topic Re: incompetence in Account and services

incompetence

27412 — Sun, 10 Nov 2024 14:07:33 GMT

I have an account, i sign in to it with one email, but i have asked CS to change the email so i can sign in with a new / correct email,

they seem to be struggling to understand , they tell me the email is applied to the profile (i see it in "my details" section, so i can do password resets to it)
They ask me to register with the new email, but it is saying already registered.
they ask me to log in, but it doesnt let me, as it isnt assigned to the account correctly.
it surely isnt hard to update the account log in email address?

Re: incompetence

KateS — Mon, 11 Nov 2024 14:53:06 GMT

Hey @27412,

Ah, I'm sorry to hear you've had so much trouble getting access to your account with your new email address.

It sounds like it's been updated on the account but not on our systems for your online log in.

If you enter the old email address, does it allow you access to your account? Just to check - is this for your Three account or Three+?

Thanks,
Kate

Re: incompetence

27412 — Sat, 22 Feb 2025 11:56:21 GMT

Hi Kate, sorry I'm off gave up trying to access . But I'm struggling as can't see my own account.

Can you link my email to the 2 phone numbers please.

How do I provide you these details without them being visible to the internet.

My email is currently linked to my son's three number ending 3115 , as that's the first one we set up.

My number was ported from EE , to a new contract , but I can only see my son's account and not my own contract. It is really pathetic to use different emails on each account. And if 3 want to use cheap foreign labour at least have some competent English speaking techs available where needed.

Re: incompetence

PeteG — Sun, 23 Feb 2025 11:53:00 GMT

Hi.

Community members and Support Team don't have access to your Three account in order to make changes. You would need to contact the Support Team on chat or by calling, provide them with your numbers, and let them know you'd like to merge the accounts.

Pete.

Re: incompetence

27412 — Sun, 23 Feb 2025 12:01:22 GMT

I have tried this multiple times. Multiple! It ends with them going around in circles trying to understand what I am asking. And not getting it done.

It really shouldn't be this hard for me to assign a new mobile number to an existing account. They can't do it. As they don't understand.

It needs to be a native English speaking person to be able to add the new number to the existing account so I can see my 2x 3(three)accounts under a single log in

Re: incompetence

JonathanB — Mon, 10 Mar 2025 15:31:04 GMT

Hi there,

I'm really sorry to hear this has been going on for so long now without being solved. I've sent a PM which will help you get in touch with more help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan