topic Re: Ongoing issues on local masts - Stenigot Lincs (LN 11) in Network

Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Fri, 21 Jul 2023 08:54:21 GMT

The following message has been displayed on the status checker for several weeks. The coverage checker says there's a good 4G service in my area but it's no good indoors and very slow outdoors. Is there a fix time planned?

Thanks

We’re fixing an issue with our network in this area

We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual.

Updates on our work will be posted here. We’re working as fast as we can to build a better, stronger network in your area.

You can find more help and advice below. And you can read more about our Big Network Build here.

Last updated on 09:45 am 21 July 2023."

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

sc1999 — Fri, 21 Jul 2023 10:06:04 GMT

Do you know the length of a piece of string? No, neither does three. We all get these messages and just have to wait. Have a dig and find the link to chat with the social media team as they can, sometimes, give you more info or a discount.

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Sat, 22 Jul 2023 10:44:32 GMT

Somehow I thought that someone from Three would be able to shed a bit more light on the issue, like what the problem is and when it's likely to be fixed. If it was BT in the dark & distant shoddy monopoly past "just have to wait" would have been no real surprise but not now.

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

sc1999 — Sat, 22 Jul 2023 11:13:47 GMT

The 3 community is mainly 3 customers who help with problem solving. There are a few moderators who dip in now-and-again but it is not their full-time job. All the rest of us can do is try and point you in the right direction. We are just Joe Public and have no direct access to 3.

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Sun, 23 Jul 2023 07:50:08 GMT

It's always good and appreciated when fellow users try to help, but when it comes to engineering & network issues, I'd expect Three employees to step in, especially as his forum is hosted by Three.

According the the 'ranks & badges' .... "Three Employees: The Community Moderators, Community Manager and Three employees have their roles displayed instead of a rank, so it's clear who's who."

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

sc1999 — Sun, 23 Jul 2023 08:13:23 GMT

This is the way that 3 setup the community. If you look at the number of members, many who signed up when offered entry into a prize draw, and compare that to how many customers you would expect 3 to have and the community is very small.

I have been involved with the community since beta testing and it's often the case of spot the moderator.

I still don't know why 3 set this up other than to try and emulate other networks, O2 pay the month's bill for their top 100 contributors, one or two of us got a Christmas thank you. The bottle is empty, by the way, just incase you have another laying around.

When you consider the few people who post, and most post problems, it must be very small beer to 3 and unfortunately does not justify a full-time presence.

I agree it's frustrating but, unless you message a moderator, our limited assistance is the best you can hope for. However , if you are lucky a moderator will pick up on this post and may respond.

The other big issue is that when someone gets, or solves, a solution most just cannot be bothered to tell the rest of us.

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

JohnD — Mon, 24 Jul 2023 07:37:17 GMT

Hey @cancunia

That's not ideal at all! Really sorry to hear about the problems that you're facing.

There are different factors that can impact mobile service. No network can guarantee a fault-free service or 100% connectivity, due to the nature of mobile tech. We're happy to look into this further for you to see what's going on though.

Can you clarify if it's regarding a phone or broadband service?

Thanks

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Mon, 24 Jul 2023 16:08:02 GMT

Hello @JohnD

The problem is with the strength & speed of the 4G connection from the Stenigot (LN11 9SL) mast, it's a rural area and is the only mast for quite some distance, the problem affects both voice & data.

The Three coverage map shows 4G should be good, but it's not, in fact it's more or less unusable.

The Three network status checker has shown the following message for some weeks:

We’re fixing an issue with our network in this area

We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual.

Updates on our work will be posted here. We’re working as fast as we can to build a better, stronger network in your area."

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Fri, 28 Jul 2023 16:47:58 GMT

Hi @JohnD , has there been any feedback from Three ?

Thanks

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

JonathanB — Mon, 31 Jul 2023 15:35:51 GMT

Hi @cancunia,

Sorry for the delay getting back to you about this. It looks like the issue in that area has been closed off now. Have you seen any improvements over the weekend?

Thanks,
Jonathan

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Tue, 01 Aug 2023 17:21:10 GMT

Hi @JonathanB

Interesting ! I can see from the Status Checker for LN11 9SL that no issues are reported any longer, but unfortunately the 4G where I live has not changed at all and does use that same mast. It is still slow at about 1-2Mbit/s & does not work in my house. I gave LN11 9SL as the postcode because that's where the mast is located. If I get a chance, I'll go to the mast and check the speed from 100M in the next couple of days, but from home there is no change at all.

Thanks.

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Wed, 02 Aug 2023 11:14:44 GMT

@JonathanB I've done some investigation using Cellmapper and see that there are several cells from the tower, so although the problem at LN11 9SL looks to have gone away, there are still problems on that tower probably on different cells towards the NorthEast. If you check LN11 9RL, LN11 9RR & LN11 9SA, you can see there are still problems ongoing.

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

JonathanB — Wed, 02 Aug 2023 13:29:20 GMT

Hi @cancunia,

Thanks for this info, and sorry for the misunderstanding. As you say, there are still some issues there, just not in all directions of the particular mast. I've sent a further PM to link you over to some colleagues that may be able to investigate further.

Thanks,
Jonathan

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Thu, 03 Aug 2023 15:16:22 GMT

Hi @JonathanB no need for the apology, until I dug in a bit deeper I hadn't realised there were so many cells on that tower and that it might just be 1 that's not been fixed.

I stopped while driving past Cadwell Park today and checked the signal. It comes from the same tower and has a reasonable 4G download so hopefully 'my' cell will also be fixed at some point.

Many thanks for the PM, I'll follow it up and report back here.

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Fri, 04 Aug 2023 10:54:15 GMT

Thanks to @JonathanB for helping to progress this problem. After some more checking of local postcodes via the status checker and some feedback via PM, it looks as though the issue is due to network capacity on the Stenigot tower as opposed to some ongoing engineering fault / maintenance issue. So far as I can see, the only cell that does not have an issue on the status checker is the one that serves Cadwell Park. My guess is that Cadwell gets the capacity and the others get a low level coverage. There is no Three mast at Cadwell, maybe when / if one is commissioned there, things will get better on the other cells.

Re: Ongoing issues on local masts - Stenigot Lincs (LN 11)

cancunia — Sun, 13 Aug 2023 11:17:17 GMT

Three weeks later, no change.. No end in sight.. No mention of what's actually being done.

It's about time that Three posted some change to the message that gets automatically repeated every 15 minutes.

We’re fixing an issue with our network in this area

We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual.

Updates on our work will be posted here. We’re working as fast as we can to build a better, stronger network in your area.