topic Re: NO WiFi signal or 5G in area in Network

NO WiFi signal or 5G in area

DDK — Sat, 15 Mar 2025 13:10:05 GMT

For 2 days now there has been zero WiFi connectivity on my 5G router or through my phone 4g/5g service. The website says there is an ongoing issue in the area. This isn’t acceptable for 2 days, no explanation of when it will be fixed, no customer service to expand further on the issue. It’s in Hedge End, Southampton. Anyone else have this issue or can shed some more light on the fix?

Re: NO WiFi signal or 5G in area

PeteG — Sat, 15 Mar 2025 18:03:44 GMT

Hi there.

Welcome to the Three Community.

I think I may have spoken to you separately after you posted this, but just in case, I wanted to confirm that there is an issue with a mast near you, and engineers are working on that. They are looking to have it resolved by noon tomorrow.

Pete.

Re: NO WiFi signal or 5G in area

Jw56 — Mon, 17 Mar 2025 09:12:13 GMT

Same problem,I’m in hedge end shamblehurst lane..was told via phone should be fixed Monday 17 th.lets wait and see on that..I was told to close anything that has Wi-Fi to ..it….except the one u want to use.

Re: NO WiFi signal or 5G in area

DDK — Mon, 17 Mar 2025 15:05:27 GMT

Are you still having issues? It’s past noon and the problem isn’t fixed for me.

Re: NO WiFi signal or 5G in area

DDK — Mon, 17 Mar 2025 15:06:00 GMT

Hi Pete, the issue is still apparent, any update from the engineers?

Re: NO WiFi signal or 5G in area

andyd76 — Mon, 17 Mar 2025 15:10:25 GMT

Still having issues here, Turnpike Way Hedge End.

Re: NO WiFi signal or 5G in area

andyd76 — Mon, 17 Mar 2025 16:17:35 GMT

Just received an email that the mast will not be available from today, the replacement should be activated mid April!

Re: NO WiFi signal or 5G in area

DDK — Mon, 17 Mar 2025 19:51:25 GMT

That’s outrageous, who emailed you?

Re: NO WiFi signal or 5G in area

andyd76 — Mon, 17 Mar 2025 20:50:27 GMT

From 3:

Hello,

We're writing to let you know about some network changes that may impact you.

Due to a reason beyond our control, a mast in your area will not be operational from 17 March 2025. As a result, you may experience a change in the Home Broadband availability in your area. We're sorry for any impact that this may have to your service and for any inconvenience this may cause.

We expect to have a replacement site activated by mid-April.

As the mast will no longer be in operation from 17 March 2025, we understand that the service you may receive may be impacted. We hope it won't be, but if you are impacted you can contact our technical team, who are here to help with getting your devices optimised to receive the best possible coverage in your home.

If you would like to cancel your service, you can do so without incurring a cancellation charge, and we'll refund any billing charges that you've paid over the impacted period too. You just need to contact us by 18 April 2025 letting us know you'd like to cancel your plan. If we don't hear from you by then, we'll assume you are happy to continue your plan.

What do you need to do?

For full details of ways to contact us, including Live Chat, go online to three.co.uk/contact-us

Call us on 500 free from a Three phone or on 0333 338 1003 from any other phone (standard rates apply).

Thanks,

The Three Team

Re: NO WiFi signal or 5G in area

Flow32 — Tue, 18 Mar 2025 16:29:40 GMT

Ive been having the same issue. I work in hedge bed and have been unable to use my phone at work since Friday 14th March. According to the coverage map, there is no problems in the area. Im confused and frustrated!

Re: NO WiFi signal or 5G in area

JadeF — Wed, 19 Mar 2025 13:16:20 GMT

Hey @Flow32

Welcome to the Three Community Page.

I'm sorry to hear that you are having these issues with the signal at your work address.

Based on the other interactions it does look like there was work being carried out on the local mast, but this should now have been completed.

If this issue does persist, please pop over to chat with the Customer support team and they'll raise this for further investigation for you.

Jade

Re: NO WiFi signal or 5G in area

Nikjiji — Fri, 21 Mar 2025 19:22:38 GMT

Does anyone have any news it's still down and this is a joke I can't lie

Re: NO WiFi signal or 5G in area

DDK — Fri, 21 Mar 2025 23:13:51 GMT

The customer service has been a joke. I’ve ended up cancelling my subscription as there has been no fix date given. I have not paid any early cancellation fees either. I’d recommend doing the same, otherwise it could be weeks.

Re: NO WiFi signal or 5G in area

Elliotg — Mon, 24 Mar 2025 16:22:03 GMT

My wifi has also been rubbish for the past week now!! I also live in hedge end on turnpike way but having reduced WiFi speeds have interrupted my day to day life used to get 400mbs now I get 5mbs

Re: NO WiFi signal or 5G in area

Noble3781 — Mon, 31 Mar 2025 22:03:43 GMT

I have been having the same issue for the last two weeks in Southampton Hedge end, along with my neighbour who is on three, today the escalation team contacted him saying no issues with the mast, so he said their clearly is, so he left his contract, mine has also been escalated, but they refused to let me leave until the escalation team investigate, even though it will be the same outcome as his, how three can get multiple reports from the same area and just ignore them, saying yes nothing wrong despite multiple reports from the same area is beyond me, it's like there brains cannot put two and two together... So once the escalation team contact me and say nothing we can do, I am cancelling it and moving to ee mobile broadband.

Re: NO WiFi signal or 5G in area

DDK — Thu, 03 Apr 2025 11:53:23 GMT

I know your pain, I did everything you said! I managed to get out of both my Three phone and broadband contracts without paying the early termination fee, and I had to haggle them to get this! It’s unbelievable how awful their customer service is, and as you say, how they can’t acknowledge the fault and keep saying how there is no problem. I’m now on Virgin fibre broadband and GiffGaff phone contract, both huge upgrades from Three, I’d recommend leaving and doing the same.

Re: NO WiFi signal or 5G in area

andyd76 — Sat, 05 Apr 2025 10:03:25 GMT

I received an email from Three regarding the fault, but when i rang them they initially seemed reluctant to even acknowledge the fault. Very odd customer service!

Re: NO WiFi signal or 5G in area

Damian1 — Thu, 17 Apr 2025 16:57:46 GMT

Yes , i have called three and they know there's a problem in the area but it's already been over 3 weeks now that we haven't got signal or Internet from three. And they don't know when it's gonna be fixed. We are stuck atm as we work from home .

Re: NO WiFi signal or 5G in area

35659 — Fri, 18 Apr 2025 10:43:01 GMT

Just seen this thread (18th APRIL) - I've had so many calls with these clowns and they've never mentioned this!

One call was actually on March 17th, when I was promised that they expected it to be sorted within 7 days.

As a result of my most recent call, I decided to take out a separate contract to try an external hub, because for some reason they couldn't/wouldn't simply send me one. When I called sales, they put in my postcode and refused to sell me a home contract, because their database stated that they couldn't provide home broadband in this area!

But they've never told me, as an existing customer, that this is the case - neither have they mentioned this in any of the calls. Had I not contacted them, they'd have carried on, merrily taking my money each month.

At what point does this become fraud?

I did receive a couple of warnings over the past year or so that they'd be switching off 3G access, but there was never any mention that this would affect my 5G or even fallback 4G service.

Absolutely disgraceful, such a Mickey Mouse shower.

Re: NO WiFi signal or 5G in area

Flow32 — Wed, 30 Apr 2025 17:08:06 GMT

so after another 3 weeks with no improvement, I called Three customer services who were no help what-so-ever. Being told there is no problem when there clearly is and having to go through the standard checks again each time you call because you get a different advisor is extremely frustrating. Luckily I was actually out of contract with Three so last week I switched to Vodaphone. As expected, this fixed the problem straight away. I suggest doing the same and switching if you are able. Seems Three are still not even acknowledging that there is a problem in the area. Ridiculous!. Wont be going back to Three after this