PAC Transfer Failed - live chat did not help

hikari700 · 2 weeks ago

Hi and greetings,

I requested my old number to be transferred from SMARTY to THREE today. I got a SMS text message that the transfer will be made today using SMARTY's PAC.

So my old number and network was cut off this morning, and my account was shut down by SMARTY. However THREE e-SIM does not show my new number. I spoke to the live agent and they said they don't see a PAC coming to THREE and the port has failed, no explanation given. SMARTY customer agent said the number has been ported and the number is no longer with them. The PAC is due to expire on 8 Apr (so still in date).

Having spoke to 2 THREE agents no one has suggested how I can retrieve my old number, who I use for banking/insurance/etc verification messages, so the impact is very high and the situation has been frustrating.

Any suggestions how I can progress?

Thanks!

jr0 · 2 weeks ago

Hello @hikari700

if the porting process is to happen today I would allow 24h.

Porting process in UK is "bonkers" as it can involve up to 3 operators, and they only do it on week days! And they do things independently or not in sync.
So in your case, Smarty (which is funny and runs on Three network) may have terminated your account but now you need Three to update your account with the mobile number you want to keep. What is strange is that you have Three support saying don't see the pac. Maybe allow till after lunch and then go back to Three support and maybe use terms like complaint and complain with Ofcom.

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hikari700 · Tuesday

This works. I rang the customer service and apparently they had difficulty retrieving the code. The number transferred happened but more than a day later.

JonathanB · a week ago

Hi @hikari700,

I'm sorry to hear about the delay with your port. Has this been resolved in the meantime since posting? Please let us know if you still need any help with this issue.

Thanks,
Jonathan

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PeteG · 2 weeks ago

Hello there.

Welcome to the Three Community.

That's quite strange, for the old account to cancel, the port out/in would have need to have happened. What happens if you call your phone number from another phone?

Pete.

Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.

jr0 · 2 weeks ago

Hello @hikari700

if the porting process is to happen today I would allow 24h.

Porting process in UK is "bonkers" as it can involve up to 3 operators, and they only do it on week days! And they do things independently or not in sync.
So in your case, Smarty (which is funny and runs on Three network) may have terminated your account but now you need Three to update your account with the mobile number you want to keep. What is strange is that you have Three support saying don't see the pac. Maybe allow till after lunch and then go back to Three support and maybe use terms like complaint and complain with Ofcom.