At my wits' end

[lfor]

Hello,

I just don't know what to do next, please help me with how to approach Three.

On 18th of September I have raised (yet another) issue with my broadband connection. It was basically unusable, 3mbps speed on 5g for days. I was redirected to a chat with a technician, who asked me - after series of questions - to insert my broadband SIM card into my mobile phone. The reason - I never ever have any issues with my Three SIM card on mobile phone, always getting 300-500mbps speed on 5g. The result - broadband card couldn't even connect to 5g (couldn't connect to 5g on hub either).

The technician decided that my hub is faulty and replacement will be sent in the next few days.

After few business days of no contact I followed up on the case, and was told that it had been put on priority list and the hub will be send shortly.

Surprisingly - after another days of silence, I contacted the support again and again. I have been promised again that the hub will be sent in the next few business days, and I will have a follow up call to confirm the above. None of which happened.

I have raised a complaint, which I haven't even got any email confirmation of. I don't even know it has been acknowledged. All the contacts with the support should be logged under my support case number.

Please, I'm paying for the service I can't use. Have to buy data packs with my own money to tether connection from my mobile phone, which - again - never suffers from any speed/connectivity issues.

What do I do? If anyone could point me in the right direction...

[Lilmisschicken0]

I'm having a very similar issue to yourself. Been with Three home broadband and mobile for years now issues. Been getting 500 plus speed on both, until last week were I'm now getting 3mbps on both 5G home broadband and mobile. I know there is no issue my end, I know its three. I've even gone to a different mast 10 minutes down the road and tested the speed on the new mast and it's perfect. But three are still saying there is no issue.

Why am I paying for service I can't use! 

I actually got better speed on a moving train yesterday 

[JonathanB]

Hi @lfor,

I'm really sorry to hear about your experiences. I'll do what I can to help on my end. I just want to make sure I fully understand everything clearly. So if I've read your post correctly, the issue only affects the Broadband SIM when in the router?

Your phone is working fine with both a Three mobile SIM, and when swapped to the router's SIM card?

It's just where you've said "The result - broadband card couldn't even connect to 5g (couldn't connect to 5g on hub either)." This sounds as though the Broadband SIM didn't work in the phone either? If I've misunderstood, please let me know, but I'm not following how we've determined that the router itself is faulty, if the Broadband SIM has the same issue when used in your phone?

Thanks,
Jonathan