CT9 Mast Issue Work

[crambie]

It's been going on for well over a month and internet speed at times are as low as 3Kbs, old dial up modems were faster. So is there any hope it will be finished anytime soon? Is it an "Issue" as the status page says and isn't really being fixed at all but will be when you you have time to get around to it or something more interesting like 5g?

Also the same message everyday but with a different timestamp isn't really an update.

Thanks

[JonathanB]

Hi @crambie,

I'm really sorry that we didn't pick up on this thread earlier, and moreover that you've been suffering with these slow speeds for so long. I can see you posted on another thread just recently too, so this is still ongoing now?

I appreciate the status checker only really states if there's an issue, and that you'd prefer details and explanation of what's actually going on. We've had similar feedback from other users about this, and I have passed this onto our network and customer experience teams.

I can't directly advise you on what issue is going on locally, but I'll send you a private messages to get you in touch with some colleagues that will look into this further, and offer any help that they can.

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

JonathanB

[crambie]

Thanks, yes it still the same. I’ve already tried that and although they replied quickly they couldn’t tell me anything either. Hard to believe no one at Three knows what the problem is or its status. Or perhaps that is the problem, nobody knows what’s wrong.

[sc1999]

I spoke to social media team on Thursday and was told that someone would call within 72 hours. They rang yesterday whilst I was driving and they said they would call back at either 2.30 or 4.30, bad line. I then received a text saying "we called today but could not reach you. Please call 0333 338 1043 which is un-humaned and talks about wifi calling. 

What a waste of my time trying to resolve my issue. All I want is a stable 4g connection before 3g is turned off.

[crambie]

Yep I know.

I was had a quick look on the support forums of other networks to see how many longer term problems people were having and they all seem roughly equally useless. Having said that at least some would say what the problem was and give meaningful updates unlike Three who pretend the problem and its resolution is some sort of mystery. 

[crambie]

Another month gone, still not fixed.

[JonathanB]

Hi @crambie,

That's really disappointing to hear. I'd like to dig into this a bit deeper and see if we can find out anything more substantial. I'll drop you another PM to get some more info.

Thanks,
Jonathan

[sc1999]

Update.

Just spoken with 3 and they confirm that I am in an area of poor coverage/performance. They could not say if this would be fixed in weeks, months or within the balance of my contract. Compensation offered and accepted. Had I known of the existence of the OFCOM coverage checker I would have gone to O2 or Vodafone.

[crambie]

That’s good. Unfortunately that’s not the problem here, well very poor performance yes, coverage no.

[crambie]

Seems as though I wasted my time asking, I must have been under the mistaken impression that this was the official Three forum.