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

[Expert4Hire]

Hi Jonathon,

Thanks for passing that on. There were a few other load errors from the page. Most are just warnings, and I only looked at the first. The full output from the debug console is below...

SyntaxError: Invalid regular expression: invalid group specifier name
(anonymous function) — digitalBundle-Common-f1625d58de59320df810.js:1

Duplicate agent injection detected, turning off redundant initConfig. 24ad2d10056c2cdf_complete.js:5:199

InitConfig not found or agent already initialized! This is an injection issue. qe — 24ad2d10056c2cdf_complete.js:47:203

Duplicate agent injection detected, turning off redundant asyncCore. 24ad2d10056c2cdf_complete.js:287:278

WARNING: Module "7" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "N" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "V" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "f" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "g" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "h" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "q" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "r" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "u" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374
WARNING: Module "x" already enabled! qf — ruxitagentjs_ICA7NVfghqrux_10295240705110949.js:123:374

SyntaxError: Invalid regular expression: invalid group specifier name scevent.min.js:2
(anonymous function) — scevent.min.js:2

Unrecognized Content-Security-Policy directive 'require-trusted-types-for'. Global Code — Script Element 3:2
Exp B TH2390 Desktop Loaded

TypeError: undefined is not a function (near '...Mr...') main.js:6:134771
(anonymous function) — main.js:6:134771

[ChrisAO]

Well well. I'm certainly no expert in these areas, but why does it not surprise me that it's a Javascript issue!!

Because of the browser I use most of the time has been giving me occasional problems with some parts of Three's website, as well as some other pages on other sites. It's the Vivaldi browser, and when there's a problem it gives a "dead-bird" image. When I first went to Vivaldi forums to ask about all this, it was initially suggested that it was an OOM issue, however one of the team thought there was a possibility of it being related to Javascript handling. There was also some suggestion it may be related to the then version of Chromium which is used by other browsers such as Edge. One time I had "error" problems when switching to Edge after I'd had a problem on one website using Vivaldi.

As far as I'm concerned, this more or less confirms it is a JS issue.

Interesting, I'll have to see what the Vivaldi lot have to say about it as I've been having an increased number of "dead-bird" issues on an odd variety of pages on different websites and was thinking of giving up with Vivaldi and going back to Firefox!

Thanks again for your analysis, hopefully Three's webteam will get a look at this.

[ChrisW]

Evening Expert4hire. I’m not an IT expert. Both my IOS (same as yours) and Safari are up to date. Got same issues as you. Perhaps someone in 3 technical support will read your message and get on it to see if this identifies the problem. This possible solution might be too late for me as I’m trying to leave 3 without paying any termination fees. Good luck everyone 

[Harovitch]

Hi ChrisW. Three, or whoever you spoke to at Three would treading on very thin ice if they think they can impose termination fees when they have quite clearly failed to honour their side of the contract. I suspect they are ignorant of how the law would be interpreted in these particular cases. I had a similar experience with TalkTalk regarding their utter failure to provide the internet service they promised. I told them I would welcome any legal action they chose to take as it would certainly fail and furthermore I would publicise their failed attempt to extract money out of me which would benefit all those customers like myself who suffered their atrocious service and wrongly believed they would be sued for breaking their contracts. Companies with integrity that endeavour to provide a decent and reliable service do not threaten their customers with legal action when they have blatantly failed to provide the service they offered , on the contrary a company worth its salt would go out of it's way to ensure customers are treated honestly and fairly.  

[ChrisW]

Thanks Harovitch. I’m still negotiating an amicable exit from 3 without paying any penalty ( early termination fee) as I’m fed up waiting for 3 to sort out the 3 app and website access issues we’re having. I’m can’t afford  to update my phone to solve this as I’m convinced other problems lay ahead if this is how they deal with IT problems and 3 customers on the end of them

[ChrisAO]

Hi ChrisW. Sorry to hear you're having these issues. There's clearly an issue with the IoS version of the App, that is something you need to make very clear when speaking to them. At this time I'm not having any problem with the Android version, or last time I tried, no problem with the website.

Now, whether you really want to leave or would rather just have the problem fixed, the next time you speak with them (phone them on 500) tell them you want to make a FORMAL Complaint. Once you've got that in motion, if they are giving you a load of nonsense, tell them you want a Deadlock letter. Once you have that, you can go straight to the Ombudsman. If they don't produce one you have to wait 8 weeks before going to the Ombudsman.

(Have a check of their complaints procedure to make sure you do everything that's needed).

If they are being difficult, tell them you will go to the Ombudsman, that will cost them a lot more than that early termination fee they want to try and charge you - waving that is somewhat cheaper, it'll cost them ~£500 if you go to the ombudsman.

HTH.

[Harovitch]

Good Morning ChrisW,  I don't have a suspicious nature but it's appearing more and more obvious that Three simply aren't interested in rectifying this problem. Anyone with any common sense must surely now see that they are just cynically paying lip service to the thousands of people who must be grossly stressed and inconvenienced by their total lack of concern for so many erstwhile loyal customers. Software engineers I have spoken with have suggested this whole fiasco is probably aimed at persuading people to upgrade to later phones. If this is actually correct it deserves our utter contempt.

[ChrisAO]

I'm not sure why you and @ChrisW think that upgrading your phone is needed. Have you been to your App store an checked you have the latest update?

I also have an older phone (Android 8.1) with a PAYG Sim, and it's working ok currently. The only thing that's irritating is everytime they update the App, it seems to want you to Log-in again (with a OTP!).

[ChrisW]

Hi ChrisAO. I downloaded a 3 app update on 13/9 and that’s when problems began. My iPhone 6s Plus has IoS18.5.3 which is latest update possible for that phone. Although 3 app says only need IoS15 it seems 3 app needs IoS17. Hence my upgrade phone comment. No one from 3 has clarified the situation or resolved my 3 app and 3 website lock out for last 6 weeks plus

[Harovitch]

Good morning Chris AO and ChrisW.  I have an iPhone 7 with an updated 15.8.3. ios installed. This apparently is the latest update this phone can take. I am able to access all apps on the phone except the modified Three App. The phone works perfectly well without any problems until Three modified this App. I have contacted those people I know with much more recent iPhones and they have had no trouble accessing the app which of course makes me wonder if this update from Three is a sales ploy to get people to upgrade to later phone models. What throws even greater suspicion on this theory is the atrocious disinterested attitude of Three staff when you try and seek help. I firmly believe that if they really wanted to correct this problem they could have done so after the first few days of it being reported to them. I think the lip service they keep maintaining without actually doing anything is just further proof of this.