Switching networks just got easy

From the 1st July 2019 Ofcom have introduced changes to make it quicker and easier for customers to leave their mobile phone provider.

What's changed?

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 come into effect on the 1st July 2019, will give customers control over contact with their existing provider. The new rules will make it quicker and easier for customers to leave their mobile provider.

1

Request your PAC or STAC code from your current provider

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.

2

Receive your PAC or STAC code

Your current provider will send you your PAC or STAC code, along with information about any early termination charges, outstanding handset costs, or pay-as-you-go credit balances

3

Give us your PAC or STAC code

Once you've got your PAC code call us from your new SIM on 2732 or 0800 079 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.

1

Request your PAC or STAC code from us

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.

2

Receive your PAC or STAC code

We'll provide you with your PAC or STAC code, along with information about any early termination charges, outstanding handset costs, or pay-as-you-go credit balances.

3

Give your new provider your PAC or STAC code

Send your PAC or STAC code to your new provider. They must arrange your switch within one working day after receiving your request.

Frequently asked questions

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 handset 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 handset 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.

  • The simplest and easiest way to request your PAC code is to text 'PAC' to 65075 (free of charge) and you will receive your PAC code along with important information about any early termination charges, outstanding handset costs, or pay-as-you-go credit balances.
  • Alternatively you can log into your online account (if you have one) or call your previous mobile provider and ask for it. As long as the number is still active then they will be able to generate your PAC code. Once you've got it, it's valid for 30 days.
  • If your number is no longer active then your previous provider may allow you to reconnect for a short period of time in order to provide you with your PAC code but this would be at their discretion.

Once you've got your PAC code call us from your new SIM on 2732 or 0800 079 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.

  • The simplest and easiest way to request your PAC code is to text 'PAC' to 65075 (free of charge) and you will receive your PAC code along with important information about any early termination charges, outstanding handset costs, or pay-as-you-go credit balances. You will receive your PAC code within 60 seconds of us receiving your request.
  • Call us on 2732 from your Asda Mobile or 0800 079 2732 from any other phone (free of charge).
  • Via your online account (We're working hard to deliver an online account platform which allows you to manage your Asda Mobile account. We expect to launch this service in Q3 2019).

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.

  • The simplest and easiest way to request your STAC code is to text 'STAC' to 75075 (free of charge) and you will receive your STAC code along with important information about any early termination charges, outstanding handset costs, or pay-as-you-go credit balances. You will receive your STAC code within 60 seconds of us receiving your request.
  • Call us on 2732 from your Asda Mobile or 0800 079 2732 from any other phone (free of charge).
  • Via your online account (We're working hard to deliver an online account platform which allows you to manage your Asda Mobile account. We expect to launch this service in Q3 2019).

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 your Asda Mobile or 0800 079 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.