topic Home Broabdand - devices drop out in Broadband

Home Broabdand - devices drop out

BillBones — Sun, 13 Oct 2024 20:50:01 GMT

A couple of my devices - smart TV and mobile - continually suffer from the signal dropping out.

It's a small flat I am in and the app states "Excellent" signal. I have tried resetting router, resetting devices, hard resets etc but the problem persist. My work and personal laptop both connect no problem at all. Any suggestions?

Re: Home Broabdand - devices drop out

Geluk — Mon, 14 Oct 2024 06:44:27 GMT

Install a wifi analyser app; see which channels are least used in your locale; manually switch to that channel.

Re: Home Broabdand - devices drop out

BillBones — Mon, 14 Oct 2024 07:20:14 GMT

Thanks for the reply.

I’ve changed to 5ghz channel but still having the same issue. The signal seems to be very intermittent. It’s strange as the devices that are having problems are next to router and excellent signal, according to Three app.

although I noticed that the router signal flicks between 4G (blue light) and 5G (white light)

will give it another day. I’m still within 30 day cooling off period so will likely quit as not working really.

Re: Home Broabdand - devices drop out

MichaelP — Mon, 14 Oct 2024 14:48:53 GMT

Hello @BillBones,

Thanks for getting in touch, and welcome to the Three Community.

We understand you've already been given some very helpful advice here, and appreciate the feedback given on this.

We'd recommend popping through to our Home Broadband team so see if our technical colleagues can get the bottom of why this is happening.

You'll also be able to discuss cancelling if there's no success.

Thanks,
Michael

Re: Home Broabdand - devices drop out

BillBones — Tue, 15 Oct 2024 06:25:33 GMT

Hi Michael

Thanks for taking the time to reply.

I was put through to technical support but the wait time was another 35 mins and I’d already been on live chat/phone for an hour and had to dash.

ive decided to cancel within the 30 days cooling off as life to short. Do you have a phone number or written correspondence address to pursue the cancellation within cooling off period? Ideally I’ll wait until new supplier set up next week as the service is working intermittently on phone/work laptop, but not tv, hifi, personal laptop etc.

many thanks

Re: Home Broabdand - devices drop out

JonathanB — Wed, 16 Oct 2024 12:34:47 GMT

Hi @BillBones,

Sorry to hear that you've been having trouble getting in touch with the chat teams, and moreover that you'd like to now cancel. You would need to contact customer services to arrange this, but there's also a phone number for the Broadband team on the page I've linked, as well as the chat options.

Thanks,
Jonathan

Re: Home Broabdand - devices drop out

BillBones — Thu, 17 Oct 2024 15:08:18 GMT

Thanks Jonathan - will do.