Three UK (3) has just been added to my list of mobile operators who haven’t got a clue about customer service.
For the last few months I’ve been using Three’s mobile broadband service on my iPad. The in-store service when I joined the network was pretty lousy but today that got a whole lot worse. I needed to store a copy of my bills and found that the My 3 portal was only available to me over Three’s 3G network from my iPad. Access from a PC, or over Wi-Fi needed a password. And resetting that password needed the ability to receive SMS, a capability that my iPad does not have…
So I called Three. Actually, I rang several numbers for Three, trying to avoid paying for the call (I can’t use their free number because I don’t have a phone on their network…) and I spoke to someone who understood the issue but couldn’t help because they were in the mobile dongle department. He transferred me to someone in the iPad team (approx. 10 minute wait…) who confirmed I could only access my bills on my iPad and when I asked how I could download them he suggested either dragging and dropping them to my email (what?!). At this point, I think he was well off his script and just making things up but he asked me if I have an iPhone 4S. I don’t, so he suggested going into store, putting my SIM into the store’s iPhone 4S, and getting the password sent by SMS to it…
[Thinking about the situation as I write this post, I don’t have an iPhone 4S but I do have another phone that can take a micro SIM… but Three asked if I had an iPhone 4S]
My issues here are: having to pay to speak to a customer service agent and being kept on hold for a while; getting poor advice from the agent (unless Three can tell me how to drag and drop my bill from their portal to my email, on an iPad); and not getting an answer to my problem. Visiting a store is simply not worth the effort (20-odd mile drive, pay for parking, an hour of my time) – but could well lose Three a customer.
I did find a workaround though, for anyone who has Dropbox installed on their iPad…
- Disconnect from any Wi-Fi networks and open the My 3 portal on the iPad (My 3 loads in Safari without asking for credentials if you are connected to the Three network with a 3G connection).
- Navigate to Recent Bills and press/hold the PDF icon to open a bill.
- Once loaded, open the PDF in Dropbox – it will be saved as a file called viewInvoice.nocache, which is a PDF file, but without the correct file extension.
- Rename viewInvoice.nocache to add a .PDF file extension and open it as normal on any device you like.
Interestingly, O2 (whose incompetence caused me to switch my mobile broadband to Three in the first place, but who did later take steps to address the issue) still send me an email every month to say that my mobile broadband payment has failed… that suggests my account is still live… maybe with 5GB of data still loaded… perhaps I should search for that micro SIM and try it again…
I have a different slant on this one – not sure if it will work. Three are collecting VAT on the payments you make to them for their service. As I understand it they MUST provide you with a receipt that shows their VAT number – no number no VAT. I have been thru the frustration of phoning them – at least the person on the other end was in the UK and knew of the problem – he could not help though! The fact that Three are not supplying a valid VAT receipt means – as I understand it, that one is paying them – for say £10 worth of data and not £8.33 worth of data + £1.67 tax.
I have no idea what HMRC will think – Hmmm HMRC and thought – there’s a contradiction!