HELP & ADVICE

SWITCHING FAQ

What is a PAC code?

A Porting Authorisation Code allows you to take your old mobile number when you change your mobile service.

 

What is a STAC code?

A Service Termination Authorisation Code allows you to change your mobile service and terminate your existing service automatically when you activate your new mobile number.

 

What is Switching Information?

Switching Information provides information relating to the total charges which may be payable when you choose to switch their mobile service. Where the request is for more than one mobile number then the charges payable will be aggregated across all the mobile numbers in the request. Switching Information is accurate as of the date of your request.

 

How long is a PAC code valid?

A PAC code is valid for 30 days from the day it is issued

 

How long is a STAC code valid?

A STAC code is valid for 30 days from the day it is issued

 

How many mobile numbers can be requested against a single switching request – PAC or STAC or Switching Information?

 

 

    - A single PAC code can be issued for up to 24 mobile numbers

    - A single STAC code can be issued for up to 24 mobile numbers

    - A single request for Switching Information can be made for up to 24 mobile numbers

 

If you have more than 24 mobile numbers, then you can submit your request via our online form and via our Customer Care.  You will receive a single PAC or STAC code for each block (or part thereof) of 24 mobile numbers in the request.

 

How do I submit a PAC request for more than one mobile number?

You can submit the PAC request against multiple mobile numbers on your account via our online form or by calling our Customer Care on 0800 052 0800, Option 4.

 

How do I submit a STAC request for more than one mobile number?

You can submit the STAC request against multiple mobile numbers on your account via our online form or by calling our Customer Care on 0800 052 0800, Option 4.

 

How do I submit a request for Switching Information for more than one mobile number?

You can submit the request for Switching Information against multiple mobile numbers on your account via our online form or by calling our Customer Care service on 0800 052 0800, Option 4.  

 

How do I swap between a PAC and a STAC code or vice versa?

You can swap your switching code between a PAC and a STAC code, or vice versa, by:

 

•    Via SMS: By sending an SMS request to the appropriate short code if you have only one mobile subscription in your account

 

•  Via our Customer Care: By calling our customer care service at 0800 052 0800, Option 4, if your request is either for a single number or multiple numbers.

 

•    Via our online form: By submitting a new request via our online form.

You will be able to swap your switching code type [PAC or STAC] any time before the code expires, provided you have not already triggered the switch process.

 

How do I modify the switch date?

If you made your switch request at the point of sale, it will not be possible to modify your switch date because the process starts immediately after your order is placed

 

If you made the switch request after point of sale, then you can modify your switch date by calling our Customer Care service on 0800 052 0800, Option 4.

 

How do I cancel an existing PAC or STAC code?

Your PAC or STAC code will automatically expire after 30 days and you do not have to do anything. However, if you still wish to cancel your existing PAC or STAC code, you can place a cancellation request by calling our Customer Care service on 0800 052 0800, Option 4.

 

You can cancel your switching request for PAC or STAC code any time up to 18:00 the day before the switch is due to take place.

 

We will immediately cancel your PAC or STAC code if it has not been used i.e. if your switch process is not yet triggered.

 

If you have already submitted your PAC or STAC code to another service provider, then you will need to contact them and request a switch cancellation.

 

How do I cancel a switch request?

If you made your switch request at the point of sale, it will not be possible to cancel because the process starts immediately after your order is placed.

 

Once the order has been processed and the switch is completed, if you then decide to cancel within 14 days, please call our Customer Care service 0800 052 0800, Option 4.

 

If you made your switch request after completing your sale via our Customer Care or through our website, then you can cancel your switch request by calling our Customer Care service 0800 052 0800, Option 4.

 

Please be aware that cancelling a switch-in request does not cancel your Virgin Media Business mobile service or any order. You can cancel your switch any time up to 18:00 the day before the switch is due to take place.

 

How do I claim compensation for any switching delays?

If you unfortunately experience any delays in your switch process, you may be able to claim compensation in accordance with the Compensation Policy.

 

This will be paid in one of the following methods:

 

·        as a service credit, if you have active subscription(s) in your account

·        as credit to your final bill, if your subscription account is no longer active. Any outstanding credit will be paid directly to your account, or, alternatively a cheque will be posted to you.

 

To make a claim, you can call our Customer Care service 0800 052 0800, Option 4. We are available between 08:00 - 18:00, Monday to Friday with the exception of Bank Holidays and public holidays.

 

 

You might also be interested in:

 
 
 
 

STILL NEED HELP?

Talk to someone at Virgin Media Business, report faults or view our online support services.

Customer care

Faults

Text us on 07480 639 012