No network signal

[Amyma]

I’ve had no signal for 2 days when at home or my local area it seems as soon as I leave my estate it comes back in with 3 for my mobile and can’t make calls due to this and we’re with 3 5g broadband also and it keeps going off and really slow, is anyone else having issues as when I do the network check online it’s saying that there isn’t any problems in my area.

[Rachel87]

I’m on ID mobile which uses Three masts. No signal which starts at the end of Coach Lane, close to the Airport, covers the entirety of the Airport Industrial Estate and Kingston Park, even stretches to the A1. Absolutely fed up with it. Multiple devices on ID and Three, all facing the same issues, so I know it’s not a device problem. Are Three actually addressing this? Or just pretending that everything is fine?

[mercuteio]

Goodness me, I am so glad to find this thread! I've spent the last three days on wifi calls to 3 customer services, had my SIM card replaced and then been on to Apple's phone support and in-store support trying to work out if it was my device. When I went into the Apple Store I found myself saying "honestly, there hasn't been any signal for days" despite my phone appearing to have full 4G signal in the Metrocentre. I then tried to explain that it was 3 who suggested I get my device checked as their systems say that everything is working normally in the area. 

I can't believe that @Basherwalls has identified Mast ID 2143 specifically, and yet when I've called up to ask if there are any issues with the network they've said everything is fine! Wtaf?!

@Basherwalls how did you actually identify this as the problem? I don't know if I'd even know what a mast looks like, let alone be able to identify one which is defective and supplying our area!

@KateS are there any updates on this issue? Has Mast ID 2143 been confirmed as the cause of the problem, and is there a plan and timeframe for when this will be fixed? 

[Basherwalls]

I have an O2 phone for work and getting a 5G connection but nothing on four devices with Three.

Main issue, we rent and cannot have a land line so with three for 5G broadband with a sim router.

No data or cell service since last Thursday at 12-30pm

I know as my wife works from home so she tried to ring me when it went down.

So far, including this thread, I know about 10 people and about 15 devices, all with same issue affecting Kingston Park, Kenton, Fawdon and parts of Great Park but Three still say, no issues.

The stress of no Internet at home has made my life a joy, having a teenage daughter and wife who should work from home...

Seems a deadline has been set for tomorrow in my house, after 20 years with Three, going to have to request PAC codes and go to O2, they have a unlimited sim deal for £20 as a black Friday offer and I cannot continue in limbo.

I did a bit of research and found the mast ID2143 but Three are not interested at all for that info, the mast info shows a map when you click on it to show you what area it covers.

Three's status page, says no issues.i even had three try to phone me and then say they couldn't fully hear me as I had a bad signal...

Cell data from below link

https://www.cellmapper.net/map?MCC=234&MNC=20&type=LTE&latitude=55.013266292833634&longitude=-1.6765...

[jr0]

I think I found the mast on GMaps, and the O2 one too... if some how we could find a way to dispatch a Three engineer to kick the mast 😁.
Looking into Three's "Check coverage" page in that area, the 5G indoors area is not big, to not say very small

Even on your link, cellmapper, shows somes cells "last seen" in October 😁 someone must be having a big nap in the network operations center 

@Basherwallsif Three support can't reach you, they will close your problem, it has happened to me before (max. frustration). I also reckon that you are propably dealing with Three "first line support" they are simply following a script. Have you asked to talk with their manager or someone higher?
Before you leave check O2 roaming charges, cause if you have 20+ years with Three and you travel abroad (depending where to), roaming tariffs are not too bad...

[KateS]

Hi all,

For anyone in the NE area impacted by network issues, our team are aware of this. It's currently under investigation as we speak and I'll post any updates here. 

I'm sorry for the disruption,
Kate

[Rachel87]

Any update on this?

[Basherwalls]

Another day...

Now nearing a week of zero connection on Three at Kingston Park area = NE32XF postcode to be exact.

It's the whole of Kingston Park and nearby areas affected, but seems only on Three.

No Data and unforgivable that there's no phone connection for calls. What do we do in case of emergencies with elderly parents trying to contact us?

Drive out of Kingston Park and back to full 5G.

I used to get 350mb connection for last two years on 5g up until last Thursday and now nothing.

House hasn't moved, phone works everywhere else, so it's a mast or Three issue.

Service checker is a waste as its showing all is excellent, but I can assure you it's not.

Deadline has been set on my four accounts...

If I still have no connection on Friday, it's time to request Pac codes and leave Three.

Shame as I have been a customer since 2004 but I just cannot continue with their clear lack of interest in repairing or declaring there's an issue on their website.

No repair should take a week, unless the mast has snapped in high winds.

It's mast ID2143 but no one at three are bothered about the details when you ring them.

[PeteG]

Hi, Amyma. 

Welcome to the Three Community. 

That's not great to hear. It sounds like something must be going on locally if you have both your phone and broadband affected. I'm not sure why the Service Status page wouldn't show the details relating to the issue though. 

jr0 suggested restarting your devices if you hadn't already, can you confirm if that's something you've tried already? 

Pete. 

[Amyma]

Yes we have tried that starting the device multiple times we’re now on day 4 of no signal on our phones while at home we only get signal once we leave our estate and our broadband currently has a download speed of 7 when it actually comes on. I’ve rang 3 multiple times now and still no further forward we’ve never had any issues like this in the past