topic Re: Urgent - managing multiple numbers on three.co.uk in Account and services

Urgent - managing multiple numbers on three.co.uk

mstv — Sat, 12 Aug 2023 17:16:30 GMT

I have 4 numbers with three (separate accounts). Before, I could login with each number separately and access the three website. This is no longer possible since the upgrade, so now I have no way to manage these accounts. I am told by customer services that I must have a separate email account for each number.

However, when I login to the website, I can "add a line" which takes me to the opportunity to purchase another phone or sim. So the system DOES obviously support multiple numbers. What I need to do is merge all my accounts into one, and access all the numbers in one account.

Three - this has to be the most obvious situation for many customers, as you can see from the other posts on this forum. How could you possibly have not realised that this would be a major issue for people? Or did you choose instead to ignore the pain and inconvenience it would cause your customers? Can someone please PM me to discuss this, otherwise all my numbers will be transferred to another provider as soon as possible.

Re: Urgent - managing multiple numbers on three.co.uk

sc1999 — Sat, 12 Aug 2023 17:18:24 GMT

Why is there a need to use a different email address as the accounts could be differentiated by a unique number issued by 3. Can you see where I am going? Answers on a postcard.

Re: Urgent - managing multiple numbers on three.co.uk

mstv — Sat, 12 Aug 2023 17:23:54 GMT

What - you mean like a phone number or account number, which is how the system used to work? Gosh, that would be far too obvious.

Re: Urgent - managing multiple numbers on three.co.uk

Clever-Trevor — Sat, 12 Aug 2023 18:00:41 GMT

It’s a huge mess! Used to work fine & now not - they called it progress -

but since I now ran out of emails, just have to buy from other providers they do support multiple numbers on one login - ( makes you wonder what Three were thinking when they created this mess )

Re: Urgent - managing multiple numbers on three.co.uk

PeteG — Sat, 12 Aug 2023 18:54:17 GMT

Hello.

I'm sorry to hear the changes to the system have impacted you so much. I can understand why that would be frustrating if you have many accounts.

The issues are something we're aware of, and it has been fed back to the relevant teams. I hopeful it won't be too long until some fixes can be put in place to make this easier for customers.

Pete.

Re: Urgent - managing multiple numbers on three.co.uk

mstv — Sun, 20 Aug 2023 21:15:38 GMT

Hi Pete,

It is a complete mess. Even though I have now obtained three additional email addresses to use, I cannot register online with them, as the "system" recognises there is an existing email address associated with each of my numbers and expects me to enter that as part of the process. Then, it tells me that the email address in question has already been used. It won't let me enter a NEW email address. Can you possibly create some kind of online form for customers to send to you in order to have this sorted out? It is really very frustrating to have to go through this. This was either a huge oversight on the part of the product management group responsible, or a known choice by the same people - either situation is shocking. You have effectively blocked our access to the products we're paying for, and the ability to see billing information, call records etc - and you expect customers to fix it.

Re: Urgent - managing multiple numbers on three.co.uk

gboyella — Mon, 16 Oct 2023 10:48:21 GMT

To think this still remains an unresolved problem is shocking. I am going to move to another provider as I am unable to check my account.

Re: Urgent - managing multiple numbers on three.co.uk

3Yousuck — Wed, 25 Oct 2023 23:16:35 GMT

It’s now been over two months since your reply on this, and there is still no way to merge all my accounts. We have 6 lines in our household, and we are all considering moving network, because of this crazy inconvenience.
I could understand having to re-register and maybe re-add my numbers after your supposed “upgrade”, but not being able to do it at all!?

Re: Urgent - managing multiple numbers on three.co.uk

Zoesdad1 — Sun, 28 Jan 2024 21:54:39 GMT

This is an issue for me as well. I have three SIMS, all PAYG. Two are data-only used in a MiFi and the other for internet in the car. Previously I have had three separate "accounts", one for each SIM number, with their own passwords but the same email. I'm now in the position of not being able to see the remaining data allowance on either of the data-only SIMS.

I have contacted customer service who assured me that, after some action on their part, I would be able to manage the car SIM in the app. Sadly, as soon as I tried to access the account I got the registration screen and it wouldn't let me register as the email was already in use.

Correcting this in the "new, improved" app should not be much of an issue, and really should have been fixed by now.

Alternatively, let the customer service desk remove the account for the secondary SIMS so they can be registered again, following the new regime. I would have thought that the security round SIM ownership would be satisfied by the presence of a duplicate email address. I have other email addresses available, but I can't change the accounts myself (as I can't access them).

Can this be achieved?

Re: Urgent - managing multiple numbers on three.co.uk

ms-tv — Sun, 31 Mar 2024 15:53:23 GMT

I'm the original poster (although had to re-register on the forum). I eventually had to get this resolved as one of my accounts went out of contract. Amazingly and very pleasingly, I used the live chat and supplied all the numbers I owned, went through security validation (SMS sent to each number) and the advisor merged all my accounts under one account. I can now switch between accounts successfully having logged in with just the main account. When I login, I'm presented a of account numbers from which to choose, and I can switch between them. This is what should have been available from the outset, but I'm grateful it's solved now. When the accounts list is presented, it suggests the overall account is a business account.

Re: Urgent - managing multiple numbers on three.co.uk

JonathanB — Mon, 01 Apr 2024 15:46:46 GMT

Glad to hear this new process is working in practice! And thanks for taking the time to update the thread.

Re: Urgent - managing multiple numbers on three.co.uk

Rez — Sun, 28 Apr 2024 06:33:36 GMT

It’s now nearly 5 months and this is still an issue, I have 2 devices and only one email ( I do not intend to set up more it’s a security risk I do not want) is there a solid work around to this or has the problem been fixed !!!!!!!

Re: Urgent - managing multiple numbers on three.co.uk

PeteG — Sun, 28 Apr 2024 10:04:35 GMT

Hello.

You can contact the support team here and ask them to merge your accounts into one. This will allow you to manage both numbers under 1 account.

Pete.

Re: Urgent - managing multiple numbers on three.co.uk

haggisman — Sat, 04 May 2024 13:55:50 GMT

I'm in this exact same situation managing 4 numbers for the household and, rather unpleasingly, the live chat guy just kept insisting on 'resetting my login' and telling me that I could register multiple numbers under the same email address... which the website seems to suggest is not possible. I guess it's luck of the draw with who you speak to and I'll need to re-roll the live chat dice again.

On the off chance anyone from Three is monitoring, then please get in touch as like the OP here... transferring my numbers out to another provider is currently the only way I have to be able to manage these secondary numbers...unless I can be set up with a similar solution. clock is ticking.

Re: Urgent - managing multiple numbers on three.co.uk

carl4000 — Wed, 08 May 2024 10:55:19 GMT

I was in the same boat, last year I had three accounts under one email address. Then they update their system and I had to make an additional two email addresses to access two of my accounts.

In order to get the best deal i setup a new contract each year, but when i have closed my accounts and tried to move back, i have to make an additonal 3 new email addresses as they cannot use my other 3 that i made last yar as they are closed accounts.Total joke, I have moved one of my accounts from three so far and will be leaving three for good when the other 2 accounts expire.

Re: Urgent - managing multiple numbers on three.co.uk

haggisman — Fri, 17 May 2024 16:39:10 GMT

The complaints team themselves have since told me as you say above, multiple bogus email addresses required. No thanks. They don't even allow you to use the Gmail "+" hack when you register to have multiple sub-email addresses from one email account.

I've linked them to a couple of posts on this forum where people have been successful for their consideration, but if this is the type of support I can expect, is it worth staying lol

They have to be losing a reasonable amount of money by running things this way. It just an easier way to manage your household, certainly when there are younger / older / more vulnerable members of the family. At least there are other companies who will do it and.. my contracts all come due at roughly similar times so I can just crack on.

Re: Urgent - managing multiple numbers on three.co.uk

Monzor86 — Fri, 28 Jun 2024 01:13:17 GMT

All great..woohoo...No it's not! Why do we need to contact live chat to do this? This should be something I should be able to do anyway. It's normal to have a phone account and a mobile BB account.

I'll be cancelling this week, I've not had a service from you for the past month anyway.

Disgraceful! I woukd not recommend you to anyone

Re: Urgent - managing multiple numbers on three.co.uk

Tina1964 — Sat, 09 Nov 2024 17:12:41 GMT

Three network are a nightmare

Re: Urgent - managing multiple numbers on three.co.uk

Tina1964 — Sat, 09 Nov 2024 17:14:31 GMT

Really am surprised. That must have a brilliant advisor. They use advisors from abroad who don’t seem to know what they are doing. They have refused several times and I want to move all my contracts from three. Won’t renew them

Re: Urgent - managing multiple numbers on three.co.uk

CeCe — Tue, 17 Dec 2024 07:10:56 GMT

ABSOLUTELY RIDICULOUS !!

I thought something was wrong with my phone because zi couldn't register my other account with the same email. Three MUST do something about this ASAP!!