Why is changing my email address so difficult?

[MJEnderby]

I needed to update my email. This involved a chat with Three. Eventually this resulted in the email associated with my account being updated.

The problem is that it doesn't update my Logon credentials so I need to logon to my account with my old email. I was told to reinstall the app and then reregister with my new email. This doesn't work as it thinks I'm already registered. Another chat and been passed via "Technical" to "backend" - with a response promised in 7 days!

Just can't believe this is so complicated - but it's half a day of my life I won't get back 😞

Cheers

Mark

[PeteG]

It's likely they made a mistake while giving out the number. The team would have left notes on the account detailing what they wanted to advice, or specifying what needs to be done. 

There's no way to tell from here through what they planned on saying, so if you change your mind and decide to call through, hopefully they will have some useful information. 

Pete. 

[PeteG]

Hey there. 

Welcome to the Three Community. 

It's disappointing to hear you're having issues getting the information updated easily. Normally the process of updating the email address and resetting the My3 account would be seamless and could be done in one go. It sounds like something unexpected has gone wrong on this occasion which has resulted in the issue being raised to the tech team. 

Hopefully they will be able to identify the cause of the issue and get it resolved for you soon. 

Pete. 

[MJEnderby]

So technical left me a message to ring them back. Unfortunately I ,the number is "not in operation" - ring the standard help number! Having done that before and failed to get anywhere am not going to waste my time . Why does support insist on asking me to ring unavailable numbers ? Do they want me to give up?