Leaving us or taking your number

Switching away from us is free.Keep your number with one text, or just switch renewal off.

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Version 2.0 · October 2026 · 4 min read
CONTENTS · 12 SECTIONS

1. About this guide (C7.10)

This is our switching guide under Ofcom General Condition C7, which sets the rules for switching mobile provider and keeping your number. It covers leaving us, joining us, what it costs, how fast it happens and what we pay you if we get it wrong.

Switching away from us is free.

2. Keep your number: get a PAC

A PAC (Porting Authorisation Code) moves your number to your new network. Give it to your new network and they move your number, normally within one working day.

By text
Send PAC to 65075 from your VoicePro number.
In the app
eSIM settings, then "Move your number or leave", then "Text me my PAC". You confirm it is you with your fingerprint, face, passkey or code, and we text the code to your number.
By phone
+44 20 3769 8080 from your VoicePro number, in our support hours, on every working day.

3. Leave without your number: get a STAC

A STAC (Service Termination Authorisation Code) ends your service when you join a new network with a new number.

You can also simply switch renewal off in My Plan: your plan is paid in advance and ends when the time you paid for runs out.

By text
Send STAC to 75075 from your VoicePro number.
In the app
eSIM settings, then "Move your number or leave", then "Text me my STAC".
By phone
+44 20 3769 8080, in our support hours, on every working day.

4. Just want to know what leaving would mean?

Send INFO to 85075 from your VoicePro number. We text you the switching information below without a code, free. Nothing changes on your account.

5. What you get and how fast (C7.32-C7.37, C7.42)

Any time
Text and app requests work at any time, day or night.
Within one minute
Your code comes by text within one minute of your request, free, whichever way you ask. If you ask by phone, the text follows within one minute of the call ending.
What we tell you with it
What you will pay on the switch date, as one total; any credit on your account, your right to a refund of it and how to claim it; where this guide is; your right to compensation; and a link to your account.
30 days
A PAC or STAC lasts 30 days. If you do not use it, nothing happens and your service carries on.
Suspended line
Text requests do not work on a suspended line: ask in the app or call us.
For your safety
We do not send a code online within 3 days of a SIM change, and we send at most 3 codes a day. Call us if you need one sooner.

6. If we cannot give you a code (C7.43-C7.44)

We refuse a request only for the reasons the industry has agreed and Ofcom has approved. If we refuse, we text you straight away to say so and why.

7. While you switch (C7.4, C7.7)

No gap in service
Your service carries on, on the same terms, until the switch completes. Any loss of service during the switch lasts no longer than one working day.
Your contract ends by itself
Your contract with us ends automatically on the day the switch completes. You do not need to cancel separately.
If porting fails
Your number and service stay active with us until it succeeds.
Your number after you leave
You can still move your number for at least one month after your service with us ends, unless you tell us at the time that you do not want to keep it.

8. What it costs to leave (C7.6, C7.8)

Switching is free. There is no charge to move your number.

You pay only for your service up to and including the day you switch. You do not pay for any notice period after that. Our plans are paid in advance, monthly or for 12 or 24 months.

Any credit on your account is refunded on request when you switch, free.

9. If something goes wrong: compensation (C7.47-C7.48)

If a switch or a port is delayed because of us, or we otherwise fail to follow these rules, we compensate you £5, plus £5 for each further full day of delay.

We pay it within 30 days, without you having to ask, as money back to you or as credit on your account. Any unused credit is refunded to you when you leave.

We pay even if the delay was caused by a network we use. You deal only with us.

10. Joining us from another network (C7.3, C7.5, C7.9, C7.11, C7.45)

Bring your code when you buy
In the shop, the app, from a retailer or from our sales team, you can enter your PAC or STAC when you buy.
We lead the switch
You do not need to contact your old network again: we arrange the move with them.
When it happens
On the date you ask for where possible, and otherwise within one working day of your SIM or eSIM going live (or of you giving us the code, if your SIM is already live).
Before you agree
We tell you which number and service are moving, that you are switching, and where this guide is.
Only with your agreement
We never move a number without the clear agreement of the account holder. We check you are entitled to make the switch, and we keep a record of your agreement for at least 12 months.

11. Extra support when you switch

If you use Relay UK, 999 by text or a trusted person, register again with your new network: these do not move with your number. Our Extra Support and Accessibility Policy has the details.

12. Contact

help@voicepro.plus, +44 20 3769 8080, VoicePro Plus Limited, Level 18, 40 Bank Street (HQ3), London E14 5NR.

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