topic Re: Lost log-in details in Devices

Lost log-in details

martyncadmaster — Sun, 12 Oct 2025 14:20:54 GMT

I recently installed a 5G Outdoor Hub with the Home BB 24M Unlimited 5G plan, which is working fine; the issue I have is with my old Moto G4 phone - I have received a text with the message:

'Your cash credit balance is low. To top up and view your options, just log in: three.co.uk/account'

but this only opens to the account associated with the Home BB plan.

I only use the old phone to control my music streamer and cannot locate or remember the log-in details for the phone account, how can I recover these?

Re: Lost log-in details

PeteG — Mon, 13 Oct 2025 08:34:32 GMT

Hello there.

If the My3 accounts for the broadband and phone are not linked, you won't be able to switch back to the phone account. You will instead have to do a password reset on the My3 page. You'll need to do this while not connected to the Home Hub Wifi in order to ensure you are not resetting the password for the account that belongs to the Home Hub. Even without credit, you should be able to access the My3 services over mobile data in order to complete that process.

Pete.