Swapping mobile phone operators can seem a little daunting, especially if you’ve been with the same network operator for a while.
In fact, moving mobile phone provider is incredibly easy. If you don’t move you could be missing out on some brilliant deals for BT broadband customers, such as BT Mobile’s £7 a month plan, which includes unlimited minutes and texts.*
We’ve got answers to your common questions.
If I move to BT Mobile can I keep my current number?
Yes, but first you’ll need to call up your current mobile provider and ask for a PAC code. They are legally obliged to give this to you within two hours.
PAC stands for ‘Porting Authorisation Code’. This nine-digit code is valid for 30 days and is a method used across the mobile phone industry to make sure no-one else gets your number.
Once you get it, head to bt.com/keepmynumber and log in using your BT ID.
Will I be without a working phone during the move to BT Mobile?
It takes around 24-48 hours to move your number. If you give BT Mobile your number before 4pm on Monday it will be moved on Tuesday; if it’s after 4pm on Monday, it will be moved on Wednesday.
Until the move is completed you can still use your old SIM.
Put the SIM cards in your phone and they will both work, but calls to the number which is being moved will go to your old provider’s SIM until the move is complete.
Do I need to unlock my phone to move to BT Mobile?
If you are moving to a BT Mobile SIM-only plan and bought your phone from another mobile network it may be locked, so it will only work with SIM cards from that network.
To unlock your phone you’ll need to contact your old provider: many have online forms you can fill in, which makes it a very easy process. Use the following links: EE/Orange/T-Mobile, O2, Three, and Vodafone.
Make sure you have the details of your phone to hand, such as the make/model and IMEI number, which you get by dialling: *#06#
To find out if your phone is locked, try putting your BT Mobile SIM in and turn it off and on, if you can’t see the BT logo your phone is probably locked.
We suggest you try this first if possible and if you think your phone is locked, get it unlocked before you complete your move to BT Mobile so you aren’t without service.
Will my BT Mobile SIM card fit?
SIM cards come in standard, micro and nano sizes.
If you want to keep your existing phone and get a SIM-only plan with BT Mobile you’ll need to make sure you use the right size of SIM.
BT Mobile sends customers triple SIM cards, which include standard, micro and nano SIMs, so simply insert the correct one for your phone.
If you lose your SIM or it’s damaged you can order a new one at www.bt.com/replacesim
How do I know when I’ve swapped from my old provider to BT Mobile?
The move can happen any time between 11am-6pm.
BT Mobile will send you a text to let you know the move has been completed.
When you get the message, take your old SIM out and put your BT Mobile SIM in your phone; all calls to and from your number will then be on BT Mobile.
Later that day your service with your old provider will finish.
How can I save my contacts and photos?
If you are getting a new phone, you might be worried about losing contacts. Modern smartphones have built in tools that make it very easy to back up the contents of your device including: numbers, videos or photos.
Android: Back up your contacts using Gmail and photos to Google Drive.
Read more in our article: How to backup your smartphone and tablet
When you get your phone, sign in using your Google ID (this is the email address and password you use to download apps) to access your content.
Apple iPhone: Back up your phone using your iCloud account - discover how to do this.
When you get a new iPhone, log in using your iCloud account and your contacts will be there.
Windows Phone: Back up by going to Settings – Backup. When you get a new Windows phone, sign in with Outlook and you’ll be able to get access to everything.
Worried about not being able to use your new phone?
If you’re joining BT Mobile on a Pay Monthly contract and getting a new phone, you might be a little apprehensive about having to get used to new the layout and features.
Don’t worry, to help BT Mobile has a selection of comprehensive How To guides for all the major handsets covering features such as memory and storage, camera, email, wi-fi and security.
Each guide is interactive, with step-by-step instructions showing you exactly what you can do.
How can I tell how many minutes I’ve got left?
BT Mobile makes it very easy to find out how many minutes or how much data (what you use to go online away from your home network) you’ve got left, whether you’ve got a SIM-only or Pay Monthly plan.
Log into BT.com/mymobile to view detailed information about your plan, including what you’ve used and what is remaining
BT Mobile will send you a text when you have used 80% of your allowance and again when you reach 100% of your allowance.
For answers to common questions about BT Mobile head over to Get up and running with BT Mobile.
Brighten up your winter with our 30-day money-back guarantee
Try BT Mobile for 30-days and we promise to give you your money back if you are not delighted.
Just tell us within 30 calendar days of placing your SIM only or Family SIM order and we’ll refund your first monthly plan charge and cancel your contract. You won’t have to pay a fee for cancelling either. You won’t be refunded for any extra services you’ve used outside your monthly plan allowances.**
*£7 a month for BT Broadband customers **Terms and conditions: 30 day money back offer: Offer available to new BT Mobile SIM only and Family SIM customers and existing BT Mobile customers purchasing an additional SIM. Offer limited to one SIM only or Family SIM plan per customer. This offer does not apply to handset plans, and does not apply to regrades. If you regrade your SIM bought during the 30 day offer period, the start date of the offer period will remain the same (the date at which you placed your order for the original SIM). A 12-month minimum term applies. If you’re not happy with BT Mobile for any reason, just call us on 0800 800 150 within 30 calendar days of placing your order and ask us to refund your first monthly plan charge and cancel your contract. Your refund will be processed on your next bill date. You won’t be refunded for services you have used outside your monthly plan allowance and you’ll be charged for these at the rates shown in the Tariff Guide at bt.com/tariffguide. We’ll confirm when your contract has been cancelled and you won't have to pay a fee for cancelling early. You won’t be entitled to a refund if you’ve acted in breach of the BT Mobile terms and conditions at bt.com/legalstuff, for example if we suspect fraud or any other unauthorised activity. This offer doesn’t affect your statutory rights/any other legal rights that you may have.