As you may be aware, our systems are being updated.
Bill Pay and Prepay customers will experience some minor impacts between 2pm Sunday 26th
of April and 9am Tuesday 28th of April 2020.
Calls, texts and data are not affected during this update.
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.
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.
You will not be able to top up during the update. We encourage customers to top
up before the systems updated to avoid inconvenience.
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
customers to top up before the systems update 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 period 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, go to three.ie or contact us after 9am on Tuesday the 28th of April.
Your scheduled top up will go ahead as normal.
Unfortunately, low balance top up will not work during the systems update window. 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 between 8am-6pm Saturday and Sunday.
Our Chat Team are available between 8am-Midnight Saturday and Sunday.
Yes, you can still use the 3Plus site and app.
You can login to My3 to get more information on a replacement SIM, after 9am on Tuesday
the 28th of April.
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.