topic Re: Split port from EE in Account and services

Split port from EE

adam190 — Wed, 03 Sep 2025 15:29:44 GMT

I joined Three on the 28/8/25 and immediately requested a port in from my current provider (EE) i received a text to state this would complete on the 1/9/25. Nothing happened on this day untill later that evening, i received a text from Three to state that there had been a technical delay and i may be entitled to compensation.

Since then i have been stuck with a split port. I can make outgoing calls, but incoming calls go to my old provider (EE) as the sim is still active. i also can't send or receive any SMS messages but for some reason Three can message and call me fine. Live chat is absolutely diabolical, i have been told several times the port in is complete (clearly not) and others tell me it will be done tomorrow.

This is not a very good start for Three. i am begining to regret swapping to this network. Can anyone help with this issue? as it seems to be impossible to speak to an actual human being over the phone.

Re: Split port from EE

Clever-Trevor — Wed, 03 Sep 2025 16:08:17 GMT

I would never leave EE ( top tier ) for Three …, that was a bad move; you are learning the hared way unfortunately.
However, I hope they ( eventually ) fix it for you but you need to give them lots of time.
Good luck to you

Re: Split port from EE

adam190 — Wed, 03 Sep 2025 17:15:00 GMT

Thanks, I am going to try and cancel the port over.. my EE sim is still fully active. I have noticed the coverage is much worse than EE too

Re: Split port from EE

jr0 — Thu, 04 Sep 2025 07:00:56 GMT

I reckon you going to have to get the ported completed and then port back to EE...
I keep saying porting in UK is a convuluted process for the UK operators... if one of the operators is having porting problems it affects all/most terminated calls and sms.
@adam190 I could bet that you are likely to receive calls and sms from other people in 3...

good luck

Re: Split port from EE

MichaelP — Thu, 04 Sep 2025 08:19:08 GMT

Hello @adam190,

Welcome to the Three Community, and it's disappointing to hear you've had these problems since arranging a port-in to Three.

I'm keen to make sure we support you with this but see that you were trying to cancel the port-in and return to your previous network provider.

Have you been able to complete this cancellation?

Thanks,
Michael

Re: Split port from EE

adam190 — Thu, 04 Sep 2025 09:22:05 GMT

You are correct, EE inform me the port will have to go ahead and then port back in, great 😩. Yes other 3 customers go to my new sim while everyone else goes to my EE sim.. I have never had this problem while porting before, it's usually complete within a couple of hours.

Re: Split port from EE

adam190 — Thu, 04 Sep 2025 14:35:53 GMT

Hi Micheal,

No, EE have informed me I cannot cancel this request to port to three now because it is already in progress.

My only option now is to wait for three to complete and then port back to EE. Unless there is a way to cancel and reverse what has already happened.

Re: Split port from EE

jr0 — Fri, 05 Sep 2025 07:37:51 GMT

sounds like your number it is orginally from EE, and therefore EE will know where you are ported to at anytime. So it sounds to me that EE may have messed up on their side.
Regardless you have to speak with Three (as it is now your provider) and they will have to speak with EE.
I'd speak with support again, mention that you have a split port and ask to escalate this. I'm not sure if you realized but you also may have a problem with some OTP/SMS tokens providers/service.

Re: Split port from EE

adam190 — Fri, 05 Sep 2025 07:51:19 GMT

I understand that, the problem is with Three's customer support (non existent). Live chat is the only option I have, and these "agents" have no idea what is going on, it's impossible to speak to a human being. I get told by multiple agents the port is complete, then another agent tells me it will be complete tomorrow (everyday I get told this), which doesn't happen. I have saved all the conversations. I would just like to speak to someone in technical support if that is such a thing at Three.

Re: Split port from EE

MichaelP — Fri, 05 Sep 2025 08:05:58 GMT

Hi @adam190,

Thanks for getting back to me, and I'm sorry to hear that you're still stuck with this.

I've sent you a PM to help put you in touch with some colleagues who will be able to get this raised with the relevant team.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael

Re: Split port from EE

adam190 — Sat, 06 Sep 2025 06:58:11 GMT

Thanks Micheal, that got me through to someone that has fixed the issue within a few hours!

Re: Split port from EE

jr0 — Mon, 08 Sep 2025 09:07:13 GMT

nice
well done MichaelP