Some data saving apps like Onavo Extend can prevent you from being able to use some of our secure services on your phone. This means that if you have one of these apps installed and active on your phone, you might find that you can’t check your balance in My3 on your phone, or use some of our other services.
If you’re trying to access mobile.three.co.uk on your phone and you see a page asking whether you’re connecting over Wi-Fi when you know that you’re not, you may want to turn your data saving app off or delete it completely.
If you’re using an Android phone, you just need to disable the app. If you can see an icon in the notification bar at the top of the homescreen, just slide your finger down from the top of the screen, select the data saving app and tap disconnect, or a similar instruction. Otherwise, you may have to find the app from all apps to close the app. If you’d like to use the app again once you’ve finished using the secure service, you can activate the app again in the same way.
If you’re using an iPhone:
- Hold down on the app until it starts to shake, then tap X to delete it
- From the homescreen, tap Settings
- Tap General, then tap Profiles
- Tap on any profiles related to your data saving app
- Tap Delete
- Then, from the homescreen tap Settings
- Tap General, then tap Reset
- Tap Reset Network Settings
Unfortunately this will also delete any Wi-Fi networks you have saved in your phone. You’ll need to reselect any Wi-Fi networks and re-enter their password for any of Wi-Fi networks you use frequently.