on 07-28-2023 11:24 AM
I purchased a cellular plan for my smartwatch yesterday, however it was stuck activating for 7 hours. I then contacted support who told me to unpair, then after that it was reset, and now i cant even get the login to appear when trying to add a cellular plan with the watch app. i get a blank white page or a three page saying "There's a problem" with only a close option.
I have bought this service and can't even use it, this is insane. After contacting apple, they said it was a three problem. and then trying to contact Three support is hell. Your chat button does not work on desktop. I've tried chrome, firefox and edge. and your iPhone app is awful and closes the chat randomly with no prompt at all. The browser chat also crashes or disconnects randomly on mobile.
I need this solving or i'll be contacting the ombudsman and pursing it legally, as i'm not paying for a service that you guys wont even provide, and apparently refuse to help me fix as your support is embarrassingly bad. I wont be staying with three when this contract ends, that's for sure. Any savings or features you guys offer isn't worth the awful support you provide in terms of your infrastructure being about as sound as the oceangate submersible.
on 08-04-2023 03:14 PM
Hi @APrice,
I'm sorry to hear about all the issues you've been running into with getting your Apple Watch pairing up and running. I'll do my best to help.
The particular error you're seeing often occurs when we're having issues getting your My3 account to sync up with the Apple Watch.
I'd recommend first checking that you can access your My3 account on three.co.uk. If you've recently been contacted about a system update, make sure that you've re-registered your account since then.
We've seen some cases where special characters that are compatible with My3 don't work with the Apple Watch service, so you may also need to change your password and swap out the special characters you're using.
It's also worth clearing the Safari data on your iPhone in case this is interfering, this is done from Settings, Safari, Clear History and website data.
In case none of this has helped, I'll send you a PM to get you in touch with a support team that can get this escalated for you.
To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".
Thanks,
Jonathan
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on 07-31-2023 02:58 PM
Tried the text chat 5 times, was no help and ended up with being disconnected, or the app logging me out with no prompt. 10/10
Then managed to get through on the phone to an advisor, who insisted that it would be impossible for them to assist me, as phone support teams do not have the privileges to assist in such cases. And then flat out lied to me and told me that there was no way to escalate my issue, and no other support I could talk to, and I'd have to go to an actual store to have my plan fixed (Even though this is a backend issue, not a sales issue).
I told them i'd be wasting an entire day off from work, and have to spend the time and money on a train to get to a store, as they don't have one local to me. They again assured me that only a store could fix this, and after some more pressing, told me the issue would fix itself after 48 hours.
Spoilers, it didn't. So I then spent 2 hours traveling to get to the three store. Where I waited 20 minutes to be seen, and was then told in 5 minutes that stores can only handle retail issues, and problems arising from things bought at their store and was then given another number to call. It would have been nice if the incompetent person before could have given me this when i asked of it could be escalated, or if there was any other support I could contact first, and saved me the 4 hours of travel, 30 quid in train tickets and the wasted day.
I then called the number I was given by the store, sat on hold for 45 minutes, and then they were able to 'sort' it in 10 minutes. And the solution was that the case needed passing to the backend team, and it would be fixed in 72 hours. Currently 30 something hours to go and I pray it actually ends up fixed.
I fail to see how the first support agent couldn't have forwarded this to backend, given me this number, or why you don't have a support app that actually functions; unless your team is literally deliberately disconnecting the chats because they're clueless and the app works fine. Who knows.
Either way. I will most likely not be staying with three, and I will be advising my family to move to other providers too. This is the worst support i've ever experienced. Far worse than O2/BT/Virgin Media have ever given me, and leagues behind people like Apple or EE.
