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Leave and keep your number

Looking to switch your phone to another network and keep your number? While we don’t want to see you go, we’re here to help. So, here’s everything you need to know about cancelling and moving to a new network.

Everything you need to know

First things first, we’d recommend checking when your contract ends. Because, if you decide to leave us before the end of your minimum contract term, you may be charged an early termination fee. You can find out more about early termination fees in our price guides. 

How to check your contract end date

Want to find out when your contract ends? Or joined us in the last 30 days but have changed your mind? Log into My3, or contact us on 0333 338 1082 or Live Chat. 

You can also check your outstanding charges by logging into My3 or texting INFO and your date of birth (DDMMYY) to 85075.

How to move your number to a new network

If you’d like to leave us and take your number to a new network, you’ll need a PAC – Port Authorisation Code.

Already requested your PAC or having trouble with it? Please get in touch with us.

Have you got a device plan on Three Your Way with an outstanding balance?

If you cancel your Airtime plan but have an outstanding balance on your device plan, it must still be paid in full. You can either continue paying your regular monthly payments or pay in full by bank transfer. You can also contact us. You can pay your device plan in full at any time. 

For more information, please check our device plan FAQs.

Looking to cancel your Home or Mobile Broadband?

If you’d like to leave Three Home Broadband, you don’t need a PAC - just give us 30 days’ notice. Or, if you want to switch to a new broadband provider, use One Touch Switch. 

Find out more about leaving Three Home Broadband

If you want to cancel your Mobile Broadband, you can leave with or without your number. 

Find out more about leaving Three Mobile Broadband

If you want to take your number with you when you leave us, you’ll need a PAC. It lets you take your number to a new network and is valid for 30 days. It’ll be 9 characters long, made up of 3 letters and 6 numbers. 

E.g. ABC277604

Here’s how to get your PAC: 

Contact us

You can get your PAC by contacting us on 0333 338 1082 or by using Live Chat. 

My3 and the Three app

Follow these steps to get your PAC on My3 or the Three app:

My3

  1. Log into My3
  2. Scroll to More Actions
  3. Select Leave Three

Your PAC and its expiry date will then be shown immediately. And if you’re leaving before your contract end date, your early termination fee will also be shown. 

Three app

  • Log into the Three app
  • Tap Account
  • Tap Leave Three
  • Follow the on-screen instructions to get your PAC

You can come back and check your PAC information at any time – it’ll be displayed under Manage your plan.

Text message

If you’ve only got 1 number with us, you can get your PAC by texting PAC and your date of birth (DDMMYY) to 65075. 

E.g. PAC060385

We’ll reply with your PAC immediately. And if you’re leaving before your contract ends, we’ll also include any early termination fees.

Important: if you’ve got more than 1 number with us, please call 0333 338 1082 to get your PAC.  

If your PAC hasn’t arrived or you’ve requested the wrong code, please get in touch with us.  

Got your PAC? You have 30 days to give it to your new provider. They’ll arrange for your number to be transferred to their network. You can either have your number transferred as soon as possible or pick a specific date.

Once this has been done, we’ll close your account.

What to do if your switch fails or is delayed

If this happens, we’d recommend contacting your new network as they’re responsible for moving your number. 

What happens if you don’t use your PAC?

If you don’t give your PAC to your new provider within 30 days and haven’t asked us to close your account, it’ll stay open. You’ll continue to be charged as normal.

You’ll get your final bill within 38 days of your phone number being transferred to your new network. This is confirmation of your cancellation.

Your account will be active until you use your PAC, and you’ll be billed for all your usage until your switch is completed.

Find out more about your final bill

Your outstanding charges

Whatever you choose to do with your Three number, you’ll still have to pay any final charges or settle any outstanding balances.

If you leave us within your minimum contract term, you may be charged an early termination fee. You can find out more about early termination fees in our price guide.

What happens to my Connect Together discount if I cancel one of my lines?

Got 2 lines with us? If you cancel your main account within 30 days of taking out your second line, your discount will be removed.

Got 3 or more lines with us? If you cancel your main account, the line with the next highest total cost of ownership will automatically become your primary account. And your Connect Together discount will continue on any other applicable lines.

Find out more about Connect Together

Can I still access My3 after transferring my number? 

Yes, you can log into My3 to view and pay bills for up to 6 months after closing your account. 

Will my smartwatch plan still work? 

If you have a smartwatch plan paired with your Airtime plan and leave us before the end of your contract, both plans will end. If you leave before the end of your contract term, an early termination fee will be added to your final bill. 

Will I still be covered by Three Insurance? 

When you leave us, any insurance contracts related to the plan you’ve closed will also come to an end.

I’ve closed my account, but now I want to take my mobile number to another provider – can I still request a PAC? 

If it’s been 90 days or less since you closed your account, you can still request a PAC. To request a PAC on a closed account, please get in touch with us. 

If it’s been more than 90 days since you closed your account, your number can’t be moved.

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