Telecoms and broadband help

PAC is used to transfer an existing mobile number from one provider to another, stopping the service with the current provider.

A STAC is used to stop the service with the current provider, the existing mobile number is not transferred to the new provider. A new mobile number will be provided by the new provider.

Switching Information consists of any early termination charges, any credit balance for prepaid services, information on any handset charges, a web-link to the existing provider’s online portal and information on your right to compensation in relation to the switching process. 

Our team will give you the opportunity to give us your PAC or STAC when agreeing the contract. Alternatively, you can fill out our online form to send us your PAC, click here to find our form.

If you give us your PAC or STAC at the point of sale we will switch your service to Clear Business within 1 working day of the SIM card being activated.

If you do not have your PAC or STAC at the point of sale you can give it to us during your SIM activation or by calling 0333 241 4110. After the SIM card is activated we will switch your service within 1 working day of the PAC or STAC being given to us.

You may be awarded compensation if the transfer of your service is delayed and/or you experience a loss of service during the transfer period. For full information please see our switching and porting compensation FAQ, which you can find below.

Here at Clear Business we do everything we can to ensure that the transfer of your services is as smooth as possible. However, if something does go wrong, our Switching and Porting Compensation Policy ensures that customers are fairly compensated.

You may be awarded compensation if: the transfer of your service is delayed; you experience a loss of service during the transfer period; or your service or installation appointment is missed by the engineer.

Each business is unique so the amount of compensation we apply will be reviewed on a case-by-case basis. When compensation is awarded, it will be credited to your Clear Business account and you’ll be able to see it on your next invoice.

Where things do go wrong, we aim to resolve issues quickly. Please speak to us on Live Chat or call us on 0333 014 3131. Our Customer Service lines are open Monday to Friday, 9am to 5pm. You can also find out more about our complaints procedure here.

If you are thinking of leaving Clear Business Mobile, we would love to speak to you first so please call the team on 0161 946 4443. If your mind is already made up, you have the following options:

Text message – for 1 mobile number only

You can obtain a PAC, STAC or Switching information within 2 working days by texting ‘PAC’ to 65075, ‘STAC’ to 75075 or ‘INFO’ to 85075 from the number that you wish to switch.

Phone 

You can call us on 0333 014 3131. For one mobile number only, we will provide you with a PAC or STAC immediately, or within 2 hours by text message where this is not possible.

If you want a PAC or STAC for 2 to 24 mobile numbers you will receive the codes within 2 hours by text.

You can request your switching information for up to 24 mobile numbers, we will provide this by text message or online within 2 working days.

Livechat

Alternatively, you can provide us with your PAC code via our Livechat function. Just click on the speech bubble at the bottom right of this screen.

Yes, you can take advantage of the online tools we offer by signing up to Customer Zone. This will give you access to your bills online, you can test your telephone line for faults, and you can benefit from the ongoing introduction of new tools we are developing to manage your account. 

And if you’re always on the go, you can simply message us on WhatsApp.

If you are unfortunate enough to experience a telecoms fault, you can report the fault online by logging in to Customer Zone, WhatsApp or by calling our customer service team. We will carry out live line tests and advise you on any simple equipment checks you can carry out yourself. Alternatively, to see if there are any major issues in your area that might be affecting services, use the below online checker by simply typing your postcode in to the box. If a major problem has been identified in your area you’ll see what’s caused it, when it was reported and an indication of when it should be fixed. 

Local network status checker 

If following these checks the fault is still present then, following time related charge confirmations, we will liaise with Openreach engineers on your authority to rectify the fault as soon as possible, keeping you fully updated every step of the way. On certain occasions it may be possible to offer you a temporary call diversion facility. 

A temporary call diversion (TCD) is a facility where you may divert all your calls from your faulty line to a destination number of your choice until the fault has been resolved. 

The temporary call diversion facility has a setup fee of £13.32, and then the cost of all diverted calls received as detailed on your Charges Schedule. This will be discussed at the time of your time related charges agreement upon the logging of your fault with Openreach. 

Here at Clear Business we do everything we can to ensure that the transfer of your services is as smooth as possible. However, if something does go wrong, our Switching and Porting Compensation Policy ensures that customers are fairly compensated. 

You may be awarded compensation if: the transfer of your service is delayed; you experience a loss of service during the transfer period; or your service or installation appointment is missed by the engineer.

Each business is unique so the amount of compensation we apply will be reviewed on a case-by-case basis. When compensation is awarded, it will be credited to your Clear Business account and you’ll be able to see it on your next invoice.

Where things do go wrong, we aim to resolve issues quickly. Please call us on 0333 014 3131 or use our Live Chat service by clicking on the speech bubble below. Our Customer Service lines are open Monday to Friday, 8am to 6pm. In addition, full details of our complaints procedures, including information on our ADR Scheme can be viewed here.

Where we provide you with the Broadband Back-Up service, you will be automatically connected to the 4G network in the event that your fibre broadband connection fails. If your Broadband Back-Up service does not automatically connect within 30 minutes of your fibre broadband connection failing, you can claim a one-time credit of £60. This credit will be added to your invoice and offset against future charges. To be eligible you must comply with the terms of your Contract for the Broadband Back-Up service. You are limited to one compensation claim during your Minimum Period. Credit to be applied after the fibre broadband connection has been restored.

Time related charges (TRC’s) are possible charges we must inform you of before proceeding to log a fault with Openreach. If work of any kind is carried out by an Openreach engineer to rectify your fault, and the fault is found to not be the line, but with your equipment itself, you will be charged a call out fee of £125 inclusive of the first hour and £120 for every hour thereafter dependant on your line type. If the fault is found to be with the line itself, then these charges will not apply. It is therefore vital you fully test and check all onsite equipment thoroughly before proceeding with the logging of your fault. 

Openreach support communication suppliers like Clear Business by providing and maintaining the access network, allowing us to provide a service to you. Openreach provide this service to Clear Business, BT Retail, and other suppliers in a like for like manner. 

As your service provider, Clear Business will liaise with Openreach on your behalf to resolve the issue as a matter of priority based on your selected care level in exactly the same way as any other supplier. The advantage of reporting your fault with Clear Business however, is that we will log your fault with Openreach engineers immediately without delay for you. 

A Care Level is a level determining the speed in which your fault will be responses to by Openreach.  Clear Business offers a number of types of different Care Levels and you can review each care level here  and its associated cost on the Charges Schedule here. If you require more information, please call 0333 014 3131.

By calling our customer service line: 0333 014 3131, our advisors will be happy to discuss your requirements. 

This depends completely on the nature of the fault. All faults will be responded to as priority according to your care level. Fault resolution times all vary depending on the necessary work required. We will however communicate directly with Openreach at regular intervals to seek a resolution as soon as possible, and keep you fully updated on the progress of the fault.

Clear Business do not offer compensation of any type. A fault can occur for no apparent reason or cause whatsoever at any time. We do however sympathise, and offer the best level of response to all our customers experiencing a fault, and endeavour to resolve the fault as quickly as possible, with minimal inconvenience and disruption. 

The Telephone Preference Service (TPS) helps to ensure your telephone number is no longer available to organisations who contact you with offers you do not wish to receive. Registration is free and can be completed by visiting the TPS website. 

Beware of recorded messages offering prizes or other incentives, claimable only by calling 090 numbers. These calls can be very expensive and there is no guarantee of a prize. 

If you are unsure about a premium rate charge on your telephone bill you can check with the Phone-Paid Services Authority, a telephone watchdog. For more information please visit: www.psauthority.org.uk. 

Dial 141 before entering the telephone number you wish to dial to withhold your telephone number. 

If you’re charged an Early Termination Charge (ETC) we’ll pay up to a maximum of  £300  into your bank account. Send us your final invoice from your previous supplier and we’ll make payment to your bank account within 28 days.¹ 

Tariff information is available in the Charges Schedule. View the schedule here.

When we install/transfer your telecoms service, your supply address will be shared with the ‘Emergency Database’. This is used by the police, fire, and ambulance services to locate you in an emergency. 

If you’ve taken a Digital Voice service, the supply address should be the premises from which you mainly operate your business. If you change address, your business name or your business signage, it’s important you tell us, so we can update the emergency database. 

You can do this by contacting our team on  0333 014 3131  Mon-Fri, 9am – 5pm.