Three 5G homebroadband

[simon5541]

Hi,

I have ordered the 5G home broadband on the 26th of September, its been now over three weeks and i still haven'tm been able to use it. To start with, when the hub has first arrived, i did everything as it was saying on the box, i inserted the sim, i turned on the hub and immediately it didn't work, so i phone three and they have told me to wait until my sim has been activated, I waited 24 hours and the lights have shown that according to the hub, everything was fine. However, whenever I would connect any type of device to it, it would connect but it wouldn't give me access to the internet. So I have phoned three again, they have told me that the sim is activated and also asksed me to insert the sim card into my phone to see if it would work, and again the sim card would load fine, it would show me full bars of 5G signal, however still it wouldn't load the internet at all nor google. So then they have asked me to restart the hub, restore it to factory settings and all of that and still nothing. Then following day, I have phoned three asking for help and solutions, they have said that there were works going on in my area, i said okay  i'll wait a couple of weeks. A couple of weeks have passed, the network status checker confirmed that there was no longer anymore works being done in the nearby masts yet the internet still didn't work. So I ring up three again, and the only solution they have offered me was a replacement sim, so the replacement sim has arrived, I placed it correctly into the hub, all lights show up fine, yet still the same issue: no internet. I have phoned three YET again and the only solution they offered was to cancel my contract, and i am appaled that they're not willing to help me fix this issue because I believe its no longer the hub, or the sim card so it must be something from Three's side. Therefore, as my last resort to try to get this resolved I have decided to come on here and beg for help as I really want to give this broadband a chance as this is the only high-speed broadband that is available in my area. Please help me!!!

[JonathanB]

Hi @simon5541,

This sounds really frustrating. We'll do our best to help. Are you able to test the router SIM in any other device like a mobile? I think it'd be good to confirm if the issue seems to be the SIM/account/network or the router. If the SIM does work in another device then that may confirm that these other issues are masking a faulty router.

Let me know if you're able to test that. Do you or anyone else at home already use Three for your phones? Also would be handy to know if other Three connections in the area are having issues.

Thanks,
Jonathan

[simon5541]

Hi,

Yes, as mentioned in the post, I tried to insert the sim into two different phones, both phones show full signal and full 5g bars, yet still not access to internet, same issue as the router. I also got a replacement sim and the same issue, with both the phones and the routers. And no, nobody in our household unfortunately has three SIM cards in their phones or other contracts. But, if this is an account issue then please do help me I don’t know how to fix this, as I’d love to have this work.  

[simon5541]

Can please get some help? 🙏

[simon5541]

Can I please get some help?

[JonathanB]

I'm sorry for the delay getting back to you @simon5541. The cause of the issue does seem highly likely to be on your account or our systems. I've sent you a PM directing you to an escalated support team that can take this forwards for you.

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

Thanks,
Jonathan