The end of a fixed term does not necessarily stop service or charging that day, and a successful port does not settle the old account. Decide whether to keep the number, stop service or accept a new term, then confirm the operator's procedure. If retaining a mobile number, do not terminate it first and seek porting afterwards: a terminated number may already have been returned for reassignment.
What to have ready
Distinguish term expiry from service continuation
Obtain the current contract and expiry information. Check whether service continues monthly, which charges and benefits change and whether renewal has already been agreed. OFCA explains industry-code safeguards concerning confirmation, expiry information and termination. This is a voluntary industry code for personal or residential users and specified contracts, so do not apply it as universal wording for every business agreement.
Compare the proposed term, total charges, handset subsidy and add-ons and request written confirmation. Ambiguous acknowledgements on a call can create disputes, so state clearly whether you accept. If a renewal notice does not reflect your agreement, promptly ask for the consent record and correction or cancellation procedure and preserve call times and replies.
Apply through the new operator to retain a mobile number
Under OFCA's mobile-portability guidance, apply through the new operator with details matching the existing account. Successful porting terminates the previous mobile service without a separate prior cancellation of that number. Check outstanding amounts and any early-exit liability nonetheless; completion of the technical transfer does not establish that no contractual payment remains due.
List broadband, shared plans, extra SIMs and third-party subscriptions on the account and ask what happens to each when the main number leaves. Confirm the cutover period, backup connectivity and banking-message needs, with the account owner performing verification directly. Fixed-line and broadband changes follow their own procedures and should not be treated as identical to mobile porting.
For cancellation, obtain confirmation and equipment receipts
- Submit the required termination notice and save acknowledgement or reference, confirming the service-stop date. The code addresses expiry notice and convenient procedures; ask the operator to explain a conflicting requirement.
- Return routers or other equipment as instructed and obtain a receipt. Reconcile the final bill, deposit and automatic payment. Unplugging equipment or cancelling a bank mandate alone does not establish service termination.
Example: a successful port with a continuing family SIM
Kin's main-number term expires at month end. He confirms the port date with the new operator and asks the old operator about early-exit charges and a supplementary SIM. That SIM continues after porting, so he cancels it under its own terms and keeps confirmation. For a disputed final bill he compares each service and date instead of rejecting every old-operator charge.
Start with the operator's complaint procedure and seek OFCA or Consumer Council assistance according to the issue; check available mediation for billing disputes. An enquiry does not itself suspend payment obligations. Ask for an approved arrangement for the disputed amount while the account is investigated.
Port before terminating a number you want to retain; reconcile service, term, balance and equipment individually.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.