Unable to register / log in using old email address

[Thanatos]

I have recently return to three but was unable to re-register or log in using my old email address

When I tried to login in, it will state that your account is closed.

When I tired to re-register, it will say someone is already using the same details registered already.

All of this was done on the phone and when I tired to swich to my laptop to login, I can never get past the page at the below url.

https://new.three.co.uk/account/login#/

[Thanatos]

Just to add, on PC whenever I click <next> on the log in page, it will ask me to do a Capcha, after competition, nothing happens. I have tired this on 4 different bowsers (Chrome, Edge, Firefox & Opera) in both normal and privacy mode.

[JonathanB · Accepted solution]

Hey @Thanatos,

Sorry to hear this has been causing all this hassle for you. It sounds like the issue is down to the email saved on the old account on our end rather than a browser issue. Customer services should be able to escalate for your email to be disassociated with the old account though, I'm sure once that's done it should sort this for you.

Thanks,
JonathanB

[Noodle]

I have the same issue, I've tried customer services but they say that because the old account is closed they are unable to make changes.

[sc1999]

This is another screw-up from the big system "upgrade". You will need to contact customer services as only they can unscrew this screw-up.

[notahope]

Had the same problem, after spending 45 minutes on chat was told nothing they could do and the only way round was to use a different email address. This annoyed me but went ahead and set up another email address only to then be told cannot set up app account as not the email used to set up number...........What a c+ap service.

[bulldog5551]

They ruined my three login as well. Unable to login with my old username bulldog555 as it no longer in use - why???? stupid three

[JonathanB]

Hi @bulldog5551,

I'm sorry to hear that you've been having issues accessing your previous community account, I think this is a different issue to what the others are describing though.

We set up Single Sign On to link Three Community to our My3 service a couple of months ago, and I suspect that some cookies that were keeping you logged in will have expired. Was this the first time that you logged in with the new login screen where it prompts for email rather than community username?

When you set up bulldog5551 there will have been another option to claim the old username, but can totally appreciate if you missed this. I'll check into how to restore your old username for you if you like?

Thanks,
Jonathan

[bulldog5551]

Yes please please restore my old username. Thanks

[JonathanB]

Awesome, you'll receive a message from me to the email address you've registered. Please reply back to me there when you've received it.

Thanks,
Jonathan