Porting a landline or mobile number away from ONSIM does not constitute a cancellation of your services or your agreement. To fully close your account and stop future billing, you must follow our formal deactivation process.
The Key Rules
Continued Billing: If you port a number away but do not submit a valid cancellation request, your ONSIM services remain active. You will continue to be billed according to your contract terms until a formal request is confirmed.
No Automatic Refunds: We do not issue refunds, credits, or waivers for any period prior to your Effective Cancellation Date.
Notice Periods: All contract notice periods (e.g., 30 days) begin on the date we receive your written cancellation request via email, not the date your number was transferred to another network.
🛡️ Why are they separate?
We keep these processes separate to protect your business:
Safety: If we cancelled your account automatically the moment a port request was seen, and that port failed, you could lose your phone number permanently.
Multi-Line Accounts: Many of our customers port one number away while keeping other numbers, extensions, SIMs, or landline services active.
✅ How to Cancel Correctly
To ensure a smooth exit without unexpected charges, follow these steps after or during your porting process:
Submit Request: The fastest way to cancel is via your Online Dashboard (Settings > Miscellaneous > Request to close account) or by emailing support@onsim.uk.
Receive Confirmation: Our team will acknowledge your request and provide you with an Official Cancellation Date.
Final Bill: You will receive a final invoice covering any usage up to your official end date, including your notice period.