6 Months of Poor Service

[Caph]

How long are we expected to put up with terrible service? For 6 months there have been issues with my local mast according to three's status page. I'm paying for a service I'm not getting. Last night my download speed on 5G was 0.04mbps. I would be better with a US Robotics Sportster 56K dial up modem from the 90s.

 

[Caph]

Hi Jonathan, I will do that thanks. Tonight the internet stopped completely at around 11pm and didn't come back on for quite a while. I had to switch to my mobile phone on the three network as a hotspot and then the internet on that stopped so I had to switch back to the router which had a barely usable internet connection. It really is getting beyond a joke now.

[JonathanB]

Hi @Caph,

I'm sorry I haven't been able to catch up on your situation till now. I'm sorry to hear that there's been issues with your speeds and service for so long, it's certainly not the experience we want for any of our customers.

I'll PM you a link to an escalated support team who will do their best to help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Threlly]

I can beat that, I've been getting that message since January, so 9 months here.
I'm waiting for fibre to be connected here, a few months they say, then I'm off out of this disaster.

Basically Three have stuffed millions of pounds in their pockets and the pockets of investors that should have been used to invest in infrastructure, so contention in the evenings is now killing the service.

I complained SO bitterly that I now have a note on my account that I can exit without the fee whenever I want, and I can promise you...I will be.

[Caph]

Relocating didn't work. It still manages to lock on to the 5G signal. Terrible again last night so I ended up using my phone as a hot spot and that was pretty bad too. I am paying for a service I don't get and can't use. I guess I'll just have to lodge a formal complaint with them and Ofcom and see what happens.

[Caph]

Another night of poor internet culminating in total loss at 9.30pm then unusable when it reconnected. I'm pretty sure it's the 5G because I ended up using my phone as a wireless hotspot but downstairs I only get 4G on my phone and that worked OK and that is also using the three network. The thing is there is no way on the router to say only use 4G and not connect on 5G. I think I'm going to have to relocate the router somewhere where it can't lock on to the 5G signal. This service really is a shambles.

[Caph]

Another night where they turned off the Internet connection for a couple of minutes causing my VR headset to crash out.

 

[Avondale]

@Caph 

I wonder whether one of our moderators - @JonathanB or @JohnD - might like to comment ? 

[Caph]

New low tonight. Three just turned off the Internet for several minutes.

I work in IT in a small company and we have to inform all users of an intended outage. But the incompetent managers at three, a multi million pound company seem to think they have no such obligation to their customers. They treat us with utter contempt. I don't think I've ever seen such a mismanaged company since NTL.

 

[Caph]

Can anyone tell me how to make a complaint about this without having to resort to ofcom? I've tried several times to contact support but it' seems to be impossible.