How Long will KT10 infrastructure upgrade take?

[NewbieHere]

My 5g broadband in KT10 has been virtually unusable for more than two weeks so far, The message on the three network checker, updated every 30 minutes, is always the same & gives no idea when it will be completed & normal service resumed.

I called customer service 10 days ago  they promised a text update to my EE mobile phone  after 7 days but that didn’t materialise.

Please can someone from three reach out to me & explain when this infrastructure work will be completed & how 5g Broadband customers will be compensated for such an extended period of inadequate service.

[StephR]

Hi @NewbieHere 

I'm really sorry you're still having such a rubbish time with your 5G broadband connection. It sounds like the issue in your area is a little more complex that first thought. I've sent you a PM with a few more details so we can get this looked into for you, and get you an update.

StephR

[NewbieHere]

Hi StephR,

just an update, it’s now more than a month since my 5g broadband went pear shaped & still the message on the network checker is the same. Ie I have no idea whatsoever when this infrastructure upgrade will be completed.

3 customer service credited me with the equivalent of 1 months charges so I haven’t had a bill this month ( thank you ) but I really would like to know when the work is likely to be completed. Surely someone at 3 knows.

[StephR]

Hey @NewbieHere 

I'm so sorry things haven't changed much over the last month. I'm glad our customer service team sorted your bill, but I appreciate how frustrating it is to be without a good connection.

Have a check of the PM I've sent you - we'll do all we can to move this forward.

[NewbieHere]

thanks StephB, I’ve done as suggested, Muz has raised a complaint & escalated it to 2nd line technical support who hopefully will get back to me within 72 hours.