topic Re: New customer, another 5g issue in Broadband

New customer, another 5g issue

Daz86 — Thu, 07 Sep 2023 06:48:48 GMT

Signed up the start of the week and got the modem set up.

reading this forum I’m also having the issue where it simply won’t connect to 5g. Have tried all the fixes I’ve seen on here with no success.

I’m also getting sporadic drop of internet connection (WiFi stays working) and when I check the 3 broadband app it’s a SIM card is not ready error showing.

assume this is another bad out the box router?

any help appreciated

Re: New customer, another 5g issue

Daz86 — Thu, 07 Sep 2023 20:54:43 GMT

that’s the difference between the router and my iPhone in the exact same place

Re: New customer, another 5g issue

Daz86 — Fri, 15 Sep 2023 13:21:05 GMT

Just a follow up

spoke to live chat,

first advisor despite me saying putting the sim in a phone gets me brilliant 5g connection at the identical location to the router and so it’s clearly a router issue still tried to blame “network issues” and “no evidence of a device fault” I demanded it be escalated, got through to level 2 tech eventually who, surprise surprise, said router fault and another is being sent out. So will report back with what happens with the new router

Re: New customer, another 5g issue

Daz86 — Sat, 23 Sep 2023 14:07:29 GMT

another update.

still no sign of a replacement even being sent. I received an email stating my case had been closed. I went on chat and a new case was opened which is showing as device exchange category in my support cases. It’s been just over a week now, and still no change. Went on live chat and keep getting told to “please wait”

i think I'm done waiting. Considering they can have a new router here in under 24hrs for a new customer this is ridiculous.

ill be attempting to cancel once we get to Tuesday which will be 7 working days since the second case was opened

Re: New customer, another 5g issue

Daz86 — Sun, 24 Sep 2023 07:43:39 GMT

Just woke up to a text message
"Hi there,

Your query has now been closed."

They've closed my device exchange request case now.

I'm fuming.

Cancelling today.

@JonathanB Would appreciate some input and thoughts on this?

Re: New customer, another 5g issue

Daz86 — Sun, 24 Sep 2023 07:45:53 GMT

Re: New customer, another 5g issue

JonathanB — Tue, 26 Sep 2023 15:47:04 GMT

Hi @Daz86,

I'm sorry for the delay getting in touch. I haven't approved the image as there's some personal info there, but I have had a look myself. Sorry the notes are so jargon heavy, I'll pass this feedback on as it's not phrased well for something that you'd see as a customer. Essentially the case was closed as the info is passed onto a logger with our logistics team.

Have you received any update about the exchange in the meantime?

Thanks,
Jonathan

Re: New customer, another 5g issue

Daz86 — Thu, 28 Sep 2023 12:35:45 GMT

Finally sorted.

New router arrived after help from Joe in the social media team after a twitter based moan.

Last 2 niggles were, no notification of the new router being sent or delivery notification, luckily my wife was in.

and a new issue, the sky Q simply will not connect via wired or wireless connections. Everything else is fine, good 5g speeds etc. have just come across a topic on sky/3 compatibly issues so hopefully that will get sorted at some point