Three mobile - account and website weirdness.

digitaltoast

Just had a weird text from 3:

"You recently visited Three online and we'd like to ask you 5 quick questions about your experience".

Well, I didn't. So I tried to call - loooong silence before it even rang then, then "sorry, we're only open a few hours a day" (paraphrasing that!).

I logged into the website - it asked me to confirm that my email was still h3g@h3g.co.uk.

It wasn't, so I changed it, and it said "undefined".

Then it asked me to update my PIN, by giving me two boxes named "memorable name" and "memorable place" (?!?).

I then checked my address, which had been wiped out. I tried to re-enter it, but it just says "the service is not currently available".

I then tried live chat - "open from 8am to 11pm".
"Sorry, live chat is currently unavailable".

I'm thinking something bad has happened at three....

Can anyone else login and check their account?

digitaltoast

Am I being unreasonable?!?! Half an hour wasted (finally got chat working by constant refresh)

Now I remember why I left 3 last time round...

21:07 Anthony
Hi, My name is Anthony. Welcome to Three.
21:09 Visitor
Just had a weird text from 3:

"You recently visited Three online and we'd like to ask you 5 quick questions about your experience".

But I didn't contact three.

I logged into the website on my PC - it asked me to confirm that my email was still h3g@h3g.co.uk.

But that is not my email.

It says I have no home address, which I put in before, but when I tried to update, it says "this service is not available".

Are there currently problems with the service?

21:11 Anthony
You tried to access the My3 account and that has triggered the message.
21:11 Anthony
I'll help you how to get an access to your My3 account.
21:11 Anthony
Could you help me with your full name and phone number?
21:12
**** ****
21:13 Anthony
Could you help me with the password on the account? It is not the one to your My3 account but the one to validate the account.
21:13 Anthony
It could be a memorable name or a place.
21:13
****
21:14 Anthony
Fantastic! That takes care of the security checks. Thanks for confirming the details.
21:14 Anthony
I'll send you a link on your email address. Once you click on that link you will be able to enter the new password and then you will be able to access your My3 account.
21:14 Anthony
Could you help me with your email address?
21:15
I can access my three account just fine. I don't want to reset my password
21:15
Also, why is this chat window not over a secure https link?
21:17 Anthony
The chat window cannot be on a secured link as there are new customer that are also chatting with us but don't worry your data is secured with us.
21:17
That is not true.
21:18
Anyone can intercept and listen to any info I give you unless it is https
21:18 Anthony
May I know why do you feel so.
21:18
Anyway, going back to the account - why was I sent this message about having contacted three? Did someone else call up today about my account?
21:19 Anthony
There was no one who have contacted us.
21:20
OK, so I am wondering why I got the text which said ""You recently visited Three online and we'd like to ask you 5 quick questions about your experience"."
21:20 Anthony
As I mentined earlier that you had tried to go on your My3 account and that is why that message was sent.
21:21
OK, what I said was that I received a text and THEN I tried to visit my account to check everything was OK. Anthony, I think we are having trouble communicating. Can I ask what country you are based in?
21:23 Anthony
"You recently visited Three online and we'd like to ask you 5 quick questions about your experience".
21:23 Anthony
This is the message that you had typed earlier.
21:24 Anthony
That message indicates that the online account was checked and that is why that message was sent and when I checked your account I can see that you had accessed the My3 account.
21:24
Yes, and then my NEXT message was that I logged into my account. So I received the text (message 1) and *THEN* I logged into my account (message 2). The text came BEFORE I first logged in.
21:25 Anthony
May I know what was the first text message that you've recived.
21:26
I think I must be losing my mind. Again, I will repeat:
At 17:52 I received the text:
"You recently visited Three online and we'd like to ask you 5 quick questions about your experience".

Then, two hours *AFTER* this (as per the order of my messages), I logged into the three account.
21:27 Anthony
May I know what time you received the first text message.
21:28
Anthony, I have JUST typed the time I received the text. 17:52. I think I am going to end the chat soon as this is becoming very frustrating. You did not answer my question before - which country are you in?
21:30Anthony
That's strange because there was no access on the account before that time.
21:31Visitor
I know!!! That is why I am messaging you, because it is strange.
21:31Anthony
The first time that you logged into your My3 account was at 8:20pm.
21:32Anthony
May I know when you topped up on 18 September 2016 after that were you using the services.
21:32Visitor
Yes, I know. So my question is, why did I receive the text asking me about my experience contacting three? I am worried someone called in on my behalf.
Yes, I have been using the service since topup. But I did not contact support.
21:33Anthony
There is no contact made to us from 18 September till you tried to access the My3 account.
21:34Visitor
OK. So I will assume it was a mistaken text. Thank you for your help.
21:35Anthony
Please ignore that text message and there was not contact bya any once from 18 September till the time you logged in to your my3 account.
21:35Visitor
Thanks

Lingua

I just switched to 3 for the European roaming options. Slightly regretting my decision as the signal where I live is poor and 4G seems more a luxury option than an integral part of the package!

But OT:
It may be worth contacting them again and speaking to somebody who understands what they're doing (good luck!), as if it says your email has been changed that is really concerning. Also make sure that no calls have been made from your account to premium numbers as one common scam is to take a person's phone details, spoof them onto a SIM and make calls to a premium number owned by the scammers. Not sure how that would work in your case but it's always better to be safe than sorry.

Hope it all works out and it was just an errant message / error.

Lingua

redux

You or the other person said you topped up on the 18th.

How? Online? Is that the experience the message was about?

digitaltoast

redux wrote: »

You or the other person said you topped up on the 18th.

How? Online? Is that the experience the message was about?

Oh... I hadn't thought of that. Or, rather, I briefly did, but it was via the app. So, technically, online, yes, but only the same thing as I've done 20 times previously this year.

Open app, click "top of £5", confirm. Close app.

And that was 2 days ago. I wouldn't call that "visiting Three online", in that sense. Technically, I suppose so, but it's a bit of a weird way to phrase it (and odd timing, too!).

Hmmm...

Still, if nothing else, it alerted me to the address and other weirdness too...

alanwsg

When we first logged-in to my partner's '3' account it also had the 'h3g@h3g.co.uk' address on it.
We were trying to add a new CC to the account, I don't think she'd ever used the online account before.
I seem to remember seeing it on my account as well (A long time ago!), I think that address must be some kind of default they use if you've never logged-in.