Slow/non-existent mobile broadband

[Claireabelle]

Have been having problems with getting any connection to mobile broadband for almost two weeks now.

In the first instance checked the network status checker to find that work is being carried out on a nearby mast.

As I work from home I contacted 3 to find out how long this lack of service would last only to be told they have no idea and I would just have to keep checking the status page.

After 7 days I contacted customer services again only to be told they couldn't help and that I needed to call the broadband team, which I did & was a complete waste of time. The agent literally repeated to me what the problems were after I had told him, he then checked the network status checker told me there was work on a mast in my area and that there maybe an update in a week's time.

In the meantime I am having to find nearby establishments to work from, which is absolutely crazy. The most ridiculous thing now is that 3 feel that I should be paying for a service that I am unable to use currently and the way things are looking in the foreseeable future too.

I haven't got time to hang around for 3 to decide to get things sorted at the pace they are doing and so am seriously considering finding an alternative provider.

[sc1999]

Hi, sorry to hear you have joined the club. I was on the receiving end of a work being done message for about 3 months. I do not understand why mobile companies are so quick to take are money but very reticent to give any of it back or provide a decent guarantee of service. If you bang the table long enough you will be offered 7 days credit. I use 3 for calls but have an O2 sim in the phone for when I need data. Hopefully someone from 3 will be touch who will be able to help.

[StephR]

Hi @Claireabelle 

This sounds like a really frustrating experience, I'm sorry.

When you spoke with the broadband team did they discuss a line rental credit with you? We do have policies in place for when network faults crop up, so they should've been able to help you with that. 

What model of our router are you using? Is it just that your data speeds are slow, or are you unable to access any internet pages / services at all?

Let us know a little more and we'll figure out the next best step for you.

[Claireabelle]

When I spoke with the broadband team there was no mention of any credit being issued to me. The only offer I've had was on one of my live chats when I was told that they could put me through to the cancellation team to cancel my contract - at the time I didn't want to do that as I was willing to wait as I was told it was probably a short term problem. However now as time progresses I am feeling very differently about the situation.

I have a Huawei E5573b mobile dongle. I'm pretty much unable to access anything on broadband. Devices pick up the 3MobileWifi but within minutes I can see that it is connected but with no internet as it continuously drops. 

If I do manage to connect for any amount of time (& believe me when I say in the last two weeks that's been non-existent) things don't load or take an absolute age.

Literally at the end of my tether now.

[Claireabelle]

@StephR So service improved for a couple of weeks and now I'm back to being on WiFi but it showing as limited connection or no internet again. Is this going to become a monthly thing. Checked the network status & apparently nothing wrong. Perhaps the three network doesn't like cold weather!!!

[StephR]

Oh gosh, @Claireabelle I'm sorry you're still having a hit and miss experience with your data connection.

Extreme weather can have an impact on masts, and maintenance or faults can cause connection issues unfortunately. I'd expect that to show up on the network checker though, so it sounds like we need to dig a little deeper on this.

I've sent you a private message, so we can take the next steps on this for you. Tap your avatar, then Messages to check that out and let us know how you get on.