Want to get to know your new phone? Lost or had your phone stolen?

Whatever you need to know, our experts are on hand to help.

What is a PAC code and how do I use it?

PAC is short for Porting Authorisation Code. It starts with 3 letters followed by 6 numbers and is necessary if you want to switch mobile provider and keep your existing number. This code is a legal requirement and should be given immediately over the phone or sent within 2 hours by text.

When you call your current provider and get your PAC code you will have 30 days to use it with your new provider. If you do not use it within 30 days it will expire and you will need to call again. Once the PAC code has been used by your new provider it will automatically cancel the agreement with your old provider. You cannot transfer disconnected numbers so DO NOT cancel your existing contract if you wish to keep your mobile number.

What is a STAC code?

A STAC is the code you request if you want to switch mobile provider and get a new phone number.

What is a PIN code?

Your PIN code is an added security feature for your SIM. PIN stands for Personal Identification Number and when it is enabled you will need to enter it every time you switch on your mobile or when you insert your SIM card into a new phone. For more information or if you require assistance please contact our Customer Services team on 01329 558 558.

What is a PUK code?

A PUK code is your Personal Unblocking Key, you will need this if your handset or SIM become locked. Your SIM or handset can become locked when you input your PIN number incorrectly more than three times. When your SIM is locked you will be unable to make or receive calls or texts. If you find that your SIM or handset has become locked please contact our Customer Services team on 01329 558 558 or via email through customer.services@aerial-direct.co.uk.

Do I get charged for switching?

On a pro-rata basis, the cost of switching can be calculated. Your final bill will be based on the day you requested the transfer. Additionally, if you do not use the PAC or STAC code on the day you requested the final bill you receive could increase.

Switching information can be requested separately to requesting your PAC/STAC code, which helps explain the process in more detail. Please contact Customer Services on 01329 558 558.

How long does it take to transfer my number?

If you submit your request before 4pm on a working day, your number should be transferred the next working day. Requests made after 4pm or on a weekend or bank holiday will be completed within 2 working days.

What can I do if I am not happy with my new mobile handset?

If you are unhappy with your handset we will exchange within 7 days of you receiving it. However, it must be returned in the original, unopened packaging.

How can I access my mobiles voicemail through another phone?

You can access your mobiles voicemail through a landline by dialling your own phone number; when the answerphone starts press the * key and then enter your PIN number.

Can I upgrade?

We will call you as soon as you are due a renewal on your account. However, if you want to know exactly when you are due or any other information on your handset call us on 01329 558 558. Alternatively you can visit our FAQ’s on upgrades.

What is Porting ?

This is when you transfer your existing phone number to your new mobile phone and/or contract.

Can I keep my existing number?

Yes, our friendly Customer Services team will be happy to help you with this, please either call them on 01329 558 558, drop them an email at customer.services@aerial-direct.co.uk or message them via our LiveChat.

What do I do if my phone is lost or stolen?

Call our Customer Services team on 01329 558 558 or via our LiveChat. We will advise you and send you a replacement SIM card. If the offices are closed please call O2 Business Customer Services on 0800 9777 337

Get in Touch

For more information and support please speak to one of our friendly experts.

Call now on: 01329 558 558.

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