Slow speeds

[macko]

I have the broadband hub and have been with Three for quite a few years, has always been decent enough for me but the past few days I am maxing around 2.5 Mbps download but with around 80 Mbps upload, oddly enough my phone which is on iD (who are on the same network) are also having similar issues, rang customer services regarding the hub and I received the everything is fine, no problems reported but 'call back in 7 days, here's a fiver' which I have seen quite often now.

iD, regarding my mobile and it's equally awful download speeds have said the same, 'ring us back in a few days if it isn't fixed.'

Anybody else having this ? I'm based in Liverpool.

[WCAT-16]

Same problem here (south Warrington) suddenly started a couple of days ago.. Speed drops to 0.3Mb/s and a few minutes later up to 30Mb/s. (for past few months has been 100 to 200 Mb/s). THREE support was indescribably awful and useful. 

[PeteG]

Hello there. 

Welcome to the Three Community. 

That's quite a drop in speed, thankfully it at least went back up a bit. If you haven't already, I'd restart the hub to see if that helps. You might also want to check out the Service Status page to see if there's anything going on in the area that might have impacted the signal or performance. 

Pete.

[WCAT-16]

Today speed is steady at 150Gb/s. I haven't changed anything. I didn't follow the advice of silly support person online (WhatsApp chat) yesterday who made me spend 40 minutes validating my account and sending me OTP before being willing to reveal that the THREE website said there were no problems at my postcode and I should try taking the SIM out and cleaning it, or could I try a different modem.

I have been in this forum for 2 years as WCAT-15, testing different 5G hubs and reporting differences and problems with software versions. But suddenly my log-in details did not work any more (Forum admins never replied for request for help). So I created new membership WCAT-16.

THREE 5G is excellent when it works. But again yesterday I was unable to work from home (website designer), so I shall be going back to full fibre instead of 5G (price of fibre has come down over past year, so now not much more than THREE).  

[macko]

Hi all, many thanks for your replies.

I was offered a credit of around 5 pound. Issue is I took my router to another address today (about 4 miles from mine) and lo and behold the speeds were great again. I rang customer services to report this to highlight the fact that it is an issue with my local area. I was told basically that there is a chance that this problem won't be going away anytime soon and was told I could leave immediately without any cancellation fees (still had 1 and 1/2 years left on my contract). So I took him up and now I'm no longer with 3.

3 was the best service I could get due to some bizarre issues with landline/fibre set ups and whatnot, and have to say for the past few years the speeds I have been getting have been great.

Shame it's come to this, but there you go!

[JonathanB]

Hi @macko,

I'm sorry to hear this is the outcome, but glad to hear the team came to a reasonable conclusion of waiving the fees. It's disappointing when coverage reductions happen, but we're continuing to invest in our infrastructure. Hopefully by the time you end your agreement with your next provider, we'll have made some substantial improvements in your area.

Thanks,
Jonathan

[JonathanB · Accepted solution]

Hi @macko,

Sorry to hear that your connection has been letting you down lately. It sounds like a local network issue if this is affecting your Broadband and an iD mobile connection. It's a bit strange to hear that you'd be told everything is fine, but to be offered a credit. There was definitely no mention of a known issue we're working on? If you check our Network Status here, does that confirm if we're aware of a problem?

Thanks,
Jonathan

[Neurone]

You're probably in the same boat as me, I'm in South Liverpool.
They've chopped the infrastructure but user contention has grown.
They essentially told me 'tough'.
Keep paying and put up with it, not happy? cancel your contract.

That's it.

I'm cancelling, sick of them. Fibre is here now, so I can get 1gig up and down !!!! for only a tenner more.
It's a no brainer.
When it comes to bad service Three make BT Openreach look like amateurs.

[Possy67]

My data speeds have been bad for ages now, used to have 4G 30+mbps downloads and about 20-30 upload, but for nearly a year now best I am getting is 5mbps download and 2-4mbps upload and same old nothing wrong with the network locally or nationwide response from three support C/S 

[macko]

nb. I should add that my phone's speeds I recorded was whilst I had it's wifi switched off and only used it's cellular data!