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no active plans

filbert
Regular

Just upgraded and no active plans on my account

7 REPLIES 7
PeteG
Community Support Team
Community Support Team

Hello. 

That's quite strange. It sounds like the My3 account and linked email address might need to be reset. It isn't something you can do on your end, but you can speak to the Support Team to request that they get that done for you. 

Pete.



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filbert
Regular

Hi 

tried a few times to get help on chat and keep getting cut off

 

KateS
Community Support Team
Community Support Team

Hey @filbert,

Sorry to hear you've had trouble connecting with the team. Did you manage to get connected via live chat after posting? You can also give us a call at 0333 338 1001 from any phone. 

Thanks,

Kate



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filbert
Regular

Hi

Did get in touch after 3 attempts. 

They still can't sort the issue as they say I need a new email address as my email was with  a cancelled number?

I still have my original number and original email.

JonathanB
Community Moderator
Community Moderator

Hi @filbert,

That's really odd, when you upgrade it shouldn't affect how many lines you have on the account, as it's just the plan for an existing line that's updated. Is it possible you've had a line cancelled and a new account opened, or moved from a PAYG to Pay Monthly?

Thanks,
Jonathan



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filbert
Regular

Hi

I recently had 2 numbers on my account. 

One was cancelled. 

But now I can't see my number on the account. 

I can call 333 and get info there but not on the app 

Thanks 

KateS
Community Support Team
Community Support Team

Hey @filbert,

Thanks for clarifying.

I'll pop you over a PM with more information on how to get help with this issue. To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate



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