Questions Answered
Customer Services - Answers
QUESTION: Can I keep my existing mobile phone number?
ANSWER: If you are changing networks and providers then you can keep your number and have it transferred across to your new contract. If you already have an 02 contract it is not possible to transfer the number to a new 02 contract, you will need to upgrade your existing contract instead to keep the number - please check our upgrade information pages UPGRADES
• Transferring your number to 3
• Transferring your number to BT Mobile
• Transferring your number to Orange
• Transferring your number to T-Mobile
• Transferring your number to Vodafone or O2
IMPORTANT NUMBER TRANSFER INFORMATION:
If your existing number is important to you and you would like to transfer (or port) it to your new mobile phone and new network provider, please read on and MobileShop.com will help you make this process as easy as possible!
You can transfer your existing number as long as you are changing to a different network (i.e. from O2 to Orange for example). It doesn't matter whether you are currently connected to a Pay As You Go or Contract pay monthly package. Providing you are outside your contractual obligations to your existing network provider (usually a minimum of 12 months for contract packages), then you can request a "Porting Authorisation Code" (PAC) from the Customer Services Department of your current network provider. A PAC reference is normally made up of 3 letters and 6 numbers. Your current network provider should supply you with a PAC reference normally within 2 working days of your request.
There may be an administration charge made by your current network provider. Please ensure you check this with your existing network provider first. We are unable to process a transfer request after your order has been processed.
PLEASE NOTE:
Do not cancel your existing contract as disconnected numbers cannot subsequently be transferred. By providing your PAC number to your new chosen network this will initiate the cancellation process with your current network provider., so you won't need to request a seperate cancellation. Due to the complexities and the reliance on your current & new network chosen, we can not accept any responsibility for failed or delayed number transfers. The process by which your number is transferred is dependant on the network you wish to transfer your number to, for full details please see below.
Please be aware that because your mobile number has to be released from your current network before it can be connected to your new network, you may be without service for up to 1 day. Additional services such as voicemail and text messaging may also take up to 2 days to be enabled once your number has been transferred. You are able to continue using your existing mobile and sim card until the number is ported/transferred, after which time your existing sim card will cease to operate.
Transferring your number to 3 (Hutchinson 3G)
If you require your existing mobile number to be ported onto your new contract, simply contact your existing supplier to obtain your PAC code. Then order your handset as normal from ourselves which will be connected with a 'temporary number' on 3.
Upon receipt of your new handset, you must contact 3 directly (number given below) quoting your 'temporary number' along with the number you wish to port across (your existing number) and your PAC code.
3 - 0870 733 0333 or dial 333 from your new 3 handset.
Your existing number will then be transferred within 5 to 7 working days.
Transferring your number to BT Mobile
If you require your existing mobile number to be ported onto your new contract, simply contact your existing supplier to obtain your PAC code. Then order your handset as normal from ourselves which will be connected with a 'temporary number' on BT Mobile.
Upon receipt of your new handset, you must contact BT Mobile directly (number given below) quoting your 'temporary number' along with the number you wish to port across (your existing number) and your PAC code.
BT Mobile - 0800 0322111.
Your existing number will then be transferred within 5 to 7 working days.
Transferring your number to Orange
If you require your existing mobile number to be ported onto your new contract, simply contact your existing supplier to obtain your PAC code. Then order your handset as normal from ourselves which will be connected with a 'temporary number' on Orange.
Upon receipt of your new handset, you must contact Orange directly (number given below) quoting your 'temporary number' along with the number you wish to port across (your existing number) and your PAC code.
Orange - 0870 870 8888.
Your existing number will then be transferred within 5 to 7 working days.
Please Note: We cannot transfer Orange Pay As You Go to Orange contract and these cannot be transferred afterwards.
Transferring your number to T-Mobile
If you require your existing mobile number to be ported onto your new contract, simply contact your existing supplier to obtain your PAC code. Then order your handset as normal from MobileShop.com which will be connected with a 'temporary number' on T-Mobile.
Upon receipt of your new handset, you must contact T-Mobile directly (number given below) quoting your 'temporary number' along with the number you wish to port across (your existing number) and your PAC code.
T-Mobile - 0870 606 0139 or dial 150 on your New T-Mobile handset.
Your existing number will then be transferred within 5 to 7 working days.
Transferring your number to Vodafone or O2
If you require your existing mobile number to be ported onto your new contract, you must inform us at point of purchase stating your existing mobile phone number and PAC code (this can be obtained by contacting your current network provider). We will despatch your new mobile phone and sim card as normal along with starting the porting process for you.
Your existing number will then be ported and made live on your new sim card in approximately 7 to 10 working days of receipt of your new mobile. We will advise your of the expected "porting date". We charge a non-refundable administration fee of £10.00 for number ports to the Vodafone and O2 networks. This is on top of any administration charge which maybe levied by your current network provider.
