Mobile Network Switching Guide

Before ordering

1. Check indoor and route coverage with official maps and a real trial where possible.
2. Confirm handset compatibility, eSIM support, Wi‑Fi Calling and VoLTE.
3. Check the current minimum term, final bill, device finance and any exit charge.
4. Decide whether to keep the number (PAC) or take a new one (STAC).
5. Save 2FA backup codes and keep the old service active.

Activate the new service carefully

Follow the new provider’s instructions. If using eSIM, do not delete the old profile before the new line is active. On Dual SIM, label both lines and confirm which one uses data.

Submit the switch

Give the valid PAC or STAC to the new provider and record when it was accepted. Do not separately cancel the old mobile service unless the provider specifically confirms that a different process is required.

Verify after completion

• Incoming and outgoing calls.
• SMS in both directions, including a non-sensitive test.
• Mobile data and hotspot if needed.
• Voicemail and caller ID.
• Wi‑Fi Calling/VoLTE.
• Banking and account-recovery messages.
• Final bill and old account closure.

Keep evidence

Retain order references, screenshots and support case numbers until the final bill and number routing are correct.

Use a low-risk coverage trial

Where possible, test a PAYG SIM, short rolling plan or secondary eSIM before moving the important number. Test inside the home, at work and on the regular route, including calls as well as data.

A trial should use the same phone intended for the final service. A different handset can produce a different result because radio bands and antenna performance vary.

When the change is genuinely complete

Choose the route before requesting any code: change tariff, migrate within one provider, move the number with PAC, or close it with STAC. Coverage should be tested first because a successful port cannot repair a poor network choice. Keep the old service and recovery access until the new line has passed all checks.

• Separate phone finance from airtime obligations.
• Record the switching code and scheduled date.
• Verify the number before erasing an old phone or eSIM.

Use a three-stage switching record

Keep one written record covering the old service, the transfer request and the new service. This prevents a delayed port, temporary number or final bill from becoming three unrelated support cases.

1. Before requesting the switch: check minimum term, handset finance, voicemail, account contacts, eSIM replacement rules and whether the goal is to keep the number (PAC) or take a new one (STAC).
2. During the change: keep both SIMs/eSIMs available, note reference numbers and avoid repeatedly restarting or submitting duplicate port requests.
3. After the stated completion: test incoming and outgoing calls, SMS, mobile data, voicemail and the number shown to recipients. Test from more than one external network if incoming service appears inconsistent.

Do not close the old account manually when the authorised process is meant to do so. If the number works in only one direction, report a possible split port with exact examples, times and affected networks rather than asking support simply to “refresh the SIM”.