topic Re: App not showing all my accounts in Account and services

App not showing all my accounts

Kim58 — Thu, 22 Aug 2024 08:24:02 GMT

I have 3 contracts with 2 mobile numbers and wi fi account, but can only access 2 of these on my 3 app.

Re: App not showing all my accounts

PeteG — Fri, 23 Aug 2024 17:51:05 GMT

Hello, Kim.

It sounds like one of the lines is not sitting within the same account as the other two. This effectively means you have two accounts.

To remedy the issue, reach out to the Support Team and advise them you'd like to have the number that's separate from the other ones merged into a single account.

Pete.

Re: App not showing all my accounts

shane6784 — Sun, 13 Oct 2024 16:58:32 GMT

I have the exact same issue and ive spent weeks and many hours explaining to issue to 3 network. i have given info in great detail to the technical team and nobody can help me. They keep passing me to a different person and/or telling me a later date. Theres no fix for this issue and they cannot give me a reason. I have 3 lines. 2 lines are wifi sim card routers and 1 line is my mobile. i can only view 1 line when i sign into my account. That 1 line is my mobile number. Theyre useless and under trained to solve this issue and they wont accept that its their fault.

Re: App not showing all my accounts

KateS — Mon, 14 Oct 2024 13:41:08 GMT

Hey @shane6784,

Welcome to the Three Community.

Hmm, that's odd. Just to clarify, are you looking to link all 3 accounts under one email address to manage them all under one log in on the My3 app/online?

Are all 3 accounts registered under your details?

Thanks,

Kate

Re: App not showing all my accounts

shane6784 — Mon, 14 Oct 2024 18:07:02 GMT

Yes that's correct and it's been fully explained as I mentioned in my previous comment.

Re: App not showing all my accounts

shane6784 — Mon, 14 Oct 2024 18:09:11 GMT

All my 3 lines was viewable on my account until about 3 weeks ago. It was 3 network that screwed it up and now they cannot fix it, or don't know how to.

Re: App not showing all my accounts

MichaelP — Tue, 15 Oct 2024 15:16:04 GMT

Hello @shane6784,

Thanks for getting back to us and confirming this.

I'm going to send you a PM and help to put you in touch with some colleagues that will be able to support further with this.

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

Thanks,
Michael

Re: App not showing all my accounts

shane6784 — Thu, 17 Oct 2024 18:09:16 GMT

I am not going to start a webchat like your pm suggests. I've spent hours explaining my issue and it's an on going issue. The system at 3 network is screwed. I've only posted here to allow others to see that 3 network are not doing anything to solve this issue.

Re: App not showing all my accounts

JonathanB — Fri, 18 Oct 2024 14:41:21 GMT

Hi @shane6784,

That's really disappointing to hear. We only send a chat link by PM as it's to direct you to a small specialist team. If we were asking you to contact customer services, we'd simply share the link on our public response.

It is true that there was a period of time where individual phone numbers formed their own accounts, but we've had a process in place to link the My3 for multiple numbers for several months now, provided that as Kate asked you previously, all the numbers are registered to the same person's matching details as account holder.

Thanks,
Jonathan

Re: App not showing all my accounts

shane6784 — Fri, 18 Oct 2024 17:04:45 GMT

I have tried the chat from the link provided. There's zero help here. I've been number 1 for over 2 hours. Screenshot is an example.

Re: App not showing all my accounts

shane6784 — Sat, 19 Oct 2024 17:20:19 GMT

2 full days in the chat and no response. What an absolute joke.

Re: App not showing all my accounts

PeteG — Mon, 21 Oct 2024 09:42:23 GMT

It looks like the times and days where you were trying to reach the team, they were closed. Apologies if the open hours were not confirmed for you. You can reach the team Monday to Friday only, between 8am and 4pm.

Pete.

Re: App not showing all my accounts

shane6784 — Sat, 23 Nov 2024 15:11:23 GMT

It's now 23rd November and still i cannot access my accounts online. That's after contacting who you suggested too. I have emails and photos of proof for Three uk inability to help.

Re: App not showing all my accounts

Shane67841 — Wed, 12 Feb 2025 11:35:59 GMT

Its now February 12th 2025. Absolutely no help. Useless staff.

Re: App not showing all my accounts

JadeF — Thu, 13 Feb 2025 12:44:23 GMT

Did you manage to come chat with the team on the link that was provided, @Shane67841?

If so, what have the team advised?

Jade

Re: App not showing all my accounts

Shane67841 — Fri, 28 Feb 2025 05:00:45 GMT

Yes, all attempts at fixing it has failed. They have no clue how to fix it. They stopped contacting me months ago because they are useless, as expected.

Re: App not showing all my accounts

PeteG — Sat, 01 Mar 2025 16:41:24 GMT

Are the accounts under the same account holder name?

Re: App not showing all my accounts

Shane67841 — Wed, 05 Mar 2025 15:15:44 GMT

Yes, what a silly question..