No signal

[Orsi]

I am having trouble getting signal in Hedge End, Southampton for the past 2 weeks. As soon as I leave the area my signal shoot up and everything is fine. I am in that area a lot and it’s very annoying not being able to use my phone or receive calls, messages. I’ve done all the troubleshooting suggestions with no luck. I’ve been with 3 for the past 12 years without any problems and I had signal in the area before so not sure what’s happening now but please fix it! 

[Aussieal60]

I too have been having the same issue the last few weeks. Not good enough especially as my whole family are on 3 and potentially not contactable in an emergency. When will this be resolved????

[Noble3781]

I have been having the same issue from 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... 

[HedgeEnd]

I had the same issue today, I have 2 mobiles in the house and their Home Broadband 5G in Hedge End

I was offered the opportunity to cancel three of the contracts without penalty as they don't know when it'll be fixed. 

[PeteG]

Hello, Orsi. 

It's disappointing to hear you're having issues with the connection in that area. I'm not sure what would be causing the recent reduction in the quality of service you've been getting there in the past two weeks, but I'm hopeful that it's temporary and fixed soon. 

Pete. 

[GTERRY999]

Hello,

This is absolutely ridiculous now - you can no longer receive or make phone calls in hedge end…as soon you leave the area the signal works perfectly - every single day I drive home on work calls and once I get into the area the other person can no longer here me…

what are you doing to fix this?

[PeteG]

Hello, GTERRY. 

Welcome to the Three Community. 

It's disappointing to hear you're having issues while going through there. It's not possible to determine form here what is being done to resolve the issue, as this is a space for Three customers. 

I imagine that the engineers will be doing something to try and resolve the problem, but in order to find out more information, you would need to speak to the Support Team on chat or by calling. 

Pete. 

[HedgeEnd]

What a pointless, placating response from an employee of Three!

How about:

• some credible information about why this area has been without signal for a few weeks?
• an explanation as to why it takes an hour of generic 'troubleshooting' before the technical support team finally admit there is an issue with our local mast.
• a realistic timeline for when it will likely be fixed?

I've read on a similar post about our area that promises have been made and dates have passed for this being solved.

It is reasonable to call it unethical to continue to take customers money when you know you are not providing the service they are paying for and not send emails to customers with billing addresses in the affected area to inform them.

Luckily, the technical team are happy to push customers away by offering to allow people to exit their contracts due to not being able to commit to a fix.

[andyd76]

I completely agree.

I can only assume the 'support team' are there to offer emotional and moral support rather than technical support!

Just over 6 weeks since the fault and no update. 30 minutes speaking with Three and they seem more interested in checking my router settings despite their website showing a fault in the area. Poor customer service, even by Three's standard.

[Noble3781]

I ended up leaving three.

They said they decommissioned the local tower, and this is why the Internet sucks, they thought the next closest tower would server the area fine, which it did not. 

They mentioned putting up another tower at the end of April, but due to not being able to provide Internet they let me leave the contract got an ee sim instead.