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I made a bit of a mistake last Friday and it's turning in to a nightmare.

Basically I needed a replacement SIM to chuck in my spare android phone.

Picked up the SIM, logged in to my account and used the activate replacement SIM function. After doing that I realised I had done it against the wrong profile - my daughter's number.

Stoooopidly I just changed profile to my number and then did the activate replacement SIM again. Within seconds both phones were dead. Daughter was not best pleased. Never fear, there's a Currys up the road, so I popped out and picked up 2 new Sims and did the activate replacement SIM against each number in the app.

But.... Whilst we both have mobile data and texts, neither of us can make or receive phone calls.

Another 2 replacement SIM picked up and registered using the chat function so they could register each of them for me. Exactly the same issue

Next day back to Currys and the chap advised putting a block on both Sims in the app, wait a while and then try registering new Sims again.

Exactly the same issue.

Neither of us can make or receive calls.

As daughter's number is just an out of contract SIM only deal, I cancelled her account/number and got her a new one from Smarty and ported her number over.

Thinking this might help, I left it another day and tried a replacement SIM on my number. You guessed it, same issue.

I've been on to chat for approx 3 hours over the past 2 days and they can't seem to offer any advice on how to fix this. Done so many reboots, network settings refreshes etc it's a surprise I haven't bricked my phone.

But essentially my sim says 3uk, number unknown, apn is three.co.uk

In system, about phone, status, SIM, mobile network state remains disconnected and the phone number is unknown.

Just don't know what to do to try and get this moved forward

Any advice would be hugely appreciated 

Hey there ​@Nicks90, we’re very sorry to hear that.

 

What phone’s do you both have please?

 

Have you tried both SIM cards in both phones?

 

Have the live-chat offered to raise this further to our technical team?

 

Thanks,

Tyler

Hi Tyler 

Yes live chat have raised this further, and will email me if they have an update - as I can't receive texts from unknown numbers either for some reason now. I spoke to the complaints line earlier as well because it's the only phone number I could find and they also believe it's not a hardware or SIM issue but related to the fact I activated the same SIM on both of my accounts phone numbers…

Devices we have tried between me and daughter are, Google pixel 6pro, Samsung S10, Samsung s22, umidigi one pro, Huawei p60pro and I think it was a Sony Xperia (Currys blokes test phone)

Used all these different devices for activating them and testing and exactly the same issue each time

So frustrating,  called the complaint team again only to be told the previous person had NOT raised a technical ticket, so literally nothing has happened so far.

Day 7 of having no ability to make or recieve phone calls or any ability to use mfa or OTP from apps or websites due to this.

And to top it all off, the tech team will only reach out to me by text to the number on the account t - which isn't working..... leaving me with no option but to call the complaint team every day to try and get an update.

Absolutely ridiculous service

Hey there ​@Nicks90, we’re very sorry to hear this.

 

Have you received any further updates thus far?

 

Thanks,

Tyler

Nope.

Nothing.

Still no updates or progress, this is ridiculous 

 

As an alternative what would be the chances idmobile would be able to delete my account and number for my pay monthly deal and create me a new account and number?

My thinking is I could pac my existing number over to my payg sim I am using temporarily and they just delete my account and create it all brand new, then I pack my existing number from the payg sim to my new account.

Is that something that could be done, as I am 6 months in to a 2 year pay monthly deal.

Hey there ​@Nicks90, we’re very sorry to hear that.

 

I’m not sure we’d be able to just delete your plan and account I’m afraid.

 

Is the PAYG SIM you’re talking about on another network, or our network?

 

Thanks,

Tyler

​@Tyler it's on ee

Just had a call back from the complaints team and spoke to someone that seemed very knowledgeable and genuinely interested in what's happening

 

He confirmed acall has been raised with 3 and think this might be some form of account wide call barring in effect due to 'unusual' account changes - ie quick fire sim activation across 2 numbers might have triggered it.

Let's wait and see

Thank you for taking the time to update us ​@Nicks90 

 

Please do let us know how this goes and if you have any further questions. 

 

Nat 

Still no success.

3 have said it could be an issue with the apn not being configured correctly against the msi  - whatever that is - and I have loaded a new apn to my phone sent to me by the complaints team.

That hasn't worked either.

Back to 3 again

Hey there ​@Nicks90, sorry to hear that.

 

We’d recommend keeping in touch with the complaints team as well who are dealing with your issue, and we hope they along with Three can resolve this ASAP for you.

 

Thanks,

Tyler

We have success!

All calls and texts - incoming and outgoing - have started working again

 

No idea what they've done, I'll give them a call tomorrow and find out and post here

We’re very glad to hear ​@Nicks90!

 

Thank you,

Tyler

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