topic Re: Bad connection since moving in Broadband

Bad connection since moving

haderz — Fri, 28 Apr 2023 00:58:16 GMT

Hi my girlfriend recently moved into a new place and ever since the internet has been not only slow but stops and starts with speed tests jumping from 1-3mbps,making it impossible to watch youtube even when on 360p,now she uses three on her phone and never has a problem with getting good data connection when using normal phone data.

As the one who deals with all the technology issues ive made sure everything is updated,placed the huawei e5783B-230 in the window yet still terrible service, we are both not using the MiFi at all because it’s unusable.

Re: Bad connection since moving

Anvil_Iron — Fri, 28 Apr 2023 13:26:36 GMT

What's Three's network coverage in this new postcode?

Re: Bad connection since moving

haderz — Fri, 28 Apr 2023 14:27:13 GMT

Very good,its close to the centre of town

Re: Bad connection since moving

Geluk — Fri, 28 Apr 2023 15:25:59 GMT

D/load a wifi analyser app; then check which channels are most busy in your locale.

Then use the least used; additionally, assuming it's a router using 2.4 & 5ghz frequencies, split

the frequencies by giving the frequencies different SSID's.

Re: Bad connection since moving

Anvil_Iron — Sat, 29 Apr 2023 09:34:32 GMT

What's the APN name set to on the MiFi device?

Re: Bad connection since moving

haderz — Sat, 29 Apr 2023 22:44:37 GMT

Tried using the all the channels and even what was said to be the best it was still terrible,I’ll include a screenshot of a speed test,also its just 2.4 ghz

Re: Bad connection since moving

haderz — Sat, 29 Apr 2023 22:48:41 GMT

The APN tab has this

Re: Bad connection since moving

Anvil_Iron — Mon, 01 May 2023 11:18:23 GMT

Try changing the APN to three.co.uk

Re: Bad connection since moving

haderz — Mon, 01 May 2023 13:01:30 GMT

Made no difference

Re: Bad connection since moving

Anvil_Iron — Tue, 02 May 2023 10:35:59 GMT

Have you tried putting the phone SIM into the MiFi device to see what happens?

If you take the MiFi outside and walk around with a phone tethered to it, does this improve reception/speeds?

Re: Bad connection since moving

haderz — Tue, 02 May 2023 15:36:49 GMT

Same result with swapping the sim with the phone one but going outside massive improvement but anywhere inside the flat unusable,which is the only reason for it in the first place is for inside use

Re: Bad connection since moving

JonathanB — Wed, 10 May 2023 15:46:15 GMT

Hi @haderz,

It sounds like there may be a limitation to indoor coverage in the area. Thanks for trying all the suggestions from the community so far, and thanks @Geluk and @Anvil_Iron for providing these. I think the next best steps will be for us to assess these coverage issues and check if this seems to be a long term issue, or if this is down to any sort of temporary fault, and what options we can offer to help.

I'll send you a private message to direct you to some colleagues that can look into this further. To access your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Bad connection since moving

Henners — Wed, 08 May 2024 22:05:26 GMT

Hi Jonathan,

I am in the exact predicament as @haderz. Just moved to a next location with my girlfriend, and the wifi has not been working. Even though we are really close to the city, I think the coverage here is pretty poor. Is there anything that I can do?

Re: Bad connection since moving

JonathanB — Thu, 09 May 2024 10:55:55 GMT

Hi @Henners,

Sorry to hear the coverage has been letting you down since the move. Can you let me know if there's any known issues on our Network Status Checker? There's also a tab for coverage on that page, so best to also check what the expected 4G/5G is like too.

Let me know what info these checks come back with, and I'll check the best next steps.

Thanks,
Jonathan

Re: Bad connection since moving

Henners — Sat, 18 May 2024 13:46:57 GMT

Hi @JonathanB,

Thank you for your reply. I have checked that 4G is apparently excellent, and 5G is live at our post code. Though I have don’t have the privilege to experience those.
Using my Three Broadband App, I could track the signal strengh in each location in the house and the signal on all windowsills are showing poor signal.

Any advice for next steps?

Thank you for your time.

Re: Bad connection since moving

PeteG — Sun, 19 May 2024 16:04:25 GMT

Hello.

It might be worth trying a factory reset of the hub just to make sure all the settings are in order, but if that doesn't work, the best place for more in depth support would be to speak to the dedicated Home Broadband Support Team.

With access to your account they will have all the tools needed to figure what's impacting you, and explore possible solutions for you.

Pete.