Mifi

[Ger]

My mobile WiFi stopped working and Three tell me there is tech problem but can’t even tell me if they will or can fix it - crap service . 
I need the mobile WiFi for my caravan . 
the call centre staff in India are just hopeless - why are companies still using overseas call centres ? 

[JonathanB]

Hi @Ger,

I believe the associated fault should be resolved, are you seeing any improvements to the service?

Thanks,
Jonathan

[Ger]

It is still showing there is a fault on your Network Status . And I never received an update 7days after fault was reported . Your customer service team promised me an update after 7 days - it never happened???

[JonathanB]

Hi @Ger,

The Network Status checker definitely shows no issues for the postcode you shared here previously now.

We aren't able to discuss your account on the Community, so I can only speculate here, but perhaps the update was sent to your MiFi SIM if the issue was logged against that line.

If the issue hasn't been solved by the fault in your area being fixed, I'd recommend to get in touch with the team again, at the very least it'll be easier for them to diagnose the issue now that the fault is solved.

Thanks,
Jonathan

[Ger]

Been down for nearly a week now and still info about an expected repair date - very poor service 

[JonathanB]

Hi @Ger,

I'm sorry to hear you've been having trouble with your MiFi.

Can you help us understand the issue a little better, for example are you having trouble with picking up signal recently, is your SIM card not working, or does it seem to be an issue with the MiFI device itself? Please let us know a little more about the problem, and we'll do our best to provide advice or point you in the right direction.

Thanks,
Jonathan

[Ger]

Hi Jonathon , my mifi signal stopped working last Monday whilst I was at my lodge and when I checked online it said that there wasn’t any net work problems . I also noticed that my wife and my phone wasn’t getting a signal . I contacted your helpline and spent about 2 hours being passed about and being asked the same questions over and over . Anyway, I was eventually told that there was technical problem , but they couldn’t confirm when or even if it would be fixed , which extremely poor service and worrying as I need my phone ( I’m a vulnerable person due to health issues). I have been checking daily  and it still says there is a problem . Are you going to fix it ? If not then I’ll have to find a provider who will provide the service I require . Also, I’m paying for a service that isn’t available so I would expect a refund . Regards , Ger

[PeteG]

Hello. 

That's not so great. It sounds like whatever technical problem was identified is the cause of the issues you're having. The network team will always be working towards a fix, and will do their best to give you an estimate of when that will happen. 

I'm hopeful that the connection will be back up and running for you before you decide to move on to another network. As this is a customer space, no one here has access to your account, to discuss your request for a refund, you'd need to speak to the support team on chat or by calling. 

Pete. 

[Ger]

That’s nearly a week it’s been down and still no update - extremely poor service 

[Ger]

I should say the postcode is where the problem is : ******