PAC or STAC – which code do I need?

If you're leaving KCOM, the code you need depends on whether you want to keep your mobile number.

I want to keep my number

You'll need a PAC (Porting Authorisation Code). See article on How to get a PAC code when leaving KCOM.

Give your PAC to your new mobile provider and they'll use it to transfer your existing KCOM mobile number to their network.

You don't need to contact KCOM separately to cancel your service. Your KCOM mobile service will automatically terminate once your number has been successfully transferred.

I don't want to keep my number

You'll need a STAC (Service Termination Authorisation Code).

A STAC allows you to leave KCOM and close your mobile service without transferring your existing mobile number to your new provider.

You can request a STAC by texting STAC to 75075 from your KCOM mobile. Alternatively, you can contact our support team or request a STAC through the KCOM eSIM app. 

I'm not sure which one I need

It's simple:

• Want to keep your KCOM mobile number? Request a PAC.
• Don't want to keep your number? Request a STAC.

Give the code to your new mobile provider, who will arrange the next steps.

eSIM number transfer compensation 

If you’re getting a KCOM eSIM and have asked to keep your existing mobile number, we’ll transfer your number to KCOM as part of the process. If something goes wrong with your number transfer, you may be entitled to compensation.  This could include a delay in your number becoming active on your KCOM eSIM or an issue affecting the transfer of your number. 

If you're experiencing a delay with your number transfer, you can submit a compensation claim using our number transfer compensation form below. We’ll review what happened and confirm whether you’re entitled to compensation. 

Submit a number transfer compensation claim 

Do I need to claim compensation? 

If you believe you’re entitled to compensation, please complete our number transfer compensation form. You’ll need to provide details about your number transfer so that we can review your claim. 

If you need help completing the form or have questions about your number transfer, you can contact KCOM Support. 

How will I receive my compensation? 

Where compensation is due, we'll let you know how much you're entitled to and how this will be credited. 

When compensation isn't due 

Compensation isn't due in every situation where there is a problem with your number transfer. 

We may not pay compensation where the delay or problem was caused by circumstances outside our control, or where you haven't met the requirements needed to complete your number transfer. 

We'll review the circumstances of your number transfer and confirm whether compensation is due.