You can find our handy coverage checker here

Yep. If your mobile supports 5G, you’ll automatically connect to 5G in coverage areas.

AO Mobile is just our mobile network, but you can find our range of the latest handsets over at ao.com.

If you’re ordered a physical SIM, it will arrive via Royal Mail in 1-2 working days. If you’ve ordered an eSIM, you’ll receive it in your inbox within an hour, with instructions on how to set it up.

Yes of course! Just open your SIM tray and remove and replace your old SIM. Just make sure it’s the right way round.

If you’ve chosen a physical SIM, just pop the SIM into your phone, switch it on, turn off your WIFI and make a call. This will register your SIM on our network, and you should be good to go after this!

For an eSIM, using the QR code that we've emailed:

1. Go to Settings or Mobile Data
2. Tap Add eSIM or Add Mobile Plan
3. Scan the QR code, or click through from the email
4. Follow the steps on screen to finish activation

Then turn off your WIFI, make a call and you should be all set!

You’ll get a text message once we’ve detected your SIM on our network. You just need to be in an area that our network covers so if it’s taking a while, you might need to restart your device or see if you can pick up signal somewhere else.

It’s a really simple process. You just need to ask your existing network provider for a Porting Authorisation Code (PAC) by texting 67075 from your existing number. You’ll receive the PAC via text message.

If you do this when you’re buying your AO Mobile SIM, you can give us the code when you place your order, and we’ll be able to start the transfer process as soon as your new SIM is activated. Your switch should then be completed within 1-2 working days. Don’t worry though, your old number will be active until the switch is complete.

If you request a PAC code after your AO SIM arrives, you’ll need to give it to us within 30 days. You can do this really easily by logging into your My AO Mobile account and heading to ‘Switching’. We’ll then start the transfer process, and your switch should then be completed within 1-2 working days. Don’t worry though, your old number will be active until the switch is complete.

If you have any problems requesting a PAC from your existing network, you’ll need to give them a call.

In most cases, it takes 1-2 working days. But, if it happens over a weekend or a bank holiday, it could take a little longer.

Yes, there is. If you cancelled your contract with your previous provider without requesting a PAC, then you have 1 month to request it. If you have already requested a PAC, it's valid for 30 days. If it expires, you can request a new one, but you'll need to provide it within 30 days to keep your number.

PACs last 30 days. If yours has expired, simply request a new PAC in the same way by texting PAC to 65075. Remember: you only have 30 days after cancelling your contract with your previous provider to transfer your number over.

A STAC code (Service Termination Authorisation Code): For closing your old mobile account and getting a new phone number.

A PAC code (Porting Authorisation Code): For Keeping your old number when switching to a new network.

You need a STAC code when you want to switch mobile networks and get a new phone number while also closing your old account and number down in the process. STAC codes can be requested from your current provider by texting STAC to 75075 (this number can vary by network so check with your current provider). You then give the code to your new provider to start your new service and cancel your old one.

Your provider must send your STAC and any other info on potential charges within 60 seconds by text message or 2 working days if you requested online or over the phone. The code is valid for 30 days.

Text INFO to 85075 to find out your contract status and any early-termination charges.

No you don’t. Once you give us your PAC or STAC code, we’ll handle the switch and cancel your old service. Remember: You may still receive a final bill or any early termination charges if you’re leaving your contract early.

Just keep using your existing SIM as normal until it shows as No Service on your phone’s screen. Then insert your new SIM card. A brief loss of service is normal during the switch, and you may just need to restart your phone.

PAC (keeping your existing number): Text PAC to 65075 – valid for 30 days. Standard porting time within 1 working day after giving us the code. 

STAC (not keeping your existing number): Text STAC to 75075 (number can so check with your provider before texting) 

INFO (finding out status of your contract): Text INFO to 85075

Our phone lines can be really busy, and we hate keeping you waiting so managing your plan can be done really easily through your My AO Mobile account.

If you do need to speak to a member of our team, get in touch on 2626 from your AO Mobile phone, or call 01204 672626.

Delays are usually due to mismatched account info (name, account number, date of birth), a pending balance, or missing info as part of the request. 

Here’s what to try:  

1. Contact us to check the status and any error codes.
2. Confirm that your details with your old network exactly match their records.
3. Restart your phone after we confirm the port has completed. 

Messages can sometimes lag behind calls after switching over. Try:  

• Turning iMessage/RCS off, waiting 30 seconds, then on again. 
• Restarting your phone and checking you’re on the AO Mobile network.

If you’ve transferred your number and you’re experiencing issues with iMessage or FaceTime, such as messages or calls showing your temporary mobile number and activation errors like ‘Activation Unsuccessful’, we have some steps to follow to help you fix it.   

Step 1: Update your software  

Keeping your iPhone up to date ensures you have the latest features, security updates and bug fixes. You can do this by:   

1. Open Settings  
2. Tap General  
3. Tap Software Update  
4. If an update is available, tap Download and Install or Install Now 
5. If you see “iOS is up to date”, you’re all set.  

Step 2: Check your Date & Time settings  

iMessage and FaceTime need accurate date and time settings to work properly.  

1. Open Settings
2. Tap General  
3. Tap Date & Time  
4. Make sure Set Automatically is turned on  

Step 3: Input your mobile number again  

Quite often, re-entering your number can resolve activation issues.  

1. Open Settings  
2. Scroll down and tap Phone  
3. Tap My Number  
4. Enter your number using +44 instead of the first 0  
5. Tap Save  

Step 4: Reset your iMessage and FaceTime apps  

This refreshes your connection with Apple’s services. 

1.  Go to Settings > Messages and turn iMessage OFF  
2. Go to Settings > FaceTime and turn FaceTime OFF 
3.  Restart your iPhone  
4. Once it’s back on, turn both iMessage and FaceTime back ON  

You might see “Waiting for activation” for a few minutes, but don’t worry - this is normal. To check progress, go to Settings > Messages > Send & Receive and look for a tick next to your number.  

Step 5: Remove any old SIM profiles  
Your iPhone can get confused if an old SIM or eSIM is still active.   

• If you used a physical SIM:  
  Turn off your iPhone and make sure only your current SIM is in the tray  
• If you used an eSIM:  
  Go to Settings > Mobile Service, select any old profile and tap Delete eSIM  

If you recently replaced your eSIM, it’s best to delete the old one first if possible.   

Still having issues?  

You might need to fully reset your iMessage and FaceTime connection. Follow the next steps carefully.  

Step 6: Deactivate iMessage and FaceTime  

This removes your number from your Apple ID.  

iMessage:  

1. Go to Settings > Messages > Send & Receive  
2. Tap your Apple ID and select Sign Out  
3. Turn iMessage OFF  

FaceTime:  

1. Go to Settings > FaceTime  
2. Tap your Apple ID and select Sign Out  
3. Turn FaceTime OFF  

Step 7: Force a restart of your iPhone  

1. If using a physical SIM: Remove it, then reinsert the tray  
2. If using an eSIM: Go to Settings > Mobile Service and switch the line OFF  

Now force restart: 

1. Press and release Volume Up  
2. Press and release Volume Down  
3. Press and hold the Side button until the Apple logo appears  

After restarting: 

1. Connect to Wi-Fi  
2. Wait around 30 minutes  
3. Reinsert your SIM or turn your eSIM back ON 

You can check your number is linked by going to:  

Settings > [your name] > Sign-In & Security  


Step 8: Reactivate iMessage and FaceTime  

1. Go to Settings > Messages and turn iMessage ON  
2. Tap Send & Receive and select Use your Apple ID for iMessage  

Repeat for FaceTime:  

1. Go to Settings > FaceTime and turn it ON  

Please note: Activation is usually done really quickly, but in some cases, it can take up to 24–48 hours.  Avoid turning settings on and off during this time as it may reset the process.  

Step 9: Reset network settings (as a last resort)  

If the issue persists, resetting your network settings can help.  

1. Open Settings  
2. Tap General  
3. Tap Transfer or Reset iPhone  
4. Tap Reset 
5.  Select Reset Network Settings  

It’s really important to know that if you do reset your network settings, it will remove saved Wi-Fi networks and VPN settings, so you’ll need to reconnect afterwards. Your personal data (apps, photos, contacts) won’t be affected.  

If the steps above don’t resolve the issue, give us a call on 01204 672 626.