No signal since Sunday

[kelper]

When I check the network status for my postcode, I get a vague and unhelpful message.

"We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual."

I am not interested in whether other users are getting a slower service, I just would like to know when the local mast work might be completed!  My postcode is KW14 ***.  Chat support has offered a week's refund but I really wanted some news from the horse's mouth.

Outdide my home I occasionally get a weak signal but it is unreliable.  My phone has VoWiFi but it does not work well as the other party can never hear me, so it is only useful for receiving text messages.

[JonathanB]

Hi @kelper,

Welcome to the Three Community.

I'm sorry to hear the signal has been letting you down the last few days, I know this can be really frustrating especially when there's no clear indication of when the issues will be resolved.

Before any credit would have been offered the team are required to enter information about the issues you are facing, and the location. A diagnostic system gives them indications of the fault and if any estimated date can be given, so it doesn't sound like an estimate was available.

Let me know if you've still not had an update next week, if you're still not seeing any improvements then I can look into further options.

JonathanB

[kelper]

Do you think I might get through to a person in the UK?  The chat agent obviously had no access to any info about mast work and wasted twenty minutes.

[sc1999]

Try calling customer service and keep pushing buttons until you get through to a human but don't be too surprised if they can't help.