Account Unrecoverable

Timmy · ‎10-25-2023

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 · ‎10-25-2023

Just an add on to this, I think I remember the first name of the agent I originally live chatted to, too and I was told I could unlock the number as long as my request was within 6 months. I need the PAC for this number and I'll be honest, I don't want to move my number to a new provider as Three have the perfect pay as you go plan for me so I just want my number putting onto a new SIM. Without the my account, I can't even do that though

sc1999 · ‎10-25-2023

I am not sure that you have been given the correct info. If you read 3's blurb on theft they cancel the sim and send a replacement. There is no mention of losing the number or a need to unlock it by transferring to another network, so I suggest you send a pm to Jonathan on this link:

https://community.three.co.uk/t5/user/viewprofilepage/user-id/6

Timmy · ‎10-25-2023

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.

Timmy · ‎10-26-2023

I've sent a message to Jonathan and there has yet to be a reply back.
I really hope it's as you said and that they should have (and maybe just forgot to) sent a new SIM with my current number on it because otherwise I've truly got a mess to sort out

Anonymous · ‎10-26-2023

I’ll genuinely keep my fingers crossed for you but there’s absolutely no logical reason why this can’t be sorted by Three.

Timmy · ‎10-26-2023

Thank you, that has given me a bit of confidence to keep pushing for a fix for this situation.

Anonymous · ‎10-26-2023

From what you’ve told me and only that you’ve every right to push for a fix!

Good luck mate.

Anonymous · ‎10-25-2023

You should have a replacement sim with your original number on it within 48 hours as far as I’m aware. You can then re authenticate yourself as normal. I’m guessing (and I mean guessing) that the customer service op meant your SIM card number had changed. Nothing else.

Timmy · ‎10-25-2023

I haven't received one in the post 😞 It's been 2 weeks. The next agents after the first one, asked for my name and date of birth which I had given exactly the same and they said the details were incorrect so they couldn't re authenticate me