topic Re: Birmingham internet outage in Broadband

Birmingham internet outage

Tezbine1983 — Mon, 09 Dec 2024 18:56:15 GMT

After 8 days of being messed around and without Internet as I was sent a new sim card for no reason when upgrading my contract, have now received it but no connection as outage in my area.

Having spoken with "technical " team I'm told this may take at least 7 days to fix which I think is quite shocking.

Anyone able to shed more light on what this fault is and if its really going to take that long to fix?

Terry

Re: Birmingham internet outage

Geluk — Mon, 09 Dec 2024 19:23:47 GMT

Put your POSTCODE into 3's NETWORK COVERAGE page.

Re: Birmingham internet outage

Tezbine1983 — Mon, 09 Dec 2024 19:29:54 GMT

Thanks, but it just says it's down. I'm trying to determine if the estimated 7 days I've been told is actually accurate or not as it's like getting blood from a stone on the phone.

Interested to see how many others effected

Re: Birmingham internet outage

JadeF — Tue, 10 Dec 2024 09:54:27 GMT

Hello @Tezbine1983

Welcome to the Three Community page.

Our engineers will have provided us with the 7 day timeframe due to a possible number of factors, such as waiting on parts or gaining access to private land.

You will receive a text update within the agreed 7 days, but if you wish to discuss it before then, we would ask that you reach out directly to the team here.

Jade

Re: Birmingham internet outage

Tezbine1983 — Tue, 10 Dec 2024 18:25:06 GMT

Hi Jade, problem is I'm fed up wasting my time taking about 15 minutes to get through to someone in a call centre who can't really understand what I am trying to ask and therefore getting no help or answers at all. In fact in the last 10 days several errors which cost me over a week without Internet prior to the network outage.

Is there any possibility to call and speak to someone in the UK who I can actually have a proper discussion with?

Re: Birmingham internet outage

ad7 — Tue, 10 Dec 2024 20:09:17 GMT

I’ve been affected too here in Gwynedd. Every time an issue with network/broadband happens, I spend at least an hour with their team going through the same checks every time. I basically know their script by heart. I could write their messages for them. It takes ages to get a call back and resolve the issue. This time I’m certain it’s not on my end and that the storm left some damage and affected their service, I wish they could just check that.

Re: Birmingham internet outage

JonathanB — Wed, 18 Dec 2024 14:21:30 GMT

Hi @Tezbine1983,

I appreciate your frustration especially if you've been dealing with issues connecting the Internet prior to the network outage. Has this issue been resolved within the 7 days the team mentioned, or do you still need any help with this?

Thanks,
Jonathan

Re: Birmingham internet outage

Tezbine1983 — Thu, 02 Jan 2025 13:32:09 GMT

Hi, I still have no Internet connection 4 weeks on. I just keep getting told to wait another 7 days.

This is getting ridiculous now

Can you please tell me when it will be fixed in my area B36 ***?

4 weeks without any internet connection B36

Tezbine1983 — Thu, 02 Jan 2025 13:54:47 GMT

Hi, I still have no Internet connection 4 weeks on. I just keep getting told to wait another 7 days.

This is getting ridiculous now. Online network says that work being done in area to a fault

Can you please tell me when it will be fixed in my area B36 ***?

Re: Birmingham internet outage

JonathanB — Thu, 02 Jan 2025 13:51:41 GMT

Hi Terry,

I've had a closer look into the network in the area you've shared, and it looks like the main issue I can see is with the older 3G network, so either it's a more complex fault, or you really ought to be get some level of service on 4G.

I'd like to get some colleagues to take a closer look into this to check if there's anything more we can find out or do to help, so I'll send you a PM now with more info on how to get in touch.

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: Birmingham internet outage

Tezbine1983 — Wed, 08 Jan 2025 07:05:02 GMT

Hi @JonathanB

Has this been looked into further yet please?

Re: Birmingham internet outage

Maxine — Thu, 09 Jan 2025 13:45:17 GMT

Hey @Tezbine1983,

Did you manage to speak with our live chat team we'd sent you to? What happened?

Maxine

Re: Birmingham internet outage

Tezbine1983 — Wed, 15 Jan 2025 19:42:34 GMT

Hi, no i didn't but I did have two phone calls about this from scam companies. So my option of Three has gone down even lower.

My Internet is still not working by the way, over 6 weeks now

Re: Birmingham internet outage

Maxine — Thu, 16 Jan 2025 12:17:57 GMT

Please don't give out any information to any scam companies, and block the numbers. There's more about this on our Fraud page.

We'd need to speak with you via the live chat link we sent over to you. This isn't something we're able to do from here as we can't access customers accounts for security reasons.

The team there'll be able to help further with this.

Maxine