topic Re: Infrastructure upgrades in Broadband

Infrastructure upgrades

NewbieHere — Sun, 30 Oct 2022 07:59:53 GMT

Why don’t three warn 5G Broadband customers when work on local masts is likely to severely impact performance for days on end?

All I get when I check status for my postcode is a message saying that they are upgrading the infrastructure. There is no indication of how many hours/days/weeks this will take and meanwhile my (hi speed) broadband is virtually unusable.

Re: Infrastructure upgrades

sc1999 — Sun, 30 Oct 2022 17:47:00 GMT

I get a text alert from 3 warning me that they will be working on my local tower but I cannot remember if I signed up for this or they just do it. I have a 3 phone but not 3 broadband. Also, the network status checker is useless as they have been working on my local tower for as long as I have been with 3.

It would be useful if they had a page on their website which showed planned works for the next 3 months.

Re: Infrastructure upgrades

NewbieHere — Mon, 31 Oct 2022 10:30:18 GMT

Thank you - I suspect that they may well inform Three mobile phone users by text message. EE certainly do.

I accept it’s more difficult to inform people who have 4/5g broadband but don’t use three for their phone. However, in my case at least they have my EE mobile phone number linked to my account so they could send text messages.

I phoned three yesterday & they said they would send me a text update in 7 days. Meanwhile they would compensate me for 7 days lost service.

Re: Infrastructure upgrades

JonathanB — Mon, 31 Oct 2022 16:57:04 GMT

Hi @NewbieHere,

I'm sorry to hear that you're facing all this disruption without warning. Hopefully the service is back to normal soon, and if you're still struggling to get a connection when the 7 days elapses, please let me know.

Thanks,
JonathanB

Re: Infrastructure upgrades

NewbieHere — Tue, 01 Nov 2022 08:07:40 GMT

Thank you JonathanB,

The website is still showing that the infrastructure upgrade is ongoing but if it isn’t completed within the 7 days I will get back to you. If all is resolved, I will let you know too.

Re: Infrastructure upgrades

NewbieHere — Sun, 06 Nov 2022 08:36:50 GMT

Hi JonathanB,

Well it’s now 7 days since I reported the issue & nothing has changed. The message on the status checker is updated every 30 mins but remains the same & gives no estimate of when things might improve.

customer service had promised a text update after 7 days but that hasn’t arrived yet.

Can I assume that the refund of 7 days charges, which was promised, will be extended to cover the whole period the infrastructure upgrade work continues?

thankyou