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...

[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

[lfor]

Hi @JonathanB,

Sorry for not being clear enough.I was on a chat with a Technician on 27th of September, and he asked me to insert my hub sim card into my mobile phone, as - apart from non-existing download speed - the hub could not connect to 5g network. My mobile phone sim card could, and does not suffer from any speed issues.

I put the hub sim card into my mobile phone and it could connect to 5g. The technician also asked me to move the hub to different part of the house, which did not help, the hub was still on 4g and providing awful low speed (my hub sits unobstructed on a window sill anyway, as close to the nearby mast as possible). That's where the Technician said the Hub is faulty and the replacement will be sent in 5-7 days.

The same promise has been repeated by 2 different consultants on 2 different occasions, when I followed up the case after having neither replacement hub nor contact attempt from Three.

Attached are screenshots from my speed test done this morning, first one from three hub wifi, second one from my mobile phone sim card (I'm sitting next to the hub):

three hub simmobile sim

Regards

[lfor]

Another days gone by, another data pack bought, on top of what I'm paying for home broadband... This is beyond ridiculous 

[PeteG]

I'll send you some details in a PM where you can have the issue looked into further, Ifor. Hopefully it can be resolved for you quickly. 

Pete. 

[lfor]

@PeteG @JonathanB So here we are, over a week from my last contact with Three, through the channel recommended by @PeteG. I'm sorry, but I have been given yet another empty promise. I'm sure I'm just unlucky and it's not the way a customer is treated generally.

I had a chat with one of the Three member on Tuesday, 5th of November, who said the following:
Agent: What I'm going to have to do, Lukasz is reach out to our support team as I can't find the code we use for the router you have to put in the exchange document, what I'm going to do in the meantime is send you a recap email so you don't have to come back to chat, and we can communicate via email directly.

Days go by, no contact from Three, no usable broadband, ANOTHER data pack bought to tether internet through my mobile Three sim card. I'm happy to share the Conversation ID as a proof.

[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