Three 5G Broadband Issues & Customer Service Team

[dave_goodwin]

I am having issues with a malfuncting ZTE Three 5G Broadband Router.

The rouer is dropping signal regularly and the sppeds are so low it will not allow catch up Tv to run - which should only need 3-5mbps to work.

On contacting the technical dept they said they would carry out some technical tests. I was then told the ests showed there was a network issue. I then advised the representative that the router sim had been tested in a phone at the same position and the netwrok was fine. We also have two Three 5G mobile contracts. Bith phones work fine with data on network.

I also have another three 5G Broadband router which works fine in thta location with no network issues.

I was told there was nothing could be done as they has carried out technical tests on my device.

Obviously I am not going to pay for a device and service i'm not getting so the adviser agreed to cancel the contract. Ten minutes later I received a text saying i'd need to pay an additional £231 in charges.

I have soent more than 13 hours on Live Chat and calls trying to orgnaise a resolution. 9 hours down the line I was offered a like for like replacement device. I refused as I think it is unbekievable that i'm being offered another failing device as I have already had two of these ZTE routers and they are simply not fit for purpose. After 9 hours I would have expected some goodwill for my time wasted trying to sort a simple issue.

I will be updating this thread as my SAR request is recieved. I feel it is important Three Broadband customers understand what I have learned from this experience.

None of the people who claim to be Three Customer Complaint or Technical Team Managers are actual managers. They all just say they are managers.

None of the tests they claim to carry out 5G routers are real. They simply claim it is network issues and make it out that you don't undertsand the technical wrk they are doing. There is no technical work being done.

I will evidence this when I recieve my SAR request as two representitives admitted on Live Chat and calls that they were lying about tests.

I understand what has happened because I have another Three device which works fine. I believe that they will be doing the same with other customers and it is shocking that they are lying to people to avoid servicing malfunctioning equipment.

I will post the details as I receive them.

[ns1]

I have had the same issue for months. Why can't they explain transparently here what the issue is and how they will resolve it without resorting to obfuscation and, it appears from other comments, lies? 

[dave_goodwin]

It is virtually impossible to get support for a complaint through Three.

I have asked for a postal address or email to submit a complaint as I cannot stay on Live Chat for hous at a time.

They refused to give me a way to contact.

[KateS]

Hey @dave_goodwin,

I've sent you a PM with the details requested.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate

[Sharkygirl]

Hi Kate 

I am having the same issues as Dave. My Router is constant dropping connection since day 1 of being installed May 17th, today I've rebooted over 30 times and the lights on the router are still showing a signal but there's no connectivity as soon as it's rebooted it's OK for a short period before dropping again. I can see the 5g mast from my window. Today was the 3rd time I've waisted hours talking via chat which us difficult with a fractured wrist following an accident in the 18th May, so the struggle to type to agents who send you in circles or constant rebooting is the last thing I want to be doing. I asked for a replacement router as the issue is obviously between router and my devices as reboot works every time. 3 weeks ago I was told it was Network mast issues and to wait 7 days and £2.53credit which was not added when the billing email arrived.... Today told exactly the same. I pointed out this is 6 weeks of issues and I asked to speak to a supervisor, they then offered to cancel the contract. This is probably the worst customer service and showed no interest in trying to solve my issue or retain my business. Any assistance you could provide would be great appreciated.

Thanks liz

[Unnamedhn]

Three tend to cap speeds which is why I buy my router off the company or used one off eBay. I got rid of mine and bought zte off Amazon 

[KateS]

Hey @dave_goodwin,

Sorry to hear you've had trouble with the Home Broadband device that has resulted in you cancelling the contract.

I'm keen to take a look into your concerns, I'll PM you have instructions on how to reach out to some collegues who will be able to help here.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate

[dave_goodwin]

I'm afraid they won't support me. Indeed the technical and customer care team have both lied about actions carried out over the course of my enquiries. I even had one staff member telling me they were carrying out remote device testing even though the device was unplugged.

I've prbably had 14-15 hours of phone calls and live chat discussions trying to fix this.

There is no jepoardy for staff who provide false information to cusotmers as there are no managerds willing to check what was said.

There is also an orgnaisational cutiure where staff pretend they are managers.

The whole system is set up to stop customers getting assistance.

[StellaStar]

Your not alone-im having issues getting my ZTE Router to even let me sign in-its like I've been locked out so I can't resolve it-will see if it's working tomorrow cos I give up wasting my time on it.

[Ming]

You are not alone, poor service