topic Re: Refused access to account & number of 16+ years due to discrepancy in Three's records in Account and services

Refused access to account & number of 16+ years due to discrepancy in Three's records

kater573 — Mon, 27 Apr 2026 13:53:22 GMT

Anyone else come across this?

For years I've had 2 mobile numbers with Three, each of which Three have assigned separate contract numbers.

One mobile number I've had since before 2010 & used myself before I gave it to my son to use and took out a second Three mobile number to use myself. Since then I've paid every monthly bill for both accounts.

However in early March when I tried to access my account for the longer-standing number, used by my son, I was informed the account details - initially, according to Three, the name, postcode AND date of birth - I supplied did not match what Three had on record, and as such they refused to grant me access.

Some time into the online chat Three said the name wasn't after all an issue, just postcode & DOB.

I managed to find out only that the postcode was not my/our address from 2007-2025, nor my address since then [updated with Three when I moved], nor any temporary address for my son in the interim.

Likewise, DOB was apparently neither mine nor his.

Three refused to tell me what postcode or DOB they *do* have in their records - nor since when.

Three customer services eventually emailed me from <proofs@.......> with the same impossible circular request: they won't amend the details for my account unless I first provide them with the incorrect postcode & incorrect DOB they hold - of which I have no knowledge.

Since then I and my son have tried to make progress and have struck a wall.

Needless to say, their 'concern' for the security of this account / number has at no point stopped them billing me for it.

Immensely frustrated & ready to hit Trustpilot... contract has now expired & at this point all I want is a PAC to retain a number I paid for for over 16 years.

Re: Refused access to account & number of 16+ years due to discrepancy in Three's records

Paddiewack — Mon, 27 Apr 2026 14:14:01 GMT

This is a strange one. I’ve looked online to see if there’s any way that you can get a pac code without giving your correct date of birth and while some networks will allow that to happen,it seems there’s no way that you can do that on the Three network. You can kind of see it from their point of view because it could be an attempt at sim swap fraud so they have to be careful. It’s strange in the nicest possible way that you have the incorrect postcode and the incorrect date of birth. I can see that you could have Erroneously given a postcode and I suppose in theory you could’ve erroneously given an incorrect date of birth but you have to see it as I’ve said before from Three’s point of view that to prevent Fraud they have to be fairly rigid.If it were me I would ring Customer Service services (you mentioned chat) I’d always call them on 333 and explain the situation and you may perhaps find a malleable operative who realises that you’re in a bit of a quandry and allow you to get a pac by going through other security protocols and questions but I wouldn’t bank on it.

Re: Refused access to account & number of 16+ years due to discrepancy in Three's records

JonathanB — Tue, 28 Apr 2026 13:07:30 GMT

Hi @kater573,

I can appreciate your frustration here. I would expect if you've explained that there seems to be incorrect info saved to your account, that the Proofs team would allow you to send them an image of your photo ID to clear this up. If you don't seem to be able to move the conversation forwards from there, you could visit one of our Three stores with your ID instead. Passport or Driving Licences can usually be accepted in store to clear up this sort of issue.

Thanks,
Jonathan