A brief update from me on the My3 disruption.
As I mentioned in my last post, we worked through the weekend to fix what we believed was at the root of the problem. While this served to stabilise My3 for a time, further issues have emerged today that we are still looking into.
Apologies to those of you that have been affected. If you’re looking to top up and you’re unable to access My3 you can call try one of the following:
If you have a Pay As You Go mobile and you want to top-up or check your balance you can call 444 free from your phone. For Mobile Broadband balance, top-up or usage queries you can call us on 0843 373 0500.
We may be receiving higher call volumes because of this so please do bear with us if we can’t get to you straight away.
The problems we’re experiencing with My3 should only be affecting computer access, so you should still be able to check your account by going through Planet 3 on your phone.
Thanks again for your patience. I’ll update you as soon as we know more.
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Hallo
Nobody contacted me. So I phoned yesterday. I spoke (5-10min) to somebody for help, but to no awail – I ask for an email address to put my pains on paper to someone specific – (otherwise my querry as seen above (2 days ago) hangs between Dublin and London) -he couldn’t find an e-mail address for me.
The thing is: I send mails – some people get my mail but others don’t. At first I thought it might be the other persons computer causing the trouble – but then I heard from 2 other people that they haven’t receive my mails either?
Is there a problem with the outgoing mail server : smtp-mbb.three.co.uk ?
Thanks
Hi Matt – can you give us a call so we can diagnose the problem fully?
Hi,
I also have problems with the outgoing mail server – can you confirm when it will be working ?
Thanks
Matt
Hi
I also have problems with sending e-mails? Is there a problem with the outgoing mail server : smtp-mbb.three.co.uk ? Unable to send e-mails for a while now. Could you contact me.
Hi Kerry – we’ll be in touch to see if we can get to the bottom of this
my phone is saying ‘sending failed’ when i try to send text messages.
my contract is the £15 texter
I top up my mobile dongle E220 at 01:15 hrs 05/04/2010 with my credit card for £10.00 1GB data, log into my 3 account and it says £11.41 won’t expire,this is for use when im out today with my laptop.
Guess what every time i go to use my laptop its saying you must top up 1st,but i have top up
log into my credit card account on my BB landline and 3 have taken £10.00 out of my account
so where my 1gb of data gone then
very upset
Martin
Sorted things out regarding sending texts from the dongle.
Connect to net, go to inbox, extras, sms centers, change to 3 message center, input +447782000800. Then disconnect & re-connect and it should allow texts to be sent through, though it will charge you. What happened to free texts with every top-up.? We go through at least 3gb of internet a month. Sometimes it doubles. Sure isn’t worth paying 25quid for internet per month if we ain’t getting the freebees.
Hi. I’m trying to send an important text via my dongle and it comes up with an error. (Exception while handling sending sms class util::AtTimeoutEx) etc…It’s doing my freaking nut in now.
This network has gone to pot since it upgraded. Our my3 page doesn’t show any of the allowances we have, half the time we have extremely poor connection, within 2 months of having the dongle it broke and in-store customer services decided they wouldn’t help so we had to have it fixed privately.
I am seriously thinking of changing providers if this is the type of service I’m to expect from 3.
Ive had the C510 with 3 since June, and its been getting really hot after about 10 minutes being on the phone, and i mean really hot! my connection keeps getting cut out and im getting really annoyed, ive had nothing but terrible customer service on the phone and in store, i have been in today to explain that there is a problem with my battery because when i plug it in to charge it keeps saying i need to insert the correct sony charger??? first it was telling me i had no network? so i turned it of and turned it back on and then it wasnt doing anything?? im getting really fed up with 3, i feel all they want is my money, and dont have a care that i dont have a phone that works what can i do, also the response i had from the three store when i asked about a courtesy phone was, we dont have any and if you send it off it will take 3 weeks before you get it back, if i could leave right now i would, can someone please give me some advise?
Thanks
Kerry
my internet connection keeps cutting off. Same problem as mentionned as above by some people it is really fustrating. I am thining of changing the network if this problem is not sorted.
On the 23rd of March i ordered a second broadband dongle for another member of my family (we already have three contracts for phones and a dongle with three). When the dongle did not arrive I telephoned to enquire about its whereabouts and was told it would arrive the next day.. Today friday 2nd April still no dongle after spending hours on the phone to customer services every day with the usual promise arriving tomorrow and have cancelled the order. I feel that after many years with 3 the infrastucture is collapsing and that this is the beginning of the end of my families relationship with 3. As a matter of interest I ordered on the 23rd of March a contract phone with Orange who I also deal with It arrived on the 24th of March
Regards Michael Savage
Happy Easter everyone! The blog won’t be manned full time over the Easter Bank Holiday so don’t be alarmed if your comment doesn’t appear immediately. For any urgent customer enquiries please give us a call on one of these numbers
I’ve just about had enough.
I’ve had my 3 ZTE dongle for nearly a year now, and I really like it. My question is this….Why on earth would you send out a Dashboard update if it was going to render my laptop useless?
I really didnt want to install the new update, because the last time I did one, (when I first got it), it was having funny turns.
After constant prompts to download the new upgrade, it did it anyway and install itself on to my laptop. It rebooted, and hey presto, nothing.
Firstly, the new Dashboard wont recognise the modem at all. It just says “No service”. Yet the dongle is flashing green, which means its connected to the net!!! I double click google, and, whaddya no, its connected!! Sometimes this wont even work either.
Secondly, its ruined my LAN connection. It will not connect to my PS3 at all now, and the LAN itself will not repair, and keeps saying it cant renew its IP address.
Everything was perfectly ok before this stupid and frankly untested update, so WHY? What was the problem? The sayin, “If it aint broke” mean anything?
Unfortunately for me, the LAN usage with my PS3 was the only reason I joined 3 in the first place (got the 15gb plan), and now thats useless, no real point in staying with 3 is there?
And yes, before you say it, I’ve rang the help centre numerous times, and never got through once, even after 45mins, so some help centre hey? I’ve also done a system restore, a total uninstall, and hrs upon hrs of fiddlin with IP’s and DNS’s, and got nowhere fast.
Has anybody else had a similar problem, where the new update has wrecked the modem and computer settings?
Interestingly enough, this happened a year ago with the previous update, and its “sorted itself out” after a month or so. This time, I’m not hangin around to pay for a service thats run by people with minimal technical experience.
As you can probably tell, I’m really angry!! Angry enough to cancel my Direct Debit if its not sorted soon anyway……
my3 website i cannot log in.. cannot resubmit log on is displayed, even though i only click once is there a problem your side? cheers bill
Hi Hendrik, I’m sorry that we’ve been so difficult to deal with on this one. Your problem could be a fault, or it could be to do with your coverage. Either way we’ll be in touch to see how we can get to the bottom of it.
Roy – we’ll take a look into your problem too.
Regarding my comment above on March 27, 2010. I have just received a call from Robin of the secondline team to advise me that 3 are aware of the signal problem in my area which is caused by them and a new station will be added to the network which will provide good coverage at the end of May. Also my account will be adjusted for March and May to compensate me for the inconvenience. Thank you very much.
Now why didn’t the service desk know my area was being modified? I first reported the problem on Thursday 11 March.
I asked about my mobile broadband having no access at all, (my phone is using Orange as backup), Robin says I must phone 500 and speak to the Service Team. Well, when I attempt to enter my broadband phone number into the system it is unrecognised and then I have to listen screeds of talk advising me how I can get help on the internet. Sheesh… I am calling because I can’t connect to the internet! Anyway, I now know what is wrong. I also know there is nothing wrong with my equipment because I can get a broadband connection just 100 yards from my home, but my contract is signed for my home address, not some layby, 100 yards down the road.
I am currently waiting for another promised phone call. I will then continue the story of my dealings with Hutchison 3G UK Ltd.
Hi
The smtp-mbb.three.co.uk mail server seems to be kaput again. Unable to send e-mails for 6 days, with error message saying there is a temporary problem. How temporary is temporary?
I have resently taken charge of a friends netbook, which has a 3 dongle. she had asked me to download all updates for it and clean it up a little. When it came to downloading the dongle up grade for sme reason!!!!!! unexplainable it wouldn’t download the whole file. having left it over night to do this i tried to cancel the download and start again but it just hung there, so i did a system reboot! After re-trying the down load and getting no where i ejected the dongle uninstalled from add and remove, re-inserted the dongle and now I can’t get it to load up at all!!! Please HELP me, I don’t know what to do now.
One sad and confused dongler
Roy
Struggled enough now to get a proper connection with 3 broadband – continuous disconnection and very slow connection when there is one. I get a better connection through my mobile phone. Called Customer Services on 13,21,22,25 May’09, 23,26 Sep’09, 08,12,14,19,20,24,29 Oct’09, 05,12,13,14,23,24 Nov’09.
Then my letter to 3 requesting a solution to the problem was answered with referring me back to the Call Centre. Duh, if I had any good service from them before, I would have phoned.
And lastly on 30 Mar’10 I phoned just to get the address of a Company director. Couldn’t/refused to give me an address and kept on referring me to the website but I got at least a name – Patrick Binchy, Director of Customer and Finance Operations. Funny that the Call Centre agent keeps on referring me to the website even though I complained that I cannot get a proper connection!
The Customer Service, as someone else mentioned above, is a joke. They are only interested in checking my identity – as if someone else would be so interested in talking about my 3 mobile broadband problems. More like an embarrassment to 3 if they reveal their bad service to someone else.
Will claim my money back now and should also claim for months of frustration, pain and suffering. I think after all this time, 3 has proven that it cannot provide a proper mobile broadband service to me.
PS. Already had to reconnect a couple of times before sending off this response.
I have had so many problems with 3, including insurance for my phone, lost phones, but mainly the advice and support. Customer services are a joke and take ages just to contact different departments. I have tryed to cancel my phone insurance but it has not yet been done. I hope a lot of people see this because you have got to be the worst netwrok going
hello, i have only been with three for 3 months, i have a 24 month contract for a laptop/dongle, when i am on the internet for a period of time, it could be 10 mins or an hour, the internet connection gets cut off and i have to re-connect, this happens all the time, my sister had the same problems but since she had her dongle upgraded, she hasn’t had this problem, have tried to see when my dongle will be upgraded and my dongle isn’t on there, when do i get my dongle upgraded? my dolgle is a Huawei E1750, can you help please? have tried to track these problems on my3 but without sucess
Hi Natalie, we need a bit more info to look into this for you. Can you resubmit another comment with your 3 mobile number, plus another number that we can contact you on if we need to? We obviously won’t publish these details, but they’ll help us investigate what’s going on.
im so raging topped up 15 pounds came on an hour on one website bebo never downloaded did nothing && its coming up that ive used data allowanceor something im so going to complain its all the time please give me a phone i cant get on my emails coz if this so no point emailing please please help x
my internet says ive yoused all my data ive phoned all day please this is urgent wedding soon please halp x
I am just 4 months into an 18 month contract and I am reduced to packing my laptop into my car and driving to a location where there is a useable signal. The first 3 months worked fine.
The level of service is apalling! The support people do not seem to understand how the system works or how to interpret what is happing on the customer’s computer.
It took 14 days to get connected back on mobile broadband! My 3 phone still cannot access
Planet 3 from my home.
I am told this problem will last until the second week of MAY
Now that I have found this site I will submit a detailed report of the BAD SERVICE provied.
I am not expecting detailed support. I am reprting a grievience. This will indeed reflect on your commercial objective.
Richard Henderson
Hi i seem to be having problems browising the web my homepage is displaying that i have used my data useage , i havnt been on the internet since before christmas and todays my first day back online.
could u tell what is wrong already called three twice today and it used up all my credit.
Hi Scott – I’m sorry if we didn’t get back to you. You can easily find out how long you have left on your contract by dialing 333 from your 3 phone
Hi Toby – thanks for your feedback and I’m glad you’re enjoying your Mobile Broadband. You’ve made some really good points here. At the moment we don’t have the right functionality within My3 to be able to send out email receipts. But this is a definitely good idea and something we’ll look at for the future. On your second point, the new version of our MBB dashboard can help here. It will tell you when you’ve gone through 80%, then 100% of your allowance. If you haven’t had the upgrade prompt yet, you should get it soon. Alternatively, let us know which dongle you’re using we can tell you when your dashboard upgrade is due. With MiFi, you can use our 3 WiFi Connection Manager which will prompt you with warnings as you use up your credit. And to your third point, at the moment we don’t have add-ons that last for more than 30 days, but this is a great idea and something that we’re looking at.
Keep the ideas coming! We really appreciate your input.
Hi Keith – this might be because the software didn’t finish fully loading when you first installed it. If you can call on our MBB number we should be able to talk you through it
im having the same problem as Shirl ,and a few others ,just in the past week or so i havnt been able to send text messages , although i seem to be able to recieve them .
i had this problem before with my last 3 dongle , but i managed to fix it by entering in the 3 message centre number . this dongle broke , so i bought a new one , i rekon iv been able to send
texts recently becouse of the free text deal you get for three months , i think the three months are now up ,so the free 500 texts i usually get have stoped ,however ,i should still be able to send texts , but i cant ,and iv tried like before puting in the 3 message center number and still nothing ,and its driving me crazy aswell , as i need to send some texts .
Hi, due to the my3 problems of late, how long should it take to get some sort of reply from a question posted to the main site? I asked how long was remaining on my contract but to date, nothing.
Hi there,
I couldn’t find anywhere else to post this comment. I’ve been using Three broadband for work for about 2 years now and have found it to be very good – way better than Vodafone for speed and reliability in the places I work and so much so that my colleagues have started using it as well – we all use the PAYG service.
There are three very irritating features of Three PAYG broadband as follows:
1. If you top up via my3 there’s no email receipt sent. Instead, you have to contact customer services (several times in one instance) and request that a VAT receipt be sent. Surely it’s not impossible to send an electronic confirmation of the top up to the email address?
2. If your data balance is running low, there’s no automated mechanism for telling you e.g. by email. Instead, it just runs out and in most cases the natural assumption is that the network is playing up. This is particularly a problem with the MiFi device as even if a text is sent with a balance warning, there’s no way of seeing it. Please can you change my3 so that low data allowance warnings are sent to a registered email address?
3. You offer 12 month data bundles which are good value. If you already have a data stick or mifi you still have to purchase a new stick to get the bundle. Why can’t you update my3 so that the data bundle can be bought and added to an existing SIM card, perhaps with a small discount e.g. £5. This would reduce waste and also increase revenue to Three.
Thanks,
Toby
Hi Shirl – we tried to contact you to see how we could help. Did you get our email?
my 3 has gon to the color orange it was blue 3 fast, i still cant send eny messages for 2 weeks naw wats gowing on
I am using a Huawei E156G Mobile Broadband Dongle on my PC which is running Windows Vista X64 Home Pemium. The Problom that i have is that the 3 Connect Auto Update Firmware/Software is no longer functionig? I have Un-installed & Re-installed the Dongle, but The Auto Update doesn’t activate when connect? Any solutions, “Please”?!!
Hi Sarah – Every phone top-up on 3 gets you free unlimited texts for 90 days. These haven’t been removed. I’d suggest you call 444 from your handset to double check your balance and free stuff. If you’re credit hasn’t been applied try 333 from your phone – one of our advisors should be able to help you out.
Hi, we are having similar issues to Areeb. Over the last month or so, loss of reception, phone constantly searching to try and get it back, no internet or patchy connection from phone. We are running 4 phones on three two of which are the Nokia 97 and a unlocked iphone 32Gb 3GS and are having indentical problems while at home on both of them. Have been with three for years and always had a good reception at home, the iphone is on a business contract and this loss of signal is causing me great frustration. Was hoping the network checker would say you have been doing maintenance on the network so we would have a reason for these problems but nope. Please help, just renewed contracts for another 24 months and now begining to wish I hadn’t.
how come the free texts u used to get have stoped an will u be bringing them back if not then there are other networks doing better deals
hello i tried for the l;ast five days to put credit on im on 3 top up and keeps telling me there a problem cant tr again i need help i put 10 on credit but cant put it on computer and got a 14 year old thas getting stress out being single mum not good please help some one
i cant send texd fome my brodband dongal for days im getting really anoyd iv been trying to faind out wh on this for 4 ours naw thanks,, 4 little kids to get up to ..no sleeep. not happy
I recently received a dongle update thing from MY3 and updated it and I wish I ad not as instantly I lost my text messaging access – I sent a e mail to ask why this is happening – I received a phone call from a chap at my 3 and they kindly decided to credit my account with a Tenner so that I could send replies to the text messages I receive – I tried to do the account thing and I ended up with a Tenner on Dongle Lite and I was trying to get the text message option but had no idea how (though he kindly explained but I dont know what to do).
Ever since the Dongle upgrade thing my Internet connection has slowed down a heck of a lot (5 minutes on average now to get on the Internet or on any web page and I live on top of a high Hill.
As far as I am concerned 3 Broadband is very expensive as it is and being unemployed it is forcing me to re value how I connect to the Internet – It is even hard to find the e-mail connection to My 3 (I found it once weeks ago but cannot find it now.
Why did 3 broadband do this to their customers surely they know they will lose many customers. Yours Confused Jay Gee
I’ve had the same problem as Areeb on my C902 for the last 17 months with no definitive help from three other than asking me to send my phone in for repeair. There is nothing wrong with my phone though, just the ‘Emergency Calls Only’ which is a network switching problem between 3 and the orange network. I’ve updated my software to no avail…..will this be the same when iphone finally comes out?
Hi Julie, have you tried contacting our customer service team? They should be able to look into this for you. There number is here
hello , since the upgrade of my 3 dongle i can not send text messages any more , why ? as befor the upgrade to place i could send text’s . would you be able to sort this problem out please ? . thank you .
The Upgrade thingy on My3 seems to be broken at the moment (“Due to a technical problem we’re currently unable to process mobile upgrades online.”) — is that the same problem as this?
forgot to mention its a 3 dongle
im having problems with sending text messages i got the service number i think? but still keeps saying error and its really annoying me.
Hi Areeb – sorry that you’re having problems. I’ll drop you an email and we’ll see what we can do to fix them.
i am having so many problems with three and i am even thinking of leaving three and going to another network. on my phone some times i dont get reception, some times it says emergency calls only and most of the time i cant hear what the other person is saying on the phone. I am really getting anygry with this network. well, lets see do i get a reply from 3
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