TFL WiFi on new device

[wincelow]

Hi all,

I have been happily using the Three Wifi on TFL services for a numbers of years, but recently changed phone from a OnePlus 7 (Android 11) to a OnePlus 11 (Android 13). I've followed the instructions for connecting at Free Wifi on London Underground | Three, but that doesn't allow me to connect.

I set AKA as the authentication method, but instantly (i.e. there is no delay of even a fraction of a second) I receive an error message "Failed to connect to network". Does Three need to do something behind the scenes to unregister my previous phone from the Three WiFi service and add my new phone? Are they actively refusing my connection in the meantime? It seems weird that there is no attempt at a handshake or anything.

I spent about 20 minutes on Live Chat with someone but they didn't really know an awful lot about it, so hopefully I can get some support from here instead.

Thanks!

[SE]

where do I find this ?

Just to clarify can you please try selecting the authentication method EAP (sometime shown as 802.1x EAP in WiFi settings) and EAP method = SIM. If you're using a dual SIM phone, just make sure to also select the correct SIM for authentication. 

[SoSayWeAll]

On Android you can find Wifi settings in the Settings app (from app drawer or swiping down from the top and finding the settings icon). It looks slightly different on different handsets and Android versions, but in the Wifi settings you should have an option to add a network and then you should see something like this:

Select the options as shown in the screenshot.

If that doesn't work, try again but in EAP method select "AKA"

[SE]

Thank you SoSayWe All,

Ive an iphone. Couldn't connect AGAIN. 

Three support chat was 30 mins, or USELESS ness.

I welcome any advice. Three-Wifi pops up. But asks for username and password. I've tried putting in email and number and all options. NOTHING. Says UNABLE TO CONNECT! Three chat and support is UTTERLY useless. Thinking of going back to EE. There appears to be many people unable to connect with the same or similar issue. 

Is there a way to get help from THREE to actually get support. Their dial up number is equally unable to answer basic questions. It may be a simple setting on my iphone? Im at a loss. and Three dont appear to care. I posted on trust pilot. Got a response from THREE asking me to their chat AGAIN. At which point after 30 mins, not even able to answer how I can elevate the issue. I think they are on multiple chats so respond taking 5 mins just to say, please bear with me or please let me search. UTTERLY USELESS!

[StephR]

Hey @SE, I'm sorry this is proving to be such a frustrating experience.

Can you please tell us which stations you're at when you run into this issue?
Have you been able to successfully connect at any other stations?

[StephR]

Hey @wincelow and @SE, thanks for joining us here at Three Community. I'm glad our free WiFi on the London Underground has come in handy for you over the years. Sorry you've both run into this error recently though, that's annoying!

I know you've mentioned following the steps on our support page already and that these didn't allow you to connect. What exactly was happening then? Did you see an error message at that stage, or were you simply not getting internet access? Was that at a particular station?

Just to clarify can you please try selecting the authentication method EAP (sometime shown as 802.1x EAP in WiFi settings) and EAP method = SIM. If you're using a dual SIM phone, just make sure to also select the correct SIM for authentication. 

Let us know if this solves the problem, or if you're still having issues getting connected. 

[wincelow]

Hi Steph, thanks for the response. I select SIM as the authentication method (apologies, just clocked I wrote AKA in my original message) and receive the following error. Can't figure out how to upload a picture, so hopefully that shows you what you need.

This occurs in every station (I've tried approximately 20 on various different lines), so I don't think it's specific to any one station. It seems to be failing across the whole network.

[wincelow]

Hi Steph, was there any update on this?

[wincelow]

Hi Steph, are there any suggestions here? This is key functionality for me, I've been without it for over two months now.

[JonathanB]

Hi @wincelow,

Sorry for the delay in updates. Can you try the EAP method as AKA instead of SIM please and let us know if you're still running into this issue?

JonathanB