topic Re: How Long will KT10 infrastructure upgrade take? in Broadband

How Long will KT10 infrastructure upgrade take?

NewbieHere — Tue, 15 Nov 2022 07:42:20 GMT

My 5g broadband in KT10 has been virtually unusable for more than two weeks so far, The message on the three network checker, updated every 30 minutes, is always the same & gives no idea when it will be completed & normal service resumed.

I called customer service 10 days ago they promised a text update to my EE mobile phone after 7 days but that didn’t materialise.

Please can someone from three reach out to me & explain when this infrastructure work will be completed & how 5g Broadband customers will be compensated for such an extended period of inadequate service.

Re: How Long will KT10 infrastructure upgrade take?

StephR — Tue, 15 Nov 2022 13:26:46 GMT

Hi @NewbieHere

I'm really sorry you're still having such a rubbish time with your 5G broadband connection. It sounds like the issue in your area is a little more complex that first thought. I've sent you a PM with a few more details so we can get this looked into for you, and get you an update.

StephR

Re: How Long will KT10 infrastructure upgrade take?

NewbieHere — Wed, 16 Nov 2022 10:03:23 GMT

thanks StephB, I’ve done as suggested, Muz has raised a complaint & escalated it to 2nd line technical support who hopefully will get back to me within 72 hours.

Re: How Long will KT10 infrastructure upgrade take?

NewbieHere — Fri, 16 Dec 2022 09:38:11 GMT

Hi StephR,

just an update, it’s now more than a month since my 5g broadband went pear shaped & still the message on the network checker is the same. Ie I have no idea whatsoever when this infrastructure upgrade will be completed.

3 customer service credited me with the equivalent of 1 months charges so I haven’t had a bill this month ( thank you ) but I really would like to know when the work is likely to be completed. Surely someone at 3 knows.

Re: How Long will KT10 infrastructure upgrade take?

StephR — Thu, 22 Dec 2022 16:55:51 GMT

Hey @NewbieHere

I'm so sorry things haven't changed much over the last month. I'm glad our customer service team sorted your bill, but I appreciate how frustrating it is to be without a good connection.

Have a check of the PM I've sent you - we'll do all we can to move this forward.