topic Who can give me a fix date? in Network

Who can give me a fix date?

TomG — Tue, 29 Jul 2025 17:15:27 GMT

Just over 4 weeks ago I took delivery of a Three Home Hub. On that day a fault developed on my local 4G mast (CW11 postcode area)) which means I have zero internet connectivity. Every day since then, the Three online network status checks shows the generic 'We are working on fixing an issue in this area .....' message.

If I ring Three technical support they tell me an engineer is working on the problem and it will be fixed within 7 days, but I know this is just a standard response as this issue has been going on for more than 30 days now with no resolution

Surely, someone within the Three organisation has a more detailed take on the issue and knows what the problems is, estimated time to fix etc.

Until this issue goes away I obviously will not sign up to a 2-year contract (Three have already extended my trial period by a further month)

Does anyone know of any way I can get to speak to someone in Three who can give me a true picture of what is happening with this issue? The technical support team are always very helpful but they obviously do not have access to this type of information

Re: Who can give me a fix date?

JonathanB — Wed, 30 Jul 2025 11:07:02 GMT

Hi @TomG,

I'm really sorry to hear that your experience of joining Three has been affected by these long term issues. I'll be happy to take a closer look in case I can give any more detailed info.

I'll send you a PM to get some more precise location info from you, then I can hopefully locate the relevant fault reports.

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: Who can give me a fix date?

JonathanB — Mon, 04 Aug 2025 13:23:39 GMT

Hi @TomG,

How have you been getting on with your connection since the last update, are you seeing any improvements over the weekend?

Thanks,
Jonathan

Re: Who can give me a fix date?

TomG — Tue, 05 Aug 2025 14:52:51 GMT

Hi Jonathan,

No change at all - absolutely zero connectivity during the day and the network status checker still gives the same 'We're working on an issue ...' message

Regards,

Tom

Re: Who can give me a fix date?

JonathanB — Wed, 06 Aug 2025 09:48:40 GMT

Sorry to hear this still hasn't improved @TomG, but thanks for confirming, I'm continuing to pass feedback on about this issue, so hopefully it won't be too much longer till this is resolved.

Thanks,
Jonathan

Re: Who can give me a fix date?

JonathanB — Wed, 13 Aug 2025 14:46:52 GMT

Hi @TomG,

I hope you're well? Has there been any improvements to the service since your last post?

Thanks,
Jonathan

Re: Who can give me a fix date?

TomG — Wed, 13 Aug 2025 17:10:54 GMT

Finally!!! After 6 weeks of waiting the status checker reports no problems - so assuming something was fixed today 🙂

For the first time I have been able to get an internet service during the day -- so just starting my evaluation of the service and I will have 2 weeks to see if the service is worth having. Hopefully there will be no more issues and the service will prove reliable enough to sign up for a 2-yr contract (although the 6-week delay is a big red flag at the moment)

Regards,

Tom

Re: Who can give me a fix date?

JonathanB — Thu, 14 Aug 2025 10:46:45 GMT

Hi @TomG,

Thanks so much for the update, and totally appreciate you'll want some time to consider your next steps. Please do let us know how things go from here.

Thanks,
Jonathan