We're sorry you're thinking of leaving us. There are a few options available to you depending on whether you're planning to switch to another provider or not.
You can get switching information from us, and also a Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) code via text, your online account or by phone.
If you're considering switching to another provider, you can find out if you have any charges to pay if you're terminating your contract before your minimum term ends.
To get switching information:
- Call 0330 123 4150
- Log into My BT and go to Manage Your Products > Manage Mobile > Settings > Switch to another provider > I’d like a switching code
- Text INFO to 85075
If you have multiple numbers on your account, you can only do this by logging into your online account or by calling us.
Once you've contacted us, we'll provide you with information and send a text message confirming any charges to end your contract early.
If you choose to terminate your agreement with us before your minimum term ends, a cancellation charge will apply. You can find out more about these charges in our Tariff Guide >
If you'd like to switch provider and keep your number, you'll need to request a Porting Authorisation Code (PAC). You can get a PAC from us free of charge by:
- Calling 0330 123 4150
- Log into My BT and go to Manage Your Products > Manage Mobile > Settings > Switch to another provider > I’d like a switching code
- Texting PAC to 65075
If you have multiple numbers on your account, you can only do this by logging into your online account or by calling us.
After you request a PAC, we'll send you a text message straightaway with your PAC. This text will also contain switching information and how switching mobile providers will affect any other products or services you have with us.
If you want to switch providers, you'll have to give your PAC to your new provider. Once you've switched, your service with us will be terminated and we'll stop billing you from that date. Your final bill will contain any outstanding charges to pay.
Your PAC is valid for 30 days. If you don't give your PAC to your new provider in that time, your service with us will continue as normal and you won't be switched to your new provider.
If there is a delay in receiving your PAC or switching information, or the information we provide you in relation to switching is incorrect you may be entitled to compensation.
If you need to contact us in relation to compensation you believe you’re entitled to, please get in touch.
If you want to switch provider without keeping your number, you'll need a Service Termination Authorisation Code (STAC). You can get a STAC from us free of charge by:
- Calling 0330 123 4150
- Log into My BT and go to Manage Your Products > Manage Mobile > Settings > Switch to another provider
- Texting STAC to 75075
If you have multiple numbers on your account, you can only do this by logging into your online account or by calling us.
After you request a STAC, we'll send you a text message straightaway with your STAC. This text will also contain switching information and how switching mobile providers will affect any other products or services you have with us.
If you want to switch providers, you'll have to give your STAC to your new provider. Once you've switched, your service with us will be terminated and we'll stop billing you from that date. Your final bill will contain any outstanding charges to pay.
Your STAC is valid for 30 days. If you don't give your STAC to your new provider in that time, your service with us will continue as normal and you won't be switched to your new provider.
If there is a delay in receiving your STAC or switching information, or the information we provide you in relation to switching is incorrect you may be entitled to compensation.
If you need to contact us in relation to compensation you believe you’re entitled to please get in touch.
If you're not switching to another provider, you can request a standard disconnection.
You'll be required to provide at least 30 days’ notice, even if the minimum term of your contract has ended, during which time we'll continue to provide you with our service.
At the end of the notice period, we'll terminate your number and stop billing you. You'll be charged for our service for the 30 days from the date of your cancellation request, and this charge will show on your final bill.
Your other services with us may be impacted if you switch provider. For example, BT Sport on your mobile, data boost or discounts. When we send you either a PAC or STAC this text will also contain switching information and how switching mobile providers will affect any other products or services you have with us.
If you no longer have any services from us on your BT account, you’ll receive your final bill within ten days of your number being cancelled, or your switch being completed. If you're keeping services with us, then you’ll see any charges on your next monthly bill.