topic Re: I desperately need to reactivate my old number in Account and services

I desperately need to reactivate my old number

Tinytimmi — Tue, 28 Jan 2025 15:35:39 GMT

I am on a phone contract and recently decided to change my number back in November. My phone then had to be repaired and now I can't log into my email address which is very important. As it was set up on 2-step verification. Without access to this email address I now can't log in to other various platforms. This has really effected me, I desperately need my old number back so that I can access these, even if this means having two numbers on a contract. Please help! p.s i've tried other ways to gain access and everything has failed, this is my only hope!

Re: I desperately need to reactivate my old number

jr0 — Tue, 28 Jan 2025 16:45:21 GMT

Hi @Tinytimmi

if it can be done yoou better chat ot ring three support. However for the obvious reasons you might have to go through a series of hoops

Re: I desperately need to reactivate my old number

jr0 — Tue, 28 Jan 2025 18:38:39 GMT

updating wrong post, sorry N/A

Re: I desperately need to reactivate my old number

JonathanB — Wed, 29 Jan 2025 15:25:47 GMT

Hi @Tinytimmi,

I'm sorry to hear you've lost access to your number. Can you help me understand what's happened in a bit more detail? Did you cancel the associated plan for the number in question, port another number onto that SIM, or did you specifically request that we supply you with a new number instead for the same plan?

If your SIM has been misplaced, for example when the phone was being repaired, then that shouldn't affect the underlying account, you should be able to request a replacement SIM still. You can do this through customer services, or by popping into a Three store with your photo ID. If it's one of the other scenarios I described above, let me know a bit more and I'll check if there's any options to help.

Thanks,
Jonathan

Re: I desperately need to reactivate my old number

Tinytimmi — Thu, 30 Jan 2025 09:53:12 GMT

Hello, thanks for taking your time to reply. I took out a Three phone contract a while ago and the number i'd like to get back is the number/sim that came with the phone contract. I recently bought a gold number back in November and had my Three number replaced with the gold number.

I had to have my phone repaired but they couldn't repair it so I ended up getting it replaced, through my insurance, not Three. After, I then realised I could not log into my emails as i have 2-step verification turned on. I can pass the 1st part, but the second part the only way is to have access to my old mobile number as that is what is still on the account.

Thanks