topic Re: porting issue in Network

porting issue

mpop96576 — Wed, 05 Mar 2025 20:24:21 GMT

my number was due to port in to three (payg sim) from lebara today, however it has not happened

my lebara sim is fully active and receiving calls and texts to the number I am trying to keep

my three online account shows the number i want to keep. and the old three number cannot be called anymore (invalid number)

i activated my 3 sim on 03/03, port in was scheduled for today 05/03

lebara said they received a port out request but it has still not gone through

please can you help

thanks

Re: porting issue

jr0 — Thu, 06 Mar 2025 09:52:54 GMT

if you are sure the porting was scheduled for 05/03 allow 24h for both networks.
If you still receiveing calls and sms on Lebara (on the number you want to keep) that means Lebara have not terminated your services nor initiated the porting out. And therefore I doubt Three will be able to iniate the porting process on their side.

If things were messed up by either or both sides, I'd advise you to raise a complaint with Lebara and Three and addtionally with Ofcom. And during your call/chat with support mention that you will be doing a complaint with Ofcom, you might get some special attention from Lebara and Three.

Re: porting issue

JonathanB — Thu, 06 Mar 2025 16:17:20 GMT

Hi @mpop96576,

Sorry to hear about the delays with your port. As @jr0 mentioned, it can take up to 24 hours for routing to be fully set up, although in most cases this will be fairly seamless. I'm sorry that in your case you were left with service split between the two SIMs. This is quite rare, but can usually be resolved quite easily.

Have you been able to test again today, and is everything working for you now?

Thanks,
Jonathan

Re: porting issue

mpop96576 — Fri, 07 Mar 2025 09:05:26 GMT

customer services on both networks were terrible, had to explain myself multiple times, and they still seem to not understand my issue

lebara eventually told me they could see a port request but three had not actioned it

the following day i got a text from three saying they had technical issues with the switch

the switch then successfully completed, and i got 40p compensation....

anyway, all sorted now, but after trying to deal with the customer services I think I'll move to a different network