New SIM has new number after upgrade

[Bartman7]

I have just upgraded from one 3 phone to another, and while on the phone making the purchase I was told I would be able to keep my old number but the SIM I received has a different number.

Am I meant to use the new SIM or transfer the old one over? I have checked on the numbers for both SIMs and it is the old one that has the new data plan associated with it.

[sc1999]

This link should answer your question. 

https://community.three.co.uk/t5/Devices/Got-a-sim-with-new-upgrade-Phone/m-p/7864

[Bartman7]

Thanks, I did see that one but it seemed like the question wasn't properly answered, as several users had upgraded and received a new SIM with a different number, but the Mods said the new one was meant to have the same number.

I guess I'll just try and transfer the old one over.

[JohnD]

Hey @Bartman7 

I hope you're enjoying your new phone.

When you upgrade an existing account, you can just use the same SIM, the only instance this might not work is if the devices take different size SIM cards. In which case we can send you a replacement.

We do send all devices with a free complimentary PAYG SIM which may be what's happened. When you received your upgrade confirmation it should clarify that it's an upgrade.

If you've received another pay monthly SIM with a new number attached it's potentially that a new account was taken rather than an upgrade. How was it you processed this, was it in-store, on the phone or online?

Thanks

John D

[sc1999]

When 3 send a new sim for an upgrade or new contract they take the next one on the pile. When you check about phone in settings it will show the sim number and not your number. The only way, and I have done this to prove it, is to request a new sim, I "lost" mine. The new sim had my number programmed into by 3. I understand why it works this way as the logistics would be horrendous.