Only customers who added an iPhone handset payment to their existing plan seem to be affected, and the problem seems to be related only to viewing websites through the Safari browser. Users report they are able to access internet-enabled applications normally.
But this means that nearly 1000 Three iPhone customers are now without web access, a capability featured heavily in the gadget’s marketing campaign.
A Three spokesperson says the company is investigating the issue, which has caused several users to vent their frustration online and to the company’s call centres. Many claim they have been told the problem is either network-based or a fault with their handset.
The problem could be related to a bonus 1GB data pack given to users who added the iPhone to their existing plan. Some users have noted that while the 1GB of data has now expired, the next billing cycle hasn’t begun properly, restricting web access.
Users on the Whirlpool forums have documented the issue over the last four days, with some demanding Three should reimburse customers for the inconvenience.
“They need to fix it and compensate us all for this mess around,” one user wrote this morning.
Another questioned whether Three is monitoring their complaints. “How about they tell us what is going on, and [when] they expect to fix it?”
A temporary solution has been discovered that will enable internet access, but it involves downloading a file from an unofficial website and changing the phone’s internet configuration details. However, some Whirlpool users say this isn’t good enough.
“We shouldn’t have to fix this ourselves by going into areas they took away – if a company takes a function away, they should manage it accordingly. Wouldn’t want to be told, ‘oh, that voids your warranty’ later.”
Patrick Stafford is a freelance journalist and a former deputy editor of SmartCompany.
