Live chat function in App doesn't work

[AndyF]

I am not able to start a live chat via the three app anymore. Any ideas why? Used to work fine. Haven't changed phone or anything else

[JonathanB]

Hi @Anonymous,

I've checked with the App team and there's been normal numbers of chats connecting, but I've passed on feedback to check in more detail. It seems like maybe it's an intermittent problem, or perhaps specific to software, device, or app version in some way.

I've tried a Pixel 9 Pro and I could send messages to the Digital Assistant, but I notice it also needs an Android update installed, so will check again when that's done.

In the meantime, if anyone else is reading this and seeing similar issues, please let us know. Info about what model(s) of devices may help our investigation.

Thanks,
Jonathan

[Anonymous]

Hi @JonathanB 

It was fine before the app update on 24 April.

I'm using a Google Pixel 8a 

Thanks

[jr0]

FYI I did update the app, and the chat still seems to be working. Is this when you go to: Help -> Live chat and the "digital assistant" window/screen is shown?
I'm not on the latest android

[JonathanB]

Thanks @jr0, good to see some more confirmation that it's not a universal issue. 🙂

[Anonymous]

Has stopped working for me now too, since the app update 

[Anonymous]

Just checked: it's working for me. Maybe trying uninstalling then reinstalling the app?