On the 1st July 2019 Ofcom introduced changes to make it quicker and easier for customers to leave their mobile phone provider.
One of the biggest hurdles customers face when changing network is having to speak with their current provider, and facing unwanted attempts to persuade them to stay. Ofcom's changes, which came into effect on the 1st July 2019, gives customers control over contact with their existing provider. The new rules make it quicker and easier for customers to leave their mobile provider.
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Request your PAC or STAC code from your current provider which you'll need to give to us. PAC codes are for when you want to keep your current number. STAC codes are for those who want a new number.
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Your current provider will send you your PAC or STAC code, along with information about any early termination charges, outstanding mobile phone costs, or pay-as-you-go credit balances
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Once you've got your PAC code, you can transfer your number using My Account. Alternatively, call us from your new SIM on 2732 (from the UK) or 0808 006 2732 from any other phone (free of charge).
If you submit the transfer request before 5.00pm Monday to Friday, your number will be transferred the next working day. Please note that we don’t transfer numbers at the weekend or on bank holidays. This transfer will happen between 05:00 and midnight and on the day of transfer you will lose signal on your old SIM card. You may experience intermittent service on your new SIM card for a few hours after your number transfers over. This can include a period of time where you can receive calls and texts but cannot make calls, send texts or use data. This is normal and is usually resolved within a few hours, but can take up to 24 hours.
4
Keep turning your phone off and on if you do experience any service problems that last longer than a few hours after you insert your new SIM card.
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Request your PAC or STAC code from us which you'll need to give to your new provider. Request your code via text, phone or through our contact form.
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We'll provide you with your PAC or STAC code, along with information about any early termination charges, outstanding mobile phone costs, or pay-as-you-go credit balances.
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Send your PAC or STAC code to your new provider. They must arrange your switch within one working day after receiving your request.
A 'porting authorisation code' (or PAC code), allows you to take your old mobile number with you when you change networks.
A PAC code is valid for 30 days, if you decide not to use your PAC code, your account will stay open and you'll still be charged for services.
To receive further information about any early termination charges, outstanding mobile phone costs, or pay-as-you-go credit balances without requesting a PAC code, text 'INFO' to 85075.
A 'service termination authorisation code' (or STAC code), allows you to disconnect your old mobile number when you take out a new number when you change networks.
A STAC code is valid for 30 days, if you decide not to use your STAC code, your account will stay open and you'll still be charged for services.
To receive further information about any early termination charges, outstanding mobile phone costs, or pay-as-you-go credit balances without requesting a STAC code, text 'INFO' to 85075.
It's simple to transfer your old number to Asda mobile. You just need to get in touch with your previous network provider and ask for your PAC code. Providing the number is still active, they will be able to generate it.
Once you've got your PAC code call us from your new SIM on 2732 (From the UK) or 0808 006 2732 from any other phone (free of charge), remember to keep the temporary number that comes with your new SIM to hand. You may wish to use this until your old number moves over to Asda mobile.
You'll need a PAC code from us to switch your mobile number to another network. There are a number of ways to request your PAC code.
Pass this PAC code on to your new network provider and they'll do the rest.
You'll need a STAC code from us to disconnect your mobile number when you take out a new number when you change networks. There are a number of ways to request your STAC code.
Pass this STAC code on to your new network provider and they'll do the rest.
Complaints process
If you are unhappy with any part of our service, we want to put it right for you. We take complaints seriously and commit to reviewing customer issues and to resolve and learn from these to improve our service for everyone. Raise your complaint with the Asda mobile team by calling 2732 (From the UK) from your Asda mobile or 0808 006 2732 from any phone (free of charge), or by emailing using our contact form.
If you need help to raise your complaint, you can arrange for a friend or family member to do this for you, we'll just need to speak with you first of all to get your permission.
For full details of our complaints code of practice click here .
To view our complaints process click here .
Asda Stores Limited (registered address: Great Wilson Street, Leeds, LS11 5AD) trading as Asda Money, acts as a credit broker not a lender, and is authorised and regulated by the Financial Conduct Authority. Asda Stores Limited only offers finance from a restricted range of finance providers. Finance provided by PayPal Credit. Terms and conditions apply. Credit subject to status, UK residents only. ASDA Stores Limited acts as a broker and offers finance from a restricted range of finance providers. PayPal Credit is a trading name of PayPal (Europe) S.à r.l. et Cie, S.C.A. 22-24 Boulevard Royal L-2449 Luxembourg.