topic Re: Wifi in Network

Wifi

Eleccy — Mon, 25 Jul 2022 19:36:54 GMT

Can not log on to my3 app when using WiFi can connect when WiFi is disabled

Re: Wifi

JonathanB — Tue, 26 Jul 2022 10:29:13 GMT

Hey Eleccy,

Welcome to the Three Community.

The My3 app normally supports connecting from WiFi, although you may need to sign in to your My3 account again. Is the WiFi network you mentioned allowing you to connect to the Internet for browsing, and other apps?

Can you also confirm the model of phone that you are using?

If you can let us know the answers to the above we'll check what further advice we can give.

JonathanB

Re: Wifi

Eleccy — Thu, 28 Jul 2022 14:22:10 GMT

Hi yes can use the internet no problem and tried other wifi networks. My phone is a Samsung Galaxy A41

Thanks

Re: Wifi

JonathanB — Fri, 29 Jul 2022 13:02:50 GMT

Thanks for getting back to me on this, Eleccy. Please check on the Play store to make sure you've got the latest update on the app.

Assuming it's all up to date, can you share what error message you see when you're trying to get logged in? If you're able to share screenshots of what happens too this would be really helpful (take care to mask any personal details if sharing on the community).

JonathanB

Re: Wifi

Eleccy — Wed, 03 Aug 2022 19:04:09 GMT

Hi JonathanB this is all I get

Cheers

Re: Wifi

JonathanB — Thu, 04 Aug 2022 14:40:13 GMT

Hi Eleccy,

Thanks for sharing this. Does the same thing happen if you go to three.co.uk on your browser and log in from there rather than the app?

I suspect there may be an issue with your My3 login. Try navigating to the log in page on the three website, and reset your password. Let me know if the app starts working for logging in over WiFi after you've done the password reset.

JonathanB

Re: Wifi

Eleccy — Thu, 04 Aug 2022 18:54:45 GMT

Hi have reset my password on three website still no log on. Same result

Re: Wifi

StephR — Fri, 05 Aug 2022 11:06:01 GMT

Thanks for trying all these steps, Eleccy, sorry we've not cracked this one yet!

Can you please try clearing the app's cache? You can do that from within your phone's settings menu. The steps will be something like Settings > Apps > Three > Storage and cache > Clear cache. From there, you can also uninstall the app which will then let you download it again.

I've sent you a PM with further steps to take if that doesn't help. We might need our support team to take a closer look at this one.

StephR

Re: Wifi

Eleccy — Sat, 06 Aug 2022 14:44:34 GMT

Thanks Steph I have done all that before but will try again and let you know how I get on