topic Re: Cannot login to my three app in Account and services

Cannot login to my three app

DCCop — Wed, 07 Jun 2023 20:59:09 GMT

Hi @ThreeUKSupport . Almost 2 weeks now with Three and still cant login to my account. All your call centre staff could tell me was "try again in a few days time". Many more than a few days has now passed and still no joy. Can you help? I just get the standard 'something went wrong' on web and mobile app.

If there is a much broader problem with your network at the moment, you maybe should be letting customers know as there seem to be a lot of people in the same boat.

Thanks

Re: Cannot login to my three app

DrFunkenbreakz — Thu, 08 Jun 2023 14:11:10 GMT

Same issue as the rest on here. I signed up as New customer since the 25th May via fonehouse (New contract). Can login to the website but immediate greeted with a "Something went wrong.We can’t load part or all of the information right now, please try again or contact helpdesk". Spoken to about 7 members of staff via chat, two of which were complaints team. Still no fix, and no progress after about 6+ hours of chat support.

Looks like there are big issues with the new system, and non of their staff are trained up to a satisfactory level. Took them 3 requests to get them to send me my first bill...and even that looks wrong...so yet more of my time needed to speak to them about that.

There are other threads on this forum too about this issue.

Re: Cannot login to my three app

Tuffers — Fri, 09 Jun 2023 11:37:11 GMT

Same for me too. New customer, ported my number from O2. Unable to access account on any device. Customer support staff trying to do their best, but in all honesty they're just reading through a script. Latest advice was that it might be due to network issues... although my mobile is connected to my home wifi which I know is working fine as I'm working from home!! At least I have a chat ID from my last conversation which should shortcut me getting through to second line support when I have time to try again.

I moved to three as I needed to upgrade my phone and it seemed like a good deal... now regretting it 😞

Re: Cannot login to my three app

JohnD — Fri, 09 Jun 2023 12:42:10 GMT

Hey All

@DrFunkenbreakz Really sorry for the lack of clarity, from what you've explained in your reply to this post, your account seems to be impacted by a fault that we are aware of and the team is working on as we speak. We do hope to have this resolved ASAP.

@DCCop Really frustrating to hear you're still having problems, I know you were discussing with Jonathan in another thread, but just to check with you, did you also join as a new customer recently and if so, how did you take your contract, was it directly with us or through a 3rd party?

@Tuffers It's not ideal at all, Can I just ask for a bit more information surrounding your issue? Is it that you're unable to get access to My3 or are you having problems with using the services after porting over from o2?

Really appreciate everyone's input here and we'll do our best to keep everyone up to date as possible

Thanks

John

Re: Cannot login to my three app

dabr7 — Fri, 09 Jun 2023 14:44:23 GMT

@JohnD I'm in the same situation – new customer, joined through a third party. Many others seem to have done the same.

Re: Cannot login to my three app

Tuffers — Fri, 09 Jun 2023 15:22:52 GMT

Hi John - thanks for your reply. I'm not able to access My3 at all. Login appears to work - my email and password is accepted, I can successfully enter a verification code that's sent to my mobile, then it appears that my account page is shown briefly (for less than a second), only for it to disappear and be replaced with the "something went wrong" message.

I get the same outcome whether I login through a web browser on my PC or mobile, or use the My3 app on the mobile.

All the regular 3 mobile services are working fine - calls, messages, data, etc.

Re: Cannot login to my three app

DCCop — Sat, 10 Jun 2023 10:57:03 GMT

Hi John. Yes, im a new customer and joined through a 3rd party. Affordable mobiles. Do you have any ideas?

Cheers

Re: Cannot login to my three app

RedQuine — Sun, 11 Jun 2023 22:48:48 GMT

I've asked three times as well but they still haven't emailed my bill. I'm gearing myself up to call them again tomorrow and tell them very firmly NOT to go through the same procedure as before as it clearly doesn't work. They have my email address, they have my account details; how hard can this be?!!

Re: Cannot login to my three app

JohnD — Mon, 12 Jun 2023 09:06:38 GMT

Hey @DCCop @dabr7

So we're aware of an issue with some of our customers who've joined via 3rd party retailers.

The team are working to get a fix in place for this as soon as possible and it shouldn't be too much longer.

Really sorry about the delay here.

Thanks,

JohnD

Re: Cannot login to my three app

JohnD — Mon, 12 Jun 2023 09:22:44 GMT

Hey @Tuffers

Thanks so much for confirming this.

I've sent you a PM to get some more info for this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
John

Re: Cannot login to my three app

DCCop — Tue, 13 Jun 2023 12:26:27 GMT

Hi john. I have no private message in my messages from you as yet.

Thanks

Re: Cannot login to my three app

Tuffers — Mon, 19 Jun 2023 19:46:02 GMT

I just tried this again and it's now working for me, I'm able to login on the three app.

Re: Cannot login to my three app

DCCop — Mon, 19 Jun 2023 20:41:04 GMT

Thanks for this. Yes tried and working for me too!

Re: Cannot login to my three app

Tonyhunter — Wed, 26 Jul 2023 17:01:32 GMT

Got same problem can't login to app tryed everything doing my head in now and getting no help been it to shop aswll told me to go on website and it tells me nothing

Re: Cannot login to my three app

darekboston — Tue, 22 Aug 2023 14:08:52 GMT

Maybe work a little faster, because I have three accounts and I can't log in to any of them after your upgrade.

Re: Cannot login to my three app

JonathanB — Tue, 22 Aug 2023 14:14:37 GMT

Hi @darekboston,

I'm sorry to hear you're experiencing issues accessing your account. Were you able to re-register for access to any of the accounts? Can you explain in a bit more detail what's happening and what error messages you see?

Thanks,
Jonathan