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Can I cancel my contract before it has ended?

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. You can get a PAC in one of two ways:

  • Sign in to your online account and select Switching to make your request
  • Text ‘PAC’ and your date of birth (in DD/MM/YYYY format) to 65075 For example: PAC 01/03/1984

If you don’t want to take your number with you, you’ll need a Service Termination Authorisation Code, or STAC. You can get a STAC in one of two ways:

  • Sign in to your online account and select Switching to make your request
  • Text ‘STAC’ and your date of birth (in DD/MM/YYYY format) to 75075 For example:  STAC 01/03/1984

Whether you use a PAC or 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. For more information on requesting your PAC or STAC click here
 

Cancelling without changing provider

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. For more information on requesting your PAC click here
 

Early Disconnection Fees

When you took out your plan, you'll have been told how long your minimum term is. You can check how long you have left in Your Account.

If you want to end your plan before your minimum term's finished, you might have to pay an Early Disconnection Fee for leaving early.

The Early Disconnection Fee is based on how many months left on the contract so each month reduces the total you need to pay, plus any call charges, on the final bills.

For details on how we work out the Early Disconnection Fee, choose which Pay Monthly plan you have:

Right to cancel without an Early Disconnection Fee

Sometimes you may have the right to cancel without paying an Early Disconnection Fee. We’ll always tell you if this is the case.
 

Freestyle handset payments

When you have a Freestyle plan, your airtime plan and your handset payments are provided under separate contracts.

When you leave us, we’ll end your airtime plan payments at the end of your 30 day notice period.

Your handset payments will continue to the end of your loan agreement, or you can arrange to pay the full balance of your handset loan when you give us notice to leave.
 

Pay As You Go

If you’ve got a Pay As You Go airtime plan, you need to let us know you want to leave by requesting either a PAC or STAC. For more information on the PAC or STAC process click here

Otherwise you can simply stop using your SIM and we’ll disconnect the number after 365 days.
 

Credit balances

If you’ve got a credit balance on your Pay As You Go plan, we won’t refund this if you stop using your number or you ask us for a PAC or STAC. So, make sure you’ve used any credit balance before you leave us.

*Please note standard charges apply, please check with your network operator for rates
 

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