topic Three have lost my original number after port gone wrong in Account and services

Three have lost my original number after port gone wrong

Borse2008 — Mon, 24 Feb 2025 18:13:30 GMT

So my dad has gone into three for a phone upgrade as he needed a new phone. Goes into three store and the sales rep sells him a complete new deal that he didn't need. He was on a consumer deal now they have sold him a new phone and some other extra lines for his wife and partner with some new phones and tablets thrown in.

They sold or upgraded his tariff to a new business contract and when he left the store walked out without the port successfully going through.

So he calls me I go around to figure out what's happened and he said yep they said the port of my Three UK number hasn't come across and they have provided me a temp SIM and number. Obviously making transferring of things and logons difficult as my dad's number is linked to everything.

Weekend comes I do a a device to device transfer and attempt to fix the problem by calling 333. The line goes through to Business support where they are useless and know nothing about what has happened. I tell them the story they said they can't speak to me as it's a consumer number and can't find the number. I then speak to consumer support they find the details and they liaise together reactivate the number and do the transfer to the right number.

Monday morning comes still not activated. Dad went into three today taken 3 hours out of his day no one knows where the number is no one can find it on the system.

I'll update you on tomorrow on latest.

Re: Three have lost my original number after port gone wrong

Paddiewack — Mon, 24 Feb 2025 20:39:56 GMT

On face value it’s appalling and I wish you well and will await the update. Just as an aside you could always instigate a complaint via the Three homepage if you have no joy . Not much I know but it’s all I can suggest.

Re: Three have lost my original number after port gone wrong

Borse2008 — Mon, 24 Feb 2025 20:58:18 GMT

Thankfully we personally know the person in the retail store and even he was shouting down the phone to the Three internal staff members im looking for a moderator on here to reach out as this is really common with three. The poor thing is this is a Three to Three port.

Re: Three have lost my original number after port gone wrong

JonathanB — Tue, 25 Feb 2025 16:14:30 GMT

Hi @Borse2008,

I'm really sorry to hear about your Dad's experience. If I've followed correctly then the end result is that he's now on a Business plan, but is still waiting for his old number to be available again?

Correcting this would require help from our Business teams. He can find all the ways to contact them here. This page also has a link to raise a complaint if he's unhappy with how the firstline teams are handling this so far.

Please let us know how he gets on when in touch with the team.

Thanks,
Jonathan

Re: Three have lost my original number after port gone wrong

Borse2008 — Tue, 25 Feb 2025 18:49:38 GMT

Update to this. Third day in the store all thesenfalse promises and temp numbers and esims still no port. Been told number has been ported to an esim the number is still dead.

Re: Three have lost my original number after port gone wrong

Borse2008 — Wed, 26 Feb 2025 08:52:09 GMT

Update from last night is again at the store manager was in and they have found the old number and have specifically said that they are porting it to an esim and it should be on the phone within an hour this was yesterday and still hasn't come through.