new sim and phone upgrade new number I wanted to keep old number

[Motherland21]

I have recently upgraded a phone with a new sim plan for my mum. She wanted to keep the same number. This was done over the phone and at no point was it mentioned that there would be a new number attached to the new sim. When the phone arrived I had assistance from the technical department to set up as previous phone was too old to transfer data. I was asked to input the number she already had to enable the transfer so I assumed all would work fine. Now my mum is not able to make any calls etc as the phone keeps telling her she has no credit. The sim appears to have a new phone number, not what she wanted at all. Can someone help to resolve this or do I need to call again? Thank you 

[JonathanB]

Hi @Motherland21,

Was the old number/SIM PAYG? It sounds like the new SIM is a PAYG based on the credit message you've mentioned. It's common practice for us to supply a spare PAYG SIM with devices, but if upgrading you wouldn't necessarily need a new SIM. Can you try the old SIM in the new phone if it's of a compatible size? If not, we can arrange a replacement SIM.

As @Anar1a suggests, a Three store could likely help here, by sorting out a replacement SIM of suitable size if required. Make sure the account holder is present with photo ID if you do pop in (I'm not clear if that's you or your mum). Alternatively you can find options to order a replacement SIM in the My3 account, or through customer services. This can take a couple of days in the post, especially over New Year, so store may be a better option here if accessible.

Thanks,
Jonathan

[Anar1a]

The fastest solution would likely be to visit a three store.

Second to call and have it resolved as it sounds like somehow, you've been given (perhaps) a temporary PAYG SIM as a placeholder for the old one.

The old SIM card from the old phone, what happens when that is put into your new handset? Regardless of new SIM/phone your old SIM should still retain the contract/PAYG balance and work as intended, in which case you could request a PAC (text PAC to 65075) and fill out the form for transferring that to the new number.

Obviously make sure that the new number even has a package? Have you logged into my three and checked what numbers and packages are now showing for the account?