Network outage

[lc71]

There has been an issue resulting in no coverage in our area since Friday evening (2 Dec). Unable to get any sensible response as to how long this is likely to last for. Now I'm reading other posts where the outage has gone on for weeks which is really unacceptable. Could someone from Three please respond?

[StephR]

Hi @lc71 

I'm sorry you're currently having issues with your connection, I really appreciate how frustrating that can be.

Are you having problems with calls, texts and data?

What's the result when you check your postcode against our network status checker? Is there a reported issue in your area?

When you say you've been unable to get a response, have you spoken with our customer service team already? What did they advise?

Let us know a little more and we'll do all we can to help. Network issues unfortunately do crop up from time to time, but we'll always do our best to get things back up and running as soon as we can.

[lc71]

Thanks for the reply. I don't use calls and texts so our issue is with data, all of our home broadband is via Three, or should be.  There is a standard message when I check the Network status checker that appears to be updated every half an hour with the same message "we're fixing an issue with our network in this area". I spoke to customer services 2 days ago, who advised I would receive an update in 7 days time, which is not helpful.  We live in a rural community and recently switched to a mobile network for our home broadband believing this would be a better option in our situation, unfortunately this currently does not appear to be so.  I appreciate network issues can occur from time to time, but I expect a speedy resolution, or at least a clear and truthful indication of when the issue will be resolved.  Many thanks for investigating.

[radiomean]

Hello, there are numerous posts in this forum about the message you have received -  'we're fixing an issue with our network in this area' ... I am in the Cambridge area and I have been getting very slow 5G data for months...

When I look at the Network Status Checker this message has been displayed ever since I started with data from 3 - and that's about FOUR MONTHS ago. Don't expect a speedy resolution of your problem!

[StephR]

Thanks for these extra details, @lc71.

The network status checker will update with the same message until the work is complete, so it sounds like our engineers are still working to fix the issue. That 7 day update should let you know if they've been able to sort things out, or if it's a more complex problem that'll take a little longer to fix. 

I'm sorry you've not found this initial information helpful though, and I'm concerned you've been left feeling that you've not been told the truth. I've therefore sent you a Private Message so we can take a closer look at what's happening for you. Give it a check by clicking your community avatar image and then 'messages' and let us know how you get on.

[sc1999]

Hi, Sometimes it takes a while for someone from 3 to respond. Take a look at the list of people with likes and click on one who works for 3 and send them a direct message. You can try stephR, JonathanB or PeteG.