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.

[frustrated1]

Another frustrated user here.

What a joke that the "best answer" is to talk to the chat team!

I have had correspondence with members of the chat team, telling me they cannot change my number back to PAYG.  There is "no menu option", they say.  I need to move to a different Provider in order to keep my number!! It's particularly frustrating as this number was originally a PAGY up to about a week ago.

My story:

- have had a PAYG number with 3 (call it number A) for a couple of years since I moved that number A from an old provider.

- was looking at details of plans a week or two ago and decided it might be easier to have a "pay monthly" plan to save the hassle of topping-up

- applied for the Pay monthly plan through my account on three.co.uk and that was approved a few days ago, using number A.

- after a day or two I realised that despite the generous "roaming" options while away, I could not send a text to an international number from the UK.  Going through the details, clear that the plan will not work for my needs, hence I cancelled it.  I am well within the returns period, and this is now marked as being under cancellation on my account.

- during the discussions I asked could my number (A) just go back to being PAYG again like it had been 10 days before.  No .. they said ... to do that I need to order a *new* PAYG sim and transfer the number over (*sigh*).   I would need the PAC code.  Requested that and it was sent to me. 

- Ordered a new PAYG sim from 3, and it arrived swiftly to my flat, call it number B.  Activated now.

- Went to three.co.uk.  There is a switching form there to transfer my number ... it asks for lots of details including the PAC code ... however it is not happy with a PAC code from 3 itself and I can't submit it.

- Went onto "chat" and had some conversations with the Team in the hope that they can do the change behind the scenes ... no they can't.  They tell me the only way to keep my old number A will be to apply for a(nother) SIM from a different provider and transfer it across to the other company.

So there we are.

Could someone from 3 give us some help.

I can't manage without a number much longer so most likely I will need to move to giffgaff or Virgin

--mary

[JonathanB]

Hi Mary,

I'm sorry to hear that the team wasn't able to help. I've double checked our processes, and can see instructions for the team on how to move a number to PAYG when cancelling a contract. I'll send you some info to get you in touch with some colleagues in an escalated team, who can take a closer look into this.

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

[cyclicalcyclist]

Hi, I'm having the same problem too now - online chat unable to move me from contract to PAYG because of an IT systems change.

Can you let me know how to escalate this to a team who can do this?

[PeteG]

Hello. 

It's understandably frustrating to not be able to get this done. 

You can log a complaint in relation to the issue on one of the options here. I feel it would be worth pointing out though that logging a complaint about it is something the team can do, but escalating it to the complaints team will not give the team the ability to work round any system limitations.

Pete. 

[Ellieps]

Hey @JonathanB ,

same problem here. Very frustrating spending more than half an hour on the Three Chat to just be told it's an IT system problem and that I can't do it.

If you think there's a way to actually make it happen, please DM me as well.

Otherwise the only option is to switch to another provider, which is absurd.

Thanks

[frustrated3user]

Was told the same thing today by someone on the Live chat - they can't move me to a PAYG sim due to 'changing the IT systems' or something like that. Very frustrating experience.

[JonathanB]

Hi @frustrated3user,

I'm sorry to hear that the team weren't able to help. We'd like to take a closer look into this, so I'll send you a PM to get you in touch with some more 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,
Jonathan

[Tania]

Hi JonathanB,

How can I get in touch with you, as I also have been unable to switch from long expired contract to pay as you go without loosing my number.

[PeterB]

i have just come across this chat as I have also wanted to transfer my telephone number from my existing contract that has now expired into a PAYG SIM instead, and for much the same reasons as the original poster. The new contract deals offer more data than I really need for approx. 30% more monthly cost and there is no roaming, apart from purchasing individual blocks of time, at additional cost. I have a Three PAYG SIM already that provides me with all the data that I need AND roaming, all for slightly less than my older contract price.

I have spent a number of frustrating hours firstly with in-store staff then with the team on the 'live chat'  and have been given various responses ranging from being offered contract deals at 2.5x more than my previously expired contract through to being advised to get a PAC, transfer to another network then transfer back in again. Surely there must be another way?

I have been with three for more than 15 years and have always been more than happy with the service and coverage in my area and overseas.

Is there anyone from Three that reads these forums that can offer a simpler way, or are they happy to lose long term customers?

[Chris_10]

Hi Peter I am in exactly the same situation - did you resolve this - I feel like Im going aroudn in circles.  Its ridiculous all I want is to Transfer to PAYG sim to keep the Go Roam feature that I have had for years as |I havent upgraded my contract because I knew i would lose that feature