5G Broadband Mast Replacement Time

[DazzaDCFC]

Hi,

I currently have 2 x 5G broadband connections (one for my main house and one for my home office as home network wouldn't reach).

Unfortunately, recently the local 5G mast either caught on fire or was set on fire. This means that the 5G mast has now been taken down and my 5G broadband has reverted to a very poor 4G signal. I am unable to work from home effectively as I need a decent internet connection with a low ping in order to do so.

Could you help advise what I need to do. I've contacted customer services who assure me that it will all be resolved within the next 7 days, but I honestly can't see that happening. I've been down to where the mast once was and the grass in which the mast was sited has had grass seed put down.

If there isn't a resolution imminent, I will need to cancel my subscriptions and go elsewhere (which is unfortunate because up until this situation I was very happy with the service provided)

Just for reference, the mast I am talking about was one sited in Calverton, Nottingham.

[JonathanB]

Hi @DazzaDCFC,

I'm really sorry to hear about the disruption the unexpected removal of this mast has caused. I've had a look into this using the info shared, and unfortunately the mast is having to be entirely replaced as the result of an arson attack.

There are plans to fully restore service, but we unfortunately don't have a timescale. The nature of the damage means we have to essentially replace the entire mast.

Have you seen any improvement to the 4G service in the meantime, or is it simply not getting you a suitable connection to work?

Thanks,
Jonathan

[fosi]

Its almost three weeks with out internet it buffers all the time and our phones keep dropping out , I want to cancel all my contracts with three. They are taking the money but giving no service, I have cheked with offcom and they say i should be allowed to cancel my contracts without any costs.

how ever when i speak the there customer service they keep saying i will have to pay penalties????

no customer service in the UK only indian and that is very hard to understand they also seem to struggle to comprehend the problem. very very poor reponse from three. I Have informed three that i will cease to pay anything from 25/10/2025 and that i am seeking legal advice.

[PeteG]

Mobile networks are allowed time to work to try and resolve issues. It sounds like the team are doing their best to work towards a solution. This does mean that sometimes you will need to bear with them, and wait out the estimated time frames for any repair or maintenance to complete.

Pete.