yesterday - last edited yesterday
Hi All,
This my first time ever ordering anything from Three. Ive had Sky BB for years years at my apartment but this time round decided to move away from traditional home broadband. We cannot get Full Fibre hence the reason i decided to get 5G Home BB.
I had a look at both Vodafone and Three with the later offering better coverage in my area.
I placed an order online on Wednesday but for some reason the First Name wouldn’t allow me to enter my Full Legal First Name so i went ahead and used important part of my First Name. Order placed, gone through etc.
I rang CS and asked them to add the missing parts of my First Name and they said it cannot be done. Only option was to cancel my order and place it over the phone. Order cancelled and new order placed over the phone.
In the evening received an email from DPD Ive got two parcels (From Three) with separate tracking numbers being delivered next day.
So i rang Three again next day and was told that cancellation wasn’t done properly. Let us process it again. Cancelled DD and arranged Returns Bag (which im already dreading it after reading horror stories about Three returns).
In the afternoon that day i setup the Outdoor Hub (indoors for now) and Eero to test the connection etc. Everything worked fine apart from me not being able to connect to my work VPN. To test the theory i tried it via my Sky BB and it worked. To rule out Eero i connected Outdoor hub direct to my laptop and I couldn’t connect to VPN. Read few posts on here about similar issues with Indoor hub so i thought change the APN name to Three.co.uk but it didn’t help. Next step will ring Three later.
Decided to tidy up the cables for now. Unplugged everything and powered again and my Outdoor Hub was unable to lock the signals. Led screen showing ON. Connected the Hub to laptop and noticed APN was showing disconnected. Changed the APN name back and forth nothing happened. Installed the sim in my 16 Pro and it was clocking speed in excess of 1 Gig. Did factory reset, did hard reset via the pinhole button and nothing.
Rang Tech support in the morning and they made me to do all the troubleshooting Ive already done including changing the APN name to Three.co.uk but nothing helped.
Transferred to another department to order replacement order for hardware. Advisor said it will be 5-7 working days before we can deliver your replacement order unless you cancel this account and place a brand new order which will get delivered next day. I was astonished when he said that. Maybe that is how Three treats their existing customers. I said No as I already had one cancelled order sat in my hallway to be returned.
So here i am waiting for my replacement order god knows when it will arrive and knowing the fact I still have to deal with sorting out work VPN issue.
I might have to cancel Three all together if work VPN is a no go.
Back to Sky maybe.
Sal.
yesterday
We don't need all this content! BE SUCCINCT.
yesterday - last edited yesterday
Thanks for your input.
But then i cannot claim Three are extremely poor BB service provider (politely put ) without sharing my whole experience. That would be unfair.
yesterday
Just rang them earlier to get some kind of update (after reading one of the post here where fellow member had been waiting for replacement hardware for weeks). Explained myself to the advisor and he started lecturing me about the difference between New and Existing customers. Apparently according to him New Customers gets High Priority over Existing Customer. Now that i am 4 days into my contract I am classed as an Existing Customer so i will just have to wait. This turning out to be the worst experience.
Ive been with EE since T Mobile ere and they never treated me like this. Even the faulty iPhones were replaced with next day door to door box to box service.
Im kinda leaning towards cancellation now. And the CS not based in UK doesn’t help either.
