topic Attempting to setup Trusted Person in Account and services

Attempting to setup Trusted Person

AnthonyL3 — Fri, 24 Apr 2026 12:23:32 GMT

Product is a 5G router for the household.

Three state that a Trusted Person can be setup to access the service:

https://www.three.co.uk/vulnerability/more-options

Anybody succeed in doing this? Two long Live Chats failed, as has filling in a complaint form.

Re: Attempting to setup Trusted Person

JonathanB — Mon, 27 Apr 2026 12:53:05 GMT

Hi @AnthonyL3,

Sorry to hear that you've had trouble getting a contact added to your account. You've shared the page from our vulnerability pages, so in case this relates to a vulnerability or accessibility issue, you can reach our Customer Wellness Team here.

Thanks,
Jonathan

Re: Attempting to setup Trusted Person

AnthonyL3 — Tue, 28 Apr 2026 07:08:47 GMT

I merely want another member of the household to be able to access the account so that I don't have sole responsibiity. It is not a vulnerability issue though thanks for the email link. I'm now up to 2.5+hrs on live chats, emails and still no success. Don't have this issue with Water, Power, Council Tax etc and neither with BT when with them. The trusted person shows on the account.

I'm guessing that this is not a well established procedure and in reality I don't see why I shouldn't be able to set it all up by myself. It is different to a phone which is very personal. This is a household facility being a router. Various parts of Three seem to not know this and at stages I've been asked to enter the Three phone number so an SMS can be sent. How does one retrieve an SMS from a Data Sim in a router!!

Re: Attempting to setup Trusted Person

AnthonyL3 — Tue, 28 Apr 2026 07:20:02 GMT

Adding to my recent response I've now found a better explanation of what I am seeking:

https://www.three.co.uk/support/bills-and-contracts/managing-your-contract/setting-up-an-authorised-contact-on-your-account?intid=yxtsrch-faq-FAQ-117&source_description=yext%7Efaqs%7Efaq-117

"An authorised contact is someone who can access your account as a secondary contact. You can set up an authorised contact if, for example, you've bought a phone or Mobile Broadband device on a contract in your name but another family member is the main user."

This I believe is what I presented Live Chat with but 3 attempts have failed to provide a working solution.

Re: Attempting to setup Trusted Person

JonathanB — Wed, 29 Apr 2026 14:13:29 GMT

That's disappointing to hear. If you're the account holder then it should just be a matter of passing initial security checks then an authorised contact can be added to an account. As you've not been able to resolve this with customer services, you can escalate the issue here.

In terms of accessing texts sent to a data SIM, most routers and Mifi devices do have an SMS/text inbox if you log in to the device using a browser on another device. Typically using a process like this:

Enter your device's default gateway IP address in the address bar. Most devices will use the default router address 192.168.8.1, 192.168.1.1 or 192.168.0.1.
Enter your router's username and password, then tap Login. The default login credentials can be found on the back of the router.

Once logged in check if you have a messages or SMS section in the admin pages. Failing this, our data SIMs should also work in a phone too if receiving a text is necessary for some reason.

I will note that our Broadband teams would usually default to sending security codes to the account email instead though, so it usually wouldn't be necessary to take these sorts of steps.

Thanks,
Jonathan

Re: Attempting to setup Trusted Person

AnthonyL3 — Wed, 29 Apr 2026 15:25:57 GMT

Thank you.

I wasn't aware of the facility to receive SMS on the hub, which now shows 4 verification messages.
I've once again phoned Broadband support and had to persuade them to send the code via email. My issue of my wife being able to login would be fully resoved if the login verification code was sent by email.
I have already raised one complaint, which has been misunderstood and seems to have now been cleared off.
There may be another complaint raised to the technical team but if that is the case the support person I just spoke to is unaware of it.
I am told I should be able to see the progress of complaints but I can't. Using Windows10/11 Firefox/Chrome. I don't see anything under My Account details

Just to confirm that you are saying it is your understanding that the system should be able to allow a second person to login even though I've just been told that is not possible but they can be permitted to phone support.

Re: Attempting to setup Trusted Person

JonathanB — Thu, 30 Apr 2026 08:47:06 GMT

Hi @AnthonyL3,

There's possibly some confusion here. To my understanding an authorised contact is where you give customer services the details of a trusted person, then in future they are able to call or chat with customer services. Once set up, they pass security with the team using their own details, and can discuss the account and make changes without the account holder needing to authorise this on every call.

Thanks,
Jonathan