Broadband

[Gazmufcjones79]

Hi all I recently got 4g broadband about 3 months ago to be precise, for the last 2 weeks my signal keeps dropping and also completely cutting out, cannot stream properly. I've looked online to see if 3 are down and there are no reports. I refuse to ring to see what the problem is I know it's not my end it says connected but not running properly at all, also as full signal and I'm fully capable of knowing how to reset things etc and I've tried and it's not working. Funnily enough I've read posts that have said the same things have happened to them after just a few months. If it's 3s problem and it's a mast problem or anything like that it's their duty to notify you as a customer not you having to get in touch. I've cancelled my direct debit for this and they can jump for the money because  they won't get any money till it's fixed 

[JonathanB]

Hi @Gazmufcjones79,

I'm sorry to hear you've been experiencing issues with your Broadband services recently. When you've checked online, did you have a look at our Network Status Checker? This can help establish if there's any planned work, or known outages which may be relevant.

I totally appreciate you're reluctant to call or chat with our teams, but if you're disputing the quality of service it's best to get in touch so that this can be logged on your account and investigated. This will help us narrow down what the specific issue is, for example a fault with the network, router, or SIM card. If the issue isn't a general network problem, it won't necessarily fix itself.

I'd caution against simply cancelling the Direct Debit, once the account is suspended due to overdue bills, it'll become much more difficult to prove that you're not receiving service, and this can also impact your credit file.

I appreciate this must be a disruptive issue, but I'd recommend working with us on this, and we'll do our best to help. We can also check if there's general advice we can give. Here's a few questions and suggestions:

• Can you confirm a bit more about the nature of the issue? You've mentioned signal drops, but that you have full signal. Do you mean you lose connection temporarily, if so how often, and how long does the service drop for? Does a reboot of your router get you back online?
• Do you have a compatible phone or other device you can pop the router SIM into? If so do you get the same experience or do the issues seem to be specific to your Three router?
• Do you have any other Three line, like a mobile SIM? Does this experience similar issues, and likewise, are you able to test this in the router? 

Let me know on the above, and this may help diagnose the issue, or point us in the right direction of next steps.

Thanks,
Jonathan