My girlfriend, (a long term existing Three customer), went to upgrade her contract through the my three app and got offered a brand new iPhone. She took the offer and got sent an e-sim for some reason which she then added to her phone.
During the upgrade she was assured that she could keep the same phone number.
She didn’t understand why she was sent an e-sim but obviously added it to the phone as the livechat team told her to.
She had then lost her old number that she has had for years and years and now has a phone contract she is paying for and hasn’t been able to use for nearly 2 weeks.
She has spent countless hours on the phone and live chat to people that claim they understand her issue. One phone support member told her that her old number would be reinstated within 2 days. We are now on day 3 and she is no closer to solving anything.
Where can we go from here? This is some of the worst customer service I have ever seen. She is literally getting sent around in circles.
At this stage we need to speak to somebody higher up than the generic live chat and phone support team!
