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Urgent - managing multiple numbers on three.co.uk
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on 08-12-2023 06:16 PM
I have 4 numbers with three (separate accounts). Before, I could login with each number separately and access the three website. This is no longer possible since the upgrade, so now I have no way to manage these accounts. I am told by customer services that I must have a separate email account for each number.
However, when I login to the website, I can "add a line" which takes me to the opportunity to purchase another phone or sim. So the system DOES obviously support multiple numbers. What I need to do is merge all my accounts into one, and access all the numbers in one account.
Three - this has to be the most obvious situation for many customers, as you can see from the other posts on this forum. How could you possibly have not realised that this would be a major issue for people? Or did you choose instead to ignore the pain and inconvenience it would cause your customers? Can someone please PM me to discuss this, otherwise all my numbers will be transferred to another provider as soon as possible.
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on 03-31-2024 04:53 PM
I'm the original poster (although had to re-register on the forum). I eventually had to get this resolved as one of my accounts went out of contract. Amazingly and very pleasingly, I used the live chat and supplied all the numbers I owned, went through security validation (SMS sent to each number) and the advisor merged all my accounts under one account. I can now switch between accounts successfully having logged in with just the main account. When I login, I'm presented a of account numbers from which to choose, and I can switch between them. This is what should have been available from the outset, but I'm grateful it's solved now. When the accounts list is presented, it suggests the overall account is a business account.
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on 06-28-2024 02:13 AM
All great..woohoo...No it's not! Why do we need to contact live chat to do this? This should be something I should be able to do anyway. It's normal to have a phone account and a mobile BB account.
I'll be cancelling this week, I've not had a service from you for the past month anyway.
Disgraceful! I woukd not recommend you to anyone
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on 01-28-2024 09:54 PM
This is an issue for me as well. I have three SIMS, all PAYG. Two are data-only used in a MiFi and the other for internet in the car. Previously I have had three separate "accounts", one for each SIM number, with their own passwords but the same email. I'm now in the position of not being able to see the remaining data allowance on either of the data-only SIMS.
I have contacted customer service who assured me that, after some action on their part, I would be able to manage the car SIM in the app. Sadly, as soon as I tried to access the account I got the registration screen and it wouldn't let me register as the email was already in use.
Correcting this in the "new, improved" app should not be much of an issue, and really should have been fixed by now.
Alternatively, let the customer service desk remove the account for the secondary SIMS so they can be registered again, following the new regime. I would have thought that the security round SIM ownership would be satisfied by the presence of a duplicate email address. I have other email addresses available, but I can't change the accounts myself (as I can't access them).
Can this be achieved?
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on 10-16-2023 11:48 AM
To think this still remains an unresolved problem is shocking. I am going to move to another provider as I am unable to check my account.
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on 08-12-2023 07:54 PM
Hello.
I'm sorry to hear the changes to the system have impacted you so much. I can understand why that would be frustrating if you have many accounts.
The issues are something we're aware of, and it has been fed back to the relevant teams. I hopeful it won't be too long until some fixes can be put in place to make this easier for customers.
Pete.
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
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on 04-28-2024 07:33 AM
It’s now nearly 5 months and this is still an issue, I have 2 devices and only one email ( I do not intend to set up more it’s a security risk I do not want) is there a solid work around to this or has the problem been fixed !!!!!!!
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on 04-28-2024 11:04 AM
Hello.
You can contact the support team here and ask them to merge your accounts into one. This will allow you to manage both numbers under 1 account.
Pete.
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
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on 10-26-2023 12:16 AM
It’s now been over two months since your reply on this, and there is still no way to merge all my accounts. We have 6 lines in our household, and we are all considering moving network, because of this crazy inconvenience.
I could understand having to re-register and maybe re-add my numbers after your supposed “upgrade”, but not being able to do it at all!?
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on 08-20-2023 10:15 PM
Hi Pete,
It is a complete mess. Even though I have now obtained three additional email addresses to use, I cannot register online with them, as the "system" recognises there is an existing email address associated with each of my numbers and expects me to enter that as part of the process. Then, it tells me that the email address in question has already been used. It won't let me enter a NEW email address. Can you possibly create some kind of online form for customers to send to you in order to have this sorted out? It is really very frustrating to have to go through this. This was either a huge oversight on the part of the product management group responsible, or a known choice by the same people - either situation is shocking. You have effectively blocked our access to the products we're paying for, and the ability to see billing information, call records etc - and you expect customers to fix it.
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on 08-12-2023 07:00 PM
It’s a huge mess! Used to work fine & now not - they called it progress -
but since I now ran out of emails, just have to buy from other providers they do support multiple numbers on one login - ( makes you wonder what Three were thinking when they created this mess )
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on 08-12-2023 06:18 PM
Why is there a need to use a different email address as the accounts could be differentiated by a unique number issued by 3. Can you see where I am going? Answers on a postcard.
