topic Re: No signal since Sunday in Network

No signal since Sunday

kelper — Fri, 28 Oct 2022 09:25:40 GMT

When I check the network status for my postcode, I get a vague and unhelpful message.

"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."

I am not interested in whether other users are getting a slower service, I just would like to know when the local mast work might be completed! My postcode is KW14 ***. Chat support has offered a week's refund but I really wanted some news from the horse's mouth.

Outdide my home I occasionally get a weak signal but it is unreliable. My phone has VoWiFi but it does not work well as the other party can never hear me, so it is only useful for receiving text messages.

Re: No signal since Sunday

sc1999 — Thu, 27 Oct 2022 20:21:10 GMT

Try calling customer service and keep pushing buttons until you get through to a human but don't be too surprised if they can't help.

Re: No signal since Sunday

kelper — Fri, 28 Oct 2022 06:16:20 GMT

Do you think I might get through to a person in the UK? The chat agent obviously had no access to any info about mast work and wasted twenty minutes.

Re: No signal since Sunday

JonathanB — Fri, 28 Oct 2022 10:01:20 GMT

Hi @kelper,

Welcome to the Three Community.

I'm sorry to hear the signal has been letting you down the last few days, I know this can be really frustrating especially when there's no clear indication of when the issues will be resolved.

Before any credit would have been offered the team are required to enter information about the issues you are facing, and the location. A diagnostic system gives them indications of the fault and if any estimated date can be given, so it doesn't sound like an estimate was available.

Let me know if you've still not had an update next week, if you're still not seeing any improvements then I can look into further options.

JonathanB

Re: No signal since Sunday

kelper — Fri, 28 Oct 2022 12:30:52 GMT

The chat agent says he was running diagnostics, but that did not seem to give him any information. My SIM only costs me £17 a month and he has credited me a quarter of that for the inconvenience 😂. But thanks, I will contact you next week if there is still no signal.

Re: No signal since Sunday

kelper — Sun, 30 Oct 2022 12:43:24 GMT

The signal was restored by Saturday morning but I never received the promised text message (even though I have VoWiFi.) The network status just said, "Our systems haven’t reported any network problems." as if we hadn't had no signal for six days.

Re: No signal since Sunday

JonathanB — Mon, 31 Oct 2022 16:42:23 GMT

Hey @kelper,

I'm glad to hear this has been sorted., although that's disappointing you didn't get an official message back. I'll keep an eye out for any other reports of these texts failing to arrive. Let me know if you run into any further issues.

Thanks,
JonathanB

Re: No signal since Sunday

Morbeous — Tue, 01 Nov 2022 11:36:47 GMT

Ive had this exact issue in my area WN3 ***. I got a PAYG sim to check how 3 is compared to my current provider. 3 wins everywhere I have been except at home where its unusable!! 3 weeks now ive had this exact message whilst checking Network Status. If I cant get signal at home not much point in switching

Re: No signal since Sunday

kelper — Tue, 01 Nov 2022 12:05:27 GMT

I think for anyone living in the sticks, as I do, all the networks use the same masts. I'm shopping around now not to get a better signal, but to get better support. This community is good but 3's phone and chat support is lousy, even worse than BTB broadband! BT Business has good community mods who sort problems but Tech Support is farmed out to India and the guys there do their best but can't solve anything beyond account stuff.

Re: No signal since Sunday

kelper — Fri, 04 Nov 2022 12:34:31 GMT

I've cancelled my plan with THREE. I could get a SIM only deal for 4Gb at £5 a month with Simply instead of £17 for 4Gb, with THREE. Ironically, SIMPLY is owned by THREE.

Re: No signal since Sunday

sc1999 — Fri, 04 Nov 2022 15:25:16 GMT

I have line of sight to an EE mast but 3 are definately not on it.

Re: No signal since Sunday

kelper — Fri, 04 Nov 2022 15:54:37 GMT

My local mast is transmitting 3, O2, Vodaphone and EE!

Could you go to your Mobile Network settings and disable 'automatically select network' and then 'choose network'

Go somewhere with a strong signal and it will list all the networks available.

Re: No signal since Sunday

sc1999 — Fri, 04 Nov 2022 16:50:31 GMT

If I try and select Vodafone I am told my sim does not support the network.