Problems registering My3 Account

[essexman]

I had a Three 12 month contract from December 22 to Nov 23 for which I registered for My3 on the website.  The account is still accessible (I used it to register for the Three community).  The Account shows "No active lines were found", which is correct.

A few weeks ago I purchased a new SIM only 12 months contract through a reseller.  When I tried to register the new number on the Three website, I was unable to do that.  I could not use my normal email address because there was already the old account under this email.  It also was not possible to register the new number with a different email address, as I had used my normal email address to purchase the SIM contract and had since received a few emails from Three.

On Fri, 29 Nov 2024 at 09:02:52 I started an online chat to get this issue resolved.  This concluded as follows:

Agent:  I've raised an investigation.

Agent: Once the issue is sorted our team will notify you.

More than a week has passed and I have heard nothing back.

Why is it so difficult to solve this problem?

[JadeF]

Hey @essexman 

Welcome to the Three Community page. 

Sorry the team haven't responded to you within the expected timeframe.

I'd like to support you in getting this matter resolved, so I will drop you a private message with the next steps.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

[essexman]

Good Morning @JadeF

as adivised I went on the social media webchat and explained the problem to one of your colleaues in Glasgow.  Unfortunately, he could not start up his system to look at my accounts and suggested to transfer me to a colleague.  Something went wrong and the webchat just disappeared aftyer a five minute wait.  So, after 29 minutes in the webchat we are no nearer to getting to a resolution.

I then tried to reply to your Private Message with more details, but clicking the "Reply" button did not seem to do anything.

Can't I just send an email with the problem description to Three and someone deals with it in their own time rather than having to spend time in webchats?

[JadeF]

Hey @essexman 

Ah I'm sorry to hear that.

I've had a chat with my colleague John and he is going to drop you an email later today. 

Thanks,

Jade

[jr0]

if you have any # reference for case/problem your rasied, I'd try to chat or call to 3 to get a status on the progress of it.