topic Re: Not happy with network service in Network

Not happy with network service

dontknow — Sat, 02 Jul 2022 00:10:22 GMT

Hello everyone. I recently switched to 3 from Voxi and i have to say I’m very disappointed with the network here in London. 5G is good but as soon as it switches to 4G (ie most of the time) the data becomes painfully slow.

I would like to ask if anyone else is having similar problems? If you are has it always been like this for you or is it a more recent/temporary issue?

Speed test yesterday showed 0.4Mb/s download speeds (in London!?)…I couldn’t even load up a website. With Vodafone I honestly never had such problems, I never even used to think about data speeds as they were always really reliable. Even more weird is how the tests actually started at about 15Mb/s and then would immediately drop to below 1. Is this some kind of hidden throttling for PAYG?

I had a chat with CS about this. The advisor kept sending unrelated messages (i could tell it was all pre scripted), blaming my phone for the issues even though everything turned out to be set up correctly and it’s a fairly good phone (iPhone 13) and then they started passing me to other departments. I just ended the chat. They made it quite obvious that it’s the network’s fault but just wouldn’t admit it.

Im on a PAYG plan and I’ll give it until the rest of the month to see how I eventually find things but my initial experience is not too great. I’ve been with Three in the past and I remember it working fine back then in the same places. What happened??

Also, pay monthly customers are you not annoyed at having to pay £2/5 a day for Go Roam while PAYG have it for free? It seems quite unfair.

Btw as I don’t want to sound too negative I love the Three+ rewards, free Go Roam and the 5G network (where available) seems fantastic, the prices are reasonable too. It’s just unfortunate that overall the network seems so poor.

Re: Not happy with network service

Anonymous — Sat, 02 Jul 2022 20:22:49 GMT

When I lived in London (and worked in Central London) I found that Three’s network was quite congested and I often experienced slower speeds compared to the other networks. It’s unlikely to be an issue with your handset or you would have experienced it on your previous network. I have them as a backup sim but I’m in rural Derbyshire now where my average speed from Three is 80Mbps.

You’ll need to weigh the level of service against the cost and decide if it’s worth it for you.

Re: Not happy with network service

JonathanB — Mon, 04 Jul 2022 08:46:09 GMT

Hey dontknow,

Welcome to the Three Community.

I'm sorry to hear that the data speeds have been letting you down. We don't throttle connections but you may be encountering congestion as was suggested by @Anonymous. We have a coverage and network status checker available on the website, so it may be worth checking affected postcodes there to see if there's an issue we're aware of and working on.

Hope this helps, and that you see some improvements with these speeds soon.

JonathanB

Re: Not happy with network service

Debbielegs — Tue, 05 Jul 2022 09:25:40 GMT

I've been with 3 for 20 years and had no problems until now. I've been abroad and my roaming has been good but since I upgraded to Samsung galaxy flip3 and 5g I've had problems with connection in alot of places here where I live in UK and recently went abroad and my roaming wudnt work which is in my contract. I find it hard to connect on 5g too its absolutely rubbish. I've never had to complain once but now I'm feel like that's all I do pluses with the loyalty I don't get nothing back from them thinking of going somewhere else after my contract is up I'm disappointed that much. No good deals network not good think 3 is goin going down hill now

Re: Not happy with network service

Debbielegs — Mon, 04 Jul 2022 21:48:16 GMT

I didn't even get a good deal for my upgrade 😕 only found out after I had the phone for 2 weeks

Re: Not happy with network service

JonathanB — Tue, 05 Jul 2022 09:56:39 GMT

Hey Debbielegs,

Welcome to the Three Community, and thanks for being a Three customer all these years.

I'm really sorry to hear that you've been experiencing issues with your network connection recently. I'd suggest checking out any relevant postcodes on our coverage and network status checker first, to make sure of what the expected coverage is, and also to see if any faults or engineering work is going on.

Also as you've been with Three such an exceptionally long time, did you get a new SIM on the recent upgrade, or have you been using the same one for a few years now?

JonathanB

Re: Not happy with network service

dontknow — Thu, 07 Jul 2022 12:06:14 GMT

Unfortunately it’s only getting worse. When travelling around I often have unusable service. There should be a warning about how bad the 3 network is on your website.

Re: Not happy with network service

bradlfc — Thu, 28 Jul 2022 14:31:02 GMT

I moved to 3 from Vodafone a few months back and it’s turned out to be a terrible decision. I’d read a lot of negative reviews but thought surely it can’t be that bad. It is. I struggle to get a signal anywhere. I was amazed during a recent trip to central London how bad the signal was. I’d have thought if 3 sorted their signal out anywhere it would be in the capital of the country where millions of people reside.

Re: Not happy with network service

Dar2169 — Wed, 31 May 2023 21:39:07 GMT

Three maybe be merging with Vodafone so things will get a lot better if this happens

Re: Not happy with network service

Anonymous — Wed, 31 May 2023 21:52:32 GMT

Wouldn’t get too excited, Vodafone’s 4G is better (mostly) than Three but their 5G rollout has slowed to a snails pace and is lacking compared to Three.

Customer service is about the same as Three and by that I mean terrible on all counts.

Re: Not happy with network service

Dave6018 — Wed, 19 Jul 2023 23:58:17 GMT

Well I'm glad I stumbled across this thread, so it sounds like the network has changed in the last 7 years and why I left, I'm currently giving it ago as was looking at leaving EE for three but first full day and just let's say I have experience poor network performance and the very polite but scripted customers, service, I'm going to give them 30 days but it's not looking promising

Re: Not happy with network service

kimbamilne — Mon, 14 Aug 2023 15:20:33 GMT

Similar problems in the North East of England. I decided to stick with 3 as advertised as the uk's faste8netwirk for 5g and that they are building the best and fastest network. What a joke. At home in NE32 they say you can get 5g but not on any of my families phones and at my caravan in NE43 the signal is that bad it's unbelievable I have asked friends on other networks both at home and at my caravan and they all get better 5g or 4g coverage than 3. Still got a year to go on my contract but will be switching when renewal comes around.

Re: Not happy with network service

wyohwy-200 — Sat, 07 Oct 2023 00:49:29 GMT

Read my post "I'm not happy" They certainly cannot cover Yorkshire, and you can complain till you are blue in the face, they just lie to you to get you off the phone and to tell their superiors everything is honky dory. It is far from honky dory, the service is getting worse

Re: Not happy with network service

Mag6 — Wed, 15 May 2024 07:53:38 GMT

An over a year from original post and 3 connection is still horrible. I've been with 3 for around 10 years, and since last year, I can't wait for my contract to end so I can change the network. I live in Scotland and my Internet or my signal are very very poor. Doesn't matter if it's a middle of Glasgow, or the countryside

Re: Not happy with network service

Sycamore66 — Mon, 27 May 2024 15:01:39 GMT

I have this problem most days when I’m out and about

Re: Not happy with network service

Vj — Sat, 01 Jun 2024 11:17:00 GMT

Completely agree I’ve had 5 mobiles with 3 for over 10 years it’s never been this bad.

Re: Not happy with network service

bryansaxby — Sat, 08 Jun 2024 12:04:52 GMT

I am writing to formally lodge a complaint against the services provided by This 3 Company Should be Closedown and 3 Network. My recent experiences with these companies have been extremely unsatisfactory, and I feel compelled to bring these issues to your attention.

Firstly, my interactions with This Company Should be Closedown have been nothing short of frustrating. Despite being eager to join the network initially, the level of service and support I have received has been severely lacking. Whenever I have attempted to address any issues, I have been met with significant resistance and uncooperative behaviour. In particular, my attempts to escalate concerns to a manager have been repeatedly thwarted, despite numerous phone calls and requests for assistance.

Furthermore, my experiences with 3 Network have been equally disappointing. The lack of English proficiency among the staff has made communication challenging and has led to misunderstandings. I have found that the customer service provided by 3 Network falls far short of the expected standards, and there seems to be a reluctance to address and rectify any issues raised.

I urge you to investigate these matters promptly and take appropriate action to ensure that the level of service provided by these companies is improved. Customers should not have to endure such substandard service, and it is imperative that steps are taken to address these issues effectively.

Thank you for your attention to this matter. I trust that you will take the necessary steps to address these concerns and prevent similar issues from occurring in the future.

Yours sincerely,
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