How do I keep my number?

1. You’ll need the PAC from your previous mobile network provider. You can get this by:

• Texting the word PAC from your old SIM to 65075.
  
• Go to your existing provider’s website and follow the links to Switching
  
• Calling your existing provider

2. Sign in to your online account, or register if you’ve not done so already, and click on ‘Switching’.

3. Click on 'Use PAC' and enter your PAC details.

4. Once you’ve submitted your PAC request, the switch process will start. Check the table above for how long it should take.

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 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:

• Sign in to your online account and select Switching to make your request
  
• Text ‘PAC’ and your date of birth (in DDMMYYY format) to 65075 For example: PAC 01031984
  
• Call 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.

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:

• Sign in to your online account and select Switching to make your request
  
• Text ‘STAC’ and your date of birth (in DDMMYYYY format) to 75075 For example: STAC 01031984
  
• Call 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.

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).

• You can also ask for your current switching information without requesting a code in a few ways:
• Sign in to your online account and select Switching to make your request
  
• Text ‘INFO’ and your date of birth (in DD/MM/YYYY format) to 85075 For example: INFO 01/03/1984
  
• Call 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.

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.