Monday 01 July 2019 8:57 am

Mobile users can now switch providers with a single text

Ofcom said the rules will make it quicker and easier for people to switch provider

Mobile customers can now switch network providers with one free text message under new rules that came into force today.

Previously, mobile users had to call their current provider to request a porting authorisation code (PAC) before they could switch to a new network.

But this process often proved an obstacle to switching, according to Ofcom, as mobile firms mounted unwanted attempts to persuade customers to stay.

The regulator said the new measures will make it quicker and easier for people to leave their mobile company, by giving them control over how much contact they have with their existing provider.

How it works

If a customer wants to switch and keep their existing phone number, they must text ‘PAC’ to 65075 to begin the process.
The provider will respond by text within a minute.
The customer will be sent a switching code, which is valid for 30 days. The reply must also include information about any early termination charges or pay-as-you-go credit balances.
The customer then gives the code to their new provider, which must arrange for the switch to be completed within one working day.
Customers who do not want to keep their mobile number when they switch can text ‘STAC’ to 75075 to request a service termination authorisation code. The rest of the process is the same as above.

The new regulations also ban mobile providers from charging for notice periods running after the switch date.

Ofcom said this will prevent customers from paying their old and new providers at the same time, and could save UK mobile users £10m each year.

“Breaking up with your mobile provider has never been easier thanks to Ofcom’s new rules,” said Ofcom consumer group director Lindsey Fussell.

“You won’t need to have that awkward chat with your current provider to take advantage of the great deals available.”

Ernest Doku, mobiles expert at uSwitch, said the new rules were a “step in the right direction”, but did not go far enough.

“In the energy and financial services sectors, the switching process is handled entirely by the new provider, but phone users will still have to do the legwork themselves, even if it is now easier,” he said.