AutoSwitch, also known as PAC by SMS, is new legislation being implemented from 1st July 2019 throughout the Mobile industry and is aimed at simplifying the process of changing providers for mobile users. Here’s a simple overview of how it will work:
Customer requests the switching code by texting a free number, going online or calling their provider.
Customer receives the code along with important account details, e.g. any outstanding charges owed.
When the customer is ready to switch, they give the code to their new provider.
Service is switched within one working day. The old service ends on the same day and there are no notice period charges to pay.
A customer can request a PAC by texting 65075, a STAC by Texting 75075 and Switching Information only by texting 85075. They can also request via online account management portals or by phone.
A response from the provider, via the means requested or by SMS, detailing all required information including codes and related charges must be provided to business customers within 2 working days, or within 2 hours if the customer has a consumer agreement with their provider.
Once the customer has been issued with a PAC or a STAC it is then the customer’s responsibility to give this to their new provider, the codes will only be valid for 30 days.
It will be the new provider’s responsibility to either take ownership of the existing mobile phone number using the PAC, or to provide a new mobile phone number and ensure the old number is disconnected via the old provider by using the STAC. Either process must be actioned and complete within 1 working day of receiving the relevant code from the customer.
If you are a registered DWS partner, you can also retrieve PAC, STAC and Switching Information by calling our Mobile support team on 0330 100 1233 or by securely accessing our portal. We can also provide new partners with information on how we can help you support AutoSwitch for your customers, on request. If you have any other questions around this, or any other Digital Wholesale Solutions service, please contact us.