Still unable to access three website or My3 app

[Jfisher46]

Hi can anyone of three technical team tell me how much longer this issue with my3 app & website is going to take? Because still unable to access either to topup & keep an eye on my account when needed.  This getting ridiculous & very annoying now. If this is not fixed sooner i will be considering changing networks because this is unexceptable for a network to have problems for this amount of time.

[Jfisher46 · Accepted solution]

Just managed to update my phones software that took forever but glad i did now, only seeing someone else’s comment about updating there iphone. My3 app & website seems to be working after that doh!! Thanks all

[JonathanB]

Thanks for confirming this worked @Jfisher46, I've had word back that a fix was put in place last week on our end, but the software update may have been required too for this to work. Thanks so much for your patience whilst these issues have been going on.

Thanks,
Jonathan

[ChrisW]

What fix have 3 put in place? I still can’t login on 3 app or 3 website- use iPhone with IOS 15.8.3. Locked out since 13/9/24. Complained to 3 in writing on 11/10/24 and no response 10 days later. When will 3 fix this problem for iPhone users on 3 contracts?

[Suecubs]

Same here. I don’t think they knowon my phones. I have to use my pc to login now as the only option. Everything works on there with no problem whatsoever. Trouble is I can’t put it in my pocket or use it like a mobile phone. 
can’t see a solution happening anytime soon. I have tried every conceivable solution offered on all three mobile phones we have and none of them will get me logged in.  Watch this space 😤

[JonathanB]

Hi @Suecubs,

I'm sorry that you're still having trouble signing in, we've made substantial progress in that customers on iOS 17 versions all seem to be fine to log in again, and we're looking into why this is still an issue on some older versions. 

We're continuing to raise everyone's feedback, and we'll let you all know if we need any more information to help investigate.

Thanks,
Jonathan

[Suecubs]

As I have mentioned before and hundreds of other customers have your app required IOS 15. I checked this at least three times when deleting and then reinstalling your app three times on different phones. I even downloaded Duck Duck Go browser to see if I could login via your website. Nothing. Google. Nothing. And as we are all experiencing the same thing with IOS 15.8.3 and as previously mentioned are you prepared to offer us free phone replacement to get the IOS 17 you seem to be intimating that we need? Can’t see you doing that especially as I would need three of them! What a Shenanigans. 😵‍💫 

[ChrisW]

Hi Suecubs. I sympathise as I tried to login on Google and DuckDuckGo on my son’s laptop yesterday and I still couldn’t login on 3 website. I’ve deleted 3 app now as fed up trying to login without success. If 3 customers needed IoS17 then it should be stated on 3 app requirements but as you say we only need IOS15 which we both have. Other mobile providers have a much lower IoS requirement for their apps so I doubt they have this problem. Why can 3 develop an app that meets customers needs? 3 need to make sure the app is accessible for all otherwise we are unfairly locked out of our accounts. I asked on this forum why this has happened and no one from 3 has responded with a concrete answer. We just get the same tired suggestions to try. When you and I tried to look on on PCs/laptops that it didn’t work. If we can’t access our 3 accounts without buying a new phone then that’s not fair either. I’m a pensioner and that’s not possible. I’m calling  upon the Head of 3 Technical support to reach out to 3 customers in this situation. We need a permanent solution. I’m tied to 3 contract until 2/25. I’d have to argue 3 are breaking their contract to get out to another mobile provider if this problem persists.

[Suecubs]

Hi there am also a pensioner but I can login on our home computer with speed and ease to all four accounts. All passwords and emails current and correct. Just not on any of our iPhone mobile phone! It’s a mobile network isn’t it? At least it was. It was a nightmare registering more than one phone. Mine are supposed to be merged now but have no idea if this has happened. After being with Three for over 20 years it’s such a shame when your provider does this sort of thing. To be perfectly honest I don’t think there is a fix and they know it. If there is one it would have been sorted by now. Six weeks is too long. In your case being tied to a contract is unfair if access to your account is not available in fact breach of contract. Worth a discussion maybe? That’s if you can actually talk to someone an actual person, the old fashioned way!  So we wait patiently or not. Like you have jumped thru hoops and taken every suggestion and tried all solutions to no avail. Luckily only one of my phones is contract the other ones are pay as you go monthly. Went for monthly because couldn’t  access account on app or browsers on phone to get data packs every month so opted to add pay monthly so I didn’t get the hassle. Wasted so much time trying to solve this. Hours and hours going round in circles so got quite dizzy! Good luck everyone who is experiencing the same issues. Not enough fingers to keep crossed as we need more than eight I think 😩

[ChrisW]

Many thanks Subcubs. I’m on a SIM only contract until February 2026. If problem persists I will try breach of contract to move mobile provider. I have to wait another 2 weeks before referring matter to Communication ombudsman for review. No reply from 3 complaints department to my letter of 11 October 2024 which is disgraceful. I will do a month by month SIM only in future with someone else due to these problems with 3 once I get free from 3. In the meantime I’m stuck in limbo like many others on 3