Can't sign in online

[OjC]

I was on PAYG for years then switched to an £8/m plan. Although the phone is working fine, when I try to logon I get the message no lines found! After long periods on chat and eventually on phone to two operatives, they can't seem to help me! there main comment seems to be "when you change plan, you have to use a different eMail address" this is obviously ridiculous as three customers mu be switching plans all the time? Any help appreciated, maybe Three will finally take notice too? Jim

[JonathanB]

Hi @OjC,

Sorry to hear you're having some trouble accessing your My3 for the new account. Changing email shouldn't be essential, but it sounds like your login is directing into the previous PAYG account. If you check in with customer services they have a process to "link My3 accounts", they can do this for you as long as your name, and other personal details match on both accounts.

Please let me know how you get on with this, or if you still need help.

Thanks,
Jonathan

[OjC]

Customer services? you'd think wouldn't you! Spent hours on phone with two different 'colleagues' another hour on live chat, passed from pillar to post. Tried to login and tried to register, round in circles same message, useless. I'll try again. I had PAYG for a few years, decided to change to a monthly tariff[which is working fine!!!!] but It won't let me login the people on the phone told me I'd need a new email address!!!!!! Ridiculous I asked if my old account could be erased so I could register my new one? Please someone help me!

Jim

[PeteG]

Hello there.

Oh, that's not so good. It sounds like the issue is that the number is still linked with the old account on My3. There's a fix available for that as far as I know. 

If you contact the Support Team and let them know you used to have an account with us with the same number and need to have them merged, they should be able to take care of that for you. 

Pete.