End it with a text: easy mobile switching from Monday

End it with a text: easy mobile switching from Monday Add to Your Pages

28 June 2019

Mobile users can leave current network with a simple text message from 1 July

Ban on notice-period charges will save customers millions

Mobile customers can leave their network by sending a simple, free text message, under new Ofcom rules from Monday (1 July).

At the moment, people wanting to switch mobile operator and keep their phone number usually have to call their current provider to request a porting authorisation code' (PAC). But many find themselves frustrated by unwanted attempts to persuade them to stay.

New Ofcom research reveals that nearly a third (31%) of mobile switchers find it difficult to cancel their previous service. This is the biggest obstacle to switching people face.[1]

Of the people who consider switching but then choose not to, 45% decide switching would be too time consuming; and 39% are put off by the hassle of needing to contact more than one provider.

Our new text-to-switch' process makes it quicker and easier for people to leave their mobile company, by giving customers control over how much contact they have with their existing provider. This is how it works:

Text PAC to 65075 and keep your mobile numberIf a customer wants to switch and keep their existing phone number, they just text PAC' to 65075 to begin the process.

Their existing provider will respond by text within a minute. They will be sent their switching code (PAC), which will be valid for 30 days.[2] The provider's reply must also include important information about any early termination charges or pay-as-you-go credit balances.

The customer then gives the code to their new provider, and this company must arrange for the switch to complete within one working day.

The new process is designed to be quick and easy, so customers could request their code while looking for a new deal for example, while on the phone to a new provider, or in store.

Text STAC' to 75075 and get a new mobile numberWhile most people want to keep their mobile number when they switch, around one in six do not. These customers can text STAC' to 75075 to request a service termination authorisation code'. The rest of the process is the same as above. This takes away the hassle of having to talk to your current provider if you simply want to leave them.

Text INFO' to 85075 and find out moreIf someone is not sure whether they are still in contract', and would have to pay any early termination charges, they can simply text INFO' to 85075 to find this out without requesting a switching code.

Notice-period charges bannedThe second biggest hurdle switchers face (after cancelling their previous service) is trying to avoid paying their old and new mobile companies at the same time with three in ten customers finding this difficult.

So, from Monday, Ofcom has banned mobile providers from charging for notice periods running after the switch date. This will save UK mobile customers a combined £10m each year.

Customers need to give their new provider the PAC or STAC number, so their old and new mobile companies can make sure there is no double payment.

Lindsey Fussell, Ofcom's Consumer Group Director, said: Breaking up with your mobile provider has never been easier thanks to Ofcom's new rules. You won't need to have that awkward chat with your current provider to take advantage of the great deals available.

Making it easier to shop aroundToday's measures are part of Ofcom's wider programme to ensure Fairness for Customers. This includes:

requiring companies to inform customers when their initial contract is up, and explain their best available deal;

clear, honest information for broadband shoppers before they commit to a contract about what speeds they will get;

a major information campaign, Boost Your Broadband, to help people get faster broadband and save money; and

shining a light on which major telecoms and pay TV providers are best and worst for customer service.

NOTES TO EDITORS1. Source: Ofcom's Switching Experience Tracker data.

2. People can also request their switching code online. Business customers will get this code within two working days. Customers who have more than one number linked to their account for example those with family mobile packages will need to request their PAC online.

3. Under the new rules, mobile providers must publish and promote clear guidance to help customers follow the process.

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