topic Re: How to get more information about network status ? in Network

How to get more information about network status ?

davidf — Wed, 01 Jan 2025 20:04:56 GMT

Does anyone know how to get more detailed information about network status ?

I strongly suspect an issue with my local 5G mast (which is line of sight approx 500 metres away). When I initially set up my router (around three months ago) in the upstairs window sill where I have line of sight to the mast (approx 500 metres away) I was getting a 5G connection and a signal strength of around -70dbm, which is an excellent value.

Around a week ago performance deteriorated and the router is now showing a '4g+' connection and a signal strength of around -109dbm.

When I enter my postcode into the The Three Network status checker the response is:

'We're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.'

Whilst that is moderately encouraging, it would be much more useful to say whether or not the issue is 5G related or 4G related, signal strength related and/or speed related, or something else altogether. This would avoid me wasting time in raising an issue that might already be in hand, and having to go through all of the 'have you rebooted your router/have you tried another location/all of the other rubbish which appears on the call centre agents screen.

Any help much appreciated, thanks

Re: How to get more information about network status ?

Geluk — Thu, 02 Jan 2025 07:43:28 GMT

Put your postcode in here:

https://www.three.co.uk/support/network-and-coverage/network-support

Re: How to get more information about network status ?

JonathanB — Thu, 02 Jan 2025 16:42:39 GMT

Hi @davidf,

Sorry to hear the signal has been letting you down recently.

We'll need some more info to check into the area, but it's best not to share this on a public forum. if you send me a PM from my profile page: @JonathanB and let me know the affected postcode then I can take a closer look.

You can also DM ThreeUKSupport on X and they'll be able to perform similar checks, or to find other options to call or chat contact us here.

Thanks,
Jonathan

Re: How to get more information about network status ?

davidf — Fri, 03 Jan 2025 12:54:56 GMT

Thanks Jonathon, I've sent you a private message

Re: How to get more information about network status ?

davidf — Fri, 03 Jan 2025 12:57:32 GMT

Thanks for your response, but that's exactly what I've already done - as per my post:

When I enter my postcode into the The Three Network status checker the response is:

'We're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.'

And it's because of this generic statement that I am seeking further detailed information.

Regards David

Re: How to get more information about network status ?

davidf — Tue, 14 Jan 2025 14:29:52 GMT

In order to close off the above thread and for the benefit of anyone reading this, I can confirm that (through private messaging) JonathonB was able to at least confirm that there was an known 5G issue and it was being actively looked into. The issue has since been resolved and I now have the same (very high) signal strength and excellent performance. Still a bit frustrating that more detailed information isn't readily available but I would encourage anyone with a similar issue to raise it through this forum and hopefully get the same support from a moderator as I got from JonathonB. Thanks Jonathon, your help is much appreciated.

Re: How to get more information about network status ?

JonathanB — Wed, 15 Jan 2025 10:24:04 GMT

No worries, thanks so much for your patience whilst we resolved this!

Re: How to get more information about network status ?

SLee — Tue, 04 Mar 2025 07:09:09 GMT

I've been having the same problem as the original post here. Almost 2 weeks now with no 5G on my phone and 5G hub. Postcode KT13 8QW.

Re: How to get more information about network status ?

Maxine — Wed, 05 Mar 2025 12:36:06 GMT

Hey SLee,

Sorry to hear you're having these issues. You can pop over to our Network Checker to see any updates within the area. If you're still needing some help, our Customer Service Team can certainly run some tests to check what's going on.

Maxine