topic Re: How to view open cases/queries under your account? in Account and services

How to view open cases/queries under your account?

yovin — Tue, 01 Apr 2025 13:09:00 GMT

Hello, does anyone know how to find open cases in your account. I have the reference numbers and got emails saying login to check case for the updates. But I can't find this anywhere. Three customer support have been unhelpful and I am not sure how I meant to see any updates.

Re: How to view open cases/queries under your account?

jr0 — Tue, 01 Apr 2025 19:50:41 GMT

From similar posts sounds like you cannot see this in the app or online and therefore you need to enjoy the wonderful experience and reach out to contact centre...

Re: How to view open cases/queries under your account?

JonathanB — Wed, 02 Apr 2025 13:24:47 GMT

Hi @yovin,

In almost every situation, case updates are internal, so you wouldn't be able to see these from your online account. Customer services should be able to help communicate anything noted in cases on your account. If you can let me know a bit more about the underlying situation, I can certainly check if there's any more advice we can provide, or if I can do anything to point you in the right direction to help solve the issue?

Thanks,
Jonathan

Re: How to view open cases/queries under your account?

yovin — Mon, 07 Apr 2025 14:54:22 GMT

Hi @JonathanB,

Thanks for the reply, I got a callback from the customer service team on the updated notes for the complaint which was regarding not receiving a jiffy bag to return the router despite requesting 3 times. I have finally received a bag and returned the device, so hopefully everything should be fine now.

Re: How to view open cases/queries under your account?

JonathanB — Mon, 07 Apr 2025 15:59:07 GMT

Hi @yovin,

That's good to hear, glad that the team managed to help this time. Please let us know if you do need any further assistance down the line.

Thanks,
Jonathan

Re: How to view open cases/queries under your account?

Kez152 — Sat, 12 Apr 2025 07:11:10 GMT

I have had the same- an email stating I have an update on my query and for me to take a look as soon as possible then advising me to manage my query by logging in. But there is in fact no way to even view or access queries online- rather frustrating

Re: How to view open cases/queries under your account?

SparklySilver — Wed, 16 Apr 2025 11:37:45 GMT

There used to be a way to see at least some of the info regarding cases/complaints. (I appreciate there would likely have always been hidden internal notes as well.) Three have been removing functionality/breaking functionality on their website quite a bit lately!

Re: How to view open cases/queries under your account?

Antonf — Wed, 19 Nov 2025 20:58:59 GMT

Re: How to view open cases/queries under your account?

Antonf — Wed, 19 Nov 2025 20:59:47 GMT

I'm having this very same problem.

Re: How to view open cases/queries under your account?

JonathanB — Thu, 20 Nov 2025 17:22:20 GMT

Hi @Antonf,

Sorry for any confusion caused by the message you've received. We've flagged this message based on some similar reports previously, and are awaiting a system update to prevent these messages being sent in error.

If you'd like to review what has been noted on your complaint, you would need to get in touch with the team.

Thanks,
Jonathan

Re: How to view open cases/queries under your account?

44466 — Tue, 25 Nov 2025 18:09:24 GMT

Really pathetic, been a 3 customer for less than two weeks and thankfully in my cooling off period, time to run for the hills

Re: How to view open cases/queries under your account?

MichaelP — Wed, 26 Nov 2025 10:08:55 GMT

Hello @44466,

I'm sorry to hear that you've been unhappy since joining Three.

Are you able to let me know what's happened that makes you feel this way?

Please share some more info, as I'm eager to see how we can help.

Thanks,
Michael