Cannot access account(s)

[Suecubs]

where do I begin. Website update required to register register. Registered phone excellent no problems. Registered additional phone after a conversation to change email address. Every phone has to have a unique email. Tried to register third phone. Email changed again but alas could not login. 
no probs can add to account over phone and as it’s 3G will stop working soon. Downloaded Thtee App. Opened it got it working. Used switch any of my numbers including my husbands but after the email password code the link to our accounts just a BLANK page which you can’t get out of. So add apo to other phone try again. Nothing. Browse next Safari. Page pops up. Login, try again login, try again login. Each time the dreaded blue dots that go on for hours as I’ve tried it. On and on and on. Today spent three hours online chat all very nice but no answer other that changing email address ti a completely new one I haven’t used with three. Tried adding it on chat and again on chat and again on chat but chat closed down all on its own. Then I get a message to say we had lost connection! Really well I never, really. I didn’t close it, it stopped on its own could not reply. The first chat recommended that I try and login on the browser. Said that I was not supposed to do this but was assured the chat would remain open. Guess what, opened a new window tried to login blue dots again and this time on top of my chat!! Again couldn’t reply. Are you still there they asked. Of course I was but blue dots again. Then decided to try and call. Useless I was in a merry go round of numbers and more numbers. All I want is to actually TALK in the end I gave up. Nearly in tears of exasperation. Need a tranquiliser now. Headache. Frustration and going out. Any ideas. Thinking of leaving three we have five accounts with them. Disaster since website updated. Been with three for ten years. Never been so annoyed in my life. Robotic AI mayhem !

[KateS]

Hey @Suecubs,

I'm really sorry to hear you've had so much trouble accessing your accounts online and can completely appreciate your frustration.

If you have multiple accounts registered under your name, postcode and date of birth, you'd be able to link these accounts. You'll then only need one email address and you'll be able to manage all accounts under one log-in. Our Support team would be able to help with the linking of the accounts.

Regarding the blue dots you're getting when accessing the app and website, it is a known issue that our teams are aware of and are currently working to resolve. I'm sorry for the disruption this is causing.

Please let me know if I can be of any further assistance.

Thanks,

Kate

[Suecubs]

Logged in today on our home PC No problems whatsoever. Straight in on all four registered accounts. Therefore our login information is correct and up to date. The problem is with getting access on our mobile phones. Nothing you do reference our accounts will change this. Like thousands of your customers we all have the same problem. Your app is selective and three of our phones cannot get logged in. The app is there but as soon as you try to go to our accounts it just stalls to a blank page. Likewise using the browser, as soon as all information is added to login your website buffers for ever. Not a good image. On PC no problem so accounts ok just your App system and mobile phones access.  When you consider you are a mobile phone network not a good image when many of your customers cannot use their mobile phones to access their accounts including us. Such a big company yet changing your website and updating has caused major problems for your customers. Bit like Horizon for Royal Mail! You need to get this sorted asap. Thank goodness for home PCs

[KateS]

Hey @Suecubs,

Thanks for getting back to me.

We're sorry for the disruption this issue has been causing. Our teams are hard at work to resolve this and are asking for some help from the community to test this again. Can you please check with any devices you have available, and if you're still encountering these issues logging into My3 let us know?

In your reply please confirm the device(s) you've tested, and if the issue is still occurring on the Three App, and which browser(s) you've tested.

Thanks,

Kate

[Suecubs]

Eureka today I can login to all of our accounts using Safari on my iPhone 6s. Quite a nice surprise. Mega. Still no go on 3 app or 3+ app. Can I get three rewards without the app as it’s not working as I cannot login or register if necessary like I did before?

[KateS]

Hey @Suecubs,

Thanks for letting me know. I'll pass this information on to the team investigating the issues, and hopefully you'll be able to access the app soon.

Could you try accessing the Three+ website instead? 

Thanks,
Kate