Permanent network issue

[rpk44]

My mobile data speeds and coverage are really poor despite being within an area of supposedly good coverage. Whenever I enter my postcode into the network status checker it always provides the standard unhelpful response: We're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.

This message has been unchanged for at the last 5 weeks, with no indication as to when it might be resolved. How can I contact someone at Three to understand when this will be resolved. I am currently paying for a service I can barely use.

[rpk44]

Still no change a few months later. Same message about an issue when I input my postcode on the Network Status webpage. What is the issue? Why hasn't it been fixed for months? When is it going to be fixed?

[johnm60]

I live in Newport and I get no mobile internet around town too. A good signal. 

What is happening? 

[rpk44]

I've just spoken to someone over the phone who said the issue is faulty equipment located on private land, and they need permission to access the property it to fix it. They said they'd send me an update in 7 days, but I'm not very hopeful given the time it has already taken.

If you've had a persistent issue for weeks / months like I have had they may be able to give you a credit until the issue is resolved so possibly worth phoning them too if you have the time.

[PeteG]

Hi, John. 

That's not great. There could be a few different reasons for something like that to happen. A fault, congestion, or poorer than normal coverage. You've mentioned the signal is otherwise good, so I'm thinking one of the first two might be more likely. 

You can start by checking out the network locally by checking the Service Status page. That'll let you see if there's any known issues around you. If nothing shows, it would be a good idea to restart the phone to see if that helps. If you're still facing issues, you could try resetting the network settings on the device in order to rule out any configuration issues. 

If those options don't work, I'd recommend reaching out to the Support Team by calling or chatting in order to get a more in depth check done, and explore the options with the team there. 

Pete. 

[KateS]

Hey @rpk44,

I'm sorry to hear you've noticed a drop in speeds and coverage recently and can appreciate how frustrating this must be, especially if it's been ongoing for 5 weeks.

I'd recommend reaching out to our Customer Service teams, they'll be able to run a thorough check on the area and provide you with further information, an expected fix date for any issues as well as discuss your bills. 

Let me know how you get on.

Thanks,

Kate

[Timkabell]

They run and check and say it’s fine! We have had poor service for months now 

[MichaelP]

Hi @Timkabell,

That's a shame - we understand it's frustrating to have service issues for so many months.

I'm going to send you a DM to request some more info about this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael

[rpk44]

Just to clarify I live in Newport, Shropshire.