Our systems are being updated between 7pm on Saturday 23rd June and 11am on Monday 25th
June 2018.
Calls, texts and data are not affected during the 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. See our helpful FAQs below if you
need assistance during this period.
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.
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.
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.
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.
During our systems update you will be unable to retrieve your balance. We
encourage you to top up as needed before the update to avoid inconvenience.
You will be unable to top up during the update. We encourage customers to top up
beforehand to avoid inconvenience.
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.
No, you will not be able to access My3 or the My3 app during this period.
No, you will not be able to view your bills as access to your online account will
be restricted during the update and viewing bills online will be unavailable.
Yes, you’ll be able to use your device to make calls, texts and use data abroad
as normal.
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.
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 11am on Monday 25th
June.
For any customer who has a scheduled top up on Sunday 24th June, we will contact
you directly to advise that your scheduled top up could be delayed by up to 36
hours. As your scheduled top up will not be applied on time this means that you
could hit out of bundle rates for all usage when your existing promotional period
expires. We’ll also notify you when your scheduled top up is applied.
Unfortunately, low balance top up will not work during the systems update. We
encourage customers to top up in advance to avoid inconvenience.
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.
Our Customer Care team are available 8am - 8pm Monday to Friday and 8am - 6pm
Saturday and Sunday.
Our Chat Team are available 7am - Midnight 7 days a week.
Yes, you can still access 3Plus online and via the app.
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.
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.