Whole network speed issue

[Griz]

Having contacted 3 two weeks ago and being reassured that recent work had been carried out locally, I’ve had to contact them again today for an update. The previous advice was that the issue had been resolved and to keep restarting my devices to see the speeds return to normal. This hasn’t happened.

Today I’ve been told that it’s now a nationwide issue and the only advice is to wait for the issue to be fixed. 

What I would like to know is, having already waited 2 weeks and still paying for a service which has seen my speeds drastically reduce from 100s mbps to 20-30 if I’m lucky, how long am I expected to wait before I can cancel my services without being charged a cancellation fee. I’m already seeking alternative options from other providers. 

[Midnight54]

@JonathanB 

This is absolutely ridiculous 

I know at least 5 houses, if include Griz's issue, plus multiple mobile phones that are tested in no way connected to the home broadband

[Midnight54]

He is also refusing to pass me to the complaints team, saying the queue is too big, what the hell is going on, this is beyond a joke now.  I'd understand if this was one house having a fault, but I know nobody on Three within this mast who does NOT have issues!!

[Griz]

I eventually got passed to complaints after having to explain everything over and over again and refusing to accept the troubleshooting ‘advice’. It really doesn’t help when the agents don’t speak the best English and keep giving copy and paste responses. 

I’ve got grain coming out today and somebody further down the street had them out yesterday. I can see an exodus. 

[JonathanB]

Hi @Griz, @Midnight54,

Sorry for all the disruption you've been facing with your connections lately.

The more widespread issue mentioned should be resolved now, but I don't think it's likely to be connected as you've mentioned these issues have been going on for a couple of weeks now, and that issue was much more recent, it may have been affecting the tech team's ability to investigate other issues though.

We're doing some work in the area you've both mentioned. Please let me know if you see any improvements over the next day or so.

@Angels I've also replied on your thread, it does look like this is also a local issue we're working on today.

Thanks,
Jonathan

[Griz]

On the contrary. This morning I ran a speed test on my phone through the WiFi router and received 380mbps. Then I tested my Apple TV connected by Ethernet and got 50mbps. Having just returned home I’ve ran another test on the tv and it’s now giving me 0.6mbps. The WiFi 0.5. My signal strength has dropped from 4 bars to 1.

[JonathanB]

Hey @Griz,

Sorry I could have been clearer there. There's work scheduled which should be ongoing now, please let me know if you see any improvements by this evening or tomorrow morning. There'll likely be some further disruption whilst the engineers are on site, but hopefully this addresses the problem you've been experiencing. If not, please let me know and I'll check into how we can escalate this further.

Thanks,
Jonathan

[Midnight54]

The network status page now says once again there are no network issues after saying they were doing work earlier, but the problem still persists around 8-10mbps

[Griz]

Yeah, same. When I spoke to the online chat yesterday they said they’d call me today to discuss the issue but I haven’t received a call. My wife has had a missed call from an apparent 3 agent who spoke broken English and mumbled something neither of could understand by voicemail but she hasn’t even been in touch with them about the issue and I was logged in using my number when I requested the call. Just another day lost and no further forward

[Griz]

Another day, another 15mbps single WiFi and 40 mbps Ethernet. Still no contact from three. Still trying to watch while everything buffers every ten seconds.