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Start the number transfer with your new mobile provider while your current service is still active. Do not cancel the old line first: cancellation usually ends the number-transfer path and can leave you needing a new number. Tell the incoming provider that you want to keep your existing number, follow the process for your country, and keep the old service running until the transfer is complete.
The detailed steps below use the United Kingdom’s Ofcom process as the primary example, then identify what differs in Canada and the United States. PAC codes, STAC codes, one-minute delivery and one-working-day completion are UK rules; they do not apply universally.
What number portability does—and what it does not do
Number portability moves your existing mobile number from one provider’s network account to another provider’s account. It is a transfer request, not a new SIM purchase and not an instruction to cancel your old plan. The incoming provider normally submits or completes the transfer after you give it the information or code required in your market.
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Keeping the number does not automatically settle your old contract, device financing, handset lock or network compatibility. You may still owe an early-termination charge, device installments or a final bill. A transferred number also does not prove that your phone is unlocked or technically supported by the new provider.
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Before you switch: checks that prevent failed transfers
Confirm the country and the incoming provider’s process
Number-transfer rules are jurisdiction-specific. Ask the new provider whether it handles the transfer for you, which account details it needs, whether an eSIM is available and whether it will send a physical SIM. Confirm that your number and account type are eligible before you make changes to the old service.
Check coverage, price and contract obligations
Compare coverage at your home, workplace and regular travel locations rather than relying only on a national map. Check the total monthly price, scheduled price changes, contract length, activation charges and support available during a service interruption. Review the old agreement for an early-termination charge, outstanding balance and separate handset or device payments. A number port and a contract cancellation are separate financial events.
Keep the old line active
Do not ask the old provider to cancel before the transfer is under way. The Canadian Radio-television and Telecommunications Commission (CRTC) states that a previously cancelled service without an initiated transfer will require a new number. T-Mobile gives the same practical warning for its US process: the old account must remain active while the transfer is completed.
Prepare your phone and data
- Check whether the handset is unlocked and supports the new provider’s network and bands.
- Ask whether the switch uses a replacement physical SIM or eSIM. On a UK SIM-only switch, Ofcom says an existing-phone user might need to replace the old SIM with one supplied by the new provider; this is conditional, not a universal requirement.
- Back up contacts, voicemail and text messages if the provider warns that they may reset. T-Mobile specifically says its voicemail resets after port completion.
- Save important authentication methods that depend on SMS, and arrange an alternative sign-in method where possible before the transfer window.
United Kingdom: the Ofcom process
Ofcom’s UK consumer process is the clearest example of switching while retaining a number. Ofcom’s guide, updated 25 August 2026, says: “Your current provider must reply with your switching code, called a ‘PAC’ or ‘STAC’, within one minute.” A PAC is for keeping your number; a STAC is for leaving without keeping it.
1. Check your contract and likely charges
Text INFO to 85075 from the mobile number you intend to move. Ofcom says the response indicates whether you are in or out of contract. If you are still in contract, an early-termination charge might apply. The switching response also includes relevant charge or pay-as-you-go credit information, so read it before accepting a new deal.
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2. Request the PAC
Text PAC to 65075. The current provider should return the PAC within one minute. Give that code to the new provider, which then carries out the number switch. The PAC is valid for 30 days. If you do not use it within that period, request a new one rather than assuming the old code remains valid.
If you are leaving a UK provider without retaining the number, text STAC to 75075 instead. That is a different route and is not the code to use when you want to keep your number. Accounts with multiple numbers may require you to contact the provider by another method rather than relying on a single text request.
3. Give the code to the new provider
Use the new provider’s sign-up or customer-service channel to submit the PAC. Check every digit of the mobile number and code before confirming. Ask when the new SIM or eSIM will be activated and whether the phone must be restarted or have its network settings refreshed.
4. Allow the UK completion window
Ofcom says the new provider must complete the switch within one working day. Service loss must not last longer than one working day. If the provider delays the switch or leaves you without service longer than allowed, compensation may be available under the applicable rules. Keep records of the PAC request, the promised completion date and any outage.
5. Test the transferred line
After the provider confirms completion, restart the handset if instructed and test an outgoing call, an incoming call, an SMS in each direction and mobile data. Check voicemail and two-factor authentication messages. Do not dispose of the old SIM until the tests pass and you have confirmed that any final bill or remaining service is understood.
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If you already cancelled in the UK
Ofcom says that, in most cases, you can still transfer the old number within one month of cancellation. Request a PAC from the old provider and give it to the new provider. This recovery route is specific to the UK guidance and should not be assumed in Canada, the United States or another market.
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Canada: ask the new provider to transfer the number
The CRTC’s guidance, modified 6 July 2022, says to tell the new provider explicitly that you want to keep your number and to let that provider arrange the transfer. Most importantly, do not cancel your existing service before switching. A mobile transfer can take a few hours, and an interruption can occur while the change is being processed.
Canadian preparation
- Have the current mobile number and account information available.
- Ask the incoming provider what identification, account number or authorization it needs; the exact requirements vary by provider and account type.
- Check whether your contract includes cancellation fees or outstanding device-related amounts. The CRTC notes that caps and calculations depend on the contract type and device subsidy, so your exact amount must come from the agreement or provider.
- Plan for a temporary interruption. The CRTC notes that 9-1-1 service can be affected while a transfer is under way.
Canadian transfer sequence
- Choose the new provider and state that you are porting your existing number.
- Authorize the new provider to contact the current provider. Leave the current account active.
- Follow the provider’s instructions for the transfer window and SIM or eSIM activation.
- Test calls, texts and data when the new service becomes active.
- Review the final bill and resolve any remaining contract or device balance with the old provider.
Canada does not use the UK’s PAC or STAC text codes in this process. Do not send UK short codes or expect a one-minute response unless a Canadian provider has separately told you to use a particular channel.
United States: carrier-specific requirements (T-Mobile example)
US number portability is governed by the incoming carrier’s procedure. Requirements, timing and terminology can differ by carrier. T-Mobile’s support instructions, verified 13 October 2026, provide one concrete example rather than a universal US rule.
Information T-Mobile asks for
For a wireless-to-T-Mobile transfer, prepare the number, current provider, current account number, billing address and ZIP code, plus the required transfer PIN or password. T-Mobile also advises checking for a port block and confirming that the handset is unlocked. Those credentials and checks are T-Mobile’s published requirements; another US carrier may ask for different information.
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T-Mobile’s stated timing and transition warnings
T-Mobile says an incoming wireless transfer typically takes 10 minutes to three hours when the submitted details are accurate. It also warns that dual service can exist for up to 24 hours during the transition and that 911 may not be able to call you back during that period. Keep the old account active until T-Mobile confirms the port, and do not assume the estimate applies to another carrier or transfer type.
US transfer steps
- Check eligibility and handset unlock status with the incoming carrier.
- Collect the current provider’s account number, billing address and transfer PIN or password as requested.
- Submit the port request through the incoming carrier.
- Keep the old account active and monitor both services during the stated window.
- Test incoming and outgoing calls, text messages, data and voicemail after completion.
- Cancel only lines you do not intend to keep, then review the old account’s final bill.
T-Mobile notes that remaining lines on the old account may need separate cancellation. Porting one number does not automatically close every line or settle every balance on a family or multi-line account.
What the switch may cost
Do not treat number porting as a waiver of contract obligations. The transfer itself and the cost of leaving are separate.
| Market | What the cited guidance establishes | What you must verify |
|---|---|---|
| United Kingdom | Ofcom says the provider cannot charge for notice periods that run after the switch date. An early-termination charge can still apply while you remain in contract. The PAC response communicates relevant charge or credit information. | Your exact early-termination amount, device balance and any unpaid bill. |
| Canada | The CRTC says a contract may involve cancellation fees and outstanding fees. Caps and calculations depend on contract type and device subsidy. | Your contract’s calculation and the final account balance; no single Canadian dollar amount is established here. |
| United States | The cited T-Mobile process explains transfer requirements and timing but does not state a universal cancellation-fee rule. | Your carrier agreement, device installments, promotional credits and any account-closing charge. |
Request a written or recorded explanation of charges before submitting the transfer if the amount could change your decision. Keep the confirmation and compare it with the final bill.
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A replacement SIM may be necessary
A SIM card identifies the subscription on the new provider’s network; it is not the mechanism that transfers the phone number by itself. The incoming provider may mail a physical SIM, issue an eSIM activation, or instruct you to use an existing compatible SIM. Follow its activation instructions rather than buying a generic card first.
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Unlocking is a separate check
A number can be portable even when a handset is locked to the old provider. Ask the incoming provider whether the phone is supported and unlocked before the switch. If it is not, arrange an unlock or use a compatible handset. Porting the number does not unlock the device.
When to change the SIM
Do not remove the old SIM prematurely if it is still needed to receive the transfer authorization or security messages. Change to the new SIM, or install the eSIM, at the time the incoming provider specifies. If the phone shows no service afterward, restart it, check that the correct line is enabled and verify the provider’s activation steps before requesting another transfer.
During the transfer: manage interruption and security
- Keep a charged phone and an alternative way to contact emergency services where possible.
- Expect that calls, texts or data may fail briefly during the network change; the duration depends on country, provider and the accuracy of the submitted information.
- Do not repeatedly submit new port requests while one is pending. Contact the incoming provider’s porting team if the promised window expires.
- Protect account details. Give a transfer PIN or password only through the provider’s official channel, and never publish it in a public support forum.
- Continue monitoring the old account for unauthorized changes, especially on multi-line plans.
After completion: a verification checklist
- Make an outgoing call and confirm the displayed caller ID.
- Call the number from another phone and answer the incoming call.
- Send and receive SMS messages, including an authentication message if safe to do so.
- Load a website over mobile data and check the correct data plan or allowance.
- Listen to voicemail and recreate any greeting or saved settings that were reset.
- Confirm that the new SIM or eSIM is associated with the intended number.
- Check the old account for other lines, device payments, credits and the final bill.
- Cancel unneeded remaining lines only after the transferred line works.
Troubleshooting common failures
The new provider says the details do not match
Compare the submitted number, account number, billing address, ZIP or postal code and transfer PIN with the old provider’s records. An old address or incorrect PIN can reject or delay a request. Ask the incoming provider whether the request can be corrected without starting a second transfer.
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The old phone still shows service but the new one does not
Check whether the transfer is still within the provider’s stated window. Install or activate the supplied SIM or eSIM, restart the handset and verify that the intended line is enabled. If the window has expired, request the incoming provider’s porting-status explanation rather than cancelling the old account.
Calls work but texts or data do not
Test both directions, confirm the correct mobile-data line and check the handset’s network settings. Ask the new provider to refresh the line provisioning. Keep notes of which services fail and when; a partial port may require carrier-side correction.
The old account continues billing
Porting a number may not close other lines, and it does not erase unpaid charges or device installments. Request an itemized final bill, identify every remaining line and submit a separate cancellation for services you do not want. Keep the cancellation confirmation.
Choosing the new provider before you submit the port
Use these comparison questions at the decision point, before requesting a PAC or authorizing a transfer:
- Does the provider cover the locations where you live and work?
- What is the total monthly cost, including taxes, fees and scheduled price changes?
- How long is the contract, and what happens to device payments or promotional credits if you leave?
- What information and authorization does the provider require to port your number?
- How long does it expect the transfer to take, and what support is available during an interruption?
- Does your handset support the provider, and will you use a physical SIM or eSIM?
Official guidance establishes why these questions matter, but it does not rank carriers or test their coverage. Confirm the answers directly with the providers serving your country.
Quick Recap
Quick decision guide
| Your situation | Correct next action |
|---|---|
| You want to keep the number and your old service is active. | Choose the new provider, request the local transfer authorization and keep the old service active until completion. |
| You are in the UK and want to keep the number. | Text PAC to 65075, give the valid 30-day PAC to the new provider and allow up to one working day under Ofcom’s process. |
| You are in the UK and do not want to keep the number. | Use the UK STAC route by texting STAC to 75075, rather than requesting a PAC. |
| You are in Canada. | Tell the incoming provider to transfer the number; do not cancel first, and plan for a possible interruption lasting a few hours. |
| You are in the US. | Follow the incoming carrier’s requirements. For T-Mobile’s example, prepare the account number, billing address, ZIP code and transfer PIN or password, then keep the old account active. |
| You already cancelled a UK line recently. | Ofcom says you can, in most cases, request a PAC and transfer the number within one month of cancellation. |
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