topic Re: 6 Months of Poor Service in Broadband

6 Months of Poor Service

Caph — Tue, 05 Sep 2023 09:46:43 GMT

How long are we expected to put up with terrible service? For 6 months there have been issues with my local mast according to three's status page. I'm paying for a service I'm not getting. Last night my download speed on 5G was 0.04mbps. I would be better with a US Robotics Sportster 56K dial up modem from the 90s.

Re: 6 Months of Poor Service

Avondale — Tue, 05 Sep 2023 18:33:26 GMT

@Caph

You have not told us much about what service you are on, but have you tried a different combination of hub or 'phone, SIM card and location ? That will help to narrow down if you have got a defective hub or 'phone, if a SIM card swop might help, or if your issues are solely down to the mast ?

Did your 5G download speed dip six months ago, or were you a new subscriber then ? Have you ever had good 5G speeds with your current kit ?

Re: 6 Months of Poor Service

Caph — Wed, 06 Sep 2023 22:12:18 GMT

Another night of truly abysmal service on the the three 5g home broadband router. How can they justify charging for this service. It was fine for the first few months then the status page changed to:-

We’re fixing an issue with our network in this area

We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual.

I don't mind experiencing some problems now and again, but over 6 months of this is utterly ridiculous.

Through the day it is usable but at night it is a joke.

Re: 6 Months of Poor Service

Caph — Wed, 06 Sep 2023 22:20:20 GMT

Can anyone tell me how to make a complaint about this without having to resort to ofcom? I've tried several times to contact support but it' seems to be impossible.

Re: 6 Months of Poor Service

Avondale — Thu, 07 Sep 2023 16:53:54 GMT

@Caph

I wonder whether one of our moderators - @JonathanB or @JohnD - can shed any light on what is going on in your area ?

Re: 6 Months of Poor Service

Caph — Fri, 08 Sep 2023 07:09:45 GMT

That would be great if they could. Like I say, I don't mind the odd fault here and there, every network experiences that, but 6 months where they just update the same fault message every day without giving any sort of ETA for a fix (and maybe I'm being hard on them here, but it also covers their tracks by hiding how long the problem has been happening - it constantly looks like the fault started less than 24 hours ago) is not acceptable. Every morning it goes back to an acceptable 50mbps. Not a patch on the 300mbps I was getting when I first joined but perfectly acceptable for me. The only problem is I'm at work through the day so I need to use it in the evenings when some nights it is completely unusable.

Re: 6 Months of Poor Service

Caph — Fri, 08 Sep 2023 23:37:30 GMT

New low tonight. Three just turned off the Internet for several minutes.

I work in IT in a small company and we have to inform all users of an intended outage. But the incompetent managers at three, a multi million pound company seem to think they have no such obligation to their customers. They treat us with utter contempt. I don't think I've ever seen such a mismanaged company since NTL.

Re: 6 Months of Poor Service

Avondale — Sat, 09 Sep 2023 07:59:16 GMT

@Caph

I wonder whether one of our moderators - @JonathanB or @JohnD - might like to comment ?

Re: 6 Months of Poor Service

Caph — Sun, 10 Sep 2023 11:51:31 GMT

Another night where they turned off the Internet connection for a couple of minutes causing my VR headset to crash out.

Re: 6 Months of Poor Service

Caph — Sun, 10 Sep 2023 22:34:24 GMT

Another night of poor internet culminating in total loss at 9.30pm then unusable when it reconnected. I'm pretty sure it's the 5G because I ended up using my phone as a wireless hotspot but downstairs I only get 4G on my phone and that worked OK and that is also using the three network. The thing is there is no way on the router to say only use 4G and not connect on 5G. I think I'm going to have to relocate the router somewhere where it can't lock on to the 5G signal. This service really is a shambles.

Re: 6 Months of Poor Service

Caph — Wed, 13 Sep 2023 10:30:46 GMT

Relocating didn't work. It still manages to lock on to the 5G signal. Terrible again last night so I ended up using my phone as a hot spot and that was pretty bad too. I am paying for a service I don't get and can't use. I guess I'll just have to lodge a formal complaint with them and Ofcom and see what happens.

Re: 6 Months of Poor Service

Threlly — Sun, 17 Sep 2023 11:36:39 GMT

I can beat that, I've been getting that message since January, so 9 months here.
I'm waiting for fibre to be connected here, a few months they say, then I'm off out of this disaster.

Basically Three have stuffed millions of pounds in their pockets and the pockets of investors that should have been used to invest in infrastructure, so contention in the evenings is now killing the service.

I complained SO bitterly that I now have a note on my account that I can exit without the fee whenever I want, and I can promise you...I will be.

Re: 6 Months of Poor Service

JonathanB — Thu, 21 Sep 2023 13:46:41 GMT

Hi @Caph,

I'm sorry I haven't been able to catch up on your situation till now. I'm sorry to hear that there's been issues with your speeds and service for so long, it's certainly not the experience we want for any of our customers.

I'll PM you a link to an escalated support team who will do their best to help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: 6 Months of Poor Service

Caph — Sun, 08 Oct 2023 23:18:52 GMT

Hi Jonathan, I will do that thanks. Tonight the internet stopped completely at around 11pm and didn't come back on for quite a while. I had to switch to my mobile phone on the three network as a hotspot and then the internet on that stopped so I had to switch back to the router which had a barely usable internet connection. It really is getting beyond a joke now.