We can you back on track. Firstly, let's see if you're within the porting timescales.
Porting your number can take up to 1 working day to be completed, and we'll text and email you to let you know when it's complete. Here are some helpful porting guidelines:
- If you request to port before 4pm Monday to Friday (excluding bank holidays), your number should be moved by 5pm the next working day
- If you request to port after 4pm Monday to Friday (excluding bank holidays), your number should be moved by 5pm the day after the next working day
- If you request to port after 4pm Friday (excluding bank holidays), your number should be moved by 5pm Tuesday the following week (excluding bank holidays)
Porting can take place in stages. For example, you might stop receiving calls on your SIM, and still be able to send text messages. It's best to allow the full timescale for the process to complete.
You can keep your old SIM in your phone until this happens. Once the service is cut off, it's time to use your Superdrug Mobile. Yay!
If the timescales have been passed
If you've allowed the timescales for porting, and you don't think everything's moved across, try turning your phone off and on again.
If your port should've been completed by now and hasn't, or you received a message from us saying it was complete and it isn't, fire up a web chat and we'll check all the necessary parts our end.
Need more help?
You can contact us via web chat – we love to chat! Web chat is available 8am-8pm, 7 days a week (excluding Bank Holidays).
If you need help outside of these times, you can still submit your question via web chat and leave your email address or mobile number. We’ll reply as soon as possible.