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

[ChrisW]

Evening Harovitch. That’s a great suggestion. I agree. Previous 3 app worked ok. I made this argument in a call to 3 technical support in late September 2024 and was told it was not possible as update deleted previous 3 app. I don’t know why an a new app update was needed as 3 had done lots of systems updates pre mid September. In the meantime we are all locked out our 3 app & website and our accounts & 3’s reputation with its customers is declining day by day. Not good at all

[ChrisAO]

I've not had any problems recently, but a short while back it was hit and miss. I assumed at the time that it might be related to system updates but not so sure now. Too many other things that seem to have bugs that come and go on web pages etc. I'm inclined to agree they need to hire some "experts" that know what they are doing!!

[Harovitch]

Yes, I certainly agree that now they need to hire some experts and get this matter resolved to preserve their credibility and finally provide the service we are all expecting and paying for. It is estimated that Three has around 10 million customers; it makes you wonder how many of these are being affected by this problem and just staying silent in the hope that things improve. I suspect those commenting on this forum are just a drop in the ocean.

[ChrisW]

Morning Harowitch. I agree 3 need to hire external experts to solve this & not damage their reputation. You’re probably right. Debates in this forum likely represent a small percent of those badly impacted by this. I guess when customers 3 contracts expire they’ll move to other mobile providers as a consequence of the disruption and inconvenience caused by all this. 

[Harovitch]

I received another phone call from Three this afternoon Friday 25th of October at 1.35pm. This presumably as with the call yesterday was in response to my comments on this site that Three fails to keep it's despondent and frustrated customers updated with their progress in trying to sort the problem out, whatever it is. Unfortunately the call was not exactly enlightening, all that I could elicit whilst trying to understand the very poor English was that they hadn't found out what was causing the problem and were therefor no nearer to finding a fix for it. Nice of them to call but it just increases the total exasperation of having to listen to such ineffectiveness.

[ChrisW]

Hi Harovitch. It’s disappointing to hear that 3 still hasn’t identified what’s causing this or found a permanent fix. I had many calls with 3 customer service advisor and 3 technical support staff and they seemed clueless so I stopped calling them as it was pointless. The head/CEO of 3 and the Head of 3 technical department needs to hire external experts to resolve this as 3 clearly can’t do it in house. Meanwhile you, me and many other 3 customers are suffering from being locked out of our 3 accounts 

[MNorman11]

For a while now whilst using the Three App or using Three on Safari I am unable to login. Once entering my details and the code sent to my phone i get a blank screen and nothing will load. 

I’ve had this issue for a while and nothing seems to work.

[ChrisW]

Hi. I’ve had the same problem since 13/9 after uploading 3 app update. I get dots across the screen trying to login on 3 website. This is an issue affecting lots of 3 customers and 3 have yet to provide a fix. 3 suggest the same remedies but nothing changes. Sounds like there’s a bug/flaw in 3 app and 3 website that’s yet to be solved. 3 have failed to explain why this has happened and constantly ask iPhone users what IOS they have, if they can update it or if they can login on a PC. If neither of these options are possible or work what will 3 technical support senior managers do about it? We’ll hope it will be resolved soon. I’ve waited 6 weeks already as a loyal 3 customer and I feel sorry for new 3 customers like you unable to access their 3 accounts 

[PeteG]

Hello.

Multiple users have reported success after upgrading their device to the latest version of iOS. If that's an option for anyone, can you upgrade and try again? 

If you're still having issues, could you please try access My3 through the three website using a PC or laptop with the Chrome browser, and let us know if that works instead? 

Pete. 

[ChrisW]

Hi Pete. I have the latest update on my iPhone which is IOS 16.8.3 and don’t have a PC and so cannot do as you suggest. 3 have suggested this already- surely there are more options than this? In the past we could access 3 app and website on our phones so why can’t we do that now? Can 3 please explain why this problem has occurred? Thanks. Chris