topic Re: no active plans in Account and services

no active plans

filbert — Tue, 15 Oct 2024 13:55:16 GMT

Just upgraded and no active plans on my account

Re: no active plans

JonathanB — Wed, 16 Oct 2024 10:23:15 GMT

That's really odd, when you upgrade it shouldn't affect how many lines you have on the account, as it's just the plan for an existing line that's updated. Is it possible you've had a line cancelled and a new account opened, or moved from a PAYG to Pay Monthly?

Thanks,
Jonathan

Re: no active plans

filbert — Fri, 18 Oct 2024 09:20:24 GMT

I recently had 2 numbers on my account.

One was cancelled.

But now I can't see my number on the account.

I can call 333 and get info there but not on the app

Thanks

Re: no active plans

PeteG — Mon, 21 Oct 2024 14:59:57 GMT

Hello.

That's quite strange. It sounds like the My3 account and linked email address might need to be reset. It isn't something you can do on your end, but you can speak to the Support Team to request that they get that done for you.

Pete.

Re: no active plans

filbert — Mon, 21 Oct 2024 17:15:53 GMT

tried a few times to get help on chat and keep getting cut off

Re: no active plans

KateS — Tue, 22 Oct 2024 10:59:31 GMT

Hey @filbert,

Sorry to hear you've had trouble connecting with the team. Did you manage to get connected via live chat after posting? You can also give us a call at 0333 338 1001 from any phone.

Thanks,

Kate

Re: no active plans

filbert — Tue, 22 Oct 2024 12:11:56 GMT

Did get in touch after 3 attempts.

They still can't sort the issue as they say I need a new email address as my email was with a cancelled number?

I still have my original number and original email.

Re: no active plans

KateS — Wed, 23 Oct 2024 11:57:43 GMT

Hey @filbert,

Thanks for clarifying.

I'll pop you over a PM with more information on how to get help with this issue. To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate