Ofcom – From Monday Text PAC to 65075 to Switch UK Mobile Operators

The telecoms regulator, Ofcom, has today braced the industry for the introduction of their new “Text-to-Switch” (Auto-Switching) system for UK mobile operators like Vodafone, O2, Three UK and EE, which is going live on Monday next week. The new system will make it easier and quicker for consumers to change networks.

Previously if you wanted to switch to a different network then there were two potential methods. This meant you could either, a) cancel the old service and start a new one (Cease and Re-provide) – usually losing your number in the process – or, b) attempt to “port” your existing number by requesting a Porting Authorisation Code (PAC) from your current provider (LP – Losing Provider) and giving this to the new provider (GP – Gaining Provider).

The PAC process worked but some people were caught out by delays and additional charges during the notice period (i.e. effectively paying for two mobile plans at the same time, even though you could only use one service). By comparison Ofcom’s new “text-to-switch” system simplifies the whole process and effectively bans operators from charging for notice periods running after the switch date.

On top of that the new system does NOT require you to speak (voice) with your existing provider in order to leave their service, which was one of the past causes of difficulties for switchers (i.e. operators would sometimes make it tedious to leave). Instead you’d simply send a free text or online message to the provider that you wish to leave and this is where the new process begins (see below).

The New Switching Process

* To request their unique switching code, people must text the word “PAC” to the number 65075 (assuming you want to keep your mobile number). Those who don’t want to keep their mobile number would instead text the word “STAC” to 75075 (STAC means “Service Termination Authorisation Code“) but will follow the same process as below.

* The losing provider would immediately respond by text with the relevant number transfer code or with a cancellation code for those who aren’t intending to keep the same mobile number. The PAC code is valid for 30 days.

* The text reply will also include important information relating to any early termination charges, outstanding handset costs, or pay-as-you-go credit balances. This can be shared by text, online account or phone call.

* The unique switching code (both via the PAC or STAC process) should then be passed on to your new provider at the point you place an order for their service, without the need for a further conversation. Among other things, this helps to avoid double billing during the migration.

* Providers would also be required to publish and promote clear guidance to help customers follow the new process and make informed switching decisions.

Back in 2017 the regulator estimated that introducing this complicated new system would cost the industry £44m over 10 years, although estimates suggested that it could also save UK consumers around £10m each year. This is one of the reasons why Ofcom allowed an 18 month implementation window, which ends on 3rd July 2019. However there are concerns that a super easy switching process could be more open to abuse (time will tell).

Lindsey Fussell, Ofcom’s Consumer Group Director, said:

“Breaking up with your mobile provider has never been easier thanks to Ofcom’s new rules. You won’t need to have that awkward chat with your current provider to take advantage of the great deals available.”

Jonathan Lenton, Ombudsman Services, said:

“We know from the complaints we see that, for too many people, switching mobile provider can be problematic and stressful.

It should be easy for all consumers to shop around for the best mobile deal. The new text-to-switch rules will help towards that goal and should also help to increase switching rates.”

Meanwhile Ofcom are also working to ensure clear-cut contracts for people who pay for their mobile services and handsets together, which are known as airtime packages (here). This will be designed to tackle situations where you keep paying the same monthly amount even after the contract has ended, which is despite the handset cost having been paid off.

The regulator proposes to solve the above issue by either forcing operators to be more transparent with the airtime package details or requiring them to automatically introduce “fairer tariffs” at the end of a minimum contract period (e.g. moving customers to a cheaper SIM-Only plan without the handset charges). We are still awaiting the outcome of their consultation.

UPDATE 1st July 2019

Since it’s Monday we figured it might be worth trying the new ‘Text to Switch‘ INFO service on 85075 with Three UK. I got a reply asking me to confirm date of birth, so at least there is a basic security check, albeit not a very strong one. However a customer with EE tried the same thing and got no such prompt for DoB.