West London BB coverage issues

[Kirt178]

Live in W5 London, have been a Three customer for several years, broadband  service has been extremely poor over the past few months. Have spoken to tech support and customer service. The advice received is that whilst outdoor signal is strong there are issues with the outdoor 5 router inside houses. No date for fix. The recommendations from Three are to accept credits for poor service or to leave 3 and move to another provider. Staggering response in my opinion. So now on the lookout for a new provider. 

[MichaelP]

Hi again @Kirt178,

I'm just checking in with you after the Broadband service issues you shared here. Did you have a chat with the Home Broadband team yet to discuss a free cancellation?

Thanks,
Michael

[Kirt178]

Hi Michael , thank you for reaching out. No we still have the issues with the very poor broadband service. Threes short term solution whilst we looked got a new provider was to give us unlimited data on our phones and have us hotspot the devices off our phones which mostly works. Interestingly I have now taken the sim out of the ZTE router and placed it in an older 3 Echo Dot 4G Mobile router and connected our devices to it and the coverage is there and our devices work well. Still to make final decision re staying a customer or not. 

[jr0]

imo, if they are offering free cancellation, find a more suitable provider and go for it...

short story here... Once I had a car sales person asking if I had liked the car and I told him that I wasn't sure, straightway he told me he rather not sell me car even if he was willing to lower price, and I went for something else.

In short, if you are not convinced move on or find something different, as each person/situation is a different unique case... 

[MichaelP · Accepted solution]

Hello @Kirt178,

Thank you for sharing this, and we're sorry to hear that you've been experiencing problems with your Broadband over the past few months.

If Three can't offer any clarity or assurances on a fix, credits or a free cancellation may be offered as a fair alternative. We can appreciate that your priority has been for the issues to be fixed.

If you'd like to proceed with a free cancellation but haven't yet done so, please connect with our Home Broadband team for some support with this.

Thanks,
Michael