topic Re: 5GMast removed in Broadband

5GMast removed

Serenity — Mon, 08 Dec 2025 19:27:38 GMT

Our 5g mast was removed after a Lothian Region bus crashed into it on the Calder Road in Edinburgh. We had an excellent connection until then. Now we have a spotty connection at the best of times. Very slow connection and it keeps buffering and dropping out. Constantly losing sound and picture. We have sky stream and are having major issues trying to watch anything. This has only been happening since the mast was removed. If anyone from three reads this could you please let us know if the mast will be getting replaced. I have tried contacting you by email but got no response. Also tried phoning but the phone keeps dropping out. Need help as we are paying for a very inferior service. A very frustrated Three customer.

Re: 5GMast removed

Geluk — Mon, 08 Dec 2025 19:32:17 GMT

You can't e mail 3; use CHAT PAGE, or call 333.

Re: 5GMast removed

Paddiewack — Mon, 08 Dec 2025 20:22:09 GMT

Have you tried activating WiFi calling?

Re: 5GMast removed

Serenity — Mon, 08 Dec 2025 23:17:50 GMT

Tried calling 333 and my phone cuts of instantly. Nothing wrong with my phone. Had professional diagnostic check on it and phone is working perfectly. I was told it was a network issue.

Re: 5GMast removed

Paddiewack — Tue, 09 Dec 2025 00:54:32 GMT

I repeat have you tried activating WiFi calling?

Re: 5GMast removed

MichaelP — Tue, 09 Dec 2025 09:39:05 GMT

Hello @Serenity,

Thanks for reporting this, and I'm sorry for the impact the mast removal is having on you.

I've reached out to the relevant team with details of the incident and mast location to clarify the mast situation. I'll wait to hear back and will share more info with you once I receive it.

Thanks for your patience.
Michael

Re: 5GMast removed

Serenity — Tue, 09 Dec 2025 10:08:49 GMT

Thank you for your reply. I will be waiting patiently, hopefully with some good news from you

Re: 5GMast removed

MymsMan — Tue, 09 Dec 2025 11:58:51 GMT

Since the OP has posted in the broadband section of the forum one assumes it is their broadband service that they have lost and it is not clear how WiFi calling will help them.

If they still have a mobile phone signal they could activate a mobile hotspot to allow other devices to access the internet

Re: 5GMast removed

MymsMan — Tue, 09 Dec 2025 12:01:32 GMT

You may still want to try support via chat to see if they will give you a bill credit for the lost service and/or permit you to cancel without penalty if the outage is likely to be lengthy.

Re: 5GMast removed

Serenity — Tue, 09 Dec 2025 15:20:11 GMT

TThank you, Like I have said before. I still have internet access some of the time. It keeps disconnecting and is very slow. This only happened when the removed the 5G mast because a bus had crashed into it. The signal I had before that was excellent. Just need the mast replaced and all will be fine.

Re: 5GMast removed

Serenity — Tue, 09 Dec 2025 15:21:43 GMT

I don't think wifi calling will help my 5G broadband connection but Thank you for trying to help

Re: 5GMast removed

Serenity — Tue, 09 Dec 2025 15:27:19 GMT

I still have a mobile phone signal but have no 5G mast and phone signal is down to 1bar. Therefore I don't think that would work but Thank you for your suggestion.