Switching Prepay number to bill pay

[Add_00815]

Hello, I recently switched to bill pay online and three sent me out a new number which I did not want. I wanted to keep my old number.
Customer care were really helpful and processed a request to move my number over. I’m wondering if someone can tell me the status of this process and how long I will be without my number? I’m conscious I need it for work etc. and people are trying to contact me.
The request was put through Thursday around 5:30 and today is Saturday.
Please if anyone could help me as I’m starting to feel panicked I will never get my number back.

[Three_Deborah]

@Add_00815 Hi there, the 3Community team aren't available at weekends so I'm wondering did you contact Customer Care over the weekend? Is your "Prepay" number still active? 

[Add_00815]

Hello, I rang customer care. They are putting this through today by 5pm. My 3 prepay number has been cancelled yes, and they are transferring it on to the number on this phone.

Do you know will I be notified when the change is complete or should i just keep turning off and on my phone?

Also, in phone settings, will I need to update the number there?

[Three_Deborah]

@Add_00815 if this is the situation I'm thinking of, I've helped a few 3Community members in the past. If memory serves, you won't be notified, but please correct me later if I'm wrong.

After 5, just power off and on, and test that your old number is showing when you call or text someone. What phone do you have? You might have to update your number in the contacts if it's an iPhone.

[Add_00815]

Ok thank you.

I have an Iphone 13. I think theres a field in 'Settings>Phone>My number' which has the new phone number in it currently so not sure if I should update this with my old number or just leave it as it is.

Thanks

[Three_Deborah]

@Add_00815 wait until after your number moves over then update it, would be the best bet.

[Three_Deborah]

Good morning @Add_00815 was your number moved over successfully yesterday evening?  Let me know

[Add_00815]

Hello Deborah.

It wasn’t. I rang yesterday evening and they said it should have went through. I rang again this morning and they said it has been escalated to a woman named Mairead. I was speaking with someone based out of the Limerick office.

I’m wondering can I get an update on the process or if my request can be escalated on the priority list.
I am without my phone number now since Thursday the 18th of November.
I understand you are working on this but some visibility would be greatly appreciated.
Thanks for your help,
Sarah

[Three_Deborah]

@Add_00815 I get your frustration and thanks for being patient too. I believe that the Mairead you mentioned there is a Team Leader in our contact centre and you're details being passed on would be considered an escalation. 

Will you send me your old number and new number please? Along with your full name, address and date of birth. That way I'll be able to check the notes on your account. 

[Add_00815]

Thanks, 

I sent you a direct message with the details. Let me know if you got it. 

My three account doesnt seem to let me see my dashboard, I think its due to the change over from prepay to bill and the change of numbers.