topic Re: Upgrade issues. in Account and services

Upgrade issues.

MrTD1 — Tue, 20 Jan 2026 19:38:45 GMT

I have been with three for over 20 years and never really had an issue until last year when I had a run in with a live chat agent over a three error. This ended with the complaint being handled by the ombudsman and three settling in my favour.

I have just tried to upgrade, and have found that the email field on the 'my details' field has been deleted, and I unable to update it as the box has been 'disabled'

This is preventing the upgrade from being processed.

I can not get an answer from 3 to explain this, and my interactions with their customer care have not been productive

Re: Upgrade issues.

MichaelP — Wed, 21 Jan 2026 09:29:00 GMT

Hi there @MrTD1,

I understand it's not possible to upgrade if an email address doesn't show on your account. Has this always been the case, or do you recall when you first noticed that it was no longer there?

When you spoke to Customer Services, was adding the email address back to your account discussed? If so, what steps were indicated as required for this?

Thanks,
Michael

Re: Upgrade issues.

MrTD1 — Wed, 21 Jan 2026 11:52:05 GMT

Hi,

I've been with Three for 20 odd years, always had the same email address.

This only became an issue after a heated exchange with a belligerent live chat advisor around June/July last year when there was an error on my account.

Re: Upgrade issues.

MrTD1 — Wed, 21 Jan 2026 13:02:39 GMT

Sorry, to answer your question the agent asked for the email, then said he had updated it.

To date, it hasn't worked.

Re: Upgrade issues.

MichaelP — Thu, 22 Jan 2026 10:30:36 GMT

Hi again @MrTD1,

Thanks for confirming, and it's strange if they advised that the email address was added, but this isn't the case.

I've done some digging into this and it has been confirmed as a technical issue and a ticket has been raised for a fix.

I'll reach out to you once we have an update.

Thanks for your patience,

Michael

Re: Upgrade issues.

MichaelP — Mon, 26 Jan 2026 11:34:08 GMT

Hi again @MrTD1,

Thanks a lot for your patience with this.

We understand that this has now be fixed and you should be able to see your email address.

Can you please have a look at let me know if you're now able to upgrade?

Thanks again,
Michael