topic Upgrade confirmed then cancelled after non answer in Account and services

Upgrade confirmed then cancelled after non answer

Shelstar — Tue, 17 Mar 2026 16:40:37 GMT

Hi, I did an upgrade order this morning and it was confirmed via email, I work nights so I had went to bed for sleep and missed a call from 03333381001. No voicemail left. I then get an email to say my order has been cancelled. I phoned customer services and was told that I had to go to a 3 store with photo I.D for the order. Can anyone tell me if this is correct?

Re: Upgrade confirmed then cancelled after non answer

Geluk — Tue, 17 Mar 2026 18:15:55 GMT

This isn't CUSTOMER SERVICE; call 333, or use CHAT page.

Re: Upgrade confirmed then cancelled after non answer

MichaelP — Wed, 18 Mar 2026 08:23:30 GMT

Hi @Shelstar,

I understand it's not ideal for the order to be cancelled.

It's common for Three's Customer Protection Team to reach out after a new order to verify it for security reasons, and orders can be cancelled if this isn't possible.

This doesn't happen in every instance, and it wouldn't be possible at the point of sale to confirm if this was due to take place.

This is because such checks are triggered separately to this team and are managed on a case-by-case basis, considering factors such as order/device value.

Account access isn't possible here to verify the exact nature of the order requirements, so please pop through to Customer Services, where notes on your account should clarify what happened with the order.

The team will also be able to look at supporting you with getting the order re-arranged if it was cancelled.

Thanks,
Michael

Re: Upgrade confirmed then cancelled after non answer

Shelstar — Wed, 18 Mar 2026 08:49:34 GMT

Wow your a delight!! I already contacted customer service if you can actually read!! Just wanted to clarify this was correct information. Jog on