Switching networks just got easy

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. The easiest way to get your code is via text: Text PAC to 65075 or text STAC to 75075.

You can also call your provider, send them an email, or write to them, but this varies depending on the network.

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 mobile phone costs, or pay-as-you-go credit balances

3

Give us your PAC or STAC code

Once you've got your PAC code, you can transfer your number using My Account. Simply log in to your account and navigate to “My profile”. You will be able to request a PAC or STAC code from the section “Transferring your number”.

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

Turn your phone off and on again

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.

If you switch to another provider, you have the right to receive a refund of any remaining credit in relation to prepaid services, please contact the Asda mobile team on 0808 006 2732.

1

Request your PAC or STAC code from us

You can request your PAC or STAC code from us, which you'll need to give to your new provider. You can do this in the following ways:

Via SMS:Text PAC to 65075 or text STAC to 75075. You will receive an SMS containing your requested code immediately. You will also have the option to request the information to be sent as an email or as a letter.

Via My Account:Log in to My Account and navigate to “My profile”. You will be able to request a PAC or STAC code from the section “Transferring your number”. Your requested code will be displayed immediately. We will also send you an SMS with the information.

Via customer service:Call us on 0808 006 2732. After requesting your PAC or STAC code, our customer service staff will read it out to you. You can ask to have this information posted to you (including large print and Braille).

2

Receive your PAC or STAC code

We'll provide you with your PAC or STAC code immediately, along with information about any early termination charges, outstanding mobile phone 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 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.

  • 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 mobile phone 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 (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.

  • 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 mobile phone 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 the UK) from your Asda mobile or 0808 006 2732 from any other phone (free of charge).
  • Via your online account.

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 mobile phone 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 the UK) from your Asda mobile or 0808 006 2732 from any other phone (free of charge).
  • Via your online account.

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 .

If there’s been a delay to your switch upon joining Asda mobile, you may be entitled to compensation. Please contact the Asda mobile team on the number above to submit a claim.

Asda Stores Limited (registered address: Great Wilson Street, Leeds, LS11 5AD) trading as Asda mobile, 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.