Below you'll find answers to the most common questions about switching when using a PAC or STAC. You’ll also find info about your compensation rights.
Ready to switch? Head over to our Switching Hub.
You can get a PAC from your old provider by texting PAC to 65075 from the number you want to keep. This is totally free.
Please note: If you’ve got multiple lines with your old network, you may need to contact them directly to get your PAC.
Switching to Three with a PAC is easy.
If you’ve already got a Three account and SIM:
Or get in touch and give us your PAC and we’ll do the rest.
If you haven’t joined Three yet:
Your new Three SIM must be activated by 17:00 on the last working day before your number is transferred. For example, if your transfer is scheduled to take place on a Monday, your SIM would need to be activated by 17:00 on the previous Friday.
All you need to do is put your SIM into your device and switch it on.
When you see signal bars, that’s your SIM activated. You might need to switch Wi-Fi off to see the signal bars.
Once your SIM is active, you can use it immediately. Or you can go back to your old network SIM until the transfer is completed.
To find out if you’ll be charged by your old provider for closing your account or if you’ve got anything outstanding to pay, text INFO to 85075 from the number you want to keep. Sending this message is free.
Please note: If you’ve got multiple lines with your old provider, you may need to contact them directly for more information.
No, a PAC is only for changing to a different network.
Looking for a new deal on your existing contract? Check out our great upgrade offers. And we’ve got loads of Business contract deals for current Business customers, too.
Already purchased a new contract and want to bring your existing Three number over? Contact us so we can help.
If you give us your PAC by 17:00 on a working day, we’ll aim to transfer your number the next working day.
The transfer may take 2 working days if we get your PAC after 17:00, over the weekend or on a Bank Holiday.
Your PAC is active for 30 days, so you can pick a switching date that suits you. Remember Bank Holiday dates can’t be chosen, and some other dates may also be unavailable.
Please note: Your Three SIM must be activated by 17:00 on the last working day before your transfer happens.
For example, if your transfer is scheduled to take place on a Monday, your SIM would need to be activated by 17:00 on the previous Friday.
No, to transfer your number, you need to be connected to the Three network in the UK. If you’re abroad when a transfer is scheduled, it’ll be delayed until you get back to the UK.
Please note: If your PAC expires before you return to the UK, you’ll need to get a new one by texting PAC to 65075 from the number you want to keep. This is totally free.
You’ll also need to submit a new switching request.
We’ll send a text to your new Three SIM on the morning your number is due to transfer. We can’t send texts to your old network SIM though.
Most transfers will be completed between 10:00 and 16:00 but can take up to 22:00.
You might notice some loss of service while the transfer is happening. Don’t worry, it shouldn’t last long and is a sign that everything is going well.
We recommend switching your device off and on again every now and then to check if the transfer is complete.
You can get a STAC from your old provider by texting STAC to 75075 from the number you want to leave behind. This is totally free.
Please note: If you’ve got multiple lines with your old provider, you may need to contact them directly to get your STAC.
Switching to Three with a STAC is easy.
1. Get a STAC from your old provider
2. Complete our online switching form
Or get in touch and give us your STAC and we’ll do the rest.
To find out if you’ll be charged by your old provider for closing your account, or to see if you’ve got anything outstanding to pay, text INFO to 85075 from the number you want to leave behind. Sending this message is free.
Please note: If you’ve got multiple lines with your old network, you may need to contact them directly for more information.
When you give us your STAC, you must let us know when you want your switch to happen. We’ll contact your old network on that date and they’ll close your account within 24 hours.
The information below applies to customers who gave Three a PAC or STAC on or after 3 April 2023.
If your transfer fails, or is delayed because of us or your existing provider, then you’re entitled to compensation for the period of the delay.
For delays or failures to your agreed transfer date, you’ll get compensation on your Three account within 30 days. This will be added to your account automatically.
If you’re a Pay As You Go customer, your refund will be added as cash credit. And for Pay Monthly customers, it’ll be added to your account as a bill credit.
If you’d like to talk to us about your compensation rights or query a new or existing claim, please contact us.
If you’re a Business customer, the same applies when switching fewer than 24 numbers at one time. To discuss your compensation rights on a Business account, please contact us.
There are some scenarios which wouldn’t be classed as an error by us or your existing provider. They include:
Being abroad when the transfer is supposed to complete – the transfer would be delayed until you return to the UK and reconnect to the Three UK network.
Your new Three SIM wasn’t activated by 17:00 on the last working day before your transfer date.
Incorrect or miss-typed information on the switching request form.
The PAC or STAC given to us had already expired.
If you have a problem with your transfer, please contact us so that we can help as soon as possible. Some of the scenarios where you may be entitled to compensation are:
A transfer that was completed fraudulently or without your consent
Experiencing multiple issues and delays during the switching process
Not being adequately informed about the process
Experiencing unexpected loss of service for more than 1 working day during the switching process, caused by failure or delays to the transfer request.
If you need additional accessibility support for a compensation query, you can arrange to speak to our customer wellness team.
Yes. You can change or cancel a transfer up until 17:00 on the working day before your transfer is due to take place. For example, if your transfer day is a Monday, you can change or cancel the move up until 17:00 on the previous Friday.
To change or cancel your number transfer, please contact us.
Something may have gone wrong during the transfer. Please contact us so we can have a closer look.
Your phone has saved a previously used number – perhaps your temporary Three number.
This can be fixed by updating your device settings. You can find steps on how to do this on our device support page:
Select your phone
Choose Settings from the list of how-to guides
Tap Edit your phone number
If you activate your new Three SIM by 17:00 on the last working day before your number is due to be transferred, it’ll go ahead as planned.
If you’ve not activated it on time, don’t worry. Follow these steps and the transfer will complete within 1 working day. Or 2 working days if it’s after 17:00, over the weekend, or on a Bank Holiday.
To activate your new Three SIM, put it into your device and switch it on. When you see signal bars, that’s your SIM activated. You might need to switch off Wi-Fi to see the signal bars.
Once your SIM is active, you can use it immediately. Or go back to your old network SIM until the transfer is completed.
Your old provider should close your account within 24 hours of the day you asked for your transfer to be done. If that hasn’t happened, please get in touch with your old network directly.
We know that one size doesn’t fit all. We aim to be inclusive and provide the right level of support for every customer.
We offer all non-marketing communication in accessible formats to customers. This includes braille, large print, and print on coloured paper/ We also offer electronic formats to our customers, such as audio
Customers can register for 195 Free Direct Enquiries
Escalated Handset Repair
Third-party management of their account
Interact over Relay UK: Text to Voice and Text to Voice Service
Emergency Services: SMS and 999 BSL UK Emergency Video Relay Service
When you join Three, you’ll be asked if you have any accessibility or vulnerability needs. If you do, it’ll be noted so that our customer wellness team can get in touch to talk through any additional support that we can offer you.
You can find out more about our accessibility services at three.co.uk/accessibility. And more about our vulnerable situation support at three.co.uk/vulnerability.
Any feedback you have helps us make your experience better.
