Outage in St Albans

[TrevM]

I normally get a full strength 4G signal in the St Albans area (AL1 London Road / Approach Road). For the past week there has been no 4G and the 3G signal is hovering between nothing and one bar on my phone (and also for others who are on the 3 network).  I am currently unable to make or receive calls most of the time while at home.

I see there is a status message on the Three pages about a problem in the area but that has been up for a week with no updates.  Is anything being done?

[KateS]

Hey @TrevM,

Welcome to the Three Community.

I'm sorry to hear you've had issues with the network for over a week now without any updates.

I'll pop you over a PM requesting some further information and I'll take a look into the area for any reported issues or work going on that will be impacting you. 

Thanks,

Kate

[MS2]

I have been having the same issue in the same area (Victoria street near the station) since 20/09. I have contacted the support team via chat 3 times and they keep telling me there is a problem with a mast in my area but they don’t know when it’s going to be fixed. I’m honestly very disappointed. It’s not just going slower or having 4g instead of 5g. My speed is lower than 10Mbps and It’s not even stable enough to work from home. 

[TrevM]

Yes, my phone used to connect to a cell somewhere near St Albans station but using the Network Signal Info app I can see currently it's connecting to other cells further away (with a typical signal strength of -125dB, which is graded very poor).

Kate from the support team has offered to find out more, so fingers crossed.

[MS2]

Did Kate find out anything or not yet? 

[TrevM]

I replied to Kate's request details of my location on 2 October but haven't heard anything back yet.  I still rely on wifi calling at home with the Three phone signlal stuck on one bar or less.

You would think the cell in question would be a priority for Three to fix as it covers St Albans station, which is one of the busiest commuter stations north of London. (7.5 million passengers in 2019). The signal there too is almost non-existent and has been for at least two weeks.

[KateS]

Hey @TrevM,

I hope you're well.

I've not received a reply to the PM I've sent you over. Could you double-check you've sent a reply and if so, resend this over to me, please? 

I'll check this out for you ASAP.

Thanks,

Kate

[TrevM]

Apologies Kate. I'd replied via the email version of the message.  Now sent by DM which you should receive.

[MS2]

I’m not surprised honestly. It’s been almost a month for me. I also got a letter from 3 (I have the broadband connection with 3) and they said one of the mast was taken out of operation and wasn’t going to be fixed anytime soon. They said it could affect my connection a little bit, but I wasn’t expecting to be that bad. And yes the whole station area is affected by this. They haven’t even updated the coverage page to say that it’s not covered by anything basically. 

[Geluk]

Have you checked your postcode on 3's NETWORK COVERAGE page?

Simples!