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Original poster

Heeeeeeelp! who wants to help me unravel my 3 mobile mess?!

34 replies

nannymags · 07/05/2020 22:16

Will try to keep this brief and succinct.
Been with 3 for years. Had a contract that expired so I thought in November 2019 that i upgraded to an iPhone , £39 contract. Turns out i took out a new contract instead of upgrading. Ring customer service and speak to eleventy million lovely robots who pass me from department to department.
as per their advice, Ive moved the old contract to pay as you go, and all I want to do is keep that number and move it to the new contract.
Any ideas welcome. I am having no joy with customer services and am logged out of the online account as the contract cancelled!

OP posts:
yatapina · 07/05/2020 22:26

Sorry, my head isn't quite processing this properly.

So you thought you were due an upgrade in November and took out a new contract but you haven't been able to use your old number?

I thought you automatically signed up to a new contract agreement when you take a new phone? Have you been paying 2 contracts?

Original poster
nannymags · 07/05/2020 22:30

yes yatapina I've been paying for two contracts! My head isn't processing it either.

I put old sim card into new phone and been using that. so I've got old number (which i want ) on new phone (which i want) but old contract. And paying for the new contract which I'm not really using apart from the actual handset

OP posts:
mummmy2017 · 08/05/2020 02:57

So just use the chat on 3 ask them to move the number over, very easy to do.
Then cancel the pay as you go.

Jent13c · 08/05/2020 04:07

I have been with three twice and their staff are very helpful but often promise the world and under deliver. I ended up speaking to the chat about 4 months in a row and nothing was done properly so I put in an official complaint (which i didn't really want to do as I'd always liked them). It was picked up very quickly and I got the issue sorted within one phone call and they wanted to make sure it was sorted to my satisfaction. So I would follow their complaints procedure. They want to avoid you taking your complaint to the ombudsman so will take it seriously.

LadyLeucadia · 08/05/2020 05:02

You'll need to move the number to a non-three mobile provider first, request a PAC from them and then move the number back to the the three contract. Hope that makes sense! PAC codes don't work of the number you are transferring is from the same provider.

Original poster
nannymags · 08/05/2020 10:55

LadyLeucadia See I don’t even know how to do that????! How do I move to another provider?

OP posts:
Original poster
nannymags · 08/05/2020 10:56

LadyLeucadia Have tried to get A PAC and keep getting reply that the number is no longer active. But it’s the number 3 told me to use

OP posts:
Original poster
nannymags · 08/05/2020 10:57

Jent13c Could you let me know how you started your complaints procedure please? I don’t want to do it right now as I know everybody will be overwhelmed but my problems have started way before lockdown so once things pick up a bit I want to complain definitely.

OP posts:
Original poster
nannymags · 08/05/2020 10:59

mummmy2017 Thank you will try this. I did it last weekend and thought that’s what I’ve already asked but they have only done the cancelling part not the moving number part!!!

OP posts:
mummmy2017 · 08/05/2020 12:29

We have always used 3 mobile.
They can and do swap numbers on contracts, we have done it loads of times...
I have unlimited everything for £18 a very old contract, from over ten years ago.

Original poster
nannymags · 12/05/2020 07:25

Super mummy’s please help again. I’d applied for a new SIM card to be sent and given notice to cancel the previous contract.
I’d received a paper bill last week with bill of £24.00 which I believe could be a missed payment from Apri, with a bill due date of 20th May.

I finished work last night to find an email from three saying they’ve passed my account to a debt agency!

I’m freaking out. I couldn’t get through to customer services last night and I know their call centre Is based in India with very minimal services.

Of course will try to call and message them but will appreciate any advice!

I could t sleep last night that I messed up my credit and that I’m goofy to have Bailiffs coming around!

OP posts:
mummmy2017 · 12/05/2020 07:31

Have you gone on chat for three, on the online page?

Original poster
nannymags · 12/05/2020 07:33

They had closed for the nights by the time I read the email. Will try this morning think they’re up again at 9

OP posts:
onemorepringle · 12/05/2020 07:34

Try this for requesting a PAC:

www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2019/end-it-with-a-text-mobile-switching

Original poster
nannymags · 12/05/2020 07:38

Thank you Pringle. I’ve done that And it didn’t work but now have a new panic! Been sent an email that three have passed my account to a debt agency

OP posts:
mummmy2017 · 12/05/2020 07:38

Ask them what you still owe on the account.
Screen print the answer.
If you still have to keep the contract for 36 months.
Ask what they can do to help.

mummmy2017 · 12/05/2020 07:42

Sorry got you confused with the boyfriend with the mobile.
Tell them they promised to close your old contract, and move the number to your new contract.
Ask them why this was not doing.
Still screen shot it all.
Ask them why a bill when old contract is pay as you go.

Kernowgal · 12/05/2020 07:51

No advice, just empathy - this month I am finally free of the late payment marker slapped on my credit score by Orange mobile for not noticing that my direct debits hadn't gone through (set up £9/month contract via Phones 4U, who went bust a week later and the direct debit request never reached my bank). I tried to get it resolved and was promised all sorts but nope. Gave up. Hope you have more luck!

OnlyFoolsnMothers · 12/05/2020 07:59

Sorry OP I’m confused is it the £24 they have passed on to a debt agency?
I will never ever use 3 again, they are absolute scum. I closed an account over a decade ago, paid off in full. They then passed £30 to a debt collection agency, I asked them to send me the recording of when I closed the account and they said I didn’t owe anything. I was stuck between “sorry ms only fools this is now with a debt collection agency” and a debt collection agency who said “we know nothing about the debt itself”....in the end I paid it but hate myself for giving in, I was young.

DropZoneOne · 12/05/2020 08:06

Oh i did this with EE. Was cheaper to take out a new contract than upgrade but then wanted to keep my number. Which Carphone Warehouse said i could do, but no, you can't!

I took out a new PAYG, ported old number onto that contract which took 48 hours, gave notice to cancel old contract (so still had to pay for a month). Then had to call again to port old number onto new contract, wait 48 hours again.

Next time, will just call them and ask them to price match!

Original poster
nannymags · 12/05/2020 08:11

OnlyFoolsnMothers Who did you pay and how?
I’m happy to settle up but just tried to ring 3 automatic and it said it had zero balance.

OP posts:
Original poster
nannymags · 12/05/2020 08:12

Kernowgal Ah what’s a late payment marker?!!!

OP posts:
OnlyFoolsnMothers · 12/05/2020 08:13

Paid the debt collection agency, like I said I was young, scared and naive.

Original poster
nannymags · 12/05/2020 08:14

OnlyFoolsnMothers What would you have done now? X

OP posts:
OnlyFoolsnMothers · 12/05/2020 08:19

Fought back- written recorded delivery letters to both 3 and the debt collection agency requesting proof of the debt, refuting their claims etc- I would let it get to court it they failed to provide as such. I doubt the debt collection agency would have bothered taking it that far for the amount. Debt collections thrive on people’s fear