Jump to content Jump to navigation

O2

Joining O2 - How to keep your mobile number

|

 

 

 

help with keeping your number

How to keep your mobile number

Follow our step by step instructions below to transfer your number

  • I'm moving from another network to O2

    Moving your number to O2 is simple. Just request a PAC (Porting Authorisation Code) from your current service provider, give it to us and we’ll do the rest. Your current service provider should also let you know whether you have fulfilled any contractual agreement you may have with them.

     

     

    What is a PAC number?


     

    • A PAC lets you move your number between mobile networks
    • It contains 3 letters and 6 numbers
    • PACs are valid for 30 days from the issue date.

     

    A PAC tells us that you've been given permission to transfer the number to us. We need your PAC before we can transfer your number so you'll save time if you contact your service provider first.

     

     

    What do I need to do?


     

    • Buy a new O2 mobile or if you're happy with your existing handset just buy a new SIM (but make sure the O2 SIM will work in your phone)
    • Click on the 'Keep my number form' below.

     

     

    What should I expect?

     

    • We'll send you a text message on the day of the transfer to keep you up to date with things. If we do need anything else from you, we'll get in touch by email.
    • You'll then lose service on your O2 SIM card and your existing mobile number. Don't worry, this is normal, it means we're transferring your number.
    • When you've lost service, make sure you have your new O2 SIM in your phone and keep switching it off and on every couple of hours until you get an O2 signal on the screen. If for whatever reason you don't, then get in touch and we'll sort it out for you.

     

     

    What do I need to know before I complete the form?

    Follow the steps below: 

    Save any important stuff like phone numbers, text & photo messages as these may be lost in the transfer of your number
    Make a note of any important numbers on your old SIM card or mobile, and any calendar reminders as these won't be transferred. If you have any precious text or picture messages you'd like to keep, forward them to the temporary mobile number attached to your new SIM. You'll find this number on the packaging. 

    Watch out for an error message on your screen
    When the transfer starts, you'll see an error message similar to 'SIM card registration failed'. At this point, put your new O2 SIM into your mobile. 

    Remember your network service will be lost for a little while
    You'll lose network service. Keep switching your phone off and on every couple of hours. When your number transfer is complete you'll see the O2 signal on the screen.

     

     

    What information will I need to fill in the form?

    The form's simple to complete – but check you've got these details before you start:

    • The mobile number you want to keep
    • The temporary mobile number attached to your new O2 SIM. You'll find this either on the confirmation letter we sent if you bought online, or on your contract or SIM pack if you bought from a store.
    • Your new SIM card number. It's on the back of your SIM card. It's 19 digits long and starts with 89441100 (the numbers on the first 4 rows). * If you have a new iPhone Nano SIM card; the number shown will only be 11 digits long, please add 89441100 to the beginning when adding to the form.
    • If you've got all this you're now ready to fill in the form.

     

     

    What happens next?

    When you've completed the form, you'll receive the following from us:

    • An email back from us advising we've received your form
    • A text message from us to say everything's fine with your number transfer
    • If we need any more information from you, we'll send you an email.

     

     

    Important Note: Under no circumstances should your existing contract be cancelled before your mobile number transfer is complete. If this happens please contact your service provider immediately.

     

     

    Webform icon Keep my number form

  • I'm moving from O2 Pay & Go to O2 Pay Monthly

    Moving your number from O2 Pay & Go to O2 Pay Monthly is simple. We'll also transfer your credit balance as well as any loyalty bonus (up to £350).

     

    What do I need to do?


     

     

    What should I expect?


    • We'll transfer your number and any existing balance (up to £350) within 24 hours after you've pressed submit on the form.
    • We'll send you two text messages through the day to keep you up to date with things. If we do need anything else from you, we'll get in touch by email.
    • You'll then lose service on your new O2 SIM card and your existing mobile number. Don't worry, this is normal, it means we're transferring your number. It won't take more than 24 hours.
    • When you've lost service, make sure you have your new O2 Pay Monthly SIM in your phone and keep switching it off and on every couple of hours until you get an O2 signal on the screen. If for whatever reason you don't, then get in touch and we’ll sort it out for you.
    • We'll then transfer your loyalty bonus. It takes us a little while to calculate so we'll credit this to your 4th bill.

     

     

    What do I need to know before I complete the form?

    Follow the steps below:

    Save any important stuff like phone numbers, text & photo messages as these may be lost in the transfer of your number
    Make a note of any important numbers on your old SIM card or mobile, and any calendar reminders as these won't be transferred. If you have any precious text or picture messages you'd like to keep, forward them to the temporary mobile number attached to your new SIM. You'll find this number on the packaging.

    Watch out for an error message on your screen
    When the transfer starts, you'll see an error message similar to 'SIM card registration failed'. At this point, put your new O2 SIM into your mobile.

    Remember your network service will be lost for a little while
    You'll lose network service for no more than 24 hours. Keep switching your phone off and on every couple of hours. When your number transfer is complete you'll see the O2 signal on the screen.

     

     

    What information will I need to fill in the form?

    The form's simple to complete – but check you've got these details before you start:

    • The Pay & Go mobile number you want to keep, and your existing Pay & Go SIM card number. Your SIM card number is on the back of your SIM card, it's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows.
    • The temporary mobile number attached to your new O2 SIM. You'll find this either on the confirmation letter we sent if you bought online, or on your contract if you bought from a store.
    • Your new SIM card number. Again it's on the back of your SIM card or you'll find this on the confirmation letter we sent if you bought online, or on your contract if you bought from a store. It's 19 digits long and starts with 89441100. It's the numbers on the first 4 rows. * If you have a new iPhone Nano SIM card; the number shown will only be 11 digits long, please add 89441100 to the beginning when adding to the form.
    • If you've got all this you're now ready to fill in the form. If not, we can remind you in a few days time when you've received your new SIM.

     

     

    What happens next?

    When you've completed the form, you'll receive the following from us:

    • An email back from us advising we've received your form
    • Two text messages from us, within 24 hours of sending the form, to say everything's fine with your number transfer
    • We'll transfer any existing Pay and Go balance (up to £350), this will appear on your first or second bill
    • We'll then transfer your loyalty bonus. It takes us a little while to calculate so we'll credit this to your 4th bill.
    • If we need any more information from you, we'll send you an email. 

     

     

    Important note:

    • If you have a Family Group bolt on you will need to reactivate the bolt on once the migration is complete.
    • If you have an International Favourites bolt on during the migration there may be interruptions to the International Favourites service. You may also be sent another welcome message, however please disregard this as you will not need to set up your International Favourites numbers again. If you have set up any International Favourite numbers on the new account, these will be lost when the original number is migrated over. It will be the original number/International Favourite account information that will be kept.

     

     

    Webform icon Keep my number form

  • I'm moving from O2 Pay Monthly to O2 Pay & Go

    Get in touch by either emailing or calling our Pay Monthly Customer Service team. We'll sort your request out for you and let you know what'll happen next.
  • I want to leave O2 and need a PAC (Port Authorisation Code)

    We're sorry you're thinking of leaving. Please get in touch by calling us direct - we'll do everything we can to make this a good experience for you.
  • I want to transfer my number from one business name to different business name

    If you want to transfer your mobile number from a personal consumer account to a business account or if you want to transfer your number from one business name to different business name you’ll need to complete this form.

     

    Once completed, you can scan the form and email it to BusinessTOO@o2.com (maximum file size is 10MB) or you can fax this to 0870 600 2402.

     

    We’ll let you know once we’ve completed the transfer.

  • I want to transfer my mobile number from a personal consumer account to a business account.

    If you want to transfer your mobile number from a personal consumer account to a business account you will need to:

     

    • Choose your tariff. To view our current business tariffs click here
    • Complete the transfer of ownership form

     

    Once completed, you can scan the form and email it to BusinessTOO@o2.com (maximum file size is 10MB) or you can fax this to 0870 600 2402.

Orders

We have lots of info to help you order. Or track the progress of your order through My O2.

Returns and exchanges

Find out what to do if you change your mind or you're not entirely satisfied with your purchase

O2 Insurance

O2 Insure. Find out more about O2 Insure and how to make an insurance claim

How to keep your mobile number

Follow our step by step instructions to transfer your number

UK Coverage

Choose the region where you want to check network coverage

O2 store locator

Use our O2 store locator to find your nearest O2 store

Shop online

Save yourself a journey by looking at our online shop to buy online