topic Re: Porting Issue in Network

Porting Issue

LeeSmith97 — Wed, 02 Apr 2025 11:37:27 GMT

Hi there.

This seems to be a common occurrence when people port their number over. I’ve reached out to 3 support and it’s already been escalated. Basically I switched from Tesco to 3 and I provided a PAC code to transfer my number. The number has now been ported however I can no longer receive texts or calls, which is incredibly infuriating as I am now locked out of many apps that require a OTP. This issue was raised on Monday and I’m expecting an update tomorrow, however I received an email Monday saying there has been an update to my query. I have no idea how to see this update, and have been unable to find out the timeframe for this issue being resolved. It is becoming more problematic as I have several virtual appointments coming up and can’t access them due to not being able to receive texts. Has anyone had this issue resolved, it’s clear that something has gone incredibly wrong during the porting process.

Regards Lee

Re: Porting Issue

LeeSmith97 — Wed, 02 Apr 2025 11:54:13 GMT

Just had a text saying it’s resolved and the query is closed! But I’ve just tried receiving a text and call and it’s still not working! Extremely angry at this now.

Re: Porting Issue

Paddiewack — Wed, 02 Apr 2025 11:55:14 GMT

Have you tried rebooting your phone?

Re: Porting Issue

LeeSmith97 — Wed, 02 Apr 2025 12:51:24 GMT

Yes. I’ve also reset network settings, I’ve unfortunately done every single possible thing that has been suggested on similar forum posts. When I got the text earlier saying it’s all resolved I reset network settings again, then tried logging into something that requires a OTP and the text didn’t come through, got my partner to call my number (they’re not on 3) and it just said invalid.

Re: Porting Issue

JonathanB — Thu, 03 Apr 2025 14:57:51 GMT

Hi @LeeSmith97,

Sorry to hear this has happened. I'll do my best to help. I've sent you a PM just now to confirm some info so we can look into this further.

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

Thanks,
Jonathan

Re: Porting Issue

JonathanB — Fri, 04 Apr 2025 11:32:47 GMT

Hi @LeeSmith97,

I've just sent another PM now, this will get you in touch with a team who can escalate the issue.

Thanks,
Jonathan

Re: Porting Issue

Lisa88 — Tue, 22 Apr 2025 23:08:01 GMT

Similar problem switched from o2 to three now I can’t make or recieve calls unless it’s using data. Getting no where with customer service they just keep fobbing me off with give us seven days bla bla absolutely shocking.

Re: Porting Issue

jr0 — Thu, 24 Apr 2025 10:42:41 GMT

@Lisa88when did your porting take place? did you allow 24 hours after the given date?

Re: Porting Issue

Lisa88 — Thu, 24 Apr 2025 11:13:09 GMT

16/04/24 was the switch over

Re: Porting Issue

jr0 — Thu, 24 Apr 2025 11:29:24 GMT

thanks I saw your yesterdays thread/post
and are you having issues with receiving calls and sms? and or making calls and/or sms?

did you check the coverage and status of the network for the area where you are?

Re: Porting Issue

mrscee168 — Fri, 09 May 2025 13:37:28 GMT

Have exactly the same thing incredibly frustrating that this is clearly a known and common issue. Just moved over from 02 and will now need to send back the phone as no confidence it will be resolved. cannot get into WhatsApp on my old phone to use as an interim as can't receive texts. Did you ever resolve it?

Re: Porting Issue

Lisa88 — Fri, 09 May 2025 13:41:25 GMT

Still facing the same issue and just keep getting fobbed off that they are looking into to I am now going to switch to a different network

Re: Porting Issue

mrscee168 — Fri, 09 May 2025 13:41:44 GMT

I also came from 02 to three was searching on the forum. Regret it so much! Did you ever resolve it?

Re: Porting Issue

mrscee168 — Fri, 09 May 2025 13:43:04 GMT

Did you get a resolution? Same problem!

Re: Porting Issue

mrscee168 — Fri, 09 May 2025 14:00:28 GMT

Oh my goodness, right I guess I will need to return the phone ! So so frustrating.

Re: Porting Issue

jr0 — Fri, 09 May 2025 15:25:39 GMT

@Lisa88

the moderators replied to your previous thread/topic/posts and you never bothered to reply.

if you don't remember here it is the link. https://community.three.co.uk/t5/Network/Switched-to-three-now-calls-not-working/m-p/49047#M12051

in case you are really switching don't bother to reply and just go (my rant)

Re: Porting Issue

jr0 — Fri, 09 May 2025 15:32:04 GMT

@mrscee168when did the porting was suppose to happen? if it has been more that 24h since you porting please I do recommend you to talk (dial 333) or chat with 3 support team.

porting process is convulated by nature in the UK as it requires both (and up to 3 operators) to exchange information. They only do porting during weeks days for a reason, because I reckon if one party has problems it can botch the porting process.

good luck

Re: Porting Issue

mrscee168 — Fri, 09 May 2025 15:36:33 GMT

Have spoken with them - they will respond in 72 hours which will be my deadline really to send this handset back to the store. Everything else fine - receiving texts, notifications from 3 but no otp codes so cannot use banking app etc. Thank you for the good wishes think I will need it...

Re: Porting Issue

jr0 — Fri, 09 May 2025 15:50:09 GMT

portability is mainly required for receiving calls and sms. So if you are receiving texts, either you are using RCS (which is a bit like whatsapp or telegram but with android/google or apple depending on your handset brand) which is over data, but if normal/regular sms sounds like a problem with one of the parties.
you can troubleshoot it and try to rule it out, but won't matter much I'd say, as the weekend is fast approaching and as I said they only work week days and therefore the 72h period

Re: Porting Issue

mrscee168 — Fri, 09 May 2025 17:19:25 GMT

They've now closed my query and told me everything was fine with the porting which clearly it's not....not sure what I can do now