Switching from Pay monthly SIM contract to PAYG SIM

[panda]

I can't seem to find any information about switching from a monthly Three Advanced SIM 8GB Data Unlimited Minutes - 12 month plan to PAYG keeping the same phone number and using a physical SIM card (in an iPhone). How does one proceed and what is the timeframe as I believe there's one month notice on the pay monthly plans?

It it helps, I'd like to switch from a 'Three Advanced SIM 8GB Data Unlimited Minutes - 12 month' plan that is way past the initial year to a Three PAYG as I'll be spending time abroad so won't use much my UK SIM at all, but would like to keep my phone number.

Can it be done online or in the iOS app (I couldn't find how)? Should I go into a shop? Any other advice on how to do this? Thanks in advance.

[JonathanB]

Hi @GMC86,

Thanks for raising this point. Accounts system updates are happening in stages, so you may see queries on the community from users that haven't had the update yet. 

I'm sorry for any misunderstanding on the part of the chat team. PAYG is currently on the older system, so we can't change your existing account and plan to PAYG in the interim, but if you acquire a PAYG SIM then you should be able to transfer your number to the corresponding PAYG account. 

If you don't have a PAYG SIM handy, you can order one for free. Once you've received this, the Pay Monthly team should be able to supply a PAC code to authorise your number transfer, then connect you to the PAYG team to schedule the move.

Thanks,
Jonathan

[Flyer]

Hi!

Yesterday I have been told that there is no way I can keep my number although I already have a new PAYG sim ( which I haven’t used yet). 
I have been advised to get a PAC code and to go with another provider or chose another monthly contract which I do not want. Unbelievable…

[panda]

Your responses would be so helpful if the other teams at Three agreed!

Seeing @GMC86 post and your reply I ordered a PAYG SIM in preparation. It never arrived. I popped in a shop who only sell PAYG SIMs with a data pack, however I was told by the shop assistant a PAYG SIM is not needed.

Now, I've just spent an hour (one hour and 25 seconds to be precise) on the live chat system. The first person told me the switch was possible but then transferred me to the 'Options team'. The conclusion of which, after checking with a manager was: 

'Thank you for waiting, I did check for you Panda, but below are the only two options available for you.

I can either move you a rolling contract which you will be able to cancel or upgrade anytime [I was offered a discount on the price I currently pay]

OR I can help you with a PAC code which will help you to transfer your number over to any other provider.'

This was explained earlier in the chat as 'I completely understand your disappoint and we apologize for the inconvenience, but we are currently updating our system and moving to a new IT platform. due to this we do not have the option to move your number to PayG.'

So contrarily to what you explained in this Community chat. The teams that do switching between plans told me the only solution is to move to another network. Not a solution I had researched so I now have a PAC and will look at what PAYG options exist on other networks. I have been happy for many years on Three but a monthly plan no longer makes sense to me and leaving Three is the only option offered to keep my number. I asked, tongue in cheek, for recommendations of competing networks' PAYG but didn't get any.

It's very bizarre that one has to leave the Three network to keep one's phone number. It is completely broken that the advice here on the community website, by a shop assistant, by the first team dealing with Live chat and by the options team is all different.

[MattL]

It's September 2024, and I have just undergone a near-identical process, leaving me with just days to find an alternative provider with competitive and cost-effective offerings. Years my family and I have been with three, and just like that, I'm having to look at providers I've never heard of to simply keep my number active - something which one of the UKs biggest network providers can't do. Worse, something their staff seem entirely unaware of themselves. 

[podvodoy]

LOL I just got the same answer (JULY 2024)

[Reza]

I have same answer from three customer services, deciding to cancel contract and manage the number with the others I have, this isn't right things three does 

[Chris_10]

Its now February and I have the exact same issue -- bonkers

[GMC86]

Hi Jonathan, thank you for the feedback, at least I know that this is possible. 
The representative I spoke to said there was no way of retaining the number so was a very frustrating conversation. 
Thank you for your support. 

[JohnD]

Hey @panda 

Totally something that can be done, when converting to a PAYG there is a 30-day notice period. The team will be happy to help to get this arranged for you. 

You can find all relevant contact info here: https://www.three.co.uk/support/contact-us 

Thanks

John

[Ellieps]

Hi John,

I just had the most frustrating 30 min trying to talk to someone on the Chat. I've been told you don't offer the switch from pay monthly to Pay as you go. VERY FRUSTRATING, specially finding these conversations where you say it's possible. Now I need to either keep paying forever, or move to another company. I just wanted to stop paying monthly but keep my phone number but seems that now you don't offer that option, or so I've been told.

Really bad customer service. I've been a client for many years and now I feel very frustrated.