topic Re: Live chat function in App doesn't work in Broadband

Live chat function in App doesn't work

AndyF — Sun, 27 Apr 2025 15:52:10 GMT

I am not able to start a live chat via the three app anymore. Any ideas why? Used to work fine. Haven't changed phone or anything else

Re: Live chat function in App doesn't work

Anonymous — Sun, 27 Apr 2025 19:46:59 GMT

Just checked: it's working for me. Maybe trying uninstalling then reinstalling the app?

Re: Live chat function in App doesn't work

Anonymous — Mon, 28 Apr 2025 16:12:36 GMT

Has stopped working for me now too, since the app update

Re: Live chat function in App doesn't work

JonathanB — Tue, 29 Apr 2025 10:24:11 GMT

Hi @AndyF, @Anonymous,

Sorry to hear about this, will be happy to check it out.

Is this issue still persisting for you? Can you walk me through it in a bit more detail, what happens when you go to help and choose Live Chat? Is this for Android or iPhone?

Thanks,
Jonathan

Re: Live chat function in App doesn't work

Anonymous — Tue, 29 Apr 2025 11:01:30 GMT

Hi @JonathanB

Yes, the issue persists.

Since the latest update to the Three app it hasn't been possible to tap into the "Type your message here" tab at the bottom of the page, as it's not formatted correctly. If you try to tap into that box the screen just minimises.

This is for Android.

Many thanks.

Re: Live chat function in App doesn't work

jr0 — Tue, 29 Apr 2025 12:59:26 GMT

FYI I did update the app, and the chat still seems to be working. Is this when you go to: Help -> Live chat and the "digital assistant" window/screen is shown?
I'm not on the latest android

Re: Live chat function in App doesn't work

JonathanB — Tue, 29 Apr 2025 13:21:55 GMT

Hi @Anonymous,

I've checked with the App team and there's been normal numbers of chats connecting, but I've passed on feedback to check in more detail. It seems like maybe it's an intermittent problem, or perhaps specific to software, device, or app version in some way.

I've tried a Pixel 9 Pro and I could send messages to the Digital Assistant, but I notice it also needs an Android update installed, so will check again when that's done.

In the meantime, if anyone else is reading this and seeing similar issues, please let us know. Info about what model(s) of devices may help our investigation.

Thanks,
Jonathan

Re: Live chat function in App doesn't work

JonathanB — Tue, 29 Apr 2025 13:23:32 GMT

Thanks @jr0, good to see some more confirmation that it's not a universal issue. 🙂

Re: Live chat function in App doesn't work

Anonymous — Tue, 29 Apr 2025 13:37:14 GMT

Hi @JonathanB

It was fine before the app update on 24 April.

I'm using a Google Pixel 8a

Thanks

Re: Live chat function in App doesn't work

Anonymous — Wed, 30 Apr 2025 06:11:34 GMT

@JonathanB , There's been another app update this morning, but the issue still persists

Re: Live chat function in App doesn't work

jr0 — Wed, 30 Apr 2025 11:57:39 GMT

just did the Three app update from playstore and still working (as I can type in the textbox for the digital assistant)

Re: Live chat function in App doesn't work

JonathanB — Wed, 30 Apr 2025 14:03:06 GMT

Thanks @Anonymous, it doesn't seem to be a universal issue, so might be specific devices or software versions.

We're still looking into this, are you on Android 15?

Re: Live chat function in App doesn't work

Anonymous — Wed, 30 Apr 2025 15:03:06 GMT

@JonathanB , yes, am on Android 15

Re: Live chat function in App doesn't work

JonathanB — Thu, 01 May 2025 11:17:05 GMT

Thanks @Anonymous, that correlates with what we've been seeing. Hopefully we can track down where the glitch is before too much longer. It only seems to be affecting the most up to date Androids from what I can see.

Re: Live chat function in App doesn't work

MymsMan — Thu, 01 May 2025 11:21:48 GMT

@JonathanB wrote:
Thanks @Anonymous, that correlates with what we've been seeing. Hopefully we can track down where the glitch is before too much longer. It only seems to be affecting the most up to date Androids from what I can see.

That should justify an expense claim for a new, top of the range, Android phone 🤣

Re: Live chat function in App doesn't work

Anonymous — Tue, 27 May 2025 06:23:01 GMT

Issue resolved.

The app updated this morning (27/5/25), and it is now possible to type into the message box in the Three app once again.