Major problems since the recent Three system updates!

[Dazie999]

TO THREE SUPPORT STAFF AND WARNING FOR OTHERS WHO MAY BE EXPERIENCING THE SAME ISSUES...

I have been having horrendous problems with all admin aspects of the service for more than the last week - since you updated your systems! Can't login to the app, can't login to the website, billing is messed up big time, staff say they've not been trained + more!

Just some of the issues:

> If I try to login on the web with my mobile number (or register) it says "We can’t load part or all of the information right now, please try again or contact helpdesk"

> Any link to the website sometimes says "you do not have access to this website"! 

> I have 4 numbers for my family, if I try to re-register on the app (which you are forcing us to do!) then it says that the email address is already in use!

> If I try to login with that email address it instead logs me into a different one of my 4 numbers!

> I have had messages threatening me to be cut off because my direct debit has not gone through, despite the fact that it has!

> I have had messages saying that I am out of data and will be charged 0.21 per MB (over £200 per GB!!!), despite that fact that I have 6GB left! Of course I am unable to check this as the app and website are broken so I have to spend 30 mins on hold to find out!

> I found that spend caps have randomly changed! 2 left at £0 as I asked for, 1 set to £15 and another set to £10!!!

> Staff have told me they can't help with some of my questions have they have not yet received training on the new systems!!!

> Staff suggested a solution that would mean I would be totally cut off from managing 3 of my 4 numbers!!! The OTP would be sent to my family phones or email addresses which I don't have access to! I have managed these numbers for years but now you are making this extremely difficult!

How can you have managed to screw ALL of these things up at the same time, and not even trained staff to be able to help???!!!

This has so far wasted at least 3 hours of my life with several calls totalling 2 hours on the phone to Three! Its also caused panic with a family member falsely being told they have no data and are now incurring over £200 per GB for data!!! And the caps were changed without my consent causing future risk of charges.

What a complete disgrace!!!

[Avondale]

support chat broken + billing system broken - wher... - Three Community - 13180

[Avondale]

Sorry Curlysutoo.

I hit "Send" too quickly then.

That link takes you to one possible complaint avenue.  

[mimoso]

same problem ,new app is useless

[JonathanB]

Hi @Dazie999,

I'm really sorry to hear about your experiences since the recent update. All customer facing staff have been given training, so that's really disappointing to hear this.

We'd like to get these issues looked into further, I'll send you a private message now to get you in touch with some colleagues that will investigate further and do their best to help.

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

Thanks,
JonathanB

[tynrab]

What about the rest of us @JonathanB?  There is a systemic problem that Three must publicly acknowledge, address and provide guidance to thousands of customers like us, imho.

[taras]

Hi @JonathanB, I'm a brand new customer who has never managed to log in to the Three panel, regardless of what browser I use, or if I use the Three app.  I am totally lost and don't know what to do.  Every time I try and log in it says "We can’t load part or all of the information right now".  When will I be able to access my account?? 

I was a Three customer (different account, different number, different email address) about 2 years ago and there was none of these problems. So confused and frustrated.

[DrFunkenbreakz]

Any help for the rest of us new customers with exactly the same issue? Please see my last post.

[DrFunkenbreakz]

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. 

[DrFunkenbreakz]

Complaints form if any needs it. Already sent mine

https://www.three.co.uk/support/how-to-complain/complaints-form

[nabsim]

I am being told it doesn't work because my email address is in the old system, they are wanting me to create another email address just for My3 ffs