How to view open cases/queries under your account?

[yovin]

Hello, does anyone know how to find open cases in your account. I have the reference numbers and got emails saying login to check case for the updates. But I can't find this anywhere. Three customer support have been unhelpful and I am not sure how I meant to see any updates.

[44466]

Really pathetic, been a 3 customer for less than two weeks and thankfully in my cooling off period, time to run for the hills

[MichaelP]

Hello @44466,

I'm sorry to hear that you've been unhappy since joining Three.

Are you able to let me know what's happened that makes you feel this way? 

Please share some more info, as I'm eager to see how we can help.

Thanks,
Michael

[Kez152]

I have had the same- an email stating I have an update on my query and for me to take a look as soon as possible then advising me to manage my query by logging in. But there is in fact no way to even view or access queries online- rather frustrating 

[SparklySilver]

There used to be a way to see at least some of the info regarding cases/complaints. (I appreciate there would likely have always been hidden internal notes as well.) Three have been removing functionality/breaking functionality on their website quite a bit lately!

[JonathanB]

Hi @yovin,

In almost every situation, case updates are internal, so you wouldn't be able to see these from your online account. Customer services should be able to help communicate anything noted in cases on your account. If you can let me know a bit more about the underlying situation, I can certainly check if there's any more advice we can provide, or if I can do anything to point you in the right direction to help solve the issue?

Thanks,
Jonathan

[Antonf]

 

[Antonf]

I'm having this very same problem. 

[JonathanB]

Hi @Antonf,

Sorry for any confusion caused by the message you've received. We've flagged this message based on some similar reports previously, and are awaiting a system update to prevent these messages being sent in error.

If you'd like to review what has been noted on your complaint, you would need to get in touch with the team.

Thanks,
Jonathan

[yovin · Accepted solution]

Hi @JonathanB,

Thanks for the reply, I got a callback from the customer service team on the updated notes for the complaint which was regarding not receiving a jiffy bag to return the router despite requesting 3 times. I have finally received a bag and returned the device, so hopefully everything should be fine now.