HELP & ADVICE

LEAVING VIRGIN MEDIA BUSINESS MOBILE

Switching Process Overview:

Depending on whether or not you wish to keep your existing mobile telephone number, there are two switching codes available:

 

1.    If you want a service cancellation code and want to keep your mobile number, then you can request a ‘porting authorisation code’ (PAC).

 

2.    If you want a service cancellation code and do not want to take your mobile number with you, then you can request a ‘service termination authorisation code’ (STAC).

 

To find out information about your outstanding balance, you can request Switching Information.

 

You can place the request for a PAC or a STAC code, or for Switching Information by using the following channels:

 

By SMS    

    65075: For PAC Request    

    75075: For STAC Request    

    85075: For Switching Information Request

 

By our online form

By Customer Care

 

Once your request is processed you will receive the unique code, along with its expiry date, and other important information such as, any cancellation charges, outstanding handset costs, or any other outstanding charges in your account.

 

The unique switching code will be valid for 30 days.

 

From the 1st of July 2019, if your minimum period has expired and you do not want us to continue providing the service each month, switching to another provider using a PAC code or a STAC code will switch your service, and, you will receive a final bill from us outlining any outstanding charges. There will be no additional charges after the date from which your switch was completed. 

 

If you are cancelling your service whilst you are within an existing minimum term, a cancellation charge may apply.

 

How do I retain my mobile number when I leave VMB?

If you leave Virgin Media Business and request to retain a mobile number, you can submit a PAC code request through one of these channels:

 

1.    Via Text: Send an SMS to 65075 from your VMB mobile in the following format PAC  FAcode e.g PAC FA123456 (The FA code refers to your Financial Account Number and is available in your mobile bill for reference.)

 

We’ll send you your PAC code via SMS, along with details of when it expires and any outstanding balance within two working days.

 

2.    Via our Website: Submit your request online for a PAC code by clicking here

 

Along with your company details, please have your account number ready, which is available in your mobile bill.We’ll send you your PAC to the email address that you provide to us as outlined the online switch-out form, and, we’ll text it to you along with full details of when it expires and any outstanding balance within two working days.

 

3.    Via our Customer Care: Just call us on 0800 052 0800, Option 4 and speak to one of our operators and request a PAC code. We’re available between 08:00 - 18:00, Monday to Friday with the exception of Bank Holidays and public holidays. We’ll give you your PAC code over the telephone, and, we’ll also text and email it to you along with full details of when it expires and any outstanding balance.

 

Good to know:

•    There are no charges associated with obtaining your PAC code. However, if you place the request via SMS while roaming then standard roaming charges will apply

 

•    Your PAC code is only valid for 30 days. If you have not used your PAC code, and it expires, you can request a new one.  

 

•    If your minimum period has expired and you do not want us to continue providing the service each month, switching to another provider using PAC or STAC will switch your service and you will receive a final bill for any outstanding charges. There will be no additional charges after the date your switch was completed.

 

•    Please don’t cancel your Direct Debit for at least 3 months so that we can refund any applicable credit back to your account

 

•    If you don’t use your PAC code, your account will stay open and you’ll still be charged for using our services

 

•    If you decide not to use your PAC code but still want to cancel your contract with us, then please call us on 0800 052 0800, Option 4 and speak to one of our operators.

If you are leaving Virgin Media Business and request to retain more than one mobile number, you can submit a PAC code request through one of these channels:

 

1.    Via our Website: Submit your request online for a PAC code by clicking here

 

Along with your company details, please have your account number ready, which is available in your mobile bill.

 

If you place a request:

 

•    for 1-24 mobile numbers: you will receive a single PAC code for the mobile numbers outlined in your request together with the aggregated outstanding balance

 

•    for more than 24 mobile numbers: you will receive a single PAC code for each block (or part thereof ) of 24 mobile numbers in your request together  with the aggregated outstanding balance for each block or part thereof.   

 

We’ll send you your PAC codes, together with the mobile numbers associated with the PAC code, to the email address which you provide us with through the online Switch-out form. We’ll also text you just the PAC codes along with full details of when they will expire and any outstanding balance within two working days.

 

2.    Via our Customer Care: Just call us on 0800 052 0800, Option 4 and speak to one of our operators and request a PAC code.

 

We’re available between 08:00-18:00, Monday to Friday with the exception of Bank Holidays and public holidays.If your request is for:

 

•    1-24 mobile numbers: you will receive a single PAC code for the mobile numbers outlined in the request along with the aggregated outstanding balance

 

•    more than 24 mobile numbers: you will receive a single PAC code for each block (or part thereof) of 24 mobile numbers in your request along with the aggregated outstanding balance for each block or part thereof.

 

We’ll provide your PAC codes together with the mobile numbers associated with the PAC over the phone.

 

We’ll also email this information to the address that you provide us with. We’ll text you just the PAC codes along with full details of when they will expire and any outstanding balance.

 

Good to know:

•    If you have more than one mobile subscription in your account, then you will not be able to submit a PAC code request via text.

 

•    There are no charges associated with obtaining your PAC code. However, if you place the request via SMS while in roaming then standard roaming charges will apply.

 

•    Your PAC is only valid for 30 days. If you did not use your previous PAC code and it has expired you can request a new PAC code. A unique PAC code can apply to up to 24 mobile numbers

 

•    If your minimum period has expired and you do not want us to continue providing the service each month, switching to another provider using PAC will switch your service and you will receive a final bill for any outstanding charges. There will be no additional charges after the date your switch was completed.

 

•    Please do not cancel your direct debit for at least 3 months so that we can refund any applicable credit back to your account

 

•    if you don’t use your PAC code, then your account will stay open and you’ll still be charged for using our services

 

•    If you decide not to use your PAC code, but still want to cancel your contract with us, please call our Customer Care team at 0800 052 0800, Option 4 and speak to one of our operators.

How do I leave VMB without retaining my number?

If you want to leave VMB but do not want to keep your number, you can submit a STAC code request through one of these channels:

 

1.    Via Text: Send an SMS to 75075 from your VMB mobile in the following format STAC  FAcode e.g STAC FA123456 (The FA code refers to Financial Account Number and is available in your mobile bill for reference.)

 

We’ll send you your STAC code via SMS along with full details of when it will expire and any outstanding balance within two working days.

 

2.    Via our Website: Submit your request online for a STAC code by clicking here

 

Along with your company details, please have ready your account number which is available in your mobile bill.

 

We’ll send you your STAC code to the email address that you provide to us on the online switch-out form. And, we’ll text it to you along with full details of when it will expire and any outstanding balance within two working days.

 

3.    Via our Customer Care: Just call us on 0800 052 0800, Option 4 and request for STAC code.

 

We are available between 08:00 -18:00, Monday to Friday with the exception of Bank Holidays and public holidays

 

We’ll give you your STAC code over the telephone, and, we’ll also text and email it to you along with full details of when it will expire and any outstanding balance.

 

Good to know:

•    There are no charges associated with obtaining your STAC code. However, if you place the request via SMS while roaming then standard roaming charges will apply.

 

•    Your STAC code is only valid for 30 days. If you did not use your previous STAC code and it has expired, then you can request a new STAC code.

 

•    If your minimum period has expired and you do not want us to continue providing the service each month, switching to another provider using STAC will switch your service and you will receive a final bill for any outstanding charges. There will be no additional charges after the date your switch was completed.

 

•    Please do not cancel your direct debit for at least 3 months so that we can refund any applicable credit back to your account

 

•    If you don’t use your STAC code, your account will stay open and you’ll still be charged for using our services

 

•    If you decide not to use your STAC code, but still want to cancel your contract, please call us on 0800 052 0800, Option 4 and speak to one of our operators.  

If you want to leave VMB and have more than one number in your request and do not want to retain any of them, you can submit a STAC code request through one of these channels:

 

1.    Via our Website : Submit your request online for a STAC  by clicking here

 

Along with your company details, please have your account number ready, which is available in your mobile bill.If you place a request:

 

•    for 1-24 mobile numbers: you will receive a single STAC code for the mobile numbers in your request along with the aggregated outstanding balance

 

•    for more than 24 mobile numbers: you will receive a single STAC for each block (or part thereof) of 24 mobile numbers in your request along with the aggregated outstanding balance for each block or part thereof.

 

We’ll send you your STAC codes together with the mobile numbers associated with the STAC code to the email address you provide us with on the online switch-out form.

 

We also will text you just the STAC codes, along with full details of when they will expire and any outstanding balance within two working days.

 

2.    Via our Customer Care: Just call us on 0800 052 0800, Option 4 and speak to one of our operators and request a STAC code.

 

We are available between 08:00-18:00 Monday to Friday with the exception of Bank Holidays and public holidays.

 

If your request is for:

 

•    1-24 mobile numbers: you will receive a single STAC code for the mobile numbers in the request along with the aggregated outstanding balance

 

•    more than 24 mobile numbers: you will receive a single STAC code for each block (or part thereof), of 24 mobile numbers in the request along with the aggregated outstanding balance for each block or part thereof.

 

We’ll provide your STAC codes together with the mobile numbers associated with the STAC code over the telephone.

 

We’ll also email this information to the address that you provide us with. We also will text you just the STAC codes along with full details of when they will expire and any outstanding balance.

 

Good to know:

•    If you have more than 1 mobile subscription in your account then you will not be able to submit a STAC request via text

 

•    There are no charges associated with obtaining your STAC request. However if you place the request via SMS while in roaming then standard roaming charges will be applicable.

 

•    Your STAC code is only valid for 30 days. If you did not use your previous PAC and it has expired,  you can request a new PAC code

 

•    A unique STAC code can be for up to 24 mobile numbers

 

•    If your minimum period has expired and you do not want us to continue providing the service each month, switching to another provider using STAC will switch your service and you will receive a final bill for any outstanding charges.

 

There will be no additional charges after the date your switch was completed.

 

•    Please do not cancel your direct debit for at least 3 months so that we can refund any applicable credit back to your account

 

•    If you don’t use your STAC code, then your account will stay open and you’ll still be charged for services. If you decide not to use your STAC code but still want to cancel your contract, please call us on 0800 052 0800, Option 4 and speak to one of our operators.

Prior to switching, how do I find out the outstanding balance?

If you want to find out the outstanding balance for a mobile number, you can submit a Switching Information request through one of these channels:

 

1.    Via Text: Send an SMS to 85075 from your VMB mobile in the following format INFO FAcode e.g INFO FA123456 (The FA code refers to Financial Account Number and is available in your mobile bill for reference.)We’ll send you your outstanding balance within two working days

 

.2.    Via our Website: Submit your request online for Switching Information request by clicking here

 

Along with your company details, please have your account number ready which is available in your mobile bill.

 

We’ll send your outstanding balance to the email address that you provide us with on the online switching request form. And, we’ll also text it to you within two working days.

 

3.    Via our Customer Care: Just call us on 0800 052 0800, Option 4 and request Switching Information, and, we’ll provide you with the outstanding balance.

 

We’re available between 08:00 - 18:00, Monday to Friday with the exception of Bank Holidays and public holidays.

 

We’ll give you your outstanding balance over the telephone, and, we’ll also text and email it to you.

 

Good to know:

•    There are no charges associated with obtaining your Switching Information. However if you place the request via SMS while in roaming then standard roaming charges will be applicable.

 

•    The Switching Information provided is accurate as at the date of your request. If you subsequently decide to leave us, we’ll provide you with updated information at the time of your request to leave.  

If you want to find out the outstanding balance for more than one mobile number, then you can submit an information request through one of these channels:

 

1.    Via our Website: Submit your request online for Switching Information request by clicking here

 

Along with your company details, please have your account number ready which is available on your mobile bill.If you place a request:

 

•    for 1-24 mobile numbers: you will receive an aggregated outstanding balance for all the mobile numbers in your request

 

•    for  more than 24 mobile numbers: you will receive an aggregated outstanding balance for each block (or part thereof) of 24 mobile numbers in the request

 

We’ll send your outstanding balance together with the mobile numbers associated with it to the email address that you provide us with on the online switching request form.

 

We’ll also text you the details within two working days.

 

2.    Via our Customer Care: Just call us on 0800 052 0800, Option 4 and speak to one of our operators and request for switching information. We are available between 08:00 - 18:00, Monday to Friday with the exception of Bank Holidays and public holidays.If your request is for:

 

•    1-24 mobile numbers: you will receive an aggregated outstanding balance for the mobile numbers in the request

 

•    more than 24 mobile numbers: you will receive an aggregated outstanding balance for each block or part thereof, of 24 mobile numbers in the request We’ll provide your outstanding balance together with the mobile numbers associated with it over the telephone. We’ll also email this information to the address that you provide to us. We’ll also text the details to you.

 

Good to know:

•    If you have more than one mobile subscription in your account then you will not be able to submit a request for Switching Information via text.

 

•    There are no charges associated with obtaining Switching Information. However, if you place the request via text while roaming then standard roaming charges will apply.

 

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

 

•    If you have placed a request for more than one mobile number then you will receive  aggregated information showing the outstanding balance.

 

•    The Switching Information provided is accurate as at the date of your request. If you subsequently decide to leave us, we will provide you with updated information at the time of your request to leave.  

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