Broadband near unusably slow the past several days since "working on improvements" was "fixed"

[Midnight54]

I've had a super frustrating past few days with our broadband, especially whilst being ill currently, resulting in the service being unusable for me for anything other than very light youtubing which is low bitrate and web browsing.  Unable to download large game updates (my main game currently has a 200gb update to do before I can play!), cloud stream gaming, nor any type of better quality bitrate full HD and 4k steaming services, kids are giving me hell as they cant video chat etc, nor my work vpn having a strong enough connection.  Long story short, my speed has dropped from around 600mbps+ to 20mbps (BUT......with an interesting caveat on multi files which may be misleading them to think there are no issues with the service).  Now it supposedly has now been logged with the networks team, but for reasons I'll get into later, I worry they will look at it, and think we get 250+mbps.

The error is not just for my hardware, my neighbors have the exact same issue about 20meters away, as does a family member about 1km away, so multiple routers and other hardware.  I've had this router for 2+ years now without issues for the most part apart from a couple of cell tower faults that at least were acknowledged to be faulty a few month back.

I am about 250-300meters from the connected tower, and the router shows as being 5g connected still.  I've had several runarounds (including where they terminate the chat randomly from not replying within about 20 seconds (maybe the person had finished his shift?) and being told there is no reported faults).  My house address is 1 postcode but it faces a different postcode at the intersection, so ie, I could leave front door, walk 3 steps and I'm in the next postcode

On/around the 1st of October (maybe the day prior as I was ill) the Network status page said "Our systems haven't reported any network problems", while the adjacend postcode was  "We're working on the network in this area at the moment.....etc".  By the end of the day, they both said "Our systems haven't reported any network problems", yet the issue was still there.  Obviously time dragged on then started trying to check for updates and look at issues

Historically when the 5g tower goes down, it would revert to the distant tower on a 4g connection (which is too weak to even load webpages 95% of the time but.....thats a different tale), however the router still reports as being on a 5g connection, with signal strength of -81 to -85dBm

Things done (and also neighbours and relatives have done "some" of the less technical steps that also have the issue too - they connect to the same tower:

1. Rebooted router (many times)
2. Alternative APN of three.co.uk, with/without ipv6
3. Only connecting a single device to the router (obv via ethernet) - both pc/linux and also other devices (by default I use it connected to my personal router so its own wifi etc is disabled)
4. Several browsers (as requested by chat) Opera, Chrome, Brave, Firefox, Edge, Safari, etc
5. Full factory reset of the Three router and then direct tests
6. whatever else obvious that I've forgotten to hand

Obviously some of these steps pointless as I can go to my neighbours house and replicate the exact same issues, its not specific to me, but did all the obvious steps

Speed tests are always generally around 15-20mbps, which tallies up with downloading any file getting around 1.9megabytes/sec.

Multiple different speed test sites, googles own, speedtest.net, speedsmart etc also report the same ballpark speeds (obv with the expected variances)

eg

and downloading actual files from test sites eg

So the reality is, for just about everything, I'm getting a usable speed of 15-20mbps

Now - where it gets a little more interesting, and this makes me concerned that the engineers could look at the total speed being sent out and be "thats not too bad?".  When you go to a site like speedtest.net, it defaults to a multi file/stream test.  This reports higher, for example

So....of course that itself is still also way lower than I would normally receive, but that potential speed is not usable speed to me when trying to stream a movie, or download a file or update, only 20mbps is!! And I hope this isn't going to result in the engineers closing the ticket as no issue when there clearly is, its easily replicated.

The saving grace, I can get by with low bitrate youtube.....but I cant watch any movies etc, which is especially frustrating while off work sick too to pass the time unless I'm willing to watch at SD resolution levels

Has something been deliberately changed to cap single connections?

Frustratingly, the postcodes even a few days on are still saying no issues found on the network status checker, when there is clearly a fault, and I know I'm not the only one to log it (sadly been unable to log it in the 3rd location yet for the relatives account as the account owner is currently out of town)

[JonathanB]

Thanks for the feedback on this @Midnight54 and @Griz,

It does sound like the instructions you've received are more relevant to returning a device within the initial 30 day window, as opposed to later cancellations. I'll let our logistics team know about this feedback, perhaps they can amend the instructions sent for scenarios like this.

[Griz]

Yeah it’s a bit strange isn’t it. It’s a one size fits all instruction and the bag is absolutely huge with the label already attached which causes a bit of bother trying to wrap everything up. I had to fashion two makeshift boxes from other things too 😂

[Griz]

Finally received the bags today. After I’d already got in touch to ask why I hadn’t 😂. The agent wasn’t very helpful to say the least but he did say that once I’d posted the returns the cancellation would be activated as long as I get in touch to inform them I’d don’t so. 
I’ve just sent them and got back in touch to confirm cancellation only to be told that once they receive the items the cancellation will be processed. I’d tear my hair out if I had any 🤦🏼😂

I must have had to speak to at least 10 different agents throughout this whole ordeal and most of that has been copy/paste responses with little understanding of my situation. The last agent sent me a message and one minute later said it looks like we’ve been disconnected so closed the chat. I was still processing what he’d said!

shoddy customer services to say the least. 

[JonathanB]

Hi @Griz,

I'm sorry to hear about this experience. I'd recommend to retain proof of postage, but just to confirm the cancellation is processed automatically if you've used the supplied returns bag, then our logistics teams scan this in and it triggers the cancellation to finalise.

If there's any more conflicting info, or if the process doesn't seem to be following expectations, please let me know and I can help clarify any info or point you to more help.

Thanks,
Jonathan

[Griz]

Thanks Jonathan. I don’t know why this couldn’t have been explained by the person who initially cancelled my contracts or the 2 people I spoke to yesterday. I feel like I’ve wasted a lot of my time off work chasing this issue and it hasn’t helped having to explain myself again and again only to receive conflicting information. The fact that the last agent gave me less than a minute to read his response before closing the chat was just the cherry on top of a long, drawn out, painful experience with three customer services. 

[Midnight54]

I had that happen on 2 diff occasions in less than 30 seconds while I'm middle of typing where they disconnected the chat....they are probably trying to go on their break or know its going to be a tricky ticket.  Its insane levels of support on the chat.  I've seen a few bad ones in my time...but it takes the biscuit.....especially as had praised then really over the last couple of years of very few issues 😖

As for your cancellation.  I'm out of contract, but was told it would be cancelled terminated immediately.

The day after Grain was installed I checked the status and it suggests that it likely has based on below when logging in to the account

I think #20 was still in contract (might be wrong on that) - but when they cancelled a week before the next ISP install, was told to switch it off and leave it off else might accrue extra charges, so I'd consider arguing about when the fees will be terminated from

[Midnight54]

Well......enough is enough, surprised I've managed to last so long with unusable net for past 3 weeks and an absolute diabolical customer service chat and networks team, time to book another and get this cancelled!

[Midnight54]

cancellation arranged and agreed with complaints team, just to get in touch with them with reference number for immediate cancellation once new ISP is in place.  Shame it came to this as wanted to stick with Three, but when needs most.  Now I need to sort something out for father in law who has the same problem to the same mast!

[Griz]

Reading plenty of other posts from people up and down the country with the same issues. You lasted longer than I did but I haven’t regretted switching. Still a constant 845mbps connection and no blips. You’d think three don’t want to look after their customers when there’s a cheaper, better alternative literally knocking at their doors. 

[Midnight54]

had "survey" earlier today.  Just gotta await their phone call now to give me an install day, so hopefully not long to go til away from dial up internet!