Monthly Contract plan not appearing in app and phone number not transferred

[Ddog]

I just received my phone after moving from Tesco. It has given me a new number even after giving my PAC, and i cannot add my monthly plan into my account.

they sent me a SIM card which I assume I had to use, but I requested an eSIM. Now I cannot add my eSIM onto my account and it only shows the SIM card plan which is none existent.

i just want to have my plan on the app, and my old number to transfer as I kinda need it for work

[JonathanB]

Hi @Ddog,

Sorry to hear about the delay with your service being set up. You would normally receive a temporary number even if porting from another provider. Usually the old number will transfer one working day after your Three SIM is activated. It may be worth checking if the old Tesco SIM is still working in the meantime till this is sorted out.

I'd recommend to get in touch, as we can't view account details from here. Customer services should be able to confirm if the port is set up, and if it's late or delayed raise this so that our porting team can work with your previous provider to sort this all out.

Thanks,
Jonathan