Whether it’s your home phone number or your mobile number, we’ve got ways to make sure you keep your digits. Check out the options below to find out how it’s done.
Please be aware
If we recently sent you a new Virgin Mobile SIM card you must insert it into your phone before you request your PAC/STAC code. If you text to request your PAC/STAC code using your old SIM card your request will fail.
Switching to Virgin Mobile has never been so easy, so follow these simple steps or check out our helpful video on Switching to Virgin Mobile.
Step 1
Grab a Porting Authorisation Code (PAC) from your current provider by either:
Step 2
When you buy your new Virgin Mobile phone contract or SIM from us, we’ll ask you if you want to switch then, and that’s when you can give us your PAC.
Step 3
Once you get your new SIM, the switch process starts as soon as you put it in your mobile. See the list below on how long it should take.
Day you make the switch*^ vs. Day your switch completes
Monday (Before 6pm) | Takes place Tuesday |
Tuesday (Before 6pm) | Takes place Wednesday |
Wednesday (Before 6pm) | Takes place Thursday |
Thursday (Before 6pm) | Takes place Friday |
Friday (Before 6pm) | Takes place Monday |
Saturday (Anytime) | Takes place Tuesday |
Sunday (Anytime) | Takes place Tuesday |
*If you pop in your SIM after 6pm, this will add an extra day on to the processing.
^If you start the switch on a bank holiday, this will also add an extra day on to the processing.
Step 4
Remember that until the switch goes through, your current provider’s service will still be active, which means you can still be charged. And don’t forget, you can always provide us with a switching PAC later and choose a switching date that suits you.
Remember that until the switch goes through, your old provider’s service may still be active, which means you can still be charged.
If you don’t want to bring your number with you, you’ll need a Service Termination Authorisation Code (STAC).
When you provide us with your STAC, your old airtime plan will be cancelled as soon as the switch completes.
Just bear in mind that if you use a STAC, you won’t be able to recover your old number later.
You can get a STAC in a few ways:
When you buy your new Virgin Mobile phone contract or SIM from us, let us know the STAC and we’ll sort the rest.
If you want to leave us, we’ll be sorry to see you go. But we’ve made things as easy as possible – and given you a few options so you can decide what’s right for you.
If you want to take your number with you, you’ll need a Porting Authorisation Code (PAC).
When you use a PAC your old airtime plan will be cancelled as soon as the switch completes.
If you ever receive a PAC unexpectedly without requesting one, contact us immediately. Never ignore an unrequested PAC code, we will never send one without being instructed.
You can request a PAC from us up to 30 days after you’ve terminated your contract with us by calling us on 0345 6000 789 **
** For call costs to our team from a Virgin Media home phone, visit our Call costs page. Calls from other networks and mobiles may vary.
If you don’t want to take your number with you, you’ll need a Service Termination Authorisation Code (STAC).
When you use a STAC, your old airtime plan will be cancelled as soon as the switch completes.
Just bear in mind that if you use a STAC, you won’t be able to recover your old number later.
You can get a PAC in a few ways:
** For call costs to our team from a Virgin Media home phone, visit our Call costs page. Calls from other networks and mobiles may vary.
If you have multiple numbers on your account, you can only request a PAC by calling us or through your online account. You can switch multiple numbers at the same time.
You can get a STAC in a few ways:
** For call costs to our team from a Virgin Media home phone, visit our Call costs page. Calls from other networks and mobiles may vary.
If you have multiple numbers on your account, you can only request a STAC by calling us or through your online account. You can switch multiple numbers at the same time.
When you ask us for a PAC or STAC, we’ll send you a text message that contains your code, along with a few extra bits of information. You’ll see confirmation of any Early Disconnection Fee and outstanding handset loans (which you’ll carry on paying as usual or alternatively you can pay off your loan in full).
** For call costs to our team from a Virgin Media home phone, visit our Call costs page. Calls from other networks and mobiles may vary.
If you have multiple numbers on your account, you can only request a PAC by calling us or through your online account. You can switch multiple numbers at the same time.
Switching information will only be accurate on the day it’s sent.
We’re committed to ensuring you experience the smoothest possible switching journey from the moment you request your PAC/STAC code or Switching Information, until the successful completion of your switch. If something goes wrong, for example, if we provide you with incorrect Switching Information, you may be able to make a claim for compensation and/or receive a refund of any additional charges you’ve incurred.
If we can’t switch you on the day that we’ve told you we would, you’ll be entitled to compensation. You don’t need to do anything and we’ll contact you within 30 days of the completion of the switch to notify you of the compensation.
If something went wrong and we haven’t been in touch, you may be able to claim compensation by calling us on 789 from your Virgin Mobile or 0345 6000 789 ** from any other phone.
** For call costs to our team from a Virgin Media home phone, visit our Call costs page. Calls from other networks and mobiles may vary.
Please Note: When you cancel your account, your mobile number will terminate and you will not be able to get this mobile number back. If you want to keep your mobile number, please follow the PAC process.
When you order our home phone services, we ask you if you want to keep your number. Once we’ve confirmed we can move it, the next part depends on how your services are being installed.
QuickStart
Once you’ve set up and activated your services, we’ll begin the process of switching over your number, which could take up to 10 days.
Technician install
On the day of your install our technicians will get your phone services set up, making sure that your number has also switched over.
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