Sim activation issues

[Toporb]

Started new contract Last week . Switched my number with pac code. Switched Monday 31st. Problem 1 . The phone would not save the number that I switched, 2 hours on live chat told to go to shop and get a sim replacement. Problem 2 , The sim would not Activate, so Wednesday I returned to shop , while they done all they could “which is vey very limited “.I had to go to the pub around the corner to use Wi-Fi to use live chat as I don’t have Wi-Fi at home and a phone that won’t work. Told that it could be 24 to 48 hours to activate as they could see it was “stuck” in the system, and it would be given priority. Thursday still nothing Back to pub to get live chat , told it would be done by end of day. Told to go to shop get pay as you go sim. Done that but had to wait 2 hours for it to be in the system so they could load some data for me. First offer £2.00. Had to go back to pub use live chat 2 hours. Just to get data. Friday morning 48 hours after problem with sim . Nothing. 2 more hours this morning live chat to be told it may take 24 to 48 hours as they can see it will be done manually. Still nothing.   Anyone getting this issue 

[TheJunglist]

Makes perfect sense, its as if the sim does not exist, the order does actually still show as pending so unless I pay for and use the complimentary top up card I have no network or number,  theyre tech peeps couldnt even find the sim from the serial number.  I have to say when I finally got a techy to admit to me (at a push) there's a problem with 5g dropping out and it is NOT hardware related which as come about, (which I respected because it's so obvious!!!) coupled with suddenly all of the MTU issue peeps are having and now this I tend to think it's 3's systems, the unfortunate techy's try they're best I'm sure but they can't help in most situations, having worked in and managed aftersales/support at different companies you have to try your best to 'say it without saying it' or it's your behind, unfortunately.  I have only persivered with 3's broadband because they're techy was honest - It goes along way. There constantly something with 3 tho which is a shame cops whe things do work they are second to done - sort it out.

[JonathanB]

Hi @Toporb,

Welcome to the Three Community.

This issue with porting your number sounds like it's been really disruptive. I'll do my best to help.

I've had a look, and can't see any large scale fault reported matching this, so it's likely an issue with your specific SIM or account. 

Just to clarify, is the original number/account you're having difficulties with also PAYG, or are you using a PAYG in the meantime whilst waiting for an issue with a contract account to be fixed?

Let me know and I'll do my best to point you in the right direction.

JonathanB

[Toporb]

Thanks for your reply. I’ve managed to sort the problem. Not that the support or live chat was any help. Never contacted me . So I’m told the sim was “stuck in the system. If they had just cancelled it and issued new one like I suggested it could have been avoided. Very poor support form three. No wonder they have a poor score for there support service.