Porting request not working

[PaulGorman]

Dear Team,

I've recently joined three owing to wanting a needing a new phone and completed the transfer my number to bring my old number across.  

However, this hasn't worked properly so I now have two different SIMs from different providers with the same number and depending on what network the person is calling me from depends on which SIM pick up the call.

I know people say you can't have two SIMs with the same number but this is exactly my problem at the moment and obviously it is causing me a problem.

My son has a phone which piggy backs onto the Three network, so when he calls me it comes thru on my new Three SIM.  My husband is on the same network as my old SIM which piggy backs off EE and when he calls me it comes thru on my old SIM.  I can only suspect that there has been a glitch somewhere in the porting process.

My problem is that when I call three to ask them to have the technical porting team to look into this they fob me off saying we've transferred the number so the problem lies with your old provider.  My old provider has said that the porting process hasn't completed properly so they can't de-activate the SIM and that I need to talk to my new provider i.e. Three to sort it out.

Obviously I'm frustrated with this  and as far as I'm concerned Three said they would port my number from my old provider to my new provider and I'm of course now paying a contract with Three so want Three to own the issue and fix it for me.

This does cause me problems as I now need to carry both phones with me and if I turn off my old phone and a non-Three network calls me the call goes to voicemail.

Please can I have someone technical from the porting department to look into my problem and resolve?

Many Thanks!

[Bazza29]

I am having a similar problem. Joined three on 22.08.2023, told the number port would be completed 24.08.2023. On 24th my old sim went dead and when making a call from my 3 sim my ported number appeared on the recipients device. 

However when anyone called me there was nothing, no ringtone, no voicemail, no recorded message, just a dead line. I can text people and they receive the message from the ported number but when they text back I receive nothing.  

I called three on 24th and they told me it would be resolved in 2 working days. 

I called again on 29.08.23 and was told the same thing another 2 working days and it had been marked as priority. 

It's now 31.08.23 I spoke to them today and they asked me is the porting now complete? I was bewildered they aren't doing anything just waiting and hoping it will work. After I informed the three rep that it isn't working he said OK please allow 2 working days I have marked this as priority.

I have ported my number many times before but never had any issues like this and the service and complete lack of accountability from three is astounding. The have even tried to blame the losing carrier for the issue. 

Today they gave me a PAC code and advised if I can't wait I should try another carrier. Complete and utter shambles. 

[Raavan_rathore]

I have same issue

Can we transfer our number after that different network ?

[dannyatthree]

I have the exact same problem - how does this get resolved?

[Jim]

I have the exact same problem! Port requested last Friday with SIM order. Then had a fight to get an esim. Got that and activated on Monday morning and checked the number would port to esim rather than physical SIM they sent me. No problems they said.

Here we are on Wednesday with port due to take place yesterday, customer service say will complete by 4pm tomorrow, then on same chat say midnight tonight and then say ports take 24 hours. When I highlighted that either midnight tonight or 4pm tomorrow is not 24 hours, I am told not to worry as number will transfer by midnight!

Complete shambles as first of all callers were told the number is invalid and now calls seem to come through on three but, calls can go out on EE or three sim. Why so difficult and so long to transfer a number? Never had an issue when porting between non three network. Even porting to smarty (although some problems) was not as problematic as this.

[Td]

The  same thing is happening to me also

Been to the 3 store and they can't help  waiting for the porting team to sort it 

Absolutely a shambles 😫 

I was told 48hrs to swap from ee 

Still no joy. Contacted 3 I was told I need a new sim 

Trip to the  store, they  tried everything was then told to contact 3 customer service team 

Done that' told I will  take up to 72hrs extra 

Done that still no joy then told another 48hrs because the previous call  was on the weekend.  

I should have stayed with  ee 

Absolutely a mare.

[JB]

Hello,

I am also having problems porting my SIM.

I moved from Vodafone on 29/03/23 and the website says "This service is currently unavailable".

I have been trying for the last few days also called the store and they said just keep trying, how long do I keep trying?

[JonathanB]

Hi @JB,

I'm sorry to hear that you've been running into these issues. I've replied to your PM with a link to a team that can investigate further.

To view your private messages, click on your avatar image in the top right of any community page, then "Messages".

JonathanB

[Craig1]

I am also having this porting issue.  I completed the legacy switching form.  Giffgaff say the port completed and the pac was used on 13th may so can't provide another one. I keep getting fobbed off by three saying I need a new PAC code, but I can't get one.  Can you help please? @JonathanB 

[JonathanB]

Hi @Craig1,

I'm really sorry to hear you've been running into these issues with your number port. I'll send you a PM to get you in touch with some colleagues that can help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB