Three account - email address

[schilwan]

So I had an old account which had a specific email address, I left three probably about a month or two ago.

I rejoined and want to use the same email address but Three have this thing where you have to create another email address per account which is quite poor, has anyone got round this issue? I did ask the Three DPA officer to remove my details hoping that would delete my email address but they haven’t, sent a chaser email today (10th Aug) before going to the ombudsman as I asked my data to be removed on June 14th and Three did not comply, as I have found out today.

I asked a customer service today to change the email to old account to something like noreplyAtthree.co.uk as not interested in that account and want to use my email address but they couldn’t do that either. Silly i am being forced to create a new email just for three.

Was wondering how others got round this issue.

[Debs2311]

Yes had a very frustrating experience with them today - same thing, they're insistent that I have to set up a new email address so can access my new account! Outrageous! 

[FrustratedAndy]

I have had the same issue, previous numbers of varying types and here's what I found...

You can merge accounts of the same type (eg payg) but not different types, so mobile broadband (MBB) cannot be merged with Contract etc. All the details must match - Name, DoB, Address, if they don't you have to send proof (drivers licence, passport, birth cert) to proofs@contact.three.co.uk. It takes about a week.

Mine were different, but after this process, I still couldn't merge and the previous account was payg and new one is contract.

Also tried changing the email address of the previous number, this did not change the login for the online registration, I assume it has it's own authentication DB after registration - so that was also no good.

In the end I did the following:-

- Set up an alias with my email provider (outlook and gmail allow multiple addresses on the same mailbox). This means I do not have to login somewhere else, or remember multiple passwords etc.

- Called three (need to get through to contact centre) who updated my email address to the new alias

- I was then able to register online and app using the alias email and my account details

Not perfect, but the best given the system constraints at Three. (@Three you really need a better way of managing customer data)

[schilwan]

I spoke to customer services through web chat and they think its not possible, but unsure by asking a different rep whether I get a different response. Due to not getting anywhere I've messaged the DPA officer sighting the data protection act and Information Commissioner’s Office (ICO) guidelines, as they should not be holding my personal data longer then necessary, this includes my email as its irrelevant to them after I had left, I've asked for full response within 30 days.

So hopefully once they do a clear up of my old data which is now irrelevant and being my data which I wish for it to be removed, then hopefully it will allow me to use my email again (I don't want several email addresses due to Three's crappy system). If they don't comply then complaint goes to ICO and Three can deal with them

[PeteG]

Hello. 

I'm not sure what the fix would be here, but it sounds like you have the old account, and the new account now. Have you tried asking the team if it's possible to merge the accounts together? I know this can be done when there's active lines on the accounts, but it might work on the old inactive one. 

If they are merged, you can then update the details on the account as needed. 

Pete.