I have a phone contract, but no account.

[ddavidblack]

So I've talked to a colleague in-store about this problem, and the phone agents and both have basically been stumped said there's nothing I can do.

I had took a 36 month phone contract out in 2023, along with an airtime plan. The airtime plan unlinked after 24 months. I use an O2 sim because it's the only one with good service in my city, and I never used my 3 sim card, so when the sim unlinked I just cancelled the 3 sim as it was a waste of money at that point.

So I found out recently, because Three connects your number to your account and is the main way to log-in, I no longer have any access to online information associated with my phone contract that is active and I'm currently paying for. I can't check payments, details, upgrades, etc.

I would have to sit and call customer service anytime I want to do anything with my contract.

I really don't like this set-up, I feel like an online accessible account is an important part of the service I'm paying for from Three as part of my contract. Is there anyway to request that they either end my contract early or sort this out and give me an account?

[MichaelP]

Hi @ddavidblack,

Thanks for reaching out here.

My understanding from what you've shared is that you had device and airtime agreements.

Also, that you cancelled the airtime plan after 24 months, meaning you were just paying for the device plan after this for the remaining 12 of 36 months?

Also, that you're looking to view information online associated to the device agreement only?

If so, it may not possible to access this if the number has been cancelled.

You wouldn't be able to end a device agreement early unless you paid off the remaining balance. The plan automatically ends after the 36 monthly payments are made, with no further payments attempted.

As it's a fixed credit agreement, you won't get any bills but will receive a yearly annual statement with info on the payments made so far, and the outstanding balance.

If you were looking to take a new device plan at the end of this, you'd need to take another airtime plan alongside the new device - it wouldn't be an upgrade in the traditional sense, as you'd have a new number if the original number was cancelled.

I understand it's not practical if you can't access My3 during the final 12 months of the device agreement, but you don't need to take any account actions for the payments to continue as normal 🙂

Also, as there are no regular bills and you're sent annual statements, you won't miss out on receiving these.

If you need to change payment method or would like to pay off the plan early, you can chat with Customer Services for some extra support with this.

Thanks,
Michael