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]

The rollercoaster of bad service continues, I'm nearly out of contract now, so let's see if I can get the return bag/box for the router and avoid any random spurious fees they try to charge me.
The nightmare is nearly over.

[Bazowl]

Just cancelled today one day past my 30 day cool off period. Had a reasonable service for the 29 days then yesterday afternoon it suddenly dropped to below 10mb even below 1mb on several speed checks. I did a dozen speed test over the last 24hrs used 6 different speed check sites and all recorded the same pathetic speeds. All this and I live 100m from the 5G mast in direct line of sight, in my mind it can only be 3 throttling down my speed, glad im out of it, but others are just as bad

[PeteG]

Hello. 

It's disappointing to hear that you were having issues there, and that you've decided to cancel it. It sounds like the speeds really took a hit for some reason, if the team were unable to restore the full speed for you, I can understand why you'd want to cancel it. 

Hopefully some day in the future 5G broadband will be a more viable solution for you in that area. 

Pete.

[Threlly]

Still garbage. Day after day. Week after week.

[Threlly]

Well, here we are again, another year, another drop in service.
If you can believe it, it's got worse.
Most evenings my connection speed is 5Mbps.
Let's just hear that again.

5Mbps.

Let's see them advertise that on TV.

[JonathanB]

Hi @Threlly,

I'm really sorry to hear about your experiences of our Broadband this past year. It does sound like the network in your area has capacity issues, and it's disappointing to hear that we haven't been able to sufficiently upgrade this since January.

I can understand your perspective around Three's investments if this is the experiences you're having with our service, but I can assure you, there are billions spent on infrastructure improvements. The message you see on our Network Status Checker indicates that we're aware of and working on improving capacity, but there can be a number of reasons why this can take time.

I do appreciate that 7 months isn't a reasonable time to wait though. I'll PM you a link to some colleagues that will take ownership of your complaint, they won't realistically be able to speed up network improvements, but they may be able to give you more insight into what's happening, and if a termination fee is the only thing that is currently keeping you in contract, they may be able to help you leave the contract early if that's what you'd prefer. 

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[stevekn]

when will the ongoing problem of the ZTE MC801 (b15 firmware) dropping internet ( on a good 5G signal) get fixed ?

Does it 2- 3 times a day, and a modem restart immediately re-connects , once it has rebooted 

Left alone re-connects eventually after /minutes/hours !

[Threlly]

Steve.

What is the QA process in Three?
Does it exist?
Do they care?
What power do customers have?

Well...we can jump ship, or, better yet never set foot on the ship.
That, most likely is the only thing three care about. The bottom line.

[jonohanson]

Pretty sure they use that comment on the status checker when they have had a few people complain.  Pretty sure it's all way over subscribed.