Updating your email address

[CK2]

3Mobile make it very complicated to update a new Email address. Why can’t it be updated through the App in EDIT? We have to try change first through the Bot chat who then refers you to an Live Chat agent which you have to wait for…. Then having repeated security questions and then you find they have to multi task between other customers. This all was taking way too long so I rang the Helpline numbers and after 4 multiple phone options finally get a live Person who sounded far away? I read out the new email address which she kept reading back to me but not in the phonetic alphabet, so instead of Charlie for C and Kilo for K she made up her own words? So she kept getting the address wrong every time! Very frustrating. Then after an Email came in to send the link this was now to be authorised with the link. Then she told me I would still have to go online to re register the email, but not in 3Mobile App, to update by Googling the 3Mobile website. So then online website wouldn’t recognise the email so had to use my mobile number! to log in. I then waited for a one time password  number to be Text Messaged to get logged in on the website. So then it was a complicated sequence to actually register this new email address on the website which purely be luck seemed to happen. Then I checked the 3Mobile App and the new email had already been updated their from what the Live Phone Agent had done! Is this for real or was it just a one off experience of updating one’s email address????

[JonathanB]

Hi @CK2,

I'm sorry to hear about your experience, this certainly sounds like it's been made more complicated than it needs to be. On the initial point, that's correct, we're not allowing self service changes of email address. Whilst this would be convenient we do need to balance this against security. There's a couple of extra measures we're following to help keep you safe by directing you to do this over chat or a call.

I'm not aware of any requirement to specifically log on via the website following a change though, the Three App has almost all of the same capabilities as the online account service on our site, and the log in service for both function essentially the same.

As far as I'm aware, you just needed to pass security, give the advisor the new email, then verify that new email with the link that was sent to you. I'm glad to hear it was all sorted in the end though.

Thanks,
Jonathan