Help & Support

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Frequently asked questions

If your new phone takes a different sized SIM you’ll need to keep the new SIM in your new device and Text SWAP to 23424 from your original SIM card.

If your new phone takes the same SIM card size as your current SIM card, you don’t need to do a SIM swap. Just take your current SIM card and put it in your new phone.

More about SIM swaps

Once you’ve given us your PAC or STAC code from your existing network, we’ll complete your switch to Tesco Mobile within one working day, if you give your PAC or STAC code to us before 6pm Monday to Thursday. Otherwise it may take longer, particularly on bank holidays. The most time you’ll have to wait is 5 days. This is the same for all mobile networks.

Switching Help

If you think you’ve been a victim of fraud, please get in touch with us as soon as possible, using one of the methods detailed in the first paragraph on this page. As well as asking you for your contact details, we’ll also ask you for as much info about the incident as possible, including any mobile or account numbers you may have received communications for (texts, emails, etc), and any crime or Action Fraud reference numbers.

If money has been taken from your bank account or someone has used your credit card without your permission, make sure to let your bank or card provider know as soon as possible. They’ll stop any further use, and they’ll tell you how you can get your money back. You should also report this to Action Fraud as soon as possible.

For more information see our customers impacted by fraud help page.