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!

[wincelow]

Hi Jonathan, unfortunately this doesn't resolve the issue. Is there definitely nothing that needs sorting from Three's side when I change device?

[JonathanB]

Thanks for trying this, @wincelow. Yeah the SIM should have all the settings required, and I've been advised EAP methods of SIM and AKA should work. We're updating our guidance as AKA should be more reliable, but it does seem like there's something more complicated going on here.

It really should just be a case of making sure your software is up to date, then amending that EAP method the very first time you connect.

I've also found a reference to a previous case, where having multiple SIMs was causing an issue with connecting to the service on a different OnePlus model.

Just to check are you using multiple SIM cards? If so make sure that your Three SIM is in SIM slot 1, and that Three is your "Preferred network" for data.

I'll check with some colleagues if there's any more advice around the OnePlus 11.

Thanks,
Jonathan

[wincelow]

Hi Jonathan, thanks for the update. Confirmed that it's a single SIM device, so no issues around multiple SIMs. Hopefully we can get to the bottom of it.

[wincelow · Accepted solution]

Hi Jonathan, I was back in London today for the first time since last week and this randomly started working. Annoyingly I can't really explain what made it work (I've been trying both AKA and SIM authentication for a couple of months), so perhaps it was a phone software update? Either way, all sorted and hopefully nobody else has the same issue. Cheers

[JonathanB]

Hi @wincelow,

Yeah I suspect that OnePlus had some sort of software glitch that they've applied a patch for. Please let me know if you notice any further issues though.

Thanks,
Jonathan

[SE]

I’ve the same issue. Three support are utterly useless. The can’t even elevate issues they are not trained in! 

[wincelow]

Ok well that's semi-reassuring it's not just me. Out of interest, are you also using a OnePlus 11 on Android 13?