If you're leaving plan.com, you can transfer your mobile number to another provider or disconnect your service completely. This guide covers your options, how to make a request, timeframes and any charges that may apply.
Request a PAC, STAC or disconnection
The quickest and easiest way to request a PAC, STAC or disconnection is through go.plan.com, our secure online portal.
Visit go.plan.com and enter your account details to get started.
The Account Holder will receive a 6-digit authorisation code by email or SMS. This can take up to 10 minutes to arrive.
If you haven't received your code after 10 minutes, select Resend code or call +44 (0)3300 88 18 18.
Once you've entered your authorisation code, choose the type of request you'd like to make and follow the on-screen instructions.
Your options
PAC (Porting Authorisation Code)
Choose a PAC if you'd like to move to another mobile provider and keep your existing mobile number.
Your PAC is a unique code, usually in the format ABC123456, that you'll need to give to your new provider to complete the transfer. Once issued, your PAC is valid for 30 calendar days.
STAC (Service Termination Authorisation Code)
Choose a STAC if you're moving to another provider but would like a new mobile number.
Your STAC is a unique code, usually in the format ABC123456, that allows your new provider to cancel your existing service and activate a new one. STAC codes are valid for 30 calendar days.
Disconnection
Choose Disconnection if you'd like to cancel your service without transferring your number to another provider.
As outlined in your agreement with plan.com, we require 30 days' notice to disconnect a service, regardless of whether you've reached the end of your Minimum Service Term.
How to request a cancellation
Only the Account Holder can request a PAC, STAC or disconnection.
For accounts with fewer than 25 services, the quickest way to submit your request is through go.plan.com.
For single-service accounts, you can also request a code by text:
- Text PAC to 65075 to receive a PAC.
- Text STAC to 75075 to receive a STAC.
If you're requesting a disconnection, your service will be cancelled in line with your contract terms, following the required notice period.
Processing time
PAC and STAC requests are usually processed within 2 working days.
Requests involving 25 or more services may take up to 10 working days.
PAC and STAC codes remain valid for 30 calendar days from the date they're issued.
Once your service has disconnected, we'll issue your final bill, including any remaining charges or applicable Early Termination Fees.
Early Termination Fees
If you cancel your service before the end of your Minimum Service Term, an Early Termination Fee (ETF) may apply.
The amount payable depends on factors including:
- the remaining time on your contract
- any hardware included in your agreement
- any additional services or bolt-ons
- the date your cancellation takes effect
Any applicable charges will appear on your final bill.
Minimum Service Term
Your Minimum Service Term is the agreed length of your contract with plan.com.
Once your Minimum Service Term has ended, you can choose to:
- renew your agreement
- continue on a rolling monthly basis at your current price
- give 30 days' notice to disconnect your service without paying Early Termination Fees
What happens next?
If you're transferring your number to another provider using a PAC, your new provider will let you know when the transfer has been scheduled.
On the day of the transfer:
- insert your new provider's SIM card, or activate your new eSIM
- restart your device
- allow up to 24 hours for the transfer to complete
Most number transfers complete much sooner, but you may experience a short interruption to your mobile service while the transfer is taking place.
If you've requested a disconnection, your service will end after your notice period has been completed.
Security and fraud prevention
For your security, only the Account Holder can request a PAC, STAC or disconnection.
Always submit your request using official plan.com channels, such as go.plan.com, and never share your authorisation code with anyone you don't trust.
If you believe your account has been compromised or you suspect fraudulent activity, contact us immediately so we can help secure your account.