Account Unrecoverable

[Timmy]

Hi,

I was abroad and I lost my phone. I immediately contacted 3 through live chat and they helped lock my number and SIM. My internet connection was spotty so I couldn't save a copy of the conversation and I couldn't even say thank you to the agent.

Having done this however, I remembered I needed my number in order to access accounts but having spoke to another agent, they've said that my account is no longer under the name I originally created it under for some unknown reason. I needed to confirm my identity when I had to lock my SIM but the same details don't work anymore.

Can I confirm I am the account holder by telling the last time I put money into the pay-as-you-go account, the amount and card details? I can even change the password to my account as I have access to the email associated with it. I don't know why the account holder details have changed eventhough to lock the SIM, I used the exact same details in the converstation 😞

[Timmy]

Hmmm, odd then 😞 I don't know what the first agent managed to do then, as I can log into My3 on a web browser but it says "we're having some problems". This happened on the 9th Oct and I haven't had a new SIM delivered.

I told the agent in the initial chat to cancel my SIM as I'd lost my phone, they said they'd do it and then I lost internet connection so not even sure what the true outcome of that converstation was. All I know is that my access to my profile doesn't work anymore.