no active line

[upnorth]

New SIM in phone. Account and my 3 app show no active line. SIm seems to work. Simple PAYG SIM. Unable to top up. Account using old number which has ported to new provider. Been trying to sort out for many attempts with on line chat. They  have not solved this yet. Old account and number needs closed, whcih has been yet no progress. Seems like thay are unsure on how to do this. All i want is active line and beable to top and use the phone/SIM !

Help!

[Maxine]

Hey upnorth, 

Welcome to the Three Community!

That's quite concerning to hear you've been having this port in issue for a while. When you'd spoken with the live chat team, did they explain what had went on and why they were unable to port the number in? 

Also, did you port into a Three PAYG SIM from a Three Pay Monthly SIM?

Maxine

[upnorth]

Hi Maxine, thanks for getting back.

On line chat seemed confused as to waht the situation was.  The account with Three should be closed as the number has moved to new network. It seems any new sim cant register as the present account still appears open so no new number can be registered. No active line is still a problem. Unable to make payment to PAYG which is what the new SIM is.

[PeteG]

If the port in to the new network hasn't fully completed after using the PAC, you will need to let the new provider know about it. They will work with Threes own porting team to resolve it. 

Pete.