NO WiFi signal or 5G in area

[DDK]

For 2 days now there has been zero WiFi connectivity on my 5G router or through my phone 4g/5g service. The website says there is an ongoing issue in the area. This isn’t acceptable for 2 days, no explanation of when it will be fixed, no customer service to expand further on the issue. It’s in Hedge End, Southampton. Anyone else have this issue or can shed some more light on the fix?

[35659]

Just seen this thread (18th APRIL) - I've had so many calls with these clowns and they've never mentioned this!

One call was actually on March 17th, when I was promised that they expected it to be sorted within 7 days.

As a result of my most recent call, I decided to take out a separate contract to try an external hub, because for some reason they couldn't/wouldn't simply send me one. When I called sales, they put in my postcode and refused to sell me a home contract, because their database stated that they couldn't provide home broadband in this area!

But they've never told me, as an existing customer, that this is the case - neither have they mentioned this in any of the calls. Had I not contacted them, they'd have carried on, merrily taking my money each month.

At what point does this become fraud?

I did receive a couple of warnings over the past year or so that they'd be switching off 3G access, but there was never any mention that this would affect my 5G or even fallback 4G service.

Absolutely disgraceful, such a Mickey Mouse shower.

[35659]

You know when you don't know whether to laugh or cry? Well, I'm laughing, finally! 

See my note above about how they wouldn't sell me a new 5G contract in *******? Well I applied online 2 days ago and after going through presumably the same feasibility checks, they took my order for unlimited 5G at £21/month. This is for an external hub, which I'd wanted to try. 

It arrived yesterday and now we're running at over 300mbps! Not just at the antenna, but on my phone I've just downloaded a 2gb test file in under 2 minutes. 

Incredible - yet their sales were given data suggesting that they couldn't sustain 5g in this area.

Positioning-wise, we're aiming in the completely opposite direction - towards Horton Heath, not Turnpike Way as we previously were.

Three have offered to cancel our existing, failed 5G contract without penalty, despite it running until November '25, so I'm hoping that they honour that. 

Hope this helps somebody.

[Damian1]

Yes , i have called three and they know there's a problem in the area but it's already been over 3 weeks now that we haven't got signal or Internet from three. And they don't know when it's gonna be fixed. We are stuck atm as we work from home .  

[Elliotg]

My wifi has also been rubbish for the past week now!! I also live in hedge end on turnpike way but having reduced WiFi speeds have interrupted my day to day life used to get 400mbs now I get 5mbs

[Nikjiji]

Does anyone have any news it's still down and this is a joke I can't lie

[DDK]

The customer service has been a joke. I’ve ended up cancelling my subscription as there has been no fix date given. I have not paid any early cancellation fees either. I’d recommend doing the same, otherwise it could be weeks. 

[Flow32]

Ive been having the same issue. I work in hedge bed and have been unable to use my phone at work since Friday 14th March. According to the coverage map, there is no problems in the area. Im confused and frustrated! 

[JadeF]

Hey @Flow32 

Welcome to the Three Community Page. 

I'm sorry to hear that you are having these issues with the signal at your work address.

Based on the other interactions it does look like there was work being carried out on the local mast, but this should now have been completed. 

If this issue does persist, please pop over to chat with the Customer support team and they'll raise this for further investigation for you.

Jade

[Flow32]

so after another 3 weeks with no improvement, I called Three customer services who were no help what-so-ever. Being told there is no problem when there clearly is and having to go through the standard checks again each time you call because you get a different advisor is extremely frustrating. Luckily I was actually out of contract with Three so last week I switched to Vodaphone. As expected, this fixed the problem straight away. I suggest doing the same and switching if you are able. Seems Three are still not even acknowledging that there is a problem in the area. Ridiculous!. Wont be going back to Three after this