topic Re: Still unable to access three website or My3 app in Account and services

Still unable to access three website or My3 app

Jfisher46 — Mon, 21 Oct 2024 09:24:13 GMT

Hi can anyone of three technical team tell me how much longer this issue with my3 app & website is going to take? Because still unable to access either to topup & keep an eye on my account when needed. This getting ridiculous & very annoying now. If this is not fixed sooner i will be considering changing networks because this is unexceptable for a network to have problems for this amount of time.

Re: Still unable to access three website or My3 app

Jfisher46 — Mon, 21 Oct 2024 11:26:51 GMT

Just managed to update my phones software that took forever but glad i did now, only seeing someone else’s comment about updating there iphone. My3 app & website seems to be working after that doh!! Thanks all

Re: Still unable to access three website or My3 app

JonathanB — Mon, 21 Oct 2024 12:40:53 GMT

Thanks for confirming this worked @Jfisher46, I've had word back that a fix was put in place last week on our end, but the software update may have been required too for this to work. Thanks so much for your patience whilst these issues have been going on.

Thanks,
Jonathan

Re: Still unable to access three website or My3 app

ChrisW — Mon, 21 Oct 2024 21:44:08 GMT

What fix have 3 put in place? I still can’t login on 3 app or 3 website- use iPhone with IOS 15.8.3. Locked out since 13/9/24. Complained to 3 in writing on 11/10/24 and no response 10 days later. When will 3 fix this problem for iPhone users on 3 contracts?

Re: Still unable to access three website or My3 app

KateS — Tue, 22 Oct 2024 09:25:28 GMT

Hey @ChrisW,

I'm sorry to hear you're still unable to log into your account.

Could you please update your software on the device and let me know if the issue persists?

Thanks,

Kate

Re: Still unable to access three website or My3 app

ChrisW — Tue, 22 Oct 2024 11:16:12 GMT

My iPhone 6 Plus is up to date and has IOS 15.8.3. I cannot update it beyond that. Problem is since 3 app update on 13/9. Lots of 3 customers have this issue. What is 3 doing about it?

Re: Still unable to access three website or My3 app

ChrisW — Tue, 22 Oct 2024 11:41:55 GMT

02 requires IOS 8 or later for its App so this problem doesn’t exist; now 3 are asking its iPhone customers to update to IoS16. 3 needs to stop blaming 3 customers with older phones and less than Ios16. 3 should have done its technical due diligence before implementing the latest 3 app updating and causing major inconvenience to its iPhone users still on 3 contracts and who were able to access the previous version of the app. Now we can’t login to 3 app or website to access our accounts.

Re: Still unable to access three website or My3 app

Suecubs — Wed, 23 Oct 2024 08:43:40 GMT

Same here. I don’t think they knowon my phones. I have to use my pc to login now as the only option. Everything works on there with no problem whatsoever. Trouble is I can’t put it in my pocket or use it like a mobile phone.
can’t see a solution happening anytime soon. I have tried every conceivable solution offered on all three mobile phones we have and none of them will get me logged in. Watch this space 😤

Re: Still unable to access three website or My3 app

Suecubs — Wed, 23 Oct 2024 08:47:31 GMT

Software is up to date IOS 15.8.3. iPhone 6s model number NN122ZD/A

Re: Still unable to access three website or My3 app

Suecubs — Wed, 23 Oct 2024 08:52:07 GMT

Ditto same here have lengthy transcripts of online chats with no solution than to use my home computer

Re: Still unable to access three website or My3 app

Suecubs — Wed, 23 Oct 2024 08:57:21 GMT

Problem still persists. Weird that I can download the App with no problem as have done this twice so why won’t it let me access account? Doesn’t make sense. Bit this still does not explain why I can’t login on my browser even tried Google on my phone still no go

Re: Still unable to access three website or My3 app

Jfisher46 — Wed, 23 Oct 2024 10:23:19 GMT

Have you updated the latest software for your phone or device you are using? This helped me getting back into both My3 app & three website browser. Worth a try if you haven’t done so already 👍🏻😊

Re: Still unable to access three website or My3 app

ChrisW — Wed, 23 Oct 2024 11:00:30 GMT

Thanks for the suggestion. I’ve got the latest IOS I can have on my iPhone 6s Plus. Like other 3 customers I’ve tried everything else and nothing works still can’t login to 3 app or website

Re: Still unable to access three website or My3 app

ChrisW — Wed, 23 Oct 2024 15:31:27 GMT

same here. I can download 3 app but not login to it even after getting 3 passcode via text. Can also open 3 website but cannot login there either using Safari. I have no issues with 3+ app. I too wonder what’s happening

Re: Still unable to access three website or My3 app

JonathanB — Thu, 24 Oct 2024 15:18:43 GMT

Hi @Suecubs,

I'm sorry that you're still having trouble signing in, we've made substantial progress in that customers on iOS 17 versions all seem to be fine to log in again, and we're looking into why this is still an issue on some older versions.

We're continuing to raise everyone's feedback, and we'll let you all know if we need any more information to help investigate.

Thanks,
Jonathan

Re: Still unable to access three website or My3 app

ChrisW — Thu, 24 Oct 2024 16:30:29 GMT

Why didn’t those responsible for updating 3 app realise 3 customers would need at least Ios17 - were no pre installation tests done? Why weren’t customers notified before updating 3 app? The 3 app specification says it only needs IoS15 so if other 3 customers like me have IoS15.8.3 why can’t we login to 3 app and 3 websites? It seems like 3 technical support and app developers never did their due diligence before asking 3 customers to update the 3 app and we are now facing the consequences. Why not simply reinstate previous 3 app that we could all access? 3 customers should not have to buy new iPhones with IOS 17 to access their 3 accounts that’s ridiculous. How come 3 technical experts & 3 app developers didn’t stop this problem sooner and find a quicker fix. I’m 6 weeks without access already through no fault of my own as all I did was update the 3 app

Re: Still unable to access three website or My3 app

ChrisW — Thu, 24 Oct 2024 16:59:31 GMT

Hi Jonathan. 3 app requires IoS15; other mobile networks require less (Vodaphone IOS 13 and O2 and EE IOS14). I have Ios15.8.3 but I still can’t access my 3 app or 3 website. There is clearly a flaw in the recent 3 app update as my iphone and other 3 customers phone meet the technical requirements of 3 app as stated on App Store. We shouldn’t need IOS17 to rectify the problem. If your competitors can create customer accessible apps with lower IOS needs then why can’t 3 do it?
there is clearly a flaw in 3 app update that’s creating this issue, Yet it seems you’re highlighting iphones with less than Ios17 as the issue.

3 technical support and 3 app developers need to go back to previous 3 app ( which we could access) or add an account access function on 3+ app ( which I can ironically access) as being 6 weeks without account access is unacceptable.

I look forward to your response

Re: Still unable to access three website or My3 app

Suecubs — Fri, 25 Oct 2024 22:58:39 GMT

As I have mentioned before and hundreds of other customers have your app required IOS 15. I checked this at least three times when deleting and then reinstalling your app three times on different phones. I even downloaded Duck Duck Go browser to see if I could login via your website. Nothing. Google. Nothing. And as we are all experiencing the same thing with IOS 15.8.3 and as previously mentioned are you prepared to offer us free phone replacement to get the IOS 17 you seem to be intimating that we need? Can’t see you doing that especially as I would need three of them! What a Shenanigans. 😵‍💫

Re: Still unable to access three website or My3 app

ChrisW — Sat, 26 Oct 2024 09:03:09 GMT

Hi Suecubs. I sympathise as I tried to login on Google and DuckDuckGo on my son’s laptop yesterday and I still couldn’t login on 3 website. I’ve deleted 3 app now as fed up trying to login without success. If 3 customers needed IoS17 then it should be stated on 3 app requirements but as you say we only need IOS15 which we both have. Other mobile providers have a much lower IoS requirement for their apps so I doubt they have this problem. Why can 3 develop an app that meets customers needs? 3 need to make sure the app is accessible for all otherwise we are unfairly locked out of our accounts. I asked on this forum why this has happened and no one from 3 has responded with a concrete answer. We just get the same tired suggestions to try. When you and I tried to look on on PCs/laptops that it didn’t work. If we can’t access our 3 accounts without buying a new phone then that’s not fair either. I’m a pensioner and that’s not possible. I’m calling upon the Head of 3 Technical support to reach out to 3 customers in this situation. We need a permanent solution. I’m tied to 3 contract until 2/25. I’d have to argue 3 are breaking their contract to get out to another mobile provider if this problem persists.

Re: Still unable to access three website or My3 app

Suecubs — Sun, 27 Oct 2024 16:10:18 GMT

Hi there am also a pensioner but I can login on our home computer with speed and ease to all four accounts. All passwords and emails current and correct. Just not on any of our iPhone mobile phone! It’s a mobile network isn’t it? At least it was. It was a nightmare registering more than one phone. Mine are supposed to be merged now but have no idea if this has happened. After being with Three for over 20 years it’s such a shame when your provider does this sort of thing. To be perfectly honest I don’t think there is a fix and they know it. If there is one it would have been sorted by now. Six weeks is too long. In your case being tied to a contract is unfair if access to your account is not available in fact breach of contract. Worth a discussion maybe? That’s if you can actually talk to someone an actual person, the old fashioned way! So we wait patiently or not. Like you have jumped thru hoops and taken every suggestion and tried all solutions to no avail. Luckily only one of my phones is contract the other ones are pay as you go monthly. Went for monthly because couldn’t access account on app or browsers on phone to get data packs every month so opted to add pay monthly so I didn’t get the hassle. Wasted so much time trying to solve this. Hours and hours going round in circles so got quite dizzy! Good luck everyone who is experiencing the same issues. Not enough fingers to keep crossed as we need more than eight I think 😩