5G Outage in Milngavie

[superdode]

Hi Guys, I recently took out a contract on a new 5G router. Things have been going really well up until Friday where there was a service outage. I contacted customer support who said it would be back this morning but no luck. Contacted support this morning and they now say it could be another 7 days!!?? 

Has anyone else had a similar experience and will it ever go back to the way it was? My speeds were 200MB down and 50MB up.

Thanks in advance for any advice.
@SarahC @JonathanB 

[JonathanB]

Hi Superdode,

Welcome to the Three Community.

I'm really sorry to hear that you're facing this disruption to your connection since last Friday. Most faults and engineering works don't last too long, but occasionally after assessment the estimates need to be revised. This may mean the issue is more complex than expected, that we are awaiting specialist parts, or are having to coordinate with other organisations, such as utility suppliers, landowners, or local authorities.

Hopefully you'll see a return to the prior speeds soon, and if there's any updates that can be shared, they'll be added to our network status checker. Please let us know how things go, and if you're still facing these issues after the 7 days.

JonathanB

[superdode]

Hi Jonathan, thanks for coming back to me. I hope that you are right and will be back in touch if things are not resolved. I did however wonder, is there not a line of communication between departments at three that could give me a more detailed outline of whats actually going on on the ground?

Thanks, Superdode

[NumberSix]

Good luck! I took out a new contract 2 months ago with the promise of 5G connectivity in the Enfield area of London. There are still "network issues" and I struggle to get 3G transfer rates. No sign of when the problem will be resolved... 

[superdode]

Jeez, that's doesn't fill me with confidence. I spoke to a guy in the shop yesterday where I took out the contract. In the wind up the best advice he could give me was to find the 5G mast myself and talk to the engineers directly to find out what's going on!!?? Its pretty shocking service. I can't understand that neither the phone support team or the shop staff can make contact with the company engineers to get me a simple straight answer. Meantime my business continues to suffer. Very dissapointed. 

Thanks for replying.