Finally, acknowledgement from Three that they lied and misled me

[ZXT]

So after several months of 'try moving your router further along the windowsill', Three finally admitted today that they misled me with false promises about broadband to my location. When will the law protect consumers from this disgusting profiteering? 

As I've repeated since October to Three on many occasions, being honest at least allows the customer to make a decision. Instead, they tell lies to keep you in a support loop, hoping to retain custom in time for their eventual improved infrastructure. 

This is exactly what happened at my previous address; 18 months of disruption and lies, eventual admission of insufficient infrastructure, and in the end, service was restored to a decent level (in that case it had previously been good, so not sure what they were doing in the meantime, but some sort of major works, apparently).

So far I've been offered to have one month's fee waived, which is not a satisfactory offer. They also expect me to return the router if I cancel (which wasn't my intention). I've gone from 150-450mbps to 0.5-30 mbps with dropouts and inability to stream content such as live sport reliably. I've even said I'll be reasonably OK with 20-30mbps as long as it's consistent and reliable (and price reduced for the non-existent 5G I'm paying for).  

The customer service has yet again been utterly appalling.

[Paddiewack]

If you really believe you’ve been lied to and misled (strong accusations) then you need to seek legal redress because in principle it’s sounds as though you’re accusing the company of deception. (Correct me if I’m making an incorrect assumption).  For my part I don’t accept your interpretation of events. Maybe I’m being overly cynical but there it is. All conversations with Three are recorded (for good reason) so it would be interesting to hear them.However your place is the legal route not a spleen venting posting on a public forum.

[ZXT]

You can call it a 'spleen venting' if you like, for me it's simply posting this to get the issue stated somewhere public, and perhaps help alert other potential customers to avoid the issue. I'm not familiar with this forum, and hence also hoped I might get advice from other users. Given I've been a loyal customer since they took over Relish, and I endured over a year of the exact same scenario at my previous address (and again they ended up admitting what I'd said for months, no issue with router or devices as they repeatedly claimed, but infrastructure insufficient, which was eventually resolved), I don't think it's unreasonable; you're free to ignore it. Thanks, though, for suggesting the legal route. Given Three have, in the latest reply, been honest about the situation and my assumptions, I think I would have some grounds for this, though realistically I doubt I'll pursue it. Your cycnism does somewhat surprise me; if you look at social media, for example, there are absolutely scores of people reporting similar issues.

[Paddiewack]

Cynicism is seen as healthy and I’m A1 ! You mentioned loyalty and I reply so what. Loyalty counts for nothing. Three are a business not a charity and you chose to stay with them out of how much less you’d  have to extricate from your pocket not because of your perceived love of the brand so don’t try that old pony on me.  I’d still love to hear the telephone conversations in which you allege (failings) let’s call them that. I personally think you’re trying to leave the network for whatever reason and all this smoke daggers and verbal pontificating is your route to that. Anyway I’ll leave you considering your options but when people come on here and talk about their loyalty then you know their argument has gone from 5g to 2g.