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Systems Update from 02/11 to 05/11 - Important Information

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Systems Update from 02/11 to 05/11 - Important Information

Systems Update 

 

 

As you may be aware, our systems are being updated.

Bill Pay and Prepay customers will experience some minor impacts between 6pm Saturday 2nd November and 9am Tuesday 5th November 2019.

 

 

Calls, texts and data are not affected during this update.

Please top up your balance in advance if needed as top-up channels will be unavailable. Some service and support channels will be restricted. Service notifications from Three will also be delayed. For more information see our helpful FAQs below if you need assistance during this period.

 

 

FAQs 

 
What is this systems update and how long will it last?
Updating our systems is an important step in allowing us to improve our systems. To facilitate this, there will be temporary disruption to some service and support channels, however you can still call, text and use your data.

What will I be able to do during the system update?
You’ll still be able to call, text and use your data on your device as usual. You can also call, text and use your data abroad.
What will I not be able to do during the systems update?
Certain service and support channels will be restricted such as top up, accessing self-care, making changes to price plans, paying a bill, buying an add-on etc. Please also note our support teams also have limited ability to make account level changes.
 
Can I top up?
You will not be able to top up during the update. We encourage customers to top up before the systems update to avoid inconvenience.
 
Will I be able to pay a bill?
Direct Debit payments will be unaffected and will process as normal on Monday for applicable customers. Payments using other channels will be unavailable during the update.
 
How do I get my balance?
During our systems update you will be unable to retrieve your balance. We encourage customers to top up before the systems update to avoid inconvenience.
 
Can I buy an add-on or make a change to my account?
No, you will not be able to purchase add-ons, make changes to add-ons or similar account changes during the update. Our Customer Care team will be able to help you after the update is completed.
 
Will I be able to access My3/My3 app?
No, you will not be able to access My3 or the My3 app during this period.
 
Will I be able to view my bills online?
No, you will not be able to view your bills as access to your online account will be restricted during the update period and viewing bills online will be unavailable.

Will I be able to use my device abroad?
Yes, you’ll be able to use your device to make calls, texts and use data abroad as normal.
 
What will happen if I lose my phone during the systems update?
You can call our Customer Care teams from any phone on 1913 if you lose your device. Our team will assist with your request as normal.
 
Can I upgrade during the systems update?
No, you can’t upgrade your device during the update. If you would like to upgrade your device, please contact us or visit one of our stores after 9am on Tuesday 5th November.
 
My scheduled top-up is due to happen during the systems update, what will happen?
Your scheduled top-up will go ahead as normal.
 
What happens if I have a low top up balance?
Unfortunately, low balance top up will not work during the systems update window. We encourage customers to top up in advance to avoid inconvenience.
 
Can I still contact customer care?
Customer Care will still be contactable as normal, as will our Chat Team. Please bear in mind that they will have limited ability to make account changes, but will be available to answer any questions you may have.
 
Who should I contact if I have a query during the systems update?
Our Customer Care team are available between 8am-6pm Saturday and Sunday. Our Chat Team are available between 8am-Midnight Saturday and Sunday.
 
Can I still use 3Plus during the weekend upgrade?
Yes, you can still use the 3Plus site and app. However, you won’t be able to update your details or your preference in the 'My Profile' section of the app.
 
How do I complete a SIM change?
You can visit any of our retail stores (click here for our store locator) to get a replacement SIM, however during the update, we will be unable to process the change on your account.
 
Will I need a different password or require anything new after the systems update?
No, you will not need a new password. After the update is complete, you can continue to use your same password to access self-care.
 
Can I still use pay by mobile services during the system update?
No, all pay by mobile services will not be available during this period.
 
Will I be able to post on the Community?
You will be unable to post during the update. However, as soon as this is complete you will have full access again. 
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