I am my Mother's guardian and deal with all her affairs. I set her up with a 3 sim 18 months ago and I administer it. When she became unable to use any sort of mobile phone I fixed her up with a mobile router and "landline phone" she could manage so that family can call her at her care home (landlines are not feasible in most care situations). The new 3 website requires new registration which I cannot do because I do not have access to her sim (she is over 150 miles away) and it isn't in a mobile anyway. Likewise talking to anyone on the phone. I need to get access to the billing and to switch off voicemail - which she cannot manage.
I have spent several hours on the phone trying to talk to somebody but am blocked at every step and the only actual person I did manage to speak to told me that somebody else was authorised on the account but not me! I was there when it was set up and I have the original paperwork....... Apart from cancelling the direct debit, what can I do? I cannot be the only person who looks after somebody vulnerable and incapable. The help facility mentions that they can set up an alternative mobile number as 2 factor security for broadband only customers - so it is technically possible and they could use my number (not 3). The customer details they have are out of date because my mother is now in a care home so they could not write to her and refuse to speak to me. Help!
