Loss of 5G signal

[jpcafe]

Hi all,

- 3 months service with 5G speeds around 400-600Mbps

- 2 weeks ago, almost complete drop to 4G with downloads of 10Mbps

- support claims there was a problem with the nearby mast, was being fixed in a few days.

- 1.5 weeks later network checker shows no issues anymore for my postcode but my signal is still 4G

I’m this close to cancelling my service and ask for a full refund. Any advice?

[WanderingSolo84]

Hi,

I'm in Herts and I've had similar problems for about a month now, with Three CS telling me it's an ongoing issue they're trying to fix. I have to turn my hub off and on at least 5 times a night, and at least 20-25 times if I'm home all day!

My hub is only 4G, as apparently 5G isn't available in my area(!), but I have 2 connections set up to allow for 5ghz and 2.4ghz devices but both constantly have low signal or no internet access at all. Three aren't doing anything so I'm beginning to wonder what exactly I'm paying for...I feel your pain!

[jpcafe]

They’re awful at communicating issues.

my internet goes from 400 mbps to 4mbps and they don’t even think of messaging or sending an email… 

and in my case (I contacted support again) it’s a know issue that is delayed because engineers can’t access a private property to fix the problem.

[JonathanB]

Hi @WanderingSolo84,

I'm sorry to hear that you've been experiencing these issues. If there's a known fault, you should normally be able to check if this is ongoing with our Network Status Checker. It sounds like the signal may have reduced or is fluctuating. In the meantime if this is still being worked on, are you able to test positioning the router in any other locations at home? Generally the best places to pick up signal is on or near windowsills, this may help reduce the disconnections.

Thanks,
Jonathan

[WanderingSolo84]

Hi Jonathan,

The Network Status Checker has the generic message about a known fault in the area blah blah blah...and as I said, someone from Three's CS team confirmed there's an issue nearby.

My router is in my bay window, away from all other elctronics that could affect it, so it's in the best possible location for signal. 

I've got to the point where I am considering leaving Three because the service is so bad now.

[jpcafe]

I’ve changed bands, changed APN settings, factory reset, restarted the hub many times.

it seems like an issue with the network. 

[PeteG]

Hello there. 

Welcome to the Three Community. 

Oh, it sounds like your speeds were pretty great prior to this issue. Since the issue has been confirmed as resolved, it's surprising that things haven't gone back to normal for you. 

Have you tried factory resetting the Hub? This usually helps resolve any lingering issues with the device. If you're still having issues after that, it likely means something is still going on in the network side of things. 

Pete.

[jpcafe]

Yes I’ve reset it many times 

[JonathanB]

Hi @jpcafe,

Are you still experiencing these issues? If so, do you use Three for mobile, or are you able to test the router SIM in a compatible phone? This may help distinguish a fault with the router from a network problem depending on whether it's just the Broadband service that's experiencing these issues.

Thanks,
Jonathan

[jpcafe]

Customer service have confirmed it’s an issue with the service