topic Issue accessing my mobile broadband account. in Account and services

Issue accessing my mobile broadband account.

JoshBear — Thu, 10 Oct 2024 13:31:17 GMT

Hi, I have recently purchased a 5G mobile broadband hub from three and when I try and log into my account the website says it has sent a text to a number with a pin. I don't recognise that number and of course I don't have a three mobile number as all I have is a mobile broadband account.

How do I get access to my account?

Thanks

Josh

Re: Issue accessing my mobile broadband account.

PeteG — Fri, 11 Oct 2024 15:01:26 GMT

Hello, Josh.

You can request for the codes to be sent to an alternate mobile phone number. To do that, you'll need to pop through to the Broadband Team and ask them to update the information on the account for you.

Pete.

Re: Issue accessing my mobile broadband account.

JoshBear — Fri, 11 Oct 2024 15:16:06 GMT

Thanks. Just tried that and after 10 mins of chatting to the bot where it kept asking for my three phone number 🙁I got this message

Sorry no operators are available at the moment. Please try again later. Our opening hours are: 8am-10pm (Monday to Friday) 9am-8pm (Saturday and Sunday). Alternatively, why not try downloading our App www.three.co.uk/threeapp and register for My3 where you can manage your account. Check out our Support pages using the following links: www.three.co.uk/support For any Network Coverage issues, please try here: https://www.three.co.uk/support/network_and_coverage/network_support

Re: Issue accessing my mobile broadband account.

JoshBear — Fri, 11 Oct 2024 15:35:53 GMT

got through. Had a good chat when a live person. Job done they said. Just tried and still texting a number I don't recognise 😢

Re: Issue accessing my mobile broadband account.

JoshBear — Fri, 11 Oct 2024 16:26:19 GMT

And now chatting to another person at three and they are saying you can't have another number on the account to send texts to. Bit frustrating

Re: Issue accessing my mobile broadband account.

JoshBear — Fri, 11 Oct 2024 16:49:37 GMT

And to close this off. I am in. had to change my email address on the account. but I am in now. thanks

Re: Issue accessing my mobile broadband account.

PeteG — Sat, 12 Oct 2024 15:08:07 GMT

That's strange, I'm not sure why the advice would be different. The number it's likely texting by default is the number for the broadband SIM. You can either log into the administration page of the Hub to retrieve messages, or you can put the SIM from the Hub into a phone and can then receive the messages.

Pete.

Re: Issue accessing my mobile broadband account.

JoshBear — Sat, 12 Oct 2024 16:34:43 GMT

Hi. Thanks. Got it sorted in the end. Thanks again for the direction.

Re: Issue accessing my mobile broadband account.

MurrayP — Mon, 25 Aug 2025 09:07:02 GMT

I am trying to access my 3 account. I put in my email address, received a pin, put that in, then it asks for my mobile number but they won't accept eleven numbers only ten so it rejects it. All mobiles that I know of has eleven numbers so of course I can't access my account.

Re: Issue accessing my mobile broadband account.

JonathanB — Tue, 26 Aug 2025 09:35:05 GMT

Hi @MurrayP,

That's really strange, is it possible that the +44/0 is already filled in and you're being prompted to enter the number from the 7 onwards?

I've not seen any other feedback to this effect, could you possibly attach a screenshot of the page which is giving you trouble logging in? (Please don't include any personal information e,g, blank out your phone number)

Thanks,
Jonathan