Very poor signal in SA44 ***

[richardt1994]

Hello All,

For the last 2 weeks I have had either no or very poor signal on by Huawei 4G router and when there is signal download speeds are less than 5MB/s. Network status checker has been saying "We are working on a problem in your area" for 2 weeks now. Have tried chat support, but they were unable to give any details of the problem or a fix timescale. Have also tried resetting router etc, but no change. What do I have to do to get a meaningful update and fix ETA? If this goes on much longer I will have to cancel my contract and go elsewhere. Before this "fault" I had an excellent signal and 20MB/s to 40MB/s speeds.

Any advice?

Many thanks, Richard.

[richardt1994]

Thank you for taking the time to look into this Jonathan, I appreciate your help. Unfortunately, my 3 4G router connection is my only internet connection and has had virtually no signal for 3 weeks now. I am at a friends house using their WiFi to be able to type this! I live in a very rural area with only 1 mast close enough to get a signal. So a fault with that mast is a show stopper as other masts are too far away. Unless 3 can provide a firm fix ETA within the next week or so, I shall have no alternative but to cancel my contract and use a different provider. Sadly saying "hopefully it won't be too much longer" does not help in today's world where a reliable internet connection is required for almost everything in life.

Thank you,

Richard. 

[JonathanB]

Hi Richard,

I appreciate this issue is really disruptive, and I'm sorry again that we don't have an estimated time to fix this for you. Please let me know if you're seeing any improvement or have received any update next week.

Thanks,
Jonathan

[JonathanB]

Hi Richard,

I hope you're well? I'm just checking in to ask if you've seen any improvements since last week?

Thanks,
Jonathan

[richardt1994 · Accepted solution]

Hello Jonathan,

I have checked and I am now receiving a strong signal (4 or 5 bars) and have download speeds of 50 MB/s this morning. Therefore it looks like the fault on my local mast has been fixed. From the cell ID reported by my router I am now connected to the local mast and no trying to connect to masts that are too distant to get a signal. Many thanks for your help. I will keep my fingers crossed that this is a permanent fix.

Richard.

[JonathanB]

That's great news, thanks for getting back to me.

Jonathan

[richardt1994]

Hi Jonathan,

I have been away for a week or so, but will check when I get back on Thursday.

Many thanks,

Richard.

[JonathanB]

Hi Richard,

Welcome to the Three Community. I'm sorry to hear that your service has been impacted for so long now. We've removed part of the postcode just to help keep your info safe, but I have taken a look into the issue for you.

It looks like there's a complex issue involving some coordination with 3rd parties, so we're unable to provide an estimate at the moment. We are continuing to work on resolving this though, so hopefully it won't be too much longer till normal service is restored.

Thanks,
Jonathan