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

[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. 

[ChrisW]

Hi Harovitch. I had a live chat with 3 today. Said I want to leave 3 due to breach of contract and inability to access my account for over 6 weeks. They said I would have to pay £137 early termination fee. 3 totally ignored fact problem is their fault and wanted to penalise me even more. I’m 65 this treatment is just disgraceful. 

[ChrisW]

Morning Harovitch. I’m in the same situation as you. Phone operates fine apart from accessing 3 app and website. I don’t know why 3 have not corrected this issue before now. They haven’t explained why it’s occurring to us. 3 will lose lots of customers to other mobile networks because of it and especially those who are not in a position to upgrade if that’s their thinking. I sincerely hope this is not their motive. It will backfire on them

[ChrisW]

Morning Harovitch. It doesn’t seem like 3 really care. No one in 3 complaints has bothered to reply to my letter if 11/10. 3 have until 31/10 to respond. If 3 expect me to upgrade to new phone just to get their app they’re mistaken. I’m a pensioner and can’t afford to. My phone works fine so I don’t want to replace it. 3 will lose loads of customers over this. It’s very ironic that I can’t use 3 app or website even though I’m on a 3 contract. First time that’s happened in all the years I’ve had a mobile. Perhaps when I contact the Communications ombudsman about 3 this and how they treat their customers things might change. 

[ChrisAO]

Latest update to the App seems to be working for me atm.

[ChrisW]

Hi ChrisAO. Happy for you. I tried to login on 3 website and got blue dots across the screen as if it’s loading. So no change my end meaning locked out of my account since 13/9

[ChrisAO]

Hi, sorry to hear you're still having a problem. I've had similar issues on the website as well in the past, but seems ok at present. Have you tried a different browser? Also make sure your browser isn't blocking Tracking/Ads/Cookies for the site, some sites won't work properly if that's the case.

I was posting a reply to you earlier this afternoon - the site had allowed me to open the reply box, I was also logged in, I posted my reply and the site went to the Login Page!! Which I then did (and it wanted a damned OTP) however my post had disappeared and I didn't have time then to redo it. So hope this one works!

[ChrisW]

Hi ChrisAO. I’m using same browsers. Pre update could access 3 app and 3 website without problems. Now locked out since update so probably not down to this. I’ll check though. Thanks for your help 

[ChrisAO]

Sorry I can't think of anything else atm, especially as I don't know anything re IoS.

[Harovitch]

Looking at previous posts it seems that the problems we are all experiencing in accessing the Three App started immediately after the App was upgraded by Three engineers in mid September.  As they clearly cannot understand what the problem is, why don't they reinstall the App as it was. This was working reasonably well, customers were able to login, access their accounts, top up and all the rest of it. Upgrading it has clearly been an utter and total disaster.