5G Home Broadband problem (related to the ongoing mast issue near my home)

[metoo6000]

Hi all,

It has been a month again since the 5G Home Broadband gave such a poor speed (DN: 0~2 Mbps, UP: 1~5 Mbps) and frequent disconnections. This is because of the ongoing problems with the mast near my house, so my route has to connect to the other one around 4 miles away. I've contacted Three so many times to solve it since last October. 

My wife and I work from home, and most of our work-related meetings are disrupted. So it's tough for us to continue this agony. I am still waiting for some response from the Three technical teams - thanks to Jonathan's help, but I feel I am getting to the point of changing the service unless they fix this issue ASAP.   

Does anyone have a similar experience with me? Suppose I should be able to cancel the contract without penalty as Three cannot deliver what they promised, but please advise me on the best way to handle it if I have to cancel the contract. I have a 24-month contract starting September 2023. There was a prolonged service disruption due to the same issue between October and November, and we have had another one for a month now. 

I appreciate your help in advance. 

Sungwoo

[goncalosalgado3]

Hey,

I saw your comment on my post and I actually can confirm with you that if their service is under delivering for a period of 30days continuously, or they just can't provide you with the service that it's promised,  despite the contract it is completely within your right to cancel.

Please check here: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/broadband-speeds-c...

And I can personally confirm that I have done this in the past, 2 years ago, where I was living in a different area.

I know it doesn't fix your internet issues, but at least you can now know that you have the right to leave your contract without no penalties.

[metoo6000]

Hi, 

Thanks for the link. Surprisingly, Three has not signed this code of practice yet, which is very surprising but makes sense for them with this unstable service. Did you cancel a Three contract two years ago?