Porting failed

[Erin_16763]

Hey,

I am trying to upgrade my phone since I am due an upgrade today. I am doing it thru logged in my3 and using the upgrade button. It asks me if I want to keep my number and I say yes and then when it asks me to put my number in so I can get a pin, It says that number cannot be ported, why?? Its my number so I don’t understand why this is not working. Please help 

[Three_Stacey]

Hi @Erin_16763 👋 welcome to 3Community 😊 I'd love to help you with this. When you log in to your My3 account are you clicking the Upgrade Device button on your dashboard or in the online shop? If you have a look at our All About My3 and Bill Pay blog the upgrade button is highlighted as No. 5.