Sometimes circumstances change, and you may need to leave your current plan. This guide explains the different cancellation and transfer options available, how to request them, what timeframes to expect, and any charges that may apply.

Your options

When ending your service, you can choose from three options:

• PAC (Porting Authorisation Code): Transfer your number to a new provider and keep using it.
• STAC (Service Termination Authorisation Code): Cancel your current number and switch to a new provider with a new number.
• Disconnection: End your service completely, with no transfer.

How to request a cancellation

Only the contract signee (account holder) can request a cancellation.

You can request your PAC, STAC, or disconnection in the following ways:

• The quickest way: via the cancellation portal – go.plan.com.
• For single-service accounts:
  • Text PAC to 65075 to get your PAC.
  • Text STAC to 75075 to get your STAC.
• For disconnections: your number will be cancelled in line with your contract terms, usually within 30 days.

Timeframes

• PAC/STAC codes are normally issued within 2 working days.
• Requests involving 25 or more services can take up to 10 working days.
• PAC/STAC codes are valid for 30 days. If they’re not used within this time, you’ll need to request a new one.

Early Termination Fees (ETFs)

If you cancel before the end of your contract, an Early Termination Fee may apply. This covers:

• The remainder of your contract term.
• Goods or services you received at the start of your contract.
• The timing of your cancellation.

Service downtime during transfer

When you move your number to a new provider, you may experience up to 24 hours of downtime while the transfer completes. This is part of the SIM swap process.

Steps to complete:

1. Insert your new provider’s SIM card.
2. Restart your device to refresh the connection.

Security and fraud prevention

For your protection:

• Only the account holder should request PAC or STAC codes.
• Always use official plan channels (such as go.plan.com) to make requests.
• Stay alert to suspicious activity. If you suspect fraud, secure your account immediately with your provider.