5GMast removed

[Serenity]

Our 5g mast was removed after a Lothian Region bus crashed into it on the Calder Road in Edinburgh. We had an excellent connection until then. Now we have a spotty connection at the best of times. Very slow connection and it keeps buffering and dropping out. Constantly losing sound and picture. We have sky stream and are having major issues trying to watch anything. This has only been happening since the mast was removed. If anyone from three reads this could you please let us know if the mast will be getting replaced. I have tried contacting you by email but got no response. Also tried phoning but the phone keeps dropping out. Need help as we are paying for a very inferior service. A very frustrated Three customer. 

[MichaelP]

Hello @Serenity,

Thanks for reporting this, and I'm sorry for the impact the mast removal is having on you.

I've reached out to the relevant team with details of the incident and mast location to clarify the mast situation. I'll wait to hear back and will share more info with you once I receive it.

Thanks for your patience.
Michael

[Serenity]

Thank you for your reply. I will be waiting patiently, hopefully with some good news from you

[MymsMan]

You may still want to try support via chat to see if they will give you a bill credit for the lost service and/or permit you to cancel without penalty if the outage is likely to be lengthy.

[Serenity]

TThank you, Like I have said before. I still have internet access some of the time. It keeps disconnecting and is very slow. This only happened when the removed the 5G mast because a bus had crashed into it. The signal I had before that was excellent. Just need the mast replaced and all will be fine. 

[Paddiewack]

Have you tried activating WiFi calling?

[Serenity]

I don't think wifi calling will help my 5G broadband connection but Thank you for trying to help 

[Geluk]

You can't e mail 3; use CHAT PAGE, or call 333.

[Serenity]

Tried calling 333 and my phone cuts of instantly. Nothing wrong with my phone. Had professional diagnostic check on it and phone is working perfectly. I was told it was a network issue. 

[Paddiewack]

I repeat have you tried activating WiFi calling?