Bill pay - no option for me to pay my bill

[Jane1]

I missed my last direct debit payment, and have been trying since to pay this missed bill.
The new my3 update does not work at all. When I log in it says “no active customers or subscriptions found” and has no record of my bill or option to pay.
When I ring 1913 it says my number is not recognised and immediately cuts me off.
I can not get through to anyone on the phone in customer care.
The only people I can get through to is on web chat but they will not take payment from me and have not been able to resolve the issues with my account. They told me my direct debit has now been cancelled because I missed one payment.

So I am now basically stuck without anyway of paying my bills as the phone number and online service will not work.

Really really do not understand why it’s so difficult to do such a simple thing of paying a bill.

Can somebody please get in touch with me to sort this

[Three_Deborah]

@Jane1 Hello there, we'd like to help you here, but we are unable to take payments over the 3Community platform. Have you been able to log into you My3 since Friday? Let me know. 

[Jane1]

Hi, thanks for getting back to me
I am able to log in successfully, but after logging in I get the message “no active customer or subscriptions found” and it has no details of my bill pay plan and no option for me to pay.
I have tried calling 1913 but it says my number is not recognised and cuts me off.
I understand you can’t take payment over this platform, can you check if there is any way of resolving the IT issues on the account so I can pay online or over the phone?
I don’t want to be left with a stack of unpaid bills which escalates into something worse
Thank you

[Three_Deborah]

@Jane1 

I get you 😊 Can you send me a PM with your full name, number, address, and date of birth? Will have a look at your My3 logins then.

[Add_78056]

Hi I now have this same issue ??? Can someone help me as I just missed my payment yesterday and trying to pay.

[Three_Stacey]

Hi @Add_78056 I'd love to help you with this have you been in contact with Customer Care since posting here?

If you still need help with this please let me know what happens when you try to log in to your My3 account, do you get an error at log in or are you having issues at the payment step?

[Kayleigh_62022]

I have the same issue!! Can someone help???

[Three_Niall]

Hey @Kayleigh_62022 , Welcome to the 3Community 🙂

I'd love to be able to help you to make a payment however we are unable to take payments over 3Community for security purposes however if you call 1913 and enter your mobile number when requested you will be able to make the payment or if you have previously registered for My3 you can also make a payment and reinstate the direct debit through your My3 account. If you are still facing issues pop through to us here on PM along with your details and we can troubleshoot this further for you.

As you're new to the Community you'll need to increase your rank to send PMs. You can increase your rank by commenting on posts, creating new posts, & kudos/liking comments. Once you rank up you'll get a message to notify you & you'll need to log out & back into the Community & you'll be able to PM us directly. Or if you'd prefer you can contact customer care on 1913 or by clicking here to chat to our messaging team

[Uwa_56175]

im having the same issue i’m trying to pay my overdue bill can someone help?

[Three_Niall]

Hey @Uwa_56175 , I'd love to help you with this query, you can pay a bill by logging into your My3 account or by calling 1913 from your phone. We are unable to take payments over Community however if neither of these options work pop back here on PM with your full name, mobile number, address and date of birth and I can check the account here for you.