Scammed me out of Two Months broadband that never worked.

[36624]

So Three issued us a 5G hub, on a rolling contract, when my wife and myself lived at a previous house last year through to this year. 

The device/service seemed a bit unreliable, and dropped out a lot, but we dealt with it. But then, from end of Jan - end of March (we moved out after that), the service dropped to an unmanageable level, was about 11Mbps or something for a bit then just dropped out completely to the 0.8mbps mark. 

We couldn't do anything on the level of download/upload speed it dropped to.

We called up Three, and as soon as we mentioned that the service had suddenly dropped out, the customer team ran us through some self-remedial diagnostics on our end. Nothing worked.

We tried them again later and also called up again numerous times over the space of two months, during these calls the customer service teams began to behave in a very scenile and oblivious way with us, to me... this seemed like they knew something on their end about the service dropping out in our area. 
The customer service teams made the ordeal as difficult to navigate as humanly possible, they were asking us irrelevant things about the router given the problem we explained, they would loop us back round to square 1 just when we thought we had finished explaining up to square 5 of the problem with them, getting us to run checks and resets again and again which both parties knew would not solve the issue. Twice they even informed us the network was down in our postcode and they had no idea when it'd be back up, and urged us to stop our service. But then other times they denied there was a network issue where we lived.

They would redirect us to another phone support department or redirect us to the app, both would solve nothing. The app is unreliable and is conveniently full of bugs so that you can never get to where you need to anyway. The app kept logging us out after spending half an hour for the staff to simply check our account. 

We eventually asked to speak to management about the issue, and asked for the weeks we had no service to be refunded.... they offered us £1.25 Hahahaha.

The calls and time we spent trying to get this solved was worth more than the months cost of the 5g hub service, but it's the principle of it. 

They then came back and offered us £5 credit. Again this was insulting. 
When the loss of service quality was nearing 2 months, we asked for a refund for both months, they basically told us to get lost. 

We had spent about 2x the working days on just calls and support chats alone, my wife had missed important work meetings and had to head into the office late due to the 0.9mbps signal we were getting.

Recorded some stuff on screen, and took screenshots of every support chat, which clearly shows them trying to stall their customers from getting issues resolved/their money back. 

We cancelled the contract before we moved house and told them why, but we are considering pursuing our money back through the Financial Ombardsman services, just on the principle of this alone.

Never thought I'd bother with something like this, but that's how they get away with it.
Matters of principle matter. 

We have felt legally pressured to pay Three for a service that wasn't even giving us 1mbps for roughly two months. 

We are also still being pressured to return their dumb 5G hub as well. Another two hours and four failed chats on the app, just to get them to agree to send us the bag for returns. Who knows if it'll actually turn up, and if it doesn't, they've said they'll charge us £105 if it's not back in 15 days. 

Three will scam you.

Dont risk wasting your money on these Idiots. 

[tic_oli]

It's funny how every single time you contact their support about home broadband, they immediately jump into troubleshooting with the same set of pointless questions like: 'Is your hub plugged in?', 'Are you using a wired or wireless connection?', 'How many devices are connected?' and even if you say just 2 or 3, they still claim that could be the issue. And that's just the tip of the iceberg the whole process feels like a waste of time.
They're not running a scam, but it's 100% clear they can’t deliver what they promise. I’ve noticed it myself even with full 5G coverage (the hub signal is blue and the app shows 'strong signal'), I constantly have issues. If it’s not the speed dropping, then it's the latency acting up and most of the time, both come bundled together.

[Paddiewack]

In other words network congestion !

[Paddiewack]

I don’t believe for one second that Three has or would scam you but you clearly feel the service you’ve received fell below par. Have you pursued a written complaint via the Three homepage? It might be worth your while.