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Three.ie password reset has not worked for the last several days

Navigator

I have received two reset emails from phone support, neither work yielding the error "connection has timed out".

 

I have tried three different browsers across two devices from two different outbound networks.

 

I do not understand how three can be unaware of the mis-operation of their own webpage.

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Re: Three.ie password reset has not worked for the last several days

3 Staff

Hi hugh, can you send me a PM with your number, name, address and date of birth, please? I'll check this out. 

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Re: Three.ie password reset has not worked for the last several days

Navigator

Please try to reset your own password from the three.ie login page. Once you can confirm that it's working for someone we can get more specific.

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Re: Three.ie password reset has not worked for the last several days

3 Staff

I've had this checked out here and can see it is working. Can you test it again today and confirm if you can log in now? 

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Re: Three.ie password reset has not worked for the last several days

Navigator

I see no change in behaviour.

 

To replicate

1.go to https://login.three.ie/

2. Click forgot password

3. Enter any number (I have tried several 3 numbers)

4. Observe the site not respond.

 

Timeouts have been seen on chrome on windows and safari on ios.

 

Try it with your own phone.

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Re: Three.ie password reset has not worked for the last several days

3 Moderator

Hey Hugh 👋 Can you send a PM with a screenshot of the error you're receiving?

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Re: Three.ie password reset has not worked for the last several days

Navigator

 Sent

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Re: Three.ie password reset has not worked for the last several days

Navigator

Dear Three customer support,

 

I have provided screenshots of this issue to your representatives.

 

I have advised that this issue is visible on the following platforms:

 

Android Browser on Android 4.4.1

Chrome on Android 5.1

Chrome on ChromeOS

Chrome on Windows 10

Safari on OS X Sierra

Safari on iOS 10.2

 

I have tried four different Three phone numbers.

 

I have tried connecting from five different cellular and fixed-line networks.

 

All it takes to observe this issue, is to navigate to https://login.three.ie/  click the forgot password button and enter a three mobile number.

 

After almost two weeks of this issue, all your representatives have done is repeatedly ask for my personal information without once looking at the issue themselves. No personal information is necessary to replicate this issue, I have already spoken to your call centre twice about this.

 

Please stop asking me for redundant personal information (three times now) and test my claims for yourselves. Try it on your own three handset.

 

Thank you.

1

Re: Three.ie password reset has not worked for the last several days

Navigator

There is another poster on the same board experiencing the same issue.

 

http://forum.three.ie/t5/Three-ie/Can-t-login-to-three-ie/td-p/14320

 

Please investigate.

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Re: Three.ie password reset has not worked for the last several days

3 Staff

Hey Hugh, I can assure you our technical team are currently working on this issue. We hope to have full services restored online asap. 

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