Low cell signal for the last 8 weeks

[coffeedrinker12]

Has anyone experienced this? The cell signal bars on my router stay red no matter what I do. This is materially affecting signal. No one at 3 seems to be able to help. 

[coffeedrinker12]

Have been doing this every hour daily for the last few weeks - no works being reported in our area. I say that Three can't seem to help because their own diagnostic reports no issues. I'm just being passed around from person to person, so hoped that someone in the "Community" may be able to advise. 

Strange that the router was perfectly fine for 12 months, and the minute we hit our anniversary the cell signal light just won't shift. I've tried moving the router all over the flat, have reset it countless times, tried various APN options - the whole shebang. 

[KateS]

Hey there,

I'm sorry to hear this and can imagine how frustrating it must be.

If the Network Status Checker isn't showing any reported issue or work taking place in the area, it may be an issue with the router itself.

I'd recommend chatting with our Home Broadband team, as they'll be able to access your account and run some further troubleshooting. If they aren't able to resolve the issue, raising a complaint may be required which they'll be able to help with. 

Thanks,

Kate

[coffeedrinker12]

Hi Kate, thanks for the message. I’ve taken those steps already. 

For the benefit of the Community, I think it’s worth flagging that customers are basically left with no recourse if they’re experiencing faults with their network if they’re on the monthly rolling contract. The practical implications of this “according to internal policy under which there are no exceptions” means no signal booster, no replacement router. This is not set out in the contract nor in Three’s terms and conditions. I was advised by the guy dealing with my complaint that the best resolution for my issue is to switch to a different provider - utterly pathetic considering I’ve no interest in doing that as I know the service works! I’ve since escalated my complaint to the Exec Office who I’m hoping will get back to me.

[MichaelP]

Hello @coffeedrinker12,

I appreciate you taking the time to reply.

Did the Home Broadband team advise that replacing the router wasn't possible? If so, was a reason given for this?

Unfortunately, if no other options are given, changing providers is considered a last resort to ensure you aren't paying for a service in the long-term that you aren't fully accessing. 

We hope you gains some clarity and support with your complaint.

Thanks,
Michael

[coffeedrinker12]

Hi Michael

The reasoning provided was that as I am on a monthly rolling contract, I automatically am not eligible for a signal booster or replacement router irrespective of whether or not my router is faulty. 

After having escalated my complaint to the Executive Office, I received a replacement router within 48 hours - lo and behold, my service went back to normal, which is all I wanted.

The Executive Office clarified that the "policy" that was being recited to me by Home Broadband, first-line customer service, and Complaints does not apply in an instance where the router is faulty. The issue here was that no one from the aforementioned teams was taking me seriously when I said my router was faulty because their diagnostic was coming back clean. 

This entire ordeal was totally unnecessary, but glad that someone at the top of the chain was pragmatic enough to understand that I wasn't trying to illegitmately get my hands on another router, but just trying to get a replacement for a router that (as has now been proven), was indeed faulty. 

[Geluk]

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