’m really annoyed , if I new it would take 5 days or more I wouldn’t of done it not impressed

    1. Ken Lo
      Ken replied:

      Hi Georgia,
      Thanks for your comment. As you mentioned, you provided the PAC Code to your new network on Thursday last week. Depending on the time you provided the PAC code, the number should have transferred over either on Friday or on Monday this week (it’s all to do with your new network’s daily cut-off time for providing a PAC). Contrary to what you were told, number transfers will never take place on a Saturday (see section: Expected Timeframe for Number Transfer).
      As it’s now Tuesday, the transfer of your number is now overdue. I’d recommend getting in touch with your new network and trying to find out where the hold-up has been. You can also remind them of their legal obligations: there’s a maximum amount of time they’re able to take in processing the request.
      Ken

  184. Ken said:

    Having switched from O2 to 3 without problems I have noticed that my phone (a moto G) shows its phone number as being the original number assigned to the 3 SIM rather than the phone number I ported from O2.

    Is there anyway to ensure that the correct number is displayed for my phone?

    Transferred a phone number from O2 to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Ken,

      Thanks for your comment. Is this a problem with your Caller ID (the number which shows when you make a phone call) or a problem on the handset itself? For caller ID, the best thing to do is to contact Three Customer Services (call 333 from your Three handset). For the latter (a problem on your handset), a quick restart will normally solve the problem (you may also need to re-register through apps such as WhatsApp).

      Hope this helps!

      Ken

      1. Ken replied:

        Hi Ken,

        Thanks for the reply. I was able to edit the SIM number on another Phone (Samsung Galaxy ACE DUOS) by going to Contacts/Settings/Own Numbers and editing My Number.

        So it now shows up correctly on both the phone and caller ID.

  185. roro said:

    I am a giffgaff member and have been for a few years however my sim card suddenly stopped working and i had to order a new sim card from giffgaff, im worried about how to transfer my number to my new sim as i have never done it before and i don’t want to change my number. Please may you give me any information and phone numbers i need as i find it difficult to contact giffgaff too. Please help.

    1. Ken Lo
      Ken replied:

      Hi Roro,

      Thanks for your comment. As a giffgaff member changing your SIM card, you’ll need to use their SIM Swap tool. Your phone number will be transferred to the new SIM card and the old SIM card will be deactivated after. It’s a straightforward process: many people use the tool to change their size of SIM card or to upgrade to a 4G-enabled SIM.

      Hope this helps!

      Ken

  186. Kim Ward said:

    Hi Ken,
    After no end of problems with signal on Vodafone I switched to T-Mobile but the problems continued. After 4 months, 3 new sim cards, new phone returned for checking and many hours talking to the appalling customer services at EE I managed to get a UK based engineer who said my problem lay with Vodafone as even though I had moved my contract to EE the profile of the number remained with Vodafone and when you move your number to any provider the original issuer is still in control. I was also told I shouldn’t expect my phone to keep a signal when in a vehicle travelling at more than 50 mph.
    EE would have to request Vodafone to reset the profile and it would take 3 days. It did improve and work for about a month.

    1st question is this true?
    If it is true then if you are having continual problems like me is it worth just ditching the number and starting again. I have had my number for business for over 12 years so not something I really want to do.

    Kim

    Transferred a phone number from Vodafone to T-Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Kim,

      Thanks for your comment. It is true that when a number is ported, there is an entry within a central database to show the phone number has been moved to another network. To give some background, refer to this spreadsheet from Ofcom. The spreadsheet shows the block of phone numbers allocated to each network (your phone number would originally belong to Vodafone). When a phone number is moved to another network, it needs to be listed within a separate database (otherwise the call would still be routed to Vodafone instead of T-Mobile). Generally, the system to transfer numbers works very smoothly and I rarely hear of problems like yours. Also, even in the event of a problem with the number transfer system, I don’t see how it would affect your mobile coverage (receiving a signal is totally independent of the PAC Code system).

      To test things out, my recommendation would be to carry out an experiment using a T-Mobile SIM card. It’ll have a brand new number (not ported from Vodafone). Insert the SIM card into the handset you normally use. You can watch the bars of signal when travelling in a vehicle. I suspect you’ll see similar behaviour even with the new SIM card (if so, the problem is either with your phone or with T-Mobile’s coverage).

      Ken

  187. Nigel Brown said:

    Hi,

    Just switching from T mobile to EE, and have simply turned off my old phone, and left on my new one, as advised by EE.
    The new phone does have a number in it, ( although not my number ) and I can make calls, although no mobile network.
    Is this normal, and will my existing number transfer automatically within a few hours or so ?
    Any help appreciated !

    Transferred a phone number from T-Mobile to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Nigel,

      Thanks for your comment. It’s really odd that this has happened: especially as you’re upgrading from T-Mobile to EE (technically, both are now the same network). If the problem doesn’t resolve itself within a couple of hours, I’d recommend calling EE customer services on 150. Do keep us updated on how you get on!

      Ken

  188. mika said:

    Hi I have a question. I want to change my operator, however I wanted to buy a mobile through one of the website which compares the deals, as they seem to have the best deals and I am not really sure if I still will be able to transfer my number. Have they got that option to choose at the end of the buying process?

    1. Ken Lo
      Ken replied:

      Hi Mika,

      Thanks for your comment. The number transfer process doesn’t take place when ordering your new handset: it only takes place after you’ve received the new phone. Hence, it doesn’t matter if you buy your phone from a third-party website. You only provide the PAC Code after receiving your new handset & SIM card (either through an online form or by calling customer services). You can use my PAC Code Finder for step-by-step instructions.

      Hope this helps!

      Ken

  189. Anthonia said:

    I have been through the whole pac code thing. I am not receiving any phone calls at all however i can make them.

    1. Ken Lo
      Ken replied:

      Hi Anthonia,

      Sorry to hear about the problems transferring your phone number. You’ll need to contact your new mobile network – they can check up on the status of the number port and should be able to resolve the problem.

      Hope this helps!

      Ken

  190. Neil said:

    Hi Ken,

    2 years ago I switched form Orange to T-mobile (even though both parts of the same company (EE)) and ported my number across.
    I was able to get a new phone and cheaper line rental by not “upgrading”.

    Is this still possible i.e. switch between orange and t-mobile or have they now closed this loophole?

    I plan to do the reverse (i.e. switch from t-mobile back to orange) now my contract is up.

    May I add that you have a really informative helpful website and well done on replying to those with questions (some website owners abandon their projects after a small amount of time).

    Transferred a phone number from Orange to T-Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Neil,

      Thanks for the kind words and really glad to know you found the website useful! Yes, it’s still possible to switch from T-Mobile to Orange and you can still sign up as a new Orange customer. The drawback of your plan is that Orange and T-Mobile are no longer available online. You can still buy an Orange contract, but only in EE’s retail stores (where sales staff will normally push you towards an EE 4G contract). It can be a little difficult obtaining details about the Orange deals so you may need to push this with the staff.

      Ken

  191. JOANN KUSSELUK said:

    Can i change networka and keep my telephone #that i have had for 8+ years its a out of state area code it is a California State # Virgin Mobileand i want to go with Cricket in Nevada but keep the California #…Please Reply back to me ASAP….Thank You For Your Time,JoAnn Kusseluk

    1. Ken Lo
      Ken replied:

      Hi JoAnn,

      Thanks for your comment! Unfortunately, the details on this page are only relevant to the UK: the US has an entirely different system for transferring your cellphone number between carriers. Please accept my apologies as I’m really not sure how the US system works!

      Ken

  192. Melvyn Burton said:

    Hi Ken,

    You say ‘Once the phone number has been transferred to Virgin Mobile, your account on Orange will automatically be closed. You’ll receive a final bill for any outstanding charges’. I’m currently on pay as you go, so will the refund my any outstanding credit?

    Thanks

    Melvyn

    Transferred a phone number from Orange to Virgin Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Melvyn,

      Thanks for the comment! If only it worked in such a fair way… unfortunately any remaining Pay As You Go credit will be forfeited during a number transfer. For Pay Monthly, it works slightly differently… if your account is in credit you’d then be able to claim a refund.

      Sorry to bear the bad news for PAYG users: you’ll either need to use up remaining credit or you can instead donate it to charity (e.g. to Cancer Research UK). If you do neither, then it’s retained by Orange as profit.

      Ken

  193. Yvonne said:

    Hi I have been with ASDA mobile for a long time, never had a problem but now terrible, I have not been able to use my phone at all – tried changing to the new network EE at the weekend the sim card that ASDA provided is blocked, I have done everything it says on the ASDA letter, my vodafone will not work have tried the card in a t-mobile, still nothing.
    PLEASE HELP I AM A FULL TIME CARER AND NEED TO KEEP THE NUMBER I HAVE

    Transferred a phone number within ASDA Mobile (filter to show only these comments)

  194. stewart said:

    I gave vodaphone my Ovivo pac code 7 days ago and was told it would be transfered 5 days ago, and I am still waiting for them to update my vodaphone sim to my old. they say there is a network problem…

  195. Tunde said:

    Hi,
    My contract with t- mobile ends on 26 April. Called them today to terminate contract next month 26th and also requested and got a Pack code for the sim which I was told must be used latest 24th April. However I will be starting another contract on the 23rd April with carphonewharehouse but on the same network t-mobile. Is this allowed, that is, accepting the pack code even though they provided this in the first place or what will I do to retain my current number with t-mobile if this arrangement will not be possible. Please advise and I am grateful for your response.

    Transferred a phone number within T-Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Tunde,
      Thanks for the comment. It’s not necessary to have a PAC Code when changing tariff within the same network (e.g. going from T-Mobile to another T-Mobile contract). In theory, I believe you should have gone through the upgrade customer route when buying your new contract on T-Mobile. Perhaps it’s worth getting in touch with CPW and asking them whether this is still possible. If not, contact T-Mobile Customer Services and see if they’re able to do an internal transfer. Worst case scenario, you can port your number out to a different mobile network before porting it back into your new T-Mobile contract. If you need to do this, I recommend picking up a free Pay As You Go SIM card.
      Hope this helps,
      Ken

      1. Lee replied:

        Hi Ken,

        I want to transfer my wife’s Orange PAYG to an new Orange Sim Only deal (she wants to stay with Orange and keep her number).

        The easy way is to “upgrade” for £9/month bur I can get the same deal for £6.67/m online as a new customer.

        It has been suggested that transferring from Orange > Someone Else, wait a few days and then transfer Someone Else > Orange.

        Do you know how long I’d have to wait between transfers?

        Regards

        Lee

        1. Ken Lo
          Ken replied:

          Hi Lee,

          Thanks for getting in touch! The normal timeframe for a phone number transfer is listed here. In short, it can take one working day to transfer your number between networks. So if well timed, you can complete the whole process of going Orange -> Somewhere Else -> Orange again within two days. I’d also keep a careful eye on daily cut-off points (for Orange/EE it’s 5.30pm). If you provide a PAC Code after this time, it’ll take one extra working day.

          Good luck!

          Ken

  196. Mairi said:

    Hi Ken
    I have transferred my number using a PAC code from Vodafone to Tesco mobile. The number appeared to transfer successfully as I am receiving texts to my old number on my new phone, but when I send messages it is my temporary tesco mobile number that is appearing on the receiver’s phone. Will this disappear once my vodafone contract finally ends in 30 days?

    Transferred a phone number from Vodafone to Tesco Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Mairi,

      Thanks for your comment. It looks as if there’s a problem on Tesco Mobile’s side. They haven’t yet updated your Caller ID number which is why it’s showing your old temporary number. I recommend getting in touch with their Customer Services team: dial 4455 on your Tesco Mobile handset. Fingers crossed they should be able to fix the problem for you!

      Ken

  197. Jem said:

    Hi Ken, I ported my very nice number from O2 to Vodafone mid Jan. Since I have not been able to receive any calls from any other provider or landline other than vodafone and no texts except from Vodafone. It has been very difficult 8 weeks with what amounts to a zero service. I am able to text and dial out and my nice number is shown as the caller, it just dosent work the other way. I have been in almost daily contact with vodafone to get them to resolve the issue, they havent I just go from one tech to another and empty promises that it will be resolved. I can hardly believe that this is a strange and never been encountered problem in the whole of the world. I have come to end of tether and have complained to Ombudsman. Thats the background. If I should go down the route of severing my contract and requesting my PAC number is it likely I would have the same problem with another provider…. has my number/code been scrambled!

    Transferred a phone number from O2 to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Jem,

      I’m really sorry to hear your experiences about transferring a phone number from O2 to Vodafone. It’s a rare problem as most PAC Code transfers happen without any issue. Was your phone number originally issued by O2 or was it issued by another company? Your phone number will come from the block of numbers issued to your first mobile network (see the full list on OFCOM’s website). For instance: 07734 is O2, 07735 is Three, 07741 is Vodafone, etc. Then, somewhere along the line, there’ll be a database of phone numbers transferred to a different mobile network. For instance, the database might say that 07734 555 555 is now on Vodafone rather than O2. The problem with your incoming calls & text messages likely originates from that database.

      Either way, Vodafone is the responsible party which should resolve this issue. I hope the issue can be solved promptly for you, with the involvement of the ombudsman. Please do get in touch and let me know how you get on with Vodafone.

      Ken

  198. Georgie Robson said:

    Hi Ken,

    Thanks for all the information provided above. I wish I had read it before I started the transfer from 3 to giffgaff as it’s Saturday now and so my old number will not transfer until Tuesday. Should have transferred between Monday-Thursday!
    I have a couple of questions:
    – My new giffgaff SIM has now been activated and everything is working fine. Can I put my old 3 SIM back in my unlocked Nexus and use it until Tuesday?
    – If I do this will I have to go through setting up the Internet connection again do you know?

    Transferred a phone number from Three to giffgaff (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Georgie,
      Thanks for the comment! It’s no problem at all requesting your number transfer before the weekend: you’ll still have coverage on your old Three SIM card until the number transfers over. So yes, do feel free to stick the Three SIM card back into your unlocked Nexus smartphone. When doing so, it might be necessary to restore Three’s APN settings. On Tuesday, when your number transfers over, you can put the giffgaff SIM card into your Nexus device and restore giffgaff’s APN.
      Hope this helps!
      Ken

      1. Georgie Robson replied:

        Thanks Ken,
        I did swap back to my Three SIM until today and fortunately I did not have to restore the APN settings.
        I just tried to use my phone this morning and finding I was not connected any more to Three I have inserted my Giffgaff SIM and hey presto everything is working. I haven’t even got to go through all the setting up again to use the Internet.
        Modern technology is wonderful! I’m over 60 and really appreciate it – and blogs like yours too that help when I do get stuck. So thanks again for your help.
        Georgie

        1. Ken Lo
          Ken replied:

          Hi Georgie,

          Great news – thanks for updating me on the status of your phone number transfer! Glad to know everything worked smoothly :) And thanks also for the kind feedback… I’m really glad to have been able to help!

          Ken

  199. Argy said:

    Hi Ken,

    I have been living a nightmare to transfer my phone with Lebara and i would like your advice. I have requested my PAC code from Vodafone which was my old provider and received it within a few minutes. I then called Lebara and gave them the PAC code along with my number details and they informed me that around Tuesday i will be diconnected from my old network, and i should wait until the night of the same day to be connected with Lebara. The service was indeed disconnected on Tuesday, however, despite expecting to be connected a few hours later on Lebara nothing has happened. I have called them on Wednesday, experienced terrible customer service and was charged a 40 minute long call, and they aknowledged they had made a mistake and transferred my old phone number to the wrong sim card(!) and not the one i had. They promised they will resolve it asap and give me a call back at my office. I also requested to be sent an e-mail. On Thursday and after waiting another 24 hours without any feedback or e-mail regarding the status of transferring my number, i had to call the customer service of Lebara myself, again. Guess what happened: I had to go to the whole identitification process and details again, only to be told that the customer service had done nothing yet forward to my call the following day! They said there was no request on my case done to the technical department of the company yet! It is currently Friday and still i am not connected on Labara network despite their promises that in 24 hours it will be resolved. My question is this: Does it make sense that it takes them SO LONG to transfer my number, even if they have done a mistake? And do you think there is a chance i might loose my number? I have no trust to what they say now as i have seen no action and results so far so your feedback will be useful.Thanks a lot!

    Transferred a phone number from Vodafone to Lebara Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Argy,

      This sounds like a really unfortunate situation – it does sound as if Lebara Mobile has botched up your number transfer. They’ve transferred your phone number onto the wrong Lebara SIM card. You didn’t say whether the other Lebara SIM card is actually in use – but if so, it potentially means someone else can intercept your phone calls and text messages. Not only does this pose a risk to your privacy, it’s also been a huge disruption to your service. Lebara should certainly be dealing with this as a matter of priority – if not then I’d suggest escalating the issue to Lebara’s management or CEO.

      From the sounds of it, action definitely needs to be taken on the Lebara Mobile side. I don’t think there was any mistake from Vodafone’s side, as your number transferred successfully off their network to Lebara. The issue is with Lebara’s internal process: they assigned your phone number onto the wrong SIM card. There shouldn’t be a risk of losing your phone number, as long as Lebara re-assigns your phone number correctly. Providing Lebara doesn’t return your phone number to Vodafone, I don’t think there’ll be a risk of losing your phone number.

      Good luck and fingers crossed for a resolution with Lebara. Do let me know how you get on and if you have any other questions,

      Ken

      1. Argy replied:

        Thanks Ken. None of the sims has been working and after 2 further calls to the customer service and a formal complaint issued earlier, i was assured that my issue is being dealt seriously now(!). However its 20.00pm and i am still not connected, my guess is , will not be till much longer.No reply to my e-mail, no other form of feedback or update, however they promised they will update me when they have further info via e-mail. No indication of how long re-connecting my number might take. It seems that this process is for them more complicated that nuclear science! Lebara customer service is non existent, so next step is Ofcom and Ombudsman.

  200. Alan said:

    I think I may need to contact Orange customer support but just wanted to get some background in case.

    I have just switched from a T-mobile SIM only 30 day plan to an Orange pay monthly.

    I obtained the PAC from TM yesterday and gave it to Orange. I received a txt message from Orange on my OLD phone telling me that my settings had been updated and to turn my phone off and back on again this morning about 4am.

    Now, today, I can make outgoing calls and texts and the receipient gets my old number showing on their screens, however, incoming calls and messages are going to my old phone.

    The phone number that came with my Orange phone has been disconnected.

    Does this sound like the transfer is still in progress and I received the text too early? Or should I be concerned that there is a problem now?

    Any help, gratefully received.

    Transferred a phone number from T-Mobile to Orange (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Alan,

      It sounds as if your phone number transfer might still be in progress? My recommendation is to restart your phone every couple of hours – if there’s still a problem by the end of the working day then you should get in touch with Orange Customer Services (dial 150 from your Orange handset). Fingers crossed everything will work properly – do keep us updated on the status of your transfer!

      Ken

  201. Emma said:

    I work through an agent who has kindly provided my iPhone for 8 months through his shared minutes O2 contract.

    I asked him for my PAC code and his business telecoms provider gave him/me three options:

    1. Your new company or you take on a new Contract with O2 to put the number on and then I continue your existing Contract through my company account with a new number and take back your phone. Clearly this is fairly restrictive but costs you nothing other than ongoing contract charges;

    2. We terminate the contract and send you the PAC code (a cost of £263.16 + VAT). You give me the phone back

    3. You send the phone back to us and lose your number.

    My new company are on BT so surely if my agent is continuing the contract I should just be able to port my existing number? Alternatively I have an O2 SIM on PAYG which I could use to bridge the port for a couple of weeks until I start my new job on 17th Feb.

    Any advice for me please?

    Thanks

    Emma

    1. Ken Lo
      Ken replied:

      Hi Emma,
      A quirk of the PAC Code system is that the old contract will be cancelled when the number transfer takes place. For most people, this is the intended behaviour (you don’t want to continue paying for an old contract when you’ve switched to a new one). In your case, however, it can cause a bit of a dilemma. Doing a number transfer within O2 would avoid the PAC Code system and hence, this behaviour.
      I’m afraid I can’t advise on the best solution for the problem: it’ll depend on the relative costs and what your new company is able to accommodate.
      Ken

  202. janette said:

    Hi,Ken,will I be able to keep pictures after switching from Virgin to Tesco mobile?

    Transferred a phone number from Virgin Mobile to Tesco Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Janette,
      Changing your mobile network won’t affect the photos on your phone. If you’re upgrading to a new smartphone, you might need to copy your photos across. Take a look at my guides on transferring your data between Android devices. Alternatively, from iPhone to Android or from BlackBerry to Android.
      Hope this helps!
      Ken

  203. Dawn said:

    Hi Ken,
    I just wanted to ask if I transferred my 3 pay as you go SIM number to a T-Mobile SIM, would the 3 SIM still work if I used the T-Mobile SIM and vice versa?

    Transferred a phone number from Three to T-Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Dawn,
      Unfortunately your old account at Three will close after the PAC Code is used. Hence, your Three SIM card will no longer be active and you’ll lose any remaining PAYG credit. You’ll no longer be able to make or receive any phone calls. My recommendation is to grab a new SIM card from Three – it’ll work in your handset (even if locked to Three).
      Hope this helps!
      Ken

  204. Trefor said:

    Hi Ken
    I have a 30 day contract with Talkmobile which I gave notice to quit on 10th Nov ’13. I had an acknowledgement that the contract will end on 10th Dec ’13 which was fine. I asked for a PAC yesterday 1st Dec so I can xfer to Giff Gaff SIM only and they said they can only do one or the other i.e. PAC code or cancel contract and implied that the contract will have to run for a further 30 days from issuing the PAC code. Surely this can’t be right? If I use the PAC code on the 9th Dec and Giff Gaff xfer it over the next day, surely the contract will end then? If not, how can I use up another months contract allowance without a phone number?
    Thanks
    Trefor

    Transferred a phone number from Talkmobile to giffgaff (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Trefor,

      Your Talkmobile SIM is 30-day rolling contract (so you need to give 30 days notice when leaving the network). At present, your account is scheduled to close on Tuesday 10th December. If, at this point, your phone number is still on Talkmobile then you will lose your phone number forever (there’ll be no way of recovering it and having it sent overt to giffgaff). Hence, you’ll need to make sure your phone number has been transferred before the 10th December.

      In theory, you could decide to wait until the 9th to use your PAC. However, I’d recommend porting your phone number as soon as would be possible. Bear in mind, things could go wrong or the transfer could be delayed. Also, number ports won’t happen over the weekend (so there are no ports happening on Sat 7th or Sun 8th). If you contact giffgaff on Friday 6th, then your port should be completed on Monday 9th.

      Hope this helps!

      Ken

  205. Bob Randall said:

    Hi,

    my contract will soon be coming to an end and rather than upgrade I was considering just keeping my existing Blackberry for a while and switching to a sim only contract with either the the existing supplier or a new supplier. My question is will I be able to keep my existing number and, when I do eventually get a new ‘phone, how do I switch the number to the new ‘phone given that I may chose a different supplier again?

    1. Ken Lo
      Ken replied:

      Hi Bob,

      Thanks for getting in touch! There’s no problem keeping your existing phone number: simply use a PAC Code as normal following the instructions listed on this page. One thing to be aware of is you’ll need a special BlackBerry SIM Only tariff. You’ll need a BlackBerry tariff to browse the internet, to use push e-mail and to instant message via BBM. I’m assuming you have a BlackBerry 7 device rather than a BlackBerry 10 device (the Q5, Q10, Z10 & Z30 can be used with any SIM only deal).

      When you eventually buy a new handset, you can use the same SIM Only deal if you’re staying on the network (if required, ask to change the size of your SIM card. Alternatively, if you’re moving network, ask for a PAC Code and follow the normal process.

      Hope this helps!

      Ken

      1. Bob Randall replied:

        Many, many thanks Ken, that was enormously helpful!

  206. mike said:

    Hi Ken, I have been with Orange about 22 years( almost since they started) always with the same number.I had an old Nokia and my son recommended switching to a Samsung Galaxy s 4 on a monthly contract.I went with him to Brentwood in Essex and we chose Vodaphone as the best plan for me.I live out in the wilds some 30 miles from Brentwood and when I tried to use the phone discovered there was no Vodaphone network coverage, so the phone was useless.I signed the contract on Sat 19th October and by the time I had tried to use the phone it was too late to report. So it was the 21st when I rang the shop to cancel the contract.My son had already rung Vodaphone with the PAC and because I was going abroad transfer had been agreed for November 4th.I went to Spain on the 21st returning late on the 31st and took the phone back to the phone shop in Brentwood on 1st November.They were very apologetic and gave me a special deal with EE. While I was in the shop they rang Orange to cancel the transfer to Vodaphone and I arranged to go in on the 4th for them to handle the transfer to EE as things were a bit complicated.On the 4th the assistant who dealt with me had the day off and the manager was sick.I was in Brentwood overnight so went to the shop on the 5th.My PAYG was cut off and the shop Manager rang Orange to transfer to EE only to be told that they had transferred the number to Vodaphone and there was nothing that could be done by them.Vodaphone refused to give the PAC unless I honoured their original contract and paid off the full amount of 24 x £32 (£768) .I was in the shop over 2 hours and I think Vodaphone may have acted illegally.I am considering going to their compliance dept but would appreciate your thoughts .Thanks in advance,your site is very informative and I have bookmarked it and will definitely recommend it.

    Transferred a phone number from Orange to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Mike,

      Sorry to hear about your experience with Vodafone. When joining Vodafone, there should be a 7-day cooling off period. Hence, as you signed your contract on the 19th October, you should have until the 26th October to cancel your contract. There are no extra charges or early termination fees for cancelling your contract in the first seven days.

      As mentioned in your comment, you called to cancel on the 21st October. This was within the original 7-day period so there shouldn’t have been any problems. However, I believe your cancellation request wasn’t processed until after the seven day period. Your Vodafone account would still have been active on the 4th November as a number transfer took place on this date (the 4th November is 15 days after the contract was signed so would be outside of the cooling off period). As your contract was still active after seven days, this is why they’re asking you to pay off your contract.

      My recommendation is to argue things out with Vodafone. Let them know that you asked to cancel your contract within the original 7 days. Perhaps the request got lost somewhere within the shop or within Vodafone’s systems: if they made a mistake then they should cancel your contract at no additional charge. Escalating things to the CEO’s office can sometimes be effective.

      I wish you the best of luck in resolving the situation with Vodafone. In case things can’t be resolved, the worst-case scenario would be buying a Vodafone Sure Signal box. This will give you 5-bar coverage at home but there is an extra cost when you buy the box. Still, it would be much cheaper than paying the full £768 for a service you’re unable to use.

      Ken

  207. David M Warwick said:

    Changed network from O2 to 3 and kept number all done and dusted in 12 hours.

    Transferred a phone number from O2 to Three (filter to show only these comments)

  208. Becca said:

    Hi Ken,
    If you use your temporary number before attempting to switch, does that mean that you can’t switch your number over?

    I recently got a new phone and used the number provided to make calls and send texts, intending to switch my number over to my old phone number at a later date.

    I got a PAC code from Virgin (my provider for my old pay as you go number) and phoned my new provider for my new contract, TalkMobile.

    They said that ‘a PAC code can only be used at the point of sale not once you’ve started using it, so it can’t be done.’

    Is this true? I have used a PAC code in the past to transfer an old number over to a new phone about a week after I bought the new phone, so I don’t see how it can be.

    Thanks in advance for your help :)

    Transferred a phone number from Virgin Mobile to Talkmobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Becca,

      Thanks for getting in touch! I’ve just taken a look at the Talkmobile website and it seems like they have a really bizarre policy on number porting. When moving to Talkmobile PAYG, you can call up and provide your PAC code at any time. However, when moving to Talkmobile Pay Monthly, you need to provide your PAC code at the point of sale. As far as I’m aware, no other network enforces this requirement (you can normally port in your number at any time, even after using the temporary phone number). Sorry that this is not more helpful – you could perhaps discuss things with Talkmobile Customer Services and see whether they might be able to process the request for you. There is no technical limitation in the number porting system – the only limitation is from Talkmobile’s side.

      Ken

  209. daniel homer said:

    my orange pay as you go sim has been terminated is there any way of me getting it back to use as vodafone pay as you go sim number

    Transferred a phone number from Orange to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Daniel,

      Once your account has been closed, the phone number will have unfortunately been returned to the network. However, if it’s simply a case of your SIM card not working, then your account may still be open with Orange. If you contact Customer Services, they should be able to send you a replacement SIM card.

      Ken

  210. Aidan said:

    Hello, I have currently switched from a blackberry from o2 to a HTC one on vodafone, I transferred my number using a PAC code, I was told to turn my new phone off from the times between 11am and 4pm today, I turned on my new HTC one on at half past 4 and I am receiving no signal, I hope you can offer advise

    Transferred a phone number from O2 to Vodafone (filter to show only these comments)

  211. Kristian said:

    Hi there :) just a quick question to check if everything is going smoothly with my switch from an Orange SIM to a new Virgin one (changed to a new rolling contract with better coverage) – is it normal for my mobile internet, texts and calls on my new activated SIM/contract to be completely down during the “port date” (which if I understand it correctly is the 24-hour period for my PAC code to be transferred and for me to get my old number back). Hopefully this lack of service is just temporary and hopefully as soon as my new number is reset, my new contract and its features will be up and working as normal automatically?
    Thanks :)

    Transferred a phone number from Orange to Virgin Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Kristian,

      Thanks for getting in touch. When you lose coverage on the Virgin SIM, you should restart your phone. Upon doing this, the service should come back but with calls & texts to your old number now being routed to your new SIM.

      Hope this helps!

      Ken

      1. Kristian replied:

        Hey, thanks for the reply – I have tried restarting it a couple of times and still no internet or calls coverage, texts are apparently working though.Getting a bit worried as it’s all meant to be sorted and switched over by midnight at the latest, and one of my contacts replied saying my number’s back to the old one so presumably it should be done! :S

        1. Ken Lo
          Ken replied:

          Hi Kristian,

          It’s really bizarre that texts are working but calls aren’t – sorry I don’t have an explanation for this. My recommendation would be to go to Virgin Customer Services (call 0845 6000 789 from your landline). For internet I’d normally recommend looking at your APN settings. You can find the APN settings for Virgin here. That said, the fact that calls aren’t working might indicate it’s another problem.

          Sorry to not be of more assistance and I wish you the best of luck resolving the issue with Virgin. If you do find out the problem, it would be great to know so we can share this with other readers.

          Many thanks,

          Ken

  212. Lou said:

    I am switching from O2 to Orange. My new phone arrived last Thursday. I contacted O2 and was given a PAC more or less immediately. First thing Friday morning, the new phone had been activiated so I rang Orange (150) and gave them the PAC to get my old number transferred. I was told that my number should transfer between 10am and 3pm the following day….I’m still waiting, it’s now Tuesday pm and nothing has happened. I did think well maybe he hadn’t realised that the following day was saturday and these things didn’t happen on a weekend. But surely something should have happened by now! I know your advice will be ring Orange, but an hours wait on the phone, while I’m at work isn’t ideal!

    Transferred a phone number from O2 to Orange (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Lou,

      Thanks for getting in touch. You’re right in saying that phone numbers don’t transfer at the weekend, so a request submitted on Friday morning should go through on Monday (Tuesday if you miss the cut-off time). As your number still hasn’t transferred as of Tuesday evening then it seems like Orange have failed to transfer your number correctly. I’m afraid my advice would indeed be to contact Orange… though fingers crossed the wait shouldn’t be as long as an hour. Orange are the most likely people to know what’s happened: i.e. whether your request was correctly entered into the system, the status of your number port, etc.

      Ken

  213. ben said:

    Hi Ken,

    I am currently with Vodafone. I opted for a new contract today with three. However the contract begins on the 10th September. My Vodafone contract terminates on the 15 September.

    If I am to request a PAC code, can I give it to three AFTER the 15 September, or will it no longer be valid since my Vodafone contract will be finished after that date.

    Basically what I’m asking is: is it necessary to give three the PAC code BEFORE the 15 September or can I give it to them after the 15th (providing the PAC code is within the 30 day expiration period)

    Many thanks in advance

    Transferred a phone number from Vodafone to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Ben,

      Thanks for getting in touch about your move from Vodafone to Three. If you’ve already told Vodafone to terminate your contract on the 15th September then I would definitely move your number over as soon as you possibly can (i.e. call on the 10th and give them your PAC).

      If it’s simply a case of your 24-month term ending on the 15th September then don’t worry about it. Your contract at Vodafone won’t end automatically: it’ll continue just as before. You can move your phone number over at leisure. When you do this, Vodafone will send you a pro-rated bill for the final month (i.e. for the part of the month where you’re using Vodafone).

      Hope this helps,

      Ken

      1. ben replied:

        Many thanks for the speedy reply and valued advice!

        I will recommend your site to friends!

        All the best,
        Ben

  214. Alex said:

    Hi Ken!

    My number has just got transferred from one operator to another (it happened today) and I can now receive calls and texts onto my old number using the new SIM. But the phone still reports the new SIM’s original number and it is the number that iPhone is now using for the iMessage service.

    Could you explain why is this happening? I had my other number transferred between operators in the past and I did not have this issue then. What could have gone wrong?

    Thank you.

    1. Ken Lo
      Ken replied:

      Hi Alex,

      Thanks for getting in touch! This problem occurs when you register iMessage on your new SIM card before the number transfer has taken place. When the number transfer finally happens, iMessage doesn’t realise this as you’re still using the same SIM card as before. To resolve the problem, disable and then re-enable the iMessage service. You can do this via Settings > Messages. Upon re-enabling iMessage, your phone should detect that the number has changed.

      Hope this helps!

      Ken

      1. Alex replied:

        Thanks a lot Ken! You were right :-)

  215. Dave said:

    Hi I have received a PAC code from Tesco Mobile, but Vodafone says that it’s invalid. I’ve talked to each company several times. Tesco say they can’t generate a new PAC code until this one expires. I’ve triple-checked the number and the code, but now I’m at an impasse.

    What can I do?

    Transferred a phone number from Tesco Mobile to Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Dave,

      I’m sorry to hear your problems about transferring a phone number. I’m not really sure what the solution is to this. As you mention, you can double-check the PAC Code making sure it’s in the right format (nine-digits long, in the format ABC 123 123). Also make sure that characters haven’t been mis-read (e.g. a 1 for an I or a 0 for an O). Aside from that, there’s no reason why your PAC code shouldn’t work. In order to generate the PAC, Tesco should have registered it on a central database that all of the mobile operators use. I’d ask them to double-check that this has been completed. In my view, the problem is more likely to have originated on Tesco’s side as they would be responsible for putting your request in the central database, etc. As long as the PAC was correctly given to Vodafone, there’s unlikely to be any problems on that side.

      Ken

  216. Wendy said:

    I bought a new phone and my current provider is O2 and wanted to change my number to EE so phoned O2 got the PAC code phoned EE this was on a Saturday afternoon who told me the phone transfer would take place Tuesday so Tuesday came and nothing had changed over, I phoned them Wednesday midday and the customer service put me through to a technition who said he would do the transfer manually and to turn both phones off and within 3 to 4 hours everything would be working correctly, well it wasn’t. I phoned them back 5 hours later and customer services told me that it had taken place and I was phoning from my old O2 number (I as using my new phone) this seemed strange as my old O2 phone was still working. I can phone out on my new phone with my O2 number and text but when people phone me it connects to my old phone ,and text, both phones are using the same number, after many hours of frustrating phone calls to EE nothing had changed, please help

    Transferred a phone number from O2 to EE (filter to show only these comments)

  217. amy said:

    I took out new contract and wished to keep my old number. I got PAC code from vodafone and the shop assistant phoned 3g to tell them number, it has now been over 24 hrs and still no number transfer. any suggestions please

    Transferred a phone number from Vodafone to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Amy,

      Thanks for your comment. Providing the PAC code was provided to Three before a certain cut-off point, the number transfer should have taken place on the next working day. It’s possible that the cut-off point was missed: your number transfer might take place tomorrow instead. If it doesn’t, I’d give Three a call on 333 and double-check the status of your number transfer.

      Ken

  218. Jim said:

    Good morning Ken, Great article btw extremely helpful. I am in the process of migrating 4 of our business phones from o2 to EE via carphone warehouse. I was contacted by Carphone warehouse this morning telling me our main number (the bosses num for 20+ years) is not supported by EE as it is an “0777” number, and we need to change it? I then contacted EE direct and they seem to think all they need is a PAC code and any number is fine, my question is have you heard of this problem before? and what one of these companies is likely to be telling me porkies?

    Jim

    Transferred a phone number from O2 to EE (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Jim,

      Thanks for getting in touch. As far as I’m aware, there is no reason why EE couldn’t support a number beginning with 0777. If you take a look at this link (it’s the OFCOM database for mobile numbering), you’ll see that numbers beginning with 0777 are just normal mobile numbers like any other. Indeed, Orange (now part of EE) was even assigned the 07772, 07773 and 07779 number ranges for their own customers. Given this, I believe I believe it’s highly unlikely that EE would have any problems using an 0777 phone number.

      Ken

  219. Dean said:

    I have 3 phones on a Three Business contract and would like to transfer them to standard contracts via a local three store. Is this possible using PAC codes?

    Or do I have to move to another provider as, the unhelpful Three Business Team informed me, it is Impossible to directly transfer to their retail business. Which seems ridiculous as they were very happy to do the reverse not four years ago!

    I wish to do this to take advantage of the One Plan at £35 which is not available to Business users. I have also decided that I am fed up with doing all this on the phone and wish to speak to someone in person. I know that’s a bit old fashioned but hey that’s my choice.

    The store have contradicted the advice and info given by the Business and say its simple just get the PAC codes! But who is right? Please help

    Transferred a phone number within Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Dean,

      I’m not sure about Three’s internal processes and whether they have a system set up for moving from Business to Consumer. I think Three’s Customer Services are the most likely to know but this is probably a fairly rare request so you may need to talk to people’s managers, etc. You could also try @ThreeUKSupport on Twitter – they’re exceptionally helpful in my experience. Failing that, porting out to another provider and porting back in will do the job (albeit with a lot of extra hassle). You could grab a free Pay As You Go SIM from another network for this purpose.

      Ken

  220. Miss said:

    Thank you for this article. I’ve already ported my number once before last year and have done so again today but I wasn’t sure whether I was supposed to keep using the old sim card. But reading the post has made it clear that I should continue using the old sim card until I lose the signal. Thanks! 😀

  221. James Williams said:

    Hi Ken

    I’ve got myself a new 30-day rolling contract from 3, and have my PAC code from T-Mobile for my old 30-day rolling contract.

    I’m just wondering when the best time to commence the transfer with 3 and use the PAC? My billing date with T-Mobile is the 18th, and I am just unsure when would be the best time to use my PAC, bearing in mind it has 30 days before expiration.

    I only want to make sure that my cancellation won’t be too costly.

    Transferred a phone number from T-Mobile to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi James,

      Thanks for the comment! I think the best thing to do would be to use your PAC Code as soon as possible. At present, you’re paying for both contracts at the same time. Once the PAC code has been used, you’ll only need to pay for the SIM Only deal on Three. For the number transfer, you should ideally choose a time period when you’re unlikely to receive important calls/texts.

      Hope this helps,

      Ken

  222. Paul Pearson said:

    Hi Ken,

    I used my PAC code yesterday to transfer my number from O2 to Orange. It is now just over 24 hours later. When I call from my new phone, the number shows up as the transferred number as expected. However when I call to the trasferred number from another phone, the call still goes to my old phone with my old O2 sim. Is this normal? Will it be resolved if I wait a few more hours?

    Thanks.

    Transferred a phone number from O2 to Orange (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Paul,

      I believe this problem may occur temporarily – your old network (O2) still needs to release the number to Orange. On the Orange side, they’ve changed the “Caller ID” number to the number you’re transferring from O2. If this problem isn’t resolved after a few hours, I’d recommend getting in touch with O2. Let me know how it goes!

      Ken

  223. Mike said:

    What you don,t say is that you must call during business hours. I have just wasted 15 minutes waiting to be put through, only to find this out at 21:00.

    1. Ken Lo
      Ken replied:

      Hi Mike,

      Thanks a lot – you make a really good point about calling during business hours. I’ll make sure this is mentioned the next time the article is updated.

      Ken

  224. Bill said:

    Hi Ken,

    I want to terminate my Vodafone monthly contract(approx. 9 months left to run) and switch to 3 network because they can offer me a good deal on iphone 4s.Is this as simple as it sounds?I know I will have to pay the outstanding monthly rental for the contract.Will they allow me to terminate this contract and also provide me with my PAC number?

    Transferred a phone number from Vodafone to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Bill,

      There’s no problem with cancelling your Vodafone contract early, though as you said you’ll need to pay the early termination fee. As you’re a Vodafone customer, this would be approximately 81.7% of your remaining monthly payments. If you’re currently on a £30/month contract, the termination fee would be approximately £220. Take a look at my guide to early termination fees, otherwise once you’ve cancelled you can use a PAC Code as discussed on this page.

      Hope this helps,

      Ken

  225. Jonathan Coombe said:

    Hi Ken,

    I recently opted to switch from a T-Mobile PAYG to a T-Mobile Monthly contract mobile. I wanted the new (free) phone, but to retain my existing PAYG number. Whilst making the switch online, there didn’t appear to be any option for this so I just took it as read that it would be transferred. When the new phone arrived, it included a new SIM card and I was dismayed to discover that the new contract had been drawn up for the new number. Thus, I now have a PAYG phone with the number I DO want, and a £30 per month contract for a number I DON’T want !

    I imagined it would be a relatively simple matter to put this right but upon ringing T-Mobile (not easy to speak to anyone after navigating your way through their phone menu system !) I was further dismayed when they told me the way round this was for me to temporarily switch to another network and then move back to T-Mobile again. Even if I do this and transfer my existing number back to T-Mobile, I still don’t understand how they will then associate my existing number to the new contract. That is to say, if they can do it after I migrate and then return, why can’t they do it now ?
    If, after I return, they draw up a new contract, how can I be sure they will cancel the existing one ? Again, I don’t understand how they can do it after a migration, but not now. Will you please clarify this for me as I’m awfully confused !

    Many thanks.

    Transferred a phone number within T-Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Jonathan,

      Thanks for your comment. It’s a shame that T-Mobile can’t move your number from Pay As You Go directly to Contract – I don’t understand this policy at all. One of my friends had the same experience on Orange (now part of EE & in the same company as T-Mobile). He persevered and eventually Customer Services were able to do it. If T-Mobile aren’t able to do this for you, then porting out to another network and back to T-Mobile will certainly work. The easiest way to do this is to grab a free SIM card from another network (e.g. O2) then follow the instructions as above.

      When you take out a new contract, it’s normal practice to be assigned a new phone number. When you use the PAC Code, your temporary phone number is removed and your existing phone number is associated with that new contract. You certainly won’t need another new contract and your existing contract won’t need to be cancelled. The reason why temporary phone numbers are assigned is because many people receive their phones by post, etc. Due to the possibility of shipping delays, it’s unacceptable for the old phone number to be associated with the new contract/SIM immediately. Hence customers are asked to use their PAC Code only once they’ve received their new device/SIM. Only once the PAC Code is used will your phone number be transferred.

      Hope this helps,

      Ken

  226. Alex said:

    Hi Ken, thanks for the comprehensive guide. But I still have one little question. Why is that I have to call my network operator to obtain this PAC number? Why isn’t it an automatic process where I come to a different operator’s branch, get a new SIM, and they transfer my number from my previous network. Are there operators in the UK who would provide such customer experience? I know there are in Europe. Thank you.

    1. Ken Lo
      Ken replied:

      Hi Alex,

      Thanks a lot for your comment. The UK is fairly unique in having a donor-led PAC Code system (you need to call your existing network before you can switch). As you said, most other countries have a recipient-led system where your new operator can arrange everything for you. Whilst OFCOM (the UK’s telecoms regulator) has considered moving to the recipient-led system, I think the current system has been kept for several reasons (e.g. unscrupulous companies/operators can’t transfer customers over without their permission). I’m not really sure which system is “best” but I feel the “PAC Code” system works fairly well. Perhaps someone with experience of the system in Europe would have a different opinion?

      There’s more info on the donor-led vs recipient-led systems on the OFCOM website.

      Cheers,

      Ken

      1. Alex replied:

        Thanks Ken, it makes a bit more sense now.

  227. Steve said:

    There is nothing on this site that tells me how I can easily get a PAC and transfer my mobile number from my British Telecommunications (BT) mobile phone contract. This is a very large company. Why is it not covered on this site?

  228. krt said:

    Thanks for the information. The Orange/EE website gave the wrong phone number for for pay-as-you-go PAC codes. The number you have listed is the correct one. How's that for having better customer Service than Orange.

  229. phil james said:

    my contract with orange ends in 5 days, i have asked for my pac code but have been told they need 30 days notice so i will have to stay for another month is this right

    1. Ken Lo
      Ken replied:

      Hi Phil,

      You shouldn't need to give them notice of 30 days – Ofcom's most recent legislation means that PAC Codes must be issued immediately on the phone, or within 2 hours via SMS.

      Ken

  230. tbug said:

    hello, I have just switched network, to 3, I have successfully used my pac code, but have since found the signal for 3 in my area is very bad. I am withing my 7 day cooling off period, and have arranged with the broker I used to return the phone, with no problem. does the fact I have moved my number to 3 already,change my cancellation rights in any way, on the 3 network??

  231. Pierina said:

    Hi I have a dilemma

    I have cancelled my 02 contract and have my PAC code. However I don't want to use it yet and want to wait another couple of months for a newer phone.

    I know my PAC only lasts for 30 days but can I still request another one in a 3-4 months time for the same number?

    1. Ken Lo
      Ken replied:

      Hi Pierina,

      You can request a PAC code but your contract will need to be still active to do so. If you've switched to Pay As You Go, this would also be fine. If you've lost your line completely, the phone number may have been returned to the phone network. In this case, you won't be able to get a PAC Code.

      Ken

  232. Natty Lee said:

    Hi Ken, my husband is getting an iPhone on a contract with orange and wants to port his number, and as his contract with tesco has another 9 months to run I'm going to use his phone and want to port my virgin number, I am not tied into a contract, my question is which number do we transfer first to avoid problems?

    Transferred a phone number from Virgin Mobile to Tesco Mobile (filter to show only these comments)

  233. Alex said:

    Very helpful article and tool. I greatly appreciate you writing and making it :)

  234. Sean Neylon said:

    I've had tons of trouble with Orange so have gone for an Orange contract through Phones4u instead of direct – but now orange are not allowing me to keep my number when my contract ends. Is there anything I can do?

  235. Web site said:

    When I originally commented I clicked the “Notify me when new comments are added”

    checkbox and now each time a comment is added I get several e-mails with the same

    comment. Is there any way you can remove me from that service?

    Bless you!

    1. Ken Lo
      Ken replied:

      Hi Ian,

      Thank you for the e-mail – I hope you will accept my apologies for the unwanted e-mail notifications/spam – this is not my intention! All comment notifications are sent by our partner, IntenseDebate. The best way to remove yourself from the service is to click on the "Unsubscribe" link at the bottom of the notification e-mail (unfortunately, they won't let me do this for you!). Let me know if you have any problems with this.

      So that you don't receive too many e-mails in the future, my recommendation is only to subscribe to replies to your comment.

      Sorry again!

      Ken

  236. Liuda said:

    I have two accounts with three network. My one is due to end next month and another one is until the end of this year. I want to cancel the first account and transfer my existing number (which I had for 7 years) to another account however I have just been told that I can’t transfer numbers within the same network. Why is that? I have been loyal customer, brought more customers to three and still stayin with them. Why can I not keep the number with Theee however different account? Please advise

    Transferred a phone number within Three (filter to show only these comments)

  237. J Frank said:

    I have two contract one with o2 and other with three, I would like to swap the number. Is this possible or do i need to stop the contract. I want both the contracts rolling.
    one (three) contracts started in dec 2012 and other (o2) ends in Dec 2013, Please help.
    Many thanks in Advance

    Transferred a phone number from O2 to Three (filter to show only these comments)

  238. Bessie said:

    I wan to transfer my current number which is with T Mobile to a new T Mobile sim only contract, which I have already received the Sim card. I contacted the customers service department to ask to transfer my number over, so i can close the other contract and was told they cannot give it to me, unless I joined another network for 24 hours eg, Orange, then cancelled with them and got them to give me a PAC code.
    Is this actually legal??? and can someone tell me if they have had problems like this. I am so frustrated and feel like leaving all together, but i have signed up for a new Sim only contract for 1 year, and would default on it.

    Transferred a phone number within T-Mobile (filter to show only these comments)

  239. jearuiz01 said:

    Actually, this morning when I tried to request a pac code from orange after the number ported across yesterday they told me I would have to stay with them as a customer for at least 7 – 10 days.

  240. Kartik said:

    I have a sim-only contract with T-Mobile. When I called them to ask for the PAC number, they said I need to "send-in the sim card" before they will issue me with a PAC? I thought they were legally required to send me the PAC number if I asked for it? (I want to change to another carrier's sim-only contract). Thanks

    1. Ken Lo
      Ken replied:

      Hi Kartik,

      There should be no need to send back your SIM Card before receiving a PAC Code – simply give T-Mobile a call and you can dispose of the SIM yourself after your number has been transferred over.

      Ken

  241. Joan said:

    I was with orange I have now left orange and have now got a new phone on 24 month contract with dialphone but the net work is still with orange I have been told by Orange that I can't transfer my old mobile number over is this correct ?
    J

    Transferred a phone number within Orange (filter to show only these comments)

  242. Suzie said:

    I had a pack code from O2.. Purchased a new phone from Orange //phoned to give them the Pac code. it has been a week of constant phonecalls saying within 24 -48 hours it willbe sorted. I have no service apparently my temporary number has not been activated. SO a weel later and still no joy. How long should it take is it better to forget the pac code and ask for a new sim and start again

    Transferred a phone number from O2 to Orange (filter to show only these comments)

  243. Calista said:

    Hi Ken
    I want to change from Orange to Virgin Mobile as they have much better deals and I believe despite being a loyal customer Orange have let me down on more than one occasions. I called today to ask for the PAC code and they said that as soon as they issue one my SIM card is disabled (that is customer service from Orange for you). I am utterly disgusted with their approach and crap plans so would like to know what are my consumer rights in the UK as Orange will terminate the SIM only service as soon as I am issued with the PAC code rather than when Virgin Media take over.
    Cheers
    Calista

    Transferred a phone number from Orange to Virgin Mobile (filter to show only these comments)

  244. B SINGH said:

    hello sir
    im so happy as u help online. actully recently me and my fiance got 2 deffrent phone contracts for 24months. but we want swap our numbers with eachother.. i called to 3 but they said they can't do because both are on 3. must be one from another network provider. i thought i get another pay as u go sim card,then convert my number on that then on another sim card. plz u tell me SIR what will be nice idea,i got loadz experince..i really glad of yor help sir….
    your thankfully
    B SINGH

    Transferred a phone number within Three (filter to show only these comments)

  245. Andrea said:

    Hi,

    I'm on a 30-day rolling contract with Orange and I would like to switch to Pay as You Go with Three. Is it possible? The point is I have to give a notice of 30 days. What shall I do?

    Thank you,

    Andrea

    Transferred a phone number from Orange to Three (filter to show only these comments)

  246. Rich K said:

    Can I port my number to another network without ending my contract? Is it possile to be issued a new number for m existing contract with Orange?

  247. BJP said:

    I'm a business owner and a new employee wants to keep his number so we want to transfer his number to an O2 business contract sim. He wants to put his existing sim in his wife's phone as her contract is ending and then we'll put a business sim in his phone, but obviously they both want to keep their numbers. O2 are telling me that's not possible as when they issue the business sim it will have a permanent number, so by definition we won't be able to port his number to the new sim. This doesn't make business sense at all as this employee has been using his own phone in the meantime so customers already know his number.

  248. Nathan said:

    What if you don't order your phone direct from three, for example, using buymobilephones.net?
    Will Three still assign me with a temporary phone number?

    1. Ken Lo
      Ken replied:

      Hi Nathan,

      Yep – it'll be exactly the same if you purchase a Three handset through another retailer such as the Carphone Warehouse, Phones4u, etc.

      Hope this helps,

      Ken

  249. Sattam said:

    Hi,
    If I change from one provider to another (voda>> O2), why is it that the remaining credit (PAYG) will not be transferred over the network?
    Regards,
    Sattam

    Transferred a phone number from Vodafone to O2 (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Sattam,

      The reason for this is simply because Vodafone and O2 are different companies: since you've paid your money to Vodafone so there is no reason why O2 should honour that airtime credit. Unfortunately there isn't a mechanism whereby airtime credit can be transferred between companies: instead you'll have to use it up before switching network.

      Ken

  250. Dan said:

    Hi there

    I'm trying to change or swap my old 1month rolling contract number with 3 to my new iphone 5 contract on 3 but they are saying they don't do internal number changes,
    is this the truth or are they using it as an excuse to keep paying them to keep my old number alive which they say i'll lose if i cancel my old contract
    ive never had problems porting numbers before but you'd think an internal swap or transfer would be simple stuff to them

    cheers

    Transferred a phone number within Three (filter to show only these comments)

    1. Ciaran replied:

      If you were told this by the three store then no suprise there as the stores are a franchise and are only interested in contract sales try calling customer services. Ive recently left 3 (Long story, short version ive recieved poor customer service) and got my PAC code from them and transfered my number noproblems to Virgin.
      Unfortunately because you already have a new account you cant use the threat of leaving to help get what you want.

  251. Paul said:

    Hi Ken.

    If I pay the charge for Vodafone to change my number, will they then give me the pac code for the number I'm changing from?

    I'm doing this as I wanted to change my network to 3, but I cant afford to just buy out my Vodafone contract as there is something like 7 months left on it.

    Thanks.

    Transferred a phone number from Vodafone to Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Pete,

      As far as I'm aware, there isn't really any alternative to buying out your Vodafone contract (though you might be able to ask them to switch your existing contract onto a different number and then to release this number to Three). There shouldn't be any charge for the PAC Code itself. Apologies – I guess this probably isn't the answer you were looking for.

      Ken

  252. Miranda said:

    Thanks to this website i was able to persevere and will hopefully get my PAC code in 2 hours time…so here’s hoping! Didn’t know it was illegal for companies to withhold a PAC, 1st time I called 3 I was told I can’t have it until I bought a new contract with whatever company!!!

  253. James Crawford said:

    i have Pay monthly sim with three, & Wife bought me a new phone for my birthday HTC One X on contract with 3, phone arrives but it doesnt open to insert old sim . I phone to tell them i want to keep my old number & im told. I cant …. then i can, if i take my old number to another network, then take it back to 3 (Ludicrous & yes 3 did tell me that)…. then they can do it after all, but it will take 30 days, as i will have to give 30 days notice to contract pay monthly sim. After much rage, i go for the 30 day notice version, even though that involves walking around like a drug dealer, with my 2 phones for a month…….Guess what happened after 30 days, yes correct F#@K all. Still have the 2 phones , 2 bills & 2 Fkn angry with 3, any one know how to sort this as apparently i cant cancel new phone. Just want to keep my old number for business, with the features of the latest android technology……shouldnt be that difficult you would think.

    Transferred a phone number within Three (filter to show only these comments)

  254. Mark Allinson said:

    Fantastic! Thank you very much x

  255. Kimberley said:

    If I top up the phone that I’m moving to will I lose the credit??? I’m moving from tesco to orange

    Transferred a phone number from Tesco Mobile to Orange (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Kimberley,

      You will lose the credit on your Tesco SIM when you transfer your phone number over to Orange. For this reason, I recommend using it up before moving!

      Hope this helps,

      Ken

      1. Kimberley replied:

        Would I lose the credit on my orange phone??

        1. Ken Lo
          Ken replied:

          Hi Kimberley,

          As far as I know, you shouldn't lose the credit on your Orange account. However, it might be worth checking with Orange Customer Services just to be sure!

          Ken

  256. kev said:

    I have an orange contract which expires at the end of august. Work will buy me a new phone with a new contract and possibly a new provider in september but there will be a short period between ending one contract and starting another. I want to keep my number, what is the best way to do this?

  257. kirsty said:

    Hey Vodafone have canncled my contract without me knowing so I want to change to O2burnt phone says sim not provisionalised? Can I still get a PAC code from Vodafone

    Transferred a phone number from Vodafone to O2 (filter to show only these comments)

  258. Devan said:

    Hi.
    I’m hoping you may know the answer to my dillema. I feel stranded.
    I was/am on three mobile, I checked their website to make sure I could make calls abroad ( I’m in Argentina for 6months) website said I could so brought my sim along with me here. I got here and no signal at all.emailed three and they confirmed they have no agrement in place here even though website says different.lucky I had a spare Lebara sim with me which does work.got my PAC code for Three gave it to Lebara a couple of days ago. Two questions really; 1 does my Three mobile need to be in a phone for the transfer to take place? 2 Is it going to cause a problem the fact that I am out of the Uk whilst the transfer is taking place. Personally I don’t think either is going to cause any issues but I’m no expert. Thanks

    Transferred a phone number from Three to Lebara Mobile (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Devan,

      Thanks for the comment! Unfortunately I don't know the answer to your precise question – but when a PAC Code is issued, it is usually recommended that you turn off/reboot your phone. For this reason, I suspect it should make no difference whether you are in the UK or abroad when your number is transferred.

      Hope this helps,

      Ken

  259. Jamilla said:

    I was with orange network for number of years at least 6 years, last year i decided to move to 3 network as they have a good offer then, Orange has given me my PAC not by request but beacause i was cancelling my contract as i was at the end of it. Orange has sent me my PAC through the post but I decided to have a new number so i did not use my PAC but I was clear that I was cancelling my contract then they even sent me a letter acknowledging that i was leaving and all, but beacause I dont monitor my account, I only realise after a year that they are still charging me. I have spoken to them yet they said they could not do anything about it but to only cancel that contract…..HELP is ther a way to have my money back?

    Transferred a phone number from Orange to Three (filter to show only these comments)

  260. Alex said:

    Hi,
    I am transferring from o2 pay as you go to 3pay monthly, I have had my pac code and given this to 3. I was told the transfer would be done on Tuesday, so I checked my old phone and there was no signal, later my partner called my old number to check that it had been transferred and someone else answered my number! The number has been transferred to another 3 sim! I have then called 3 and asked them for my transfer straight away, but they have told me that they have to get more information for o2 and I have to wait another 72 hours! Am I within my rights to speak to their supervisor and get this done today??? Any help would be much appreciated :)

    Transferred a phone number from O2 to Three (filter to show only these comments)

  261. John said:

    Hi, I've made a pretty amateur mistake with my phones.
    My old one on 3 has a standard size sim in it, and my new one with t mobile has a micro sim.
    Without even checking this I actives my PAC code from 3 and my number has now been changed over.
    So what can I now do?

    Transferred a phone number from Three to T-Mobile (filter to show only these comments)

  262. Nikkii said:

    Hi
    Not sure if it's been asked previously! I have taken out a new contract with vodafone and have an existing contract with them also! I would like to take my old number with me but vodafone will not do that! Can I port the number to a payg sim on another network and then port it back to Vodafone? I really don't want to lose the number! Please help?

    Transferred a phone number within Vodafone (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Nikkii,

      This should be possible – yep! However if you speak to Vodafone Customer Services and ask them to escalate the issue, I would have thought they could do this for you more easily?

      Ken

  263. Ant said:

    It seems the advice for Three to Three transfers is wrong.

    I was told you CANT transfer a number between Three SIMs and I should put my old SIM in my new phone. When I told them I couldn't (new phone takes microSIMs only), I was told I'd have to pay £5 for them to send me a new SIM with the old number and would loose all the credit on my new phone …… lol

    Guess I'll transfer the old number to another network and back again … or maybe just keep it there

    Transferred a phone number within Three (filter to show only these comments)

  264. john said:

    Hi, i have been three customer for 8 years and have recently taken a separate offer online offer online via online. I wanted to cancel my existing 30 day rolling contract with three and transfer my old number to the new contract. However three have told me its not possible numbers via three-to-three ie cross network, only network-to-network and have instead tried to enticed me to keep my existing line. I am pretty sure its possible but i am rather confused now. Can someone please help me, thanks.

    Transferred a phone number within Three (filter to show only these comments)

    1. john replied:

      * sorry i ment, its not possible to transfer numbers from contract to contract on the same network only from a different network.

  265. Frances said:

    Hi
    Can i use my new mobile and number then change over to my old number using my PAK code week or so later so I can use my credit i still have on my phone or do I need to phone them up now to sort out before new phone gets used

    thanks

    1. Ken Lo
      Ken replied:

      Hi Frances,

      You should be able to use up the credit first before using the PAC Code if you like – there is no need to do it straight away!

      Hope this helps,

      Ken

  266. Eniko said:

    Hello there this was really helpful. Thank You. If im switching from pay as you go to pay monthly how long does it take? And shall i use my old or new number during the process?

    1. Ken Lo
      Ken replied:

      Hi Eniko,

      The process of moving numbers between mobile networks takes 24 hours, regardless of whether it's between two Pay Monthly accounts of if you're going from PAYG to Pay Monthly. During those 24 hours, you can continue to use your old number on your current PAYG network or alternatively you could use the temporarily assigned number on the Pay Monthly network.

      Hope this helps!

      Ken

  267. James levitt said:

    y have orange took 3 months to send a PAC code and r charging £20.42 for it. And wen requested again from a phone call from a orange store they r taking 24 hours to send it and in the mean time the £20.50 I put on the phone to cover the cost of the PAC coda £2 of it has gon for no apparent reason

  268. abl said:

    i gave 30 day notice to cancel my orange account, and asked for a PAC code to transfer to O2. About 28 days on I gave O2 the pac code, bu they missed the deadline for some unknown reason. Orange say that because I didn't use the pac code before it expired, then i have to give another thirty days on my account. Is this right? I went over this very carefully with orange at the time, and wanted to be sure that my account would be cancelled. Can they ignore my notice like this?

    Transferred a phone number from Orange to O2 (filter to show only these comments)

  269. micheal said:

    i have a business contract with vodafone that has been up and running for a month now but i am slightly concerned that the people who had my o2 payg number are still using it is there any way i can get the calls diverted from that number to my contract as i dont keep all the one off business numbers on my phone as there are just to many numbers?!

    Transferred a phone number from O2 to Vodafone (filter to show only these comments)

  270. Ken Lo
    Ken said:

    Hi there,

    My recommendation would be to speak to your network and ask them if they can instigate a number swap on the account. I think this would be your best bet!

    Ken

  271. JohnnyT said:

    I have a new unused unlocked phone and a PAYG phone with Vodaphone which I will cease to use when my unlocked phone is up and running. What do I need to do to transfer my number from Vodaphone to my new unlocked phone and then use a variety of SIMs on my new unlocked phone. Do I have to tell the SIM "owner" that I use on the unlocked phone the PAC number that I request from Vodaphone. Is this a "sensible" use of an unlocked phone in order to take advantage of differing tarriffs?

    1. Ken Lo
      Ken replied:

      Hi Johnny,

      There is no need to tell them which phone you plan to use – you just need to request the PAC Code from Vodafone and ensure you provide it to the network that provides your new service. You can then use their SIM card within any phone :)

      Hope this helps,

      Ken

  272. tombren said:

    Hi ken,

    I don't know if you can help,but I want to stop my daughter having a contract phone that still has 15 months to run.What I am trying to do is Port my payg number to her contract,which three will allow.Then I want to port her number to a payg sim which they say cant be done.She wants to keep her number at all costs,but I don't want her to stay on contract.Any advice would be welcome.

  273. Thom said:

    Hey Ken,

    I have just got a new contract with Three.

    My previous contract is a Rolling month contract of which I plan to cancel, can I Change it to a PAYG (So I can keep the number) and then have it put onto my new contract?

    I’ve been told that if I cancel the contract my number will be lost, as such I need to downgrade it to PAYG then swap it to my new one.

    Last question; do you know if it’s free to call Three on a Three mobile?

    Many thanks,

    Thom.

    Transferred a phone number within Three (filter to show only these comments)

    1. Ken Lo
      Ken replied:

      Hi Thom,

      Sure – actually I think you could just ask Three to transfer your number from your rolling contract onto your new contract! This would skip the step of moving to PAYG. With regards to Three-to-Three calls, no these are not generally free. Some tariffs such as 'The One Plan' give you an allowance of Three-to-Three minutes however: with 'The One Plan' you get 5,000 Three-to-Three minutes per month.

      Hope this helps!

      Ken

  274. Gags said:

    I have already obtained my PAC number from Orange and my contract ends on 1st of May, can I switch into different network now or I have to wait until my contract end date?

    Thanks

    1. Ken Lo
      Ken replied:

      Hi Gags,

      You can use your PAC Code straight away – though be warned you'll still have to continue paying your current Orange contract until the 1st of May.

      Hope this helps,

      Ken

  275. Charlie gunner said:

    Hi I’ve done the PAC code transfer from vodafone to orange but now my old phones receiving texts from orange because my numbers been swapped but my new phone is the old number and I can only ring from it and the old one receives the texts and can’t ring out. What do I do ?

    Transferred a phone number from Vodafone to Orange (filter to show only these comments)

  276. @adymock07 said:

    I have three phones:
    out of contract iphone 3g with O2
    in contract iphone 4 with Orange
    business blackberry with Vodafone
    I want to cancel O2 and port number to Orange whilst porting Orange number to Vodafone and getting rid of vodafone number but keeping account. I also wish to switch actual phones across as well. Orange would like to charge me for cancelling the contract even though I do not want to cancel the contract with them. any ideas on how I can do this?

  277. wiible said:

    Hi

    I have a contract with orange and have had it for years as a personal number. I have just left my job and been given a PAC code for my work number which is on O2 and I prefer this number. Can I transfer this number to my current orange contract and replace my old orange number with it, or will orange tell me to take a new contract out?

    Transferred a phone number from O2 to Orange (filter to show only these comments)

  278. Wayne said:

    Great site !

    I have just been given a business mobile phone (on O2) and would like to port my current Vodafone number. I would like to keep my current vodafone contract and get a new number for the vodafone contract that my wife would then use. Vodafone are saying that if I port my number they have to terminate my contract and I have to pay a termination fee. Seems mad that they can't port my number and keep the contract maintained with a new number. Vodafone seemed to struggle to understand what I was even asking for. Any suggestions?

    Transferred a phone number from Vodafone to O2 (filter to show only these comments)