When you move (port) a number to or from Widely, it should move on the agreed date:
- Mobile numbers: no later than one working day after the new provider receives your PAC.
- Other numbers: one working day after the move is ready.
If we don't meet our obligations under Ofcom's switching rules, we'll compensate you. Widely doesn't use engineers or installation appointments, so there are no missed-appointment payments.
When you're entitled to compensation
- Your move is late and you didn't ask for a later date.
- You lose service for more than one working day while your number moves.
- We don't give you your PAC or STAC on time, or we delay your move away from Widely.
- Your number is moved without your consent.
- We breach another of Ofcom's switching rules (General Condition C7).
What you'll get
- Late move, loss of service, or a delayed move away: the daily cost of your number with us, for each full day of delay.
- For a number with a rental, that's the rental for one period divided by 30.
- For pay as you go, it's the higher of your average daily spend on that number over the last 90 days and its monthly rental divided by 30. If we have no spending history for you, we use our average daily revenue per pay-as-you-go customer.
- Number moved without your consent: the daily cost of your number for each day it was away from you, plus any early termination charge and any extra costs your previous provider charged you because of the move (send us their bill). We'll also refund anything we charged you for that number.
- Any other breach of the switching rules: one day's cost.
How to get it
- You don't need to claim. When our systems show a late or failed move, we pay automatically.
- If you think we've missed something, tell us in the support chat in the Widely app, by email to info@widely-mobile.com, by phone on 0161 820 0635, or by post to Widely Mobile Ltd, Suite 6, The Belmont, 89 Middleton Road, Manchester M8 4JY. Tell us the number and what went wrong. For an early termination charge or extra costs, send a copy of the bill.
How and when we pay
- When: within 30 calendar days of the move completing or being cancelled, or of you telling us, if we didn't already know.
- How: as credit to your Widely wallet. If you've left Widely or are leaving, or if you ask, we'll pay it to the card or account you paid us with instead.
- Compensation credit is yours: if you close your account, any balance is refunded on request.
Not happy with our answer?
Please use our Complaints Code or call us on 0161 820 0635.
Version 1.0, 25 October 2026. Widely Mobile Ltd, company number 16711289.