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?

[andyd76]

From 3:

Hello,

We're writing to let you know about some network changes that may impact you.

Due to a reason beyond our control, a mast in your area will not be operational from 17 March 2025. As a result, you may experience a change in the Home Broadband availability in your area. We're sorry for any impact that this may have to your service and for any inconvenience this may cause.

We expect to have a replacement site activated by mid-April.

As the mast will no longer be in operation from 17 March 2025, we understand that the service you may receive may be impacted. We hope it won't be, but if you are impacted you can contact our technical team, who are here to help with getting your devices optimised to receive the best possible coverage in your home.

If you would like to cancel your service, you can do so without incurring a cancellation charge, and we'll refund any billing charges that you've paid over the impacted period too. You just need to contact us by 18 April 2025 letting us know you'd like to cancel your plan. If we don't hear from you by then, we'll assume you are happy to continue your plan.

What do you need to do?

For full details of ways to contact us, including Live Chat, go online to three.co.uk/contact-us

Call us on 500 free from a Three phone or on 0333 338 1003 from any other phone (standard rates apply).

Thanks,

The Three Team

[Jw56]

Same problem,I’m in hedge end shamblehurst lane..was told via phone should be fixed Monday 17 th.lets wait and see on that..I was told to close anything that has Wi-Fi to ..it….except the one u want to use.

[DDK]

Are you still having issues? It’s past noon and the problem isn’t fixed for me.

[andyd76]

Still having issues here, Turnpike Way Hedge End.

[PeteG]

Hi there. 

Welcome to the Three Community. 

I think I may have spoken to you separately after you posted this, but just in case, I wanted to confirm that there is an issue with a mast near you, and engineers are working on that. They are looking to have it resolved by noon tomorrow. 

Pete.

[DDK]

Hi Pete, the issue is still apparent, any update from the engineers?

[Noble3781]

I have been having the same issue for the last two weeks in Southampton Hedge end, along with my neighbour who is on three, today the escalation team contacted him saying no issues with the mast, so he said their clearly is, so he left his contract, mine has also been escalated, but they refused to let me leave until the escalation team investigate, even though it will be the same outcome as his, how three can get multiple reports from the same area and just ignore them, saying yes nothing wrong despite multiple reports from the same area is beyond me, it's like there brains cannot put two and two together... So once the escalation team contact me and say nothing we can do, I am cancelling it and moving to ee mobile broadband. 

[DDK]

I know your pain, I did everything you said! I managed to get out of both my Three phone and broadband contracts without paying the early termination fee, and I had to haggle them to get this! It’s unbelievable how awful their customer service is, and as you say, how they can’t acknowledge the fault and keep saying how there is no problem. I’m now on Virgin fibre broadband and GiffGaff phone contract, both huge upgrades from Three, I’d recommend leaving and doing the same.

[andyd76]

I received an email from Three regarding the fault, but when i rang them they initially seemed reluctant to even acknowledge the fault. Very odd customer service!