topic Re: CT9 Mast Issue Work in Network

CT9 Mast Issue Work

crambie — Wed, 29 Mar 2023 14:51:59 GMT

It's been going on for well over a month and internet speed at times are as low as 3Kbs, old dial up modems were faster. So is there any hope it will be finished anytime soon? Is it an "Issue" as the status page says and isn't really being fixed at all but will be when you you have time to get around to it or something more interesting like 5g?

Also the same message everyday but with a different timestamp isn't really an update.

Thanks

Re: CT9 Mast Issue Work

sc1999 — Thu, 30 Mar 2023 15:21:16 GMT

Welcome to the club. I had the same message for 3 months last year and again for the last 6 to 8 weeks. I just hope they finish before my contract expires.

Re: CT9 Mast Issue Work

crambie — Thu, 30 Mar 2023 16:01:25 GMT

Thanks, although ideally I would prefer not to be in that particular club! btw I meant 3KBs not 3Kbs not that it really matters when speeds becomes that low.

Re: CT9 Mast Issue Work

crambie — Fri, 31 Mar 2023 14:58:13 GMT

Seems as though I wasted my time asking, I must have been under the mistaken impression that this was the official Three forum.

Re: CT9 Mast Issue Work

sc1999 — Fri, 31 Mar 2023 15:21:18 GMT

Sort of. Most of us are just 3 customers who can, in some cases, offer assistance but some pieces of information are not even available to the moderators. When it comes to the "big build", general maintenance or repair work 3 plays it very close to their chest. You can try talking to the social media team, don't ask why them but it is where I was directed when I last had issues. All I got was a 7 days credit and not a lot of info.

Not defending 3 but one of the big issues they face, and not alone, is supply chain. It only takes one supplier to miss a date and we all suffer.

Maybe one of the moderators will pick up on this and address you directly but I don't think that they are full time on this so it may be a day or 2.

Re: CT9 Mast Issue Work

crambie — Mon, 03 Apr 2023 15:42:29 GMT

Thank-you however it is on the three.co.uk domain so if three doesn't bother to respond to messages, not just talking about mine, then what's the point of it, get rid of it. I'll have try and work out exactly how long this has been going on for, I've lost track of time could well be 2+ months, I'll give them a bit longer and if it's still not fixed I might give up with them.

Supply chain problems: that's why I said that saying the same thing all the time just with a different date and time isn't an update. If they said waiting for parts, got parts, installing then that's an update. If they are waiting for parts then saying "Our engineers are working on masts nearby" is basically a lie.

Re: CT9 Mast Issue Work

sc1999 — Mon, 03 Apr 2023 16:25:22 GMT

Working on mast is a cop-out and a lazy one. I spent 15 years in the radio industry and know that one small missing item can screw the whole process. Unfortunately a lot of these parts are custom made and can take weeks or months to produce. I am not defending 3 but I have been there.

Re: CT9 Mast Issue Work

JonathanB — Fri, 21 Apr 2023 16:32:57 GMT

Hi @crambie,

I'm really sorry that we didn't pick up on this thread earlier, and moreover that you've been suffering with these slow speeds for so long. I can see you posted on another thread just recently too, so this is still ongoing now?

I appreciate the status checker only really states if there's an issue, and that you'd prefer details and explanation of what's actually going on. We've had similar feedback from other users about this, and I have passed this onto our network and customer experience teams.

I can't directly advise you on what issue is going on locally, but I'll send you a private messages to get you in touch with some colleagues that will look into this further, and offer any help that they can.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

JonathanB

Re: CT9 Mast Issue Work

crambie — Sat, 22 Apr 2023 10:43:32 GMT

Thanks, yes it still the same. I’ve already tried that and although they replied quickly they couldn’t tell me anything either. Hard to believe no one at Three knows what the problem is or its status. Or perhaps that is the problem, nobody knows what’s wrong.

Re: CT9 Mast Issue Work

sc1999 — Sat, 22 Apr 2023 11:04:30 GMT

I spoke to social media team on Thursday and was told that someone would call within 72 hours. They rang yesterday whilst I was driving and they said they would call back at either 2.30 or 4.30, bad line. I then received a text saying "we called today but could not reach you. Please call 0333 338 1043 which is un-humaned and talks about wifi calling.

What a waste of my time trying to resolve my issue. All I want is a stable 4g connection before 3g is turned off.

Re: CT9 Mast Issue Work

sc1999 — Sat, 22 Apr 2023 14:42:49 GMT

Update.

Just spoken with 3 and they confirm that I am in an area of poor coverage/performance. They could not say if this would be fixed in weeks, months or within the balance of my contract. Compensation offered and accepted. Had I known of the existence of the OFCOM coverage checker I would have gone to O2 or Vodafone.

Re: CT9 Mast Issue Work

crambie — Sun, 23 Apr 2023 16:33:35 GMT

Yep I know.

I was had a quick look on the support forums of other networks to see how many longer term problems people were having and they all seem roughly equally useless. Having said that at least some would say what the problem was and give meaningful updates unlike Three who pretend the problem and its resolution is some sort of mystery.

Re: CT9 Mast Issue Work

crambie — Sun, 23 Apr 2023 16:35:46 GMT

That’s good. Unfortunately that’s not the problem here, well very poor performance yes, coverage no.

Re: CT9 Mast Issue Work

crambie — Tue, 09 May 2023 18:49:25 GMT

Another month gone, still not fixed.

Re: CT9 Mast Issue Work

JonathanB — Thu, 11 May 2023 15:35:27 GMT

Hi @crambie,

That's really disappointing to hear. I'd like to dig into this a bit deeper and see if we can find out anything more substantial. I'll drop you another PM to get some more info.

Thanks,
Jonathan