Urgent - managing multiple numbers on three.co.uk

[mstv]

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. 

[Tina1964]

Three network are a nightmare 

[carl4000]

I was in the same boat, last year I had three accounts under one email address. Then they update their system and I had to make an additional two email addresses to access two of my accounts.

In order to get the best deal i setup a new contract each year, but when i have closed my accounts and tried to move back, i have to make an additonal 3 new email addresses as they cannot use my other 3 that i made last yar as they are closed accounts.Total joke, I have moved one of my accounts from three so far and will be leaving three for good when the other 2 accounts expire.

[haggisman]

The complaints team themselves have since told me as you say above, multiple bogus email addresses required. No thanks.  They don't even allow you to use the Gmail "+" hack when you register to have multiple sub-email addresses from one email account.

I've linked them to a couple of posts on this forum where people have been successful for their consideration, but if this is the type of support I can expect, is it worth staying lol

They have to be losing a reasonable amount of money by running things this way. It just an easier way to manage your household, certainly when there are younger / older / more vulnerable members of the family. At least there are other companies who will do it and.. my contracts all come due at roughly similar times so I can just crack on.  

[haggisman]

I'm in this exact same situation managing 4 numbers for the household and, rather unpleasingly, the live chat guy just kept insisting on 'resetting my login' and telling me that I could register multiple numbers under the same email address... which the website seems to suggest is not possible.   I guess it's luck of the draw with who you speak to and I'll need to re-roll the live chat dice again.

On the off chance anyone from Three is monitoring,  then please get in touch as like the OP here... transferring my numbers out to another provider is currently the only way I have to be able to manage these secondary numbers...unless I can be set up with a similar solution. clock is ticking.

[ms-tv · Accepted solution]

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.

[Tina1964]

Really am surprised. That must have a brilliant advisor. They use advisors from abroad who don’t seem to know what they are doing. They have refused several times and I want to move all my contracts from three. Won’t renew them 

[JonathanB]

Glad to hear this new process is working in practice! And thanks for taking the time to update the thread.

[Monzor86]

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

[Zoesdad1]

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?