5G Network Problem

[AshleyH]

Hi, I live in Waterlooville, Hampshire and had up until about 11:50 today been receiving a very good 5G broadband and phone service.

Since 11:50 I’ve only seen 4G on the router and my iPhone now has 4G after showing 3G for a while. The 4G is unusable with the download measuring around 1 Mbps using ookla.

I have spoken to support who told me that I would have a response within 7 days… no guarantee it would be fixed in that time, or explanation of the problem or ETA. I’m concerned they didn’t really understand the problem and I’m not convinced anyone is even looking at it, as one of their suggestions to get around my broadband problem was to increase my data allowance on my phone. How on earth did they think this would solve a network problem?

I work from home and this is really unhelpful. Are there any tools/pages online that I can check for an update or current status of localised network problems?

I’ve waited years to be able to ditch Virgin media, I did not expect to be missing them after two months. If Three are unable to restore my 5G service in a reasonable time can I terminate the contract and what would a reasonable time be?

Thanks!

[PeteG]

Hello, Ashley.

It's disappointing that you're having network issues so soon in your journey. It's easy to get that feeling that not much is going on when you're having network issues, as most of it happens in the background. Engineers are notified whenever there's an issue though. They will do their best to resolve it. 

It's hard to answer your question in relation to what a reasonable time would be, as it would depend on things like over all impact, what other options were given, is there an upcoming fix date, things like that. It would be best to discuss that with the team on chat or phone as they would have full access to the account and the information relating to the issue. They might be in a better position to advise on that. 

Pete.