topic Re: Whole network speed issue in Network

Whole network speed issue

Griz — Tue, 15 Oct 2024 11:17:11 GMT

Having contacted 3 two weeks ago and being reassured that recent work had been carried out locally, I’ve had to contact them again today for an update. The previous advice was that the issue had been resolved and to keep restarting my devices to see the speeds return to normal. This hasn’t happened.

Today I’ve been told that it’s now a nationwide issue and the only advice is to wait for the issue to be fixed.

What I would like to know is, having already waited 2 weeks and still paying for a service which has seen my speeds drastically reduce from 100s mbps to 20-30 if I’m lucky, how long am I expected to wait before I can cancel my services without being charged a cancellation fee. I’m already seeking alternative options from other providers.

Re: Whole network speed issue

Griz — Tue, 15 Oct 2024 11:19:11 GMT

Just to add. This is concerning both home broadband and mobile sims across multiple devices both WiFi and Ethernet

Re: Whole network speed issue

Midnight54 — Tue, 15 Oct 2024 18:35:01 GMT

Sounds like my issues gone from typically 6-800mbps to 15-20mbps, 30 at the absolute best on some tests. About 200-250m from the mast with line of sight. Some sort of capping going on, you can get a bit more speed out of it if you eg download more than 1 file at a time or in blocks, the limit is per filestream, And then the last 24hours or so to more like 2mbps. Very little updates, I did receive a call back end of last week, a bit broken english so wasnt too easy to understand but basically they said theres a problem (without saying what the problem is or how long it would take to fix) and if I'd like to cancel immediately.......well obv if I do that I need to make some arrangements first for an alternative for work (which I may for 900down/900up for about £3 more).

The infuriating thing though is where is their statements if its nationwide, and their postcode checker still reports as if no issues at all across all the houses near the mast that I know are affected

Re: Whole network speed issue

Griz — Tue, 15 Oct 2024 18:49:41 GMT

Do you live in Hartlepool too? That sounds exactly like my situation. I specifically asked if it was a nationwide or local issue 4 times before they eventually conceded that it was the whole uk. I also asked how long I should continue to wait but they were unable to answer. I also asked what the actual problem was but they didn’t attempt to respond to that.

Sounds like your alternative is grain. Which happens to be my go-to too. Seeing that I have 2 x 3 home broadband routers I’ll actually save money but also get half price for 9 months. Would be a fool not to give them a go

Re: Whole network speed issue

Midnight54 — Tue, 15 Oct 2024 19:15:16 GMT

Yes same town, I made a post about it previously here https://community.three.co.uk/t5/Broadband/Broadband-near-unusably-slow-the-past-several-days-since-quot-working-on-improvements-quot-was-quot/m-p/37920#M6969

Re: Whole network speed issue

Griz — Tue, 15 Oct 2024 19:32:30 GMT

What are the chances 😂. I also live within a couple hundred meters of the mast (king oswy). I read your post earlier and it’s baffling how three can be aware of these issues and seemingly doing nothing. I’ll be glad when they ring me and hopefully offer to cancel my deal!

Re: Whole network speed issue

Midnight54 — Tue, 15 Oct 2024 19:46:56 GMT

Ha same one. However, not seeing waves of posts from other areas, so is the "nationwide" thing a load of BS and they can't be bothered to sort it, as it is more than noticeable when can't stream anything above Youtube bitrates

Re: Whole network speed issue

Griz — Tue, 15 Oct 2024 21:16:29 GMT

Nothing adds up so who knows. Either way you look at it we’re not receiving the service we’re paying for and we’re being told to wait for an indeterminate length of time. It’s just not good enough.

as a side note, I can’t believe we’re both in more or less the same post code 😂

Re: Whole network speed issue

Angels — Tue, 15 Oct 2024 22:15:54 GMT

We have the same issue here on the Isle of Skye so does like a UK wide problem. Hope they fix it soon.

Re: Whole network speed issue

Midnight54 — Wed, 16 Oct 2024 10:11:11 GMT

Based on your other post, you state a signal problem. Assuming you're on low signal strength bars I don't think that is the same issue as we have a strong signal still

Re: Whole network speed issue

JonathanB — Wed, 16 Oct 2024 11:21:36 GMT

Hi @Griz, @Midnight54,

Sorry for all the disruption you've been facing with your connections lately.

The more widespread issue mentioned should be resolved now, but I don't think it's likely to be connected as you've mentioned these issues have been going on for a couple of weeks now, and that issue was much more recent, it may have been affecting the tech team's ability to investigate other issues though.

We're doing some work in the area you've both mentioned. Please let me know if you see any improvements over the next day or so.

@Angels I've also replied on your thread, it does look like this is also a local issue we're working on today.

Thanks,
Jonathan

Re: Whole network speed issue

Griz — Wed, 16 Oct 2024 12:02:11 GMT

On the contrary. This morning I ran a speed test on my phone through the WiFi router and received 380mbps. Then I tested my Apple TV connected by Ethernet and got 50mbps. Having just returned home I’ve ran another test on the tv and it’s now giving me 0.6mbps. The WiFi 0.5. My signal strength has dropped from 4 bars to 1.

Re: Whole network speed issue

Midnight54 — Wed, 16 Oct 2024 12:14:23 GMT

The router has now connected to 4g+. For my house this indicates we're connecting to the mast around the Brus sort of area of (I could confirm with the Cellmapper app if I went out) .. unfortunately yup we only get 1 or 0 bars for that and lucky if a page even loads.......... however it is a positive hope that they may indeed be working on our mast by the golf course right now

Re: Whole network speed issue

Midnight54 — Wed, 16 Oct 2024 12:18:15 GMT

oh and this is how bad the speed gets late at night last night, even slower than the daytime

If do speedtests make sure to set the test to single stream else get skewed results which may have temp given the 380mbs when single file would've been less than a tenth of it

Re: Whole network speed issue

JonathanB — Wed, 16 Oct 2024 12:17:53 GMT

Hey @Griz,

Sorry I could have been clearer there. There's work scheduled which should be ongoing now, please let me know if you see any improvements by this evening or tomorrow morning. There'll likely be some further disruption whilst the engineers are on site, but hopefully this addresses the problem you've been experiencing. If not, please let me know and I'll check into how we can escalate this further.

Thanks,
Jonathan

Re: Whole network speed issue

Midnight54 — Wed, 16 Oct 2024 12:59:09 GMT

Local tower now connected again,Hopefully not a sign that the work is finished as unfortunately same speeds, around 8-10mbps single stream. Will monitor, no option but to

Re: Whole network speed issue

Midnight54 — Wed, 16 Oct 2024 14:12:00 GMT

The network status page now says once again there are no network issues after saying they were doing work earlier, but the problem still persists around 8-10mbps

Re: Whole network speed issue

Griz — Wed, 16 Oct 2024 15:28:18 GMT

Yeah, same. When I spoke to the online chat yesterday they said they’d call me today to discuss the issue but I haven’t received a call. My wife has had a missed call from an apparent 3 agent who spoke broken English and mumbled something neither of could understand by voicemail but she hasn’t even been in touch with them about the issue and I was logged in using my number when I requested the call. Just another day lost and no further forward

Re: Whole network speed issue

Griz — Thu, 17 Oct 2024 09:55:19 GMT

Another day, another 15mbps single WiFi and 40 mbps Ethernet. Still no contact from three. Still trying to watch while everything buffers every ten seconds.

Re: Whole network speed issue

Griz — Thu, 17 Oct 2024 09:57:21 GMT

Forgot to add, network status still states no known issues even though the ‘work’ carried out yesterday hasn’t fixed the problem.