topic Re: Three ported my number to wrong account - what now in Network

Three ported my number to wrong account - what now

Brits — Thu, 08 May 2025 16:17:58 GMT

Had my number ported from lebara to three yesterday but never had any confirmation, so contacted lebara who said it was successfully ported out on their side.
went an rang the number and someone picked up (obviously not me) so spoke to them, and it looks like three ported my number to someone else, should have ported to number ending 162 but went to number ending 152

Re: Three ported my number to wrong account - what now

Geluk — Thu, 08 May 2025 16:31:29 GMT

Contact 3 CHAT:

https://www.three.co.uk/accessibility/accessibility-webchat

Re: Three ported my number to wrong account - what now

Brits — Fri, 09 May 2025 06:40:26 GMT

Thanks tried them yesterday, they said 72hrs but not had any confirmation but it really shouldn’t take that long as the other person would be getting my personal messages/calls 😡

Re: Three ported my number to wrong account - what now

jr0 — Fri, 09 May 2025 17:35:24 GMT

this is unheard... any genuine costumer of lebara and three requesting a porting I don't see how the phone number would be mixed up. However if someone is try taking over someones elses account/phone number (sim swap fraud) that is another story.

If you read other posts about porting in the UK, you will learn:

- can take up to 24 hour
- it take both networks to do the porting (up to 3 networks)
- they only do it during week days
- any party could have had problems and that impacts the all porting process (it make sense to me that they have to exchange information between them here in the UK - other countries might use a central database)
- and my understanding is that Three is now asking you 72h because it is bang on monday and likely they need to talk with lebara

good luck

Re: Three ported my number to wrong account - what now

Brits — Sun, 11 May 2025 14:38:22 GMT

I spoke to lebara as well Thursday but they said as it was ported out it’s no longer their issue and to speak to Three.
Unfortunately 72hrs will be Tuesday as weekends don’t count, but when I went on chat Thursday agent filled in a port reversal form and said it will get transferred to my number (72hrs time)

I don’t know how they managed the port to another account but numbers are identical just one digit ( mines ends 162, other persons 152)

luckily the other person answered when I called my number and he literally set up a new phone last week and said he’s had 3 different numbers since (including mine)

I just hope Three sort it out and I get my number back Tuesday, as I can’t do anything as all CALLS/SMS/OTP etc goes to other person.

Re: Three ported my number to wrong account - what now

jr0 — Sun, 11 May 2025 16:01:11 GMT

hmmm what is strange to me is that Lebara runs on Vodafone, and as you might have seen from other recent posts around porting issues they are all from O2 and theirs went wrong Tuesday and/or Wednesday.

Also on a world where pretty much everything is automated I keep finding very strange that someone may have entered your phone number (wrongly) manually. If this was the case and your own words someone is getting your phone calls and sms!! and that is quite serious problem imo

Is your Lebara SIM still working? Can you ring from another network or fixed number to your number? Maybe try your lebara sim on then ring. And remove put back the three sim on and ring again. Have you tried to enable airplane mode on and then a moment later disable it?

Just one more question, when you call someone from your three sim what is the number shown on the others person phone?

If I were you I would talk (333) or chat with Three support first thing tomorrow. And likely follow up in the aftternoon.

Just tagging the moderators @JonathanB @PeteG @Maxine , another porting issue for your attention

Re: Three ported my number to wrong account - what now

Brits — Mon, 12 May 2025 10:49:54 GMT

Lebara sim is inactive now as number ported out.
yes I can ring my old number as it has been ported to someone else’s account instead of mine. The chap was clueless why he was receiving so many calls but explained to him that three had ported my number to him instead of me.
three sim shows the number that I got allocated when I ordered the PAYG sim ending 162

Three support just says I have to wait 72hrs (which will be Tuesday) which is pretty poor if someone has access to my number till then, they should have disconnected or barred incoming calls/texts till they sorted it 😞

Re: Three ported my number to wrong account - what now

Brits — Tue, 13 May 2025 18:44:42 GMT

Told it would be all sorted come Tuesday morning 13/05 (72hrs) checked this morning and nothing. Went on chat told should be done by evening but didn’t take the guy seriously as he had no clue after a hour going from one person to another I was given number for fraud team as they were dealing with it now and could take upto 21 days (what a joke)

so phoned up fraud team straight after and they didn’t have a clue and just kept saying it’s been escalated (no idea who to know) and will have to wait as it will take time, but no timeframe given.
three are a total joke and totally impossible to speak to a UK agent, it’s all India call centres an they have no clue an having to explain to them each time, even though it should be all lodged on account.

Re: Three ported my number to wrong account - what now

JonathanB — Fri, 16 May 2025 13:23:02 GMT

Hi Brits,

I'm sorry to hear this has been going on for so long now. I can't directly fix this for you, but I've flagged your situation to be investigated, so hopefully this will all be set right soon.

Thanks,
Jonathan

Re: Three ported my number to wrong account - what now

Brits — Fri, 23 May 2025 15:40:55 GMT

Hi Jonathan

I did get a call and was told by agent that she would call the other person who has my number and once they have spoken to them she would get my number ported back to me within 1-2days and call me back, but that never happened

went on chat again this morning and got the same response that it will be passed onto relevant team urgently and sorted within a few days, after a lot of arguing got the agent to agree they would get back to me tomorrow with a update, well let’s hope I get that call.
also enquired about the call I had regarding contacting the other person, which I was told was made but the other person refused to discuss the account.
I mean surely it can’t be that hard to reverse the port and get it back to me, I can understand they have to do checks to make sure it’s genuinely my number but I have the PAC code for porting and the confirmation SMS which the other person won’t have

18 days now and counting 😞

Re: Three ported my number to wrong account - what now

Brits — Thu, 29 May 2025 15:43:08 GMT

Finally after so many calls/chats over 23 days I got my number back phew

Re: Three ported my number to wrong account - what now

jr0 — Fri, 30 May 2025 08:30:36 GMT

Great stuff, glad to hear it! Just surprised on how the other party may not have been aware of the situation and not wanting to have your number 😊

Re: Three ported my number to wrong account - what now

Brits — Fri, 30 May 2025 09:31:29 GMT

Funnily enough they were aware as I already spoke to them and guess were not willing to give up the number as Three agents tried to call them a few times but were unwilling to talk about the situation.

Re: Three ported my number to wrong account - what now

JonathanB — Tue, 10 Jun 2025 15:12:34 GMT

Hi @Brits,

Really glad to hear that the team managed to get this all sorted out in the end. Thanks so much for your considerable patience.

Thanks,
Jonathan