How do I keep my number?
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.
Joining Virgin Mobile and want to keep your number
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:
- Texting PAC and your date of birth (DD/MM/YYYY) from your old SIM to 65075. For example, PAC 20051989
- Go to your existing provider’s website and follow the links to Switching
- Call your existing provider
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 start the switch*^ vs. Day your switch completes
- Monday - Tuesday
- Tuesday - Wednesday
- Wednesday - Thursday
- Thursday - Friday
- Friday - Monday
- Saturday/Sunday - 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.
- You’ll need the PAC from your previous mobile network provider. You can get this by:
- Texting PAC and your date of birth (DDMMYYY) from your old SIM to 65075. For example, PAC 20051989
- Go to your existing provider’s website and follow the links to Switching
- Call your existing provider
- Sign in to your Virgin Mobile Your Account, or register if you’ve not done so already, and click on ‘Switching’.
- Click on 'Use PAC' and enter your PAC details.
- 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.
Joining Virgin Mobile and want a new number
If you don’t want to bring your number with you, you’ll need a Service Termination Authorisation Code, or STAC.
When you provide us with your STAC, your old airtime plan will be cancelled as soon as the switch completes. That means you won’t need to serve a notice period or pay double the bills.
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:
- Text STAC and your date of birth (in DDMMYYYY format) from your old SIM to 75075. For example: STAC 01031984
- Go to your existing provider’s website and follow the links to Switching
- Call your existing provider
When you buy your new Virgin Mobile phone contract or SIM from us, let us know the STAC and we’ll sort the rest.
I’m leaving Virgin Mobile
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, usually called a PAC.
When you use a PAC your old airtime plan will be cancelled as soon as the switch completes. That means you won’t need to serve a notice period or pay double the bills.
Please be mindful, 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.
If you don’t want to take your number with you, you’ll need a Service Termination Authorisation Code, or STAC.
When you use a STAC, your old airtime plan will be cancelled as soon as the switch completes. That means you won’t need to serve a notice period or pay double the bills.
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
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 mobile 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.
Mobile switching FAQs
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 cancellation fee, outstanding handset loans (which you’ll carry on paying as usual. Alternatively, pay off your loan in full.). Just remember to use any credit you have left as you will lose it when the switch is complete.
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 mobile 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.
Hopefully everything goes smoothly, but if we can’t switch you over on the day we’ve told you, you may be entitled to compensation if it’s delayed beyond one working day.
If your switch is delayed beyond one working day, please contact us.
To be entitled to compensation, there are some criteria you’ll need to meet:
- You’ll have to tell us within 30 days once you’ve switched successfully
- You’ll have to be switching to Virgin Media from another provider
- You’re not at fault for the delay in the switch
- Your current provider hasn’t unduly delayed the switch
If these criteria are met, we’ll:
- Pay you as a one-off credit
- Aim to pay successful claims within two working days
The compensation will depend on the type of plan you’re on:
- Pay monthly? You’ll get a credit on your next bill. We’ll work out the amount by taking your monthly airtime plan cost, dividing it by the number of days in a month then multiplying by the number of days the switch is delayed. (Minimum credit is £3.)
For more information on compensation click here
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
Keeping your landline number
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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