topic Re: Losing the will to live 🙄 in Account and services

Losing the will to live 🙄

Dannii1263 — Fri, 20 Sep 2024 16:57:51 GMT

I have 4 accounts with 3, for myself and 3 children (one of whom is now an adult).
No issues with the accounts for the younger two and we can login using their email addresses fine.
But for years now we keep having a recurring problem with me being unable to log into my own account/phone number… I input my mobile phone number, email address and password and it says it’ll send a verification code… then sends a code to my adult daughters number… when the code is input, it takes us to her phone numbers account…

No less than 3 times not, customer services have assured me that my email address isn’t linked to her phone number, and they have ‘changed’ the address to her email address. It shouldn’t have needed to be changed each time… but apparently is has been.
I’ve been told to uninstall and reinstall the app and then re register with my email address… guess what… same problem. So I’m unable to access my own phone numbers account online.

I’ve asked if we can transfer my daughters phone number account, entirely into her name, as she’s an adult and she’s paid her own bill for years now… to be told they’re unable to do that and to re contact them in a few weeks as they’re updating systems yet again… we’ve had my daughters number with 3 for over 10 years… probably 20 years actually…

Does anyone have any ideas at all to help as I’m started to get so frustrated that I’m debating cancelling all 4 accounts and moving elsewhere. It shouldn’t be this hard to contact three, and/or get a resolution that works… and doesn’t reset itself every single time they ‘update’ their systems… which seems to revert the systems instead…

I’m more than frustrated at this point.
Any advice and solutions will gratefully be accepted.

Many thanks ☺️

Re: Losing the will to live 🙄

PeteG — Mon, 23 Sep 2024 17:52:48 GMT

Hello. Dannii.

Ah, that's not so good. It sounds like the younger children have separate accounts, but your other child and yourself must be on the same account. If that's the case, you should be able to view your phone number one the verification code has been verified on your daughters phone. She should also be able to see her own number.

If I'm not mistaken, you should be able to log into both phones. With the log in completed on both phones, your daughter should be able to select her own number on her phone, and your should be ale to select your number on your phone.

It's not possible to change the ownership of the account currently, but perhaps it'll be possible again some time soon. hopefully you can get this working for now until that option comes up.

Pete.

Re: Losing the will to live 🙄

Dannii1263 — Tue, 24 Sep 2024 10:15:54 GMT

Hi Pete, thank you for taking the time to respond. I appreciate it.
I can’t log into both accounts, and my daughter account and mine have separate account numbers (verified from emails received as I can’t get into my own account to check).

We’ve also tried to log in using my daughters phone, and again, we can only see her account and not mine.

It’s ridiculous, and I now have an email from 3 saying that my current plan is no longer available and I have until the middle of August to choose a new plan or they’re automatically moving me into a more expensive one…

I’ve tried to resolve this so many times over the last few years and been failed, that I’m now just researching alternative providers to move all 4 accounts across to as soon as possible (we’re all out of contract now).
It feels as though they’ve become complacent because they’ve had my custom for 20+ years, but I’m tired of the lack of customer service and no willingness from them to resolve this.

Re: Losing the will to live 🙄

Dannii1263 — Tue, 24 Sep 2024 10:17:08 GMT

Apologies, not the middle of August to change, the middle of October.

Re: Losing the will to live 🙄

JonathanB — Wed, 25 Sep 2024 13:42:26 GMT

Hi @Dannii1263,

As Pete says, a change of ownership isn't currently possible, but I've sent you a PM to get you in touch with more help in terms of properly linking the accounts so that you can access these.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Losing the will to live 🙄

Dannii1263 — Thu, 26 Sep 2024 15:24:26 GMT

Thank you for taking the time to respond Jonathan, I’ll go and check your message out now. Many thanks again.