topic Re: Porting request not working in Network

Porting request not working

PaulGorman — Sat, 28 Jan 2023 16:54:33 GMT

Dear Team,

I've recently joined three owing to wanting a needing a new phone and completed the transfer my number to bring my old number across.

However, this hasn't worked properly so I now have two different SIMs from different providers with the same number and depending on what network the person is calling me from depends on which SIM pick up the call.

I know people say you can't have two SIMs with the same number but this is exactly my problem at the moment and obviously it is causing me a problem.

My son has a phone which piggy backs onto the Three network, so when he calls me it comes thru on my new Three SIM. My husband is on the same network as my old SIM which piggy backs off EE and when he calls me it comes thru on my old SIM. I can only suspect that there has been a glitch somewhere in the porting process.

My problem is that when I call three to ask them to have the technical porting team to look into this they fob me off saying we've transferred the number so the problem lies with your old provider. My old provider has said that the porting process hasn't completed properly so they can't de-activate the SIM and that I need to talk to my new provider i.e. Three to sort it out.

Obviously I'm frustrated with this and as far as I'm concerned Three said they would port my number from my old provider to my new provider and I'm of course now paying a contract with Three so want Three to own the issue and fix it for me.

This does cause me problems as I now need to carry both phones with me and if I turn off my old phone and a non-Three network calls me the call goes to voicemail.

Please can I have someone technical from the porting department to look into my problem and resolve?

Many Thanks!

Re: Porting request not working

PeteG — Sat, 28 Jan 2023 18:52:41 GMT

Hi, Paul.

Welcome to the Three Community.

The issue you've described would be very unlikely to occur, but it seems like you've run into some bad luck and it's happened to you.

I'll PM you soon with some details so that you know what to do next. Fingers crossed this is something that can be fixed soon.

Pete.

Re: Porting request not working

Td — Mon, 13 Feb 2023 17:58:51 GMT

The same thing is happening to me also

Been to the 3 store and they can't help waiting for the porting team to sort it

Absolutely a shambles 😫

I was told 48hrs to swap from ee

Still no joy. Contacted 3 I was told I need a new sim

Trip to the store, they tried everything was then told to contact 3 customer service team

Done that' told I will take up to 72hrs extra

Done that still no joy then told another 48hrs because the previous call was on the weekend.

I should have stayed with ee

Absolutely a mare.

Re: Porting request not working

JonathanB — Mon, 27 Feb 2023 13:44:34 GMT

Hi @Td,

I'm sorry for the delay in seeing your post, and that you've had all these delays with your number port. Did the porting team sort this out for you? Please let me know if you're still experiencing any issues with this.

JonathanB

Re: Porting request not working

JB — Sat, 01 Apr 2023 11:22:01 GMT

Hello,

I am also having problems porting my SIM.

I moved from Vodafone on 29/03/23 and the website says "This service is currently unavailable".

I have been trying for the last few days also called the store and they said just keep trying, how long do I keep trying?

Re: Porting request not working

JonathanB — Tue, 04 Apr 2023 12:39:28 GMT

Hi @JB,

I'm sorry to hear that you've been running into these issues. I've replied to your PM with a link to a team that can investigate further.

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

JonathanB

Re: Porting request not working

Jim — Wed, 26 Apr 2023 13:20:10 GMT

I have the exact same problem! Port requested last Friday with SIM order. Then had a fight to get an esim. Got that and activated on Monday morning and checked the number would port to esim rather than physical SIM they sent me. No problems they said.

Here we are on Wednesday with port due to take place yesterday, customer service say will complete by 4pm tomorrow, then on same chat say midnight tonight and then say ports take 24 hours. When I highlighted that either midnight tonight or 4pm tomorrow is not 24 hours, I am told not to worry as number will transfer by midnight!

Complete shambles as first of all callers were told the number is invalid and now calls seem to come through on three but, calls can go out on EE or three sim. Why so difficult and so long to transfer a number? Never had an issue when porting between non three network. Even porting to smarty (although some problems) was not as problematic as this.

Re: Porting request not working

Craig1 — Tue, 30 May 2023 19:38:20 GMT

I am also having this porting issue. I completed the legacy switching form. Giffgaff say the port completed and the pac was used on 13th may so can't provide another one. I keep getting fobbed off by three saying I need a new PAC code, but I can't get one. Can you help please? @JonathanB

Re: Porting request not working

JonathanB — Wed, 31 May 2023 13:47:50 GMT

Hi @Craig1,

I'm really sorry to hear you've been running into these issues with your number port. I'll send you a PM to get you in touch with some colleagues that can help.

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

Thanks,
JonathanB

Re: Porting request not working

dannyatthree — Sat, 10 Jun 2023 13:04:40 GMT

I have the exact same problem - how does this get resolved?

Re: Porting request not working

Bazza29 — Thu, 31 Aug 2023 10:37:23 GMT

I am having a similar problem. Joined three on 22.08.2023, told the number port would be completed 24.08.2023. On 24th my old sim went dead and when making a call from my 3 sim my ported number appeared on the recipients device.

However when anyone called me there was nothing, no ringtone, no voicemail, no recorded message, just a dead line. I can text people and they receive the message from the ported number but when they text back I receive nothing.

I called three on 24th and they told me it would be resolved in 2 working days.

I called again on 29.08.23 and was told the same thing another 2 working days and it had been marked as priority.

It's now 31.08.23 I spoke to them today and they asked me is the porting now complete? I was bewildered they aren't doing anything just waiting and hoping it will work. After I informed the three rep that it isn't working he said OK please allow 2 working days I have marked this as priority.

I have ported my number many times before but never had any issues like this and the service and complete lack of accountability from three is astounding. The have even tried to blame the losing carrier for the issue.

Today they gave me a PAC code and advised if I can't wait I should try another carrier. Complete and utter shambles.

Re: Porting request not working

Raavan_rathore — Thu, 19 Oct 2023 20:03:05 GMT

I have same issue

Can we transfer our number after that different network ?