topic Re: 6 weeks of Account Madness since 3 system update in Account and services

6 weeks of Account Madness since 3 system update

Caulfieldland — Thu, 07 Sep 2023 13:26:54 GMT

In the last 6 weeks Husband & I have spoken to approx 15 different (Always Different) 3 advisors. It started when were unable to register the 3 App and a 3 advisor talked us through the proccess and yet we ended up with: Me/my phone number account in my husbands name. Husband unable to see his phone details, but able to access mine with his own seperate login details.

Every time we discuss the issue it takes both of us together waiting & repeating the same old story. I cannot discuss issues with 3 on my own as they will not talk to ME about MY phone as they have it in my husbands name. Husband cannot discuss issue on his own because the passcodes & unique numbers are sent to my phone. Every time we go through the issue with a new advisor they end up saying that they will sort it out and ask us to try logging in again in 48hrs We give them 3 days or longer and find that nothing has changed. We start again.

At one point husband was told that they had him on a rolling contract (not sure why) and he would have to take out a new contract in order for them to sort out the issue. This turned out to be untrue. The issue remained the same, so he cancelled the contract before the 14 days had passed to return to rolling, stating his unwillingness to be trapped in this mess for another 2 years. Subsequently he has found he is being charged twice the amount of his previous rolling contract. This was not agreed on and I think it is devious and downright skanky behavior by 3 to punish the customer they are already letting down so badly.

The first issue here is the system update that has caused these problems

The second issue is that 3 advisors are clearly not able or willing to help. We are kept on hold, passed on to other people, told things that are not true, sent round in circles. Nobody at 3 is accountable to the customer, they all throw our problem around like it is some kind of game.

At time of posting we are waiting for the 3rd Manager we have spoken to get back to us (no one else has called us back) Wish us luck!

Re: 6 weeks of Account Madness since 3 system update

Geluk — Thu, 07 Sep 2023 15:29:54 GMT

You need to precis your posts here; too long.

Re: 6 weeks of Account Madness since 3 system update

sc1999 — Thu, 07 Sep 2023 15:35:22 GMT

I agree, I gave up halfway through.

Re: 6 weeks of Account Madness since 3 system update

Avondale — Thu, 07 Sep 2023 17:00:52 GMT

@Caulfieldland

I wonder whether one of our moderators - @JonathanB or @JohnD - will be able to put you in touch with someone with the knowledge and authority to sort this out ?

Re: 6 weeks of Account Madness since 3 system update

MarvEllis — Fri, 08 Sep 2023 20:33:53 GMT

Sadly in the last couple of weeks I've had to go through a similar horror situation (detailed in separate Community post). Re-registering my 2 phone numbers took many hours of chat with Three staff before I could log in. Unfortunately 24 hours later the system cracked again and I have been unable to log in since. Tech Support tells me they believe there is a system fault at their end and it may take weeks for them to solve.

What kind of lousy service is this? Why don't they go back to the previous system which for me worked perfectly for about 10 years?

Re: 6 weeks of Account Madness since 3 system update

Anonymous — Fri, 08 Sep 2023 23:05:00 GMT

Good to see the 'established' and 'maestro's taking time to read posts.

How did you get on @Caulfieldland?

Re: 6 weeks of Account Madness since 3 system update

Avondale — Sat, 09 Sep 2023 08:03:31 GMT

@Anonymous

The problem is that we are just customers on this community forum. When a user such as @Caulfieldland or @MarvEllis requires help that will involve accessing their account, we cannot assist. All we can do is to draw the issue to the attention of one of our moderators - @JonathanB or @JohnD - and to hope that they might facilitate a resolution.

Re: 6 weeks of Account Madness since 3 system update

Anonymous — Sat, 09 Sep 2023 08:08:32 GMT

@Avondale i'm know.

OP's issue is almoat cenrtainly an account issue which hopefully one of the 3 staff can help with.

I was referring to the two very helpful replies above yours. OP's abviously really frustrated and at the end of their tether and has posted as such.

Re: 6 weeks of Account Madness since 3 system update

MarvEllis — Sun, 10 Sep 2023 13:53:51 GMT

@Avondale wrote:
@Anonymous
The problem is that we are just customers on this community forum. When a user such as @Caulfieldland or @MarvEllis requires help that will involve accessing their account, we cannot assist. All we can do is to draw the issue to the attention of one of our moderators - @JonathanB or @JohnD - and to hope that they might facilitate a resolution.

I understand that other customers here will probably be unable to solve my serious account login problems following the recent disastrous system update by Three. Three Support are telling me it could take weeks to solve my problem thereby preventing me from accessing my accounts. I am hoping that someone in this community (be it member or moderator etc) may be able to point me to a complaints manager who can find a way of compensating me, eg by temporarily cancelling my monthly charges Unfortunately so far my attempt at raising formal complaint has got nowhere.

I urgently need to contact a Three manager will actually look at my complaint and take appropriate action.

Re: 6 weeks of Account Madness since 3 system update

Caulfieldland — Thu, 14 Sep 2023 13:34:31 GMT

I'm afraid it's even worse for me. A mamager did get back to us and sorted out access for husbands account, but he told us we would have to go to a 3 store with ID to sort out the names on the account side of the issue. Today we took that waste of a day. The 3 store were unable to help and merely tried to interest us in a more expensive upgrade. Husband rang 3 and got the same old story - I think he has told them to cancel everything and see them in court if they want cancellation fee.

Thank you for your comments

Re: 6 weeks of Account Madness since 3 system update

MarvEllis — Sat, 16 Sep 2023 14:58:04 GMT

@Caulfieldland wrote:
I'm afraid it's even worse for me...
Thank you for your comments

Well for me the the matter is getting worse and worse day by day. About 10 days ago I spoke to some strange Three staff member (giving me his name as Practik) who told me that the reason I am having all these problems re-registering by Three account is because I am not using a gmail email address. He told me in no uncertain terms that Three only accepts gmail.com email addresses for customer registration. I told him I have had a personal (non gmail) email address with Three for 10 years with no problems whatever but he obstinately refused to re-register my account with that email address and insisted I must only register with a gmail address. This seemed to me one of the biggest pieces of nonsense I have ever heard from a company that am a customer of. He forced me to generate a new gmail address for myself and re-register my Three account with it despite my strong objections. After that I spoke other Three staff who assured me there is no gmail only rule. Therefore I have asked Three to remove that unwanted gmail address and re-register with my proper personal address. However, after more than 10 days, Three still cannot get my account re-registered with my correct email address and tell me I may have to wait yet another week for the matter to be sorted.

Alongside this I have found a worrying matter with this Community site related to the ridiculous must use gmail.com problem. I attempted to report this gmail.com nonsense through a post in this Community but bizarrely it has been rejected as SPAM which I consider totally appropriate. This is my alleged SPAM post:
https://community.three.co.uk/t5/Account-and-services/Three-staff-tell-me-that-I-MUST-use-a-gmail-address-and-no-other-to-log-in-using-new-system/td-p/17902

Could someone here please explain to me why this Community has tossed it into the SPAM bucket?

Re: 6 weeks of Account Madness since 3 system update

sc1999 — Sat, 16 Sep 2023 15:23:34 GMT

There is only one word to describe the Gmail comment and it starts with the second letter of the alphabet and ends with the nineteenth.

I registered, and re-registered, with the same email and password and I use my personal domain.

In some companies Gmail addresses are automatically dumped in the spam folder. I use 365 and Microsoft puts their own emails in my spam folder.

Re: 6 weeks of Account Madness since 3 system update

Avondale — Sat, 16 Sep 2023 15:52:36 GMT

@MarvEllis

I hope that one of our moderators - maybe @JohnD or @JonathanB - will take a look at this as the whole thing is absolutely bizarre !

Re: 6 weeks of Account Madness since 3 system update

MarvEllis — Sat, 16 Sep 2023 21:07:38 GMT

Thanks, today I messaged the first of the 2 moderators you mentioned but so far I have not received a response. As I am new here can someone suggest how long it might take to receive a reply?

I am very concerned that my post here reporting the lie about gmail addresses being mandatory appears to have been sabotaged by someone here by marking it as SPAM for no reason. I have also sent a formal complaint last week to Three about their staff telling me the lie that only gmail addresses can be used for registering Three accounts. I have so far received no response to my complaint

I am appalled by the totally shambolic way Three has managed the move to the new system. I no longer recommend Three and it is unlikely that I will renew my Three contracts when they expire

Re: 6 weeks of Account Madness since 3 system update

sc1999 — Sun, 17 Sep 2023 05:42:37 GMT

The moderators are not full-time and dip in and out. It is Saturday so you may need to be patient.

Re: 6 weeks of Account Madness since 3 system update

MarvEllis — Mon, 18 Sep 2023 09:20:55 GMT

@sc1999 wrote:
The moderators are not full-time and dip in and out. It is Saturday so you may need to be patient.

OK it's Monday today and I hope the moderators can remove the inappropriate SPAM label from my post reporting a Three staff member who lied to me about gmail addresses being mandatory for customers registering an account:

https://community.three.co.uk/t5/Account-and-services/Three-staff-tell-me-that-I-MUST-use-a-gmail-address-and-no-other-to-log-in-using-new-system/td-p/17902

Re: 6 weeks of Account Madness since 3 system update

JonathanB — Tue, 19 Sep 2023 14:03:18 GMT

Hi @MarvEllis,

I'm sorry that a spam filter picked up your post in error and that it took us a while to restore this. Our spam filter is automated, and generally picks up on repetitive posts, or where it thinks there's inappropriate details being shared.

It looks like "example@gmail.com" was incorrectly determined to be an attempt to share personal info, or solicit contact. I appreciate this was an analogy on your part, but to an automated filter this seemed like spam.

I see you've posted a reply on the thread now, but I just wanted to apologise and clarify what happened.

Thanks,
Jonathan

Re: 6 weeks of Account Madness since 3 system update

MarvEllis — Tue, 19 Sep 2023 17:26:06 GMT

@JonathanB wrote:
Hi @MarvEllis,
I'm sorry that a spam filter picked up your post in error and that it took us a while to restore this. Our spam filter is automated, and generally picks up on repetitive posts, or where it thinks there's inappropriate details being shared.
It looks like "example@gmail.com" was incorrectly determined to be an attempt to share personal info, or solicit contact. I appreciate this was an analogy on your part, but to an automated filter this seemed like spam.
I see you've posted a reply on the thread now, but I just wanted to apologise and clarify what happened.
Thanks,
Jonathan

Thanks for your explanation as to why my post was marked a SPAM when it was not.

However, there's another problem I had with the inappropriate SPAM marking which you haven't addressed. When I noticed the unexpected SPAM marking I saw a notification alongside it which said:
"Marked as spam. If you believe this is an error, submit an abuse report."
Since I considered the post was most certainly not spam I was puzzled why it was telling me to submit an abuse report which seemed a totally inappropriate link. I did follow that crazy abuse report link and, as expected, it got me nowhere.

Can I ask that you alter the "... submit an abuse report." suggestion. Instead of the bizarre abuse report link, why not provide a link to enable the reader to submit a this post is incorrectly marked as spam report and it would have saved me a few days wondering how I could get the spam maker removed. Being a newbie I had no idea of the need to contact a moderator

Re: 6 weeks of Account Madness since 3 system update

JonathanB — Wed, 20 Sep 2023 15:38:03 GMT

Hi @MarvEllis,

I get where you're coming from, that is a really odd wording. Abuse report does sounds like where you'd be reporting inappropriate content, rather than appealing an incorrect decision.

I've flagged this up for review. In the meantime I've set up some more pro-active reporting for anything going into Spam and Abuse reports.

Thanks,
Jonathan

Re: 6 weeks of Account Madness since 3 system update

mariutto — Sun, 03 Dec 2023 23:51:12 GMT

I feel your pain. I have exactly the same issues.