topic Re: how to escalate a complaint in Account and services

how to escalate a complaint

Robti — Wed, 24 Apr 2024 11:56:52 GMT

Hi i have been having trouble with my local signal and have been told this is an ongoing issue and no timeframe to solve it, so i complained a few times and this morning after 20 plus minutes on the phone to three i was offered 15 days free as compensation which i accepted then i was asked if they could close the complaint and i said no, now a few minutes later i get email and text saying complaint resolved and closed.

So been trying to see what's happening on chat and i was bluntly told its closed and i was advised that i was happy with the refund

So what's the next point to escalate this as this is the current speed test 1.73Mbps/0.33Mbps

Re: how to escalate a complaint

Anonymous — Wed, 24 Apr 2024 16:49:49 GMT

How long have you experienced this issue? What does it say on the Three status page? Have you asked tech support what the timeframe is to resolve it?

Re: how to escalate a complaint

Robti — Wed, 24 Apr 2024 18:32:44 GMT

No problems reported on the service status page but on phone calls to three they say there’s a problem and don’t know when it will be fixed , so offered the rebate, had the problem since the start of the year getting worse but only started complaining a few weeks back, it’s just the fact that they closed the complaint saying I was satisfied

Re: how to escalate a complaint

Anonymous — Wed, 24 Apr 2024 18:40:57 GMT

I get that! If that were me I’d be royally naffed off. I’m guessing (just guessing) that the fact you accepted the compensation meant they could close the complaint. We have to accept that sometimes there’s a bit of a language barrier with customer service;not being intentionally disrespectful just stating what I believe to be fact. I personally would start another complaint,if they can’t give you a resolution you might get some more compensation. Just a thought,if you’ve got the My Three app you can see a transcript of your complaint and the advisors actions. It might give you an idea why the complaint was closed. Click on the account tab and then case list.

Best of luck.

Re: how to escalate a complaint

Robti — Wed, 24 Apr 2024 19:34:10 GMT

Thanks they say as I accepted the compensation I was happy to have it closed just the fact that when asked if it could be closed I said no as the problem was still there, was just out a walk and tried Apple Music on my phone and it wouldn’t connect so I think I will have to raise another complaint if not sorted tomorrow

thanks

Re: how to escalate a complaint

pilotedvan — Mon, 29 Jul 2024 21:49:03 GMT

i have had the same problem and didn't realise that my contacts and customers could nit get hold of me as they got a busy signal and asked to try again. I cannot move house as my office and companies are based here. The signal bar barely registers and Im in greater London. Anyone able to suggest if they can fix this as the three store people cannot help?

Re: how to escalate a complaint

JonathanB — Tue, 30 Jul 2024 13:57:06 GMT

Hi @pilotedvan,

I'm sorry to hear you've been experiencing issues with receiving calls. How long has this been going on for? Have you been able to check our Network Status Checker to see if we're aware of any issues in the area?

Thanks,
Jonathan

Re: how to escalate a complaint

LisaGG — Sat, 17 Aug 2024 14:37:30 GMT

Interesting to hear yours and others issues with the network. I’m in Hammersmith, London W6 and had this issue for a while. They’ve given me a discount for last month and this month but, my issue is, the fact that they have stated this is an ongoing issue and unlikely to have an end in sight. The mast is congested, too many customers they’ve taken on plus 5G went in in our road - would that cause an added problem? They also said it was just my area of London - Hammersmith & Fulham - that was having a problem and couldn’t be fixed for the foreseeable future. So I feel a complaint to CS and demanding a reduced monthly contract is in order to reflect the disrupted service. I’d be prepared to accept a monthly £5-£8 discount for this inconvenience. I’m not prepared to keep phoning in every month to get a £3 discount off my monthly bill?! And what’s the point in paying for something that is not fit for purpose - a case for the CAB and Ombudsman? We’re paying for a service that isn’t delivering! And it isn’t a temporary fix so they should offer a permanent discount imo and that’s where I’m going to take this.

Re: how to escalate a complaint

Thehulk — Mon, 04 Nov 2024 19:24:16 GMT

They have committed fraudulent activity on my account via the call centre by changing my plan, I can't make calls or use the Internet, I'm at home with a disability nobody's contacted me I can't call my gp or order my prescription, this is the only way I can get them to contact me I'm fuming

Re: how to escalate a complaint

KateS — Tue, 05 Nov 2024 12:52:58 GMT

Hey @Thehulk,

I'm really sorry to hear you're currently unable to use your services and understand how important it is to stay connected.

We have a specialised Customer Wellness team you can reach out to via live chat. They'll be able to check out the account and help you get connected again.

Please let me know if you encounter any issues and I'll support further.

Thanks,
Kate

Re: how to escalate a complaint

Monzor86 — Wed, 20 Nov 2024 05:12:55 GMT

Good luck! I raised an initial complaint, and was told my mast was 'over subscribed' and got offered 1 month 'goodwill'!

I stupidly accepted. Then my prices went up and I questioned if it's over subscribed, what's being done about it?

It now only works for about an hour a day and even then its flakey. I raised another complaint, and they do not care!

The best thing is to cancel and get as far away from them as possible.

They are a disgraceful company!