New 3 Mobile App won’t load account details

[Timrivergod]

Hi since updating the 3 mobile App I can’t access the account details just get a white screen. iPhone7+ 15.8.3 IOS loaded. 
App opens OK 
Any advice would be appreciated. 
cheers Tim

[RickyA]

25 oct 2024 still no fix evident

iphone 12  iOS 16.2 .

I don’t understand the delay in a fix 

[ChrisAO]

The delay is obviously due to their so called "software engineers" not knowing what they are doing.

[Harovitch]

I agree. I don't think any of us understand why there is such a delay in getting this fixed, or why the team at Three are not keeping us regularly updated with their progress in trying to understand what is actually causing this problem. Customers are likely to be more patient if they are kept informed and not just left in the dark. 

[ChrisW]

Hi Harovitch. Couldn’t agree more. It’s very frustrating for all of us in this position and we don’t know what 3 is doing to sort this out as we are not kept in the loop. I have asked 3 for clarification and suggested temporary solutions eg add account access via 3+ or restore old 3 app on this forum but got no response. 3 need to be more pro-active and solve this bug/flaw in 3 app and 3 website that prevents us from logging in 

[Harovitch]

It's actually quite hard to believe what's going on at Three. Following my numerous requests to be kept updated and my posts on this forum I received a phone call at 2.25pm. this afternoon from an Indian sounding woman who said she was from Three . Again it was virtually impossible to understand her very poor English. When I politely tried to answer her questions she hung up!  This has happened many times since I first lodged a formal complaint with Three over four weeks ago about being unable to access their Mobile App. This dreadful situation seems to be worsening with every day that passes.    

[ChrisW]

I made a complaint in writing about it to 3 complaints in Glasgow on 11 October and have still not received a response from 3. I agree The situation is getting worse and 3 are not even contacting it’s long standing customers to explain why this is happening and what action they are taking. They have until 31 October to fix it then I will go to the Communication Ombudsman who I doubt will be impressed at how badly we are being treated. We all deserve better 

[Hmcp]

Ok, I’ve been waiting and waiting for this issue to be fixed. I go on holiday tomorrow and not able to buy roaming. I called 333 and they could access my account to add this on. Hung up on me and sent me a text with a link to click that takes me to the app or online to be faced with the button that again work. I will need to deal with this when I return but I am not paying extra for taking my phone abroad when this issue has been unresolved for so long. Not good enough at all 3!!!!! 

[KateS]

Hi everyone,

Could those of you still facing issues accessing your account please confirm the make/model of the device and the current software you're using, please?

If anyone has access to a PC etc, could you also attempt to access your account online and let me know if this works. 

Thanks,
Kate

[ChrisW]

Hi Kate. What has 3 tried in technical terms to sort this access to 3 app and 3 website issue out? It seems odd that 3’s own customers cannot login to 3 app or website. This is a serious accessibility issue and you’ve had 6 weeks to address it. What steps are 3 taking to resolving it? 3 app and website developers needed to ensure all 3 customers could have access and not be locked out of our accounts without having to use PC’s ( I don’t have access to one). My phone functions perfectly well- can call, text, access emails and internet- providing it is ironically not 3. I have 2 weeks left before the Communications ombudsman gets involved. 3 really need to get the Head of Technical Support on this as it’s a major issue and inconvenience and apologies whilst welcome are not enough

[ChrisW]

Hi Kate. I’m using iPhone 6s Plus, model MKU63B/A and my IOS 15.8.3. Latest for my phone. No access to PC at moment. I can access my gmail, internet using Safari etc. it’s just 3 app & 3 website that I’m having issues with since 13/9 update of 3 app. Can access 3+ app ok and I’m registered with 3. 3 have had 6 weeks to sort this out and still no fix - I’m getting frustrated at being locked out of my 3 account and I’m sure many other 3 customers in this situation are too. Looks like 3 app update has generated major problems as it did last time in 3/24