Dreadful service & Lies

[Threlly]

I joined Three for 5G home broadband last year, I'm well within the 5G footprint and my router gets a good signal on my windowsill.
Early in the morning and up until noon I can achieve over 250Mbps regularly although a dependable speed is rare.
That's where the fun stops.
From midday onwards it slowly degrades until early evening where most evenings anything over 10Mbps is rare.
Yes, you heard that right. Sub 3G speeds.
I have called user support many times and been fobbed off with a few pounds off my bill and they point me to the "service status" page, whereupon entering my postcode gives me:

"We’re fixing an issue with our network in this area
We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual.

Updates on our work will be posted here. We’re working as fast as we can to build a better, stronger network in your area.

You can find more help and advice below. And you can read more about our Big Network Build here."

This message has been there, permanently, since at least January.

Yup...January.

This is nothing less than a criminal disgrace, a lie to disguise a company filling it's pockets, bragging about profits (Revenue up 3% to £2.52bn (2021: £2.44bn) driven by customer base growth) whilst spending the least amount of money it can outside of the capital investing in network infrastructure.

The same-old-same-old.

The moment I am out of this farce of a contract I'm gone, forever.

Liars & thieves.

[Threlly]

It may come to that, however, just as I'm spending time bellyaching about Three on this forum a letter dropped through the door yesterday from Netomnia stating that my block will be getting full FTTH soon. 10Gbps no less!
So that's a nail in the head for Three.

[Avondale]

@Threlly 

There are many reasons for network repairs taking longer than expected. And, in fairness, Three's 5G Broadband is excellent when it works ! 

I wonder whether @JonathanB might be able to put you in touch with someone who can give you more detail on progress and when your service might be more reliable. If you don't get the answers that you want, you might be able to persuade Three to let you leave your contract early.   

[Threlly]

Imagine your gas, water or electricity company saying "it's excellent when it works" !!
This is a utility we all depend on, the scenario you describe is utterly, utterly unacceptable.
Fairness doesn't come into it.

They're taking the money and not providing what they're contracted to.

[Avondale]

@Threlly 

I think that you will find that no mobile 'phone company guarantees you a service, so if you want to be cynical, you could say that they have contracted to take your money but not to provide you with a service. 

It is disappointing that the moderators, such as @JonathanB, do not seem to have responded. Of course, they are the only Three employees on here. The remainder of us are mere customers, just like you.

If you really feel strongly about this, why don't you take the matter up with your bank ? If they agree with you, they will recover your money from Three and return it to you, using a procedure known as "chargeback". The bank will probably insist that you raise a formal complaint with Three first, but it might be worth a try.    

[JonathanB]

Hi @Avondale,

Thanks for tagging this thread, and I'm sorry it's taken me a few days to address this. I totally appreciate the reasoning with suggesting a charge back, but it's not a good route for anyone to follow with a contract dispute. The previously paid bills end up showing as defaulted so it can have a serious credit file impact.

Thanks,
Jonathan