Message to David Hennessy Chief technical officer at 3

[ChrisW]

As 3 have still not resolved many 3 customers access to our accounts since recent 3 app update in September 2024  I am asking David Hennessy who is Three UK and Ireland's Chief Technology Officer and responsible for the 3 network and IT systems to send a message to all 3 customers locked out of our account explaining

1 what caused this problem 

2 what 3 plans to do about it including employing external experts

3 when the problem will be resolved with a clear guideline 

4 that if 3 cannot resolve this issue quickly  then I request customers be released from our 3 contracts without penalty as we cannot access our accounts due to 3 app and 3 website login problems

i look forward to hearing from you as this forum shows many 3 customers are in this position and the situation is becoming intolerable 

[JonathanB]

Hi @ChrisW,

We're sorry that these issues are ongoing, and apologise for the disruption this is causing. We've provided the updates that we can on the existing Community topics about this matter, and we can assure you this issue has been escalated appropriately within our support teams.

The issue is confined to accessing My3 from browsers or the Three App on iPhones running iOS 16 and prior. The Three app itself isn't responsible for the issue, but the app does need to contact webpages on the Three website similar to when you login on a browser, hence the issue happening on both platforms.

My understanding is that we're working on a solution to restore access for the proportionately small number of older iPhones in use on our network which can't update to the current iOS versions, so that My3 can again be accessed from browsers and our app on those devices.

In the meantime, where possible other devices such as PC or Laptop browsers can access My3 as normal, and if you don't have an alternative suitable device, any info or changes you'd normally access through self service on My3 are still available through customer services over the phone and chat.

Thanks,
Jonathan

[ChrisW]

Hi Jonathan. Given that 3 complaints never responded to my letter of 11/10 and my deadline for response has passed and also that 3 technical support has failed to resolve this access issue after almost 2 months I decided to leave 3. I give the necessary notice and a 3 complaints agent promised to waive any early termination fee given all the inconvenience caused. I hope 3 keep their promise when my bill is due on 27/11 as I’m certainly not paying 3 the nearly £128 requested by 3 in a text for moving mobile provider. If you fail to honour this I will go to the Communications ombudsman. I only want to pay my normal 3 monthly bill. I wish everyone on this forum the best of luck dealing with this major ongoing issue. I think 3 could have handled this much better, spotted the problem pre new app update and above all listened to their loyal customers who highlighted problems and were blamed for having less than ioS16 or equivalent on their other non apple phones. The 3 App says my phone with Ios15.8.3 is compatible with the 3 app but I still can’t access it. As a 65 year old pensioner I need a reliable accessible mobile network with an app & website I can use to solve any problems arising. 3 app, website, customer services, technical support and complaints department has proved to be woefully inadequate on all fronts since 13/9 In my case after upgrading the 3 app. I have now activated my PAC Code and moved provider as 3 have still not sorted this out and I can’t access my account. I’m sure I won’t be the other person to do this under these circumstances. 

[ChrisAO]

@JonathanB Quote "In the meantime, where possible other devices such as PC or Laptop browsers can access My3 as normal"

I'm afraid that has not always been the case. In recent weeks not only have I had problems on Android but also using a browser on a PC. Thankfully not the case right at the moment, but there are still issues with sporadic errors on some of Three's web pages.

[Geluk]

Very doubtful he ever passes this way!

[ChrisW]

Hi Geluk. You’re probably right about that but hopefully someone from 3 technical support management reads it and acts on it. Customers inability to access 3 app and website and the failure to sort it out quickly does not reflect well on senior technical and IT management at 3

[Suecubs]

It is synical but most likely correct. iPhones are expensive and as soon as you buy one it is out of date. Good piece of kit but you need to earn good money to keep up with the new versions. Getting a new phone from three means bigger monthly bills so in these times not feasible for many.  Short sightedness from three and disloyal to us as their customers. Could be waiting for paint to dry 🥺

[Harovitch]

Well said. Let's hope a prompt and sensible reply follows!

[ChrisW]

Hi Harovitch. I hope someone senior from 3 technical support replies on his behalf at least or tells those at CEO level what’s happening and this issue gets discussed higher up and resolved soon