Three Broadband - Appalling internet!
Discussion
Hi All,
At the end of February this year, we decided to move our broadband over from Sky to Three, part of the selling point being that it was effectively wireless as it ran from a 5g Sim card so we could just take it with us on our static caravan holidays due to the portability and it was also quite a bit faster than sky fibre in our area.
We went in to the Three store and purchased the hub, I'm already a Three customer so I knew the signal was good. The deal is £10 per month for the first 6 months and then £20 a month for the rest of the term over a 24 month contract.
For the first month if you had any issues you could return the hub quibble free for a full refund, of course it was perfect for the first month! Then since March we have had countless issues with the Network going down in our area, usually affecting blocks of up to 3 or 4 days in a row the latest being as I type, this affects my wife due to using an online cloud based system for her childminding as she works from home, plus the ring security system and camera all the online stuff in the house.
I've complained to Three and the usual story on their website is "We’re fixing an issue with our network in this area We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual. Updates on our work will be posted here. We’re working as fast as we can to build a better, stronger network in your area."
When I've rung up and complained they have refunded me cost for each day it's been down, but the bottom line is that I can't work from home, my wife can't either and the Service is not fit for purpose, I want out!
I'm aware that the first and foremost thing is to make sure we have an working connection, so if needs be I will get another hard wired broadband installed asap. The next thing is to find our where I stand with getting out of the Three contract without it running the full 24 months term.
If I gathered enough evidence of the outages, would I be in any position to get the contact terminated? or will I have to suck it up and pay two broadbands until the contract expires?
Thanks
Austin
At the end of February this year, we decided to move our broadband over from Sky to Three, part of the selling point being that it was effectively wireless as it ran from a 5g Sim card so we could just take it with us on our static caravan holidays due to the portability and it was also quite a bit faster than sky fibre in our area.
We went in to the Three store and purchased the hub, I'm already a Three customer so I knew the signal was good. The deal is £10 per month for the first 6 months and then £20 a month for the rest of the term over a 24 month contract.
For the first month if you had any issues you could return the hub quibble free for a full refund, of course it was perfect for the first month! Then since March we have had countless issues with the Network going down in our area, usually affecting blocks of up to 3 or 4 days in a row the latest being as I type, this affects my wife due to using an online cloud based system for her childminding as she works from home, plus the ring security system and camera all the online stuff in the house.
I've complained to Three and the usual story on their website is "We’re fixing an issue with our network in this area We’re sorry for any disruption you experience. Our engineers are working on masts nearby, which means the rest of our network is handling more traffic than usual. Updates on our work will be posted here. We’re working as fast as we can to build a better, stronger network in your area."
When I've rung up and complained they have refunded me cost for each day it's been down, but the bottom line is that I can't work from home, my wife can't either and the Service is not fit for purpose, I want out!
I'm aware that the first and foremost thing is to make sure we have an working connection, so if needs be I will get another hard wired broadband installed asap. The next thing is to find our where I stand with getting out of the Three contract without it running the full 24 months term.
If I gathered enough evidence of the outages, would I be in any position to get the contact terminated? or will I have to suck it up and pay two broadbands until the contract expires?
Thanks
Austin
Are there any quality of service definitions/promises they have made either in the service definition or marketing of it? Simplest thing to do is keep a log and show they are not meeting the service. Write, give them a warning to fix or face termination with a timescale. Then if they don't, send them cancellation letter and stop the DD.
If there are no promises that are being broken, you will be have to do similar but with just a claim that it's not fit for purpose.
If there are no promises that are being broken, you will be have to do similar but with just a claim that it's not fit for purpose.
As a short term fix, log into the routers UI and change the service type to 3G.
This will have a lower top end capacity, but is much more reliable.
Three's mobile broadband has been exceptionally flakey since the 5G roll out.
I have retained one of their routers, running with a 5G card and it generally gives 45-50mbps.
Worth noting the wireless broadband routers don't seem to broadcast a very strong signal, a distance of 2-3M can halve the speed you will receive wirelessly on a device.
They are better than nothing when nothing else is available, but that's it!
This will have a lower top end capacity, but is much more reliable.
Three's mobile broadband has been exceptionally flakey since the 5G roll out.
I have retained one of their routers, running with a 5G card and it generally gives 45-50mbps.
Worth noting the wireless broadband routers don't seem to broadcast a very strong signal, a distance of 2-3M can halve the speed you will receive wirelessly on a device.
They are better than nothing when nothing else is available, but that's it!
Get a proper fibre connection again and keep 3 as a backup and caravan hotspot only. If it's for business, you should have backup and 20 quid a month is small change. Your 3 phone could have been your backup already had you bought mobile broadband from a different supplier, at the moment all you eggs are in one basket.
Although as all the mobile network suppliers keep merging, everyone's 2 supplier backup strategy might get a bit knackered....
Although as all the mobile network suppliers keep merging, everyone's 2 supplier backup strategy might get a bit knackered....
BrettMRC said:
As a short term fix, log into the routers UI and change the service type to 3G.
This will have a lower top end capacity, but is much more reliable.
Three's mobile broadband has been exceptionally flakey since the 5G roll out.
I have retained one of their routers, running with a 5G card and it generally gives 45-50mbps.
Worth noting the wireless broadband routers don't seem to broadcast a very strong signal, a distance of 2-3M can halve the speed you will receive wirelessly on a device.
They are better than nothing when nothing else is available, but that's it!
Thanks for the info I'll get the 3G option a go when I get back tonight!This will have a lower top end capacity, but is much more reliable.
Three's mobile broadband has been exceptionally flakey since the 5G roll out.
I have retained one of their routers, running with a 5G card and it generally gives 45-50mbps.
Worth noting the wireless broadband routers don't seem to broadcast a very strong signal, a distance of 2-3M can halve the speed you will receive wirelessly on a device.
They are better than nothing when nothing else is available, but that's it!
BertBert said:
Are there any quality of service definitions/promises they have made either in the service definition or marketing of it? Simplest thing to do is keep a log and show they are not meeting the service. Write, give them a warning to fix or face termination with a timescale. Then if they don't, send them cancellation letter and stop the DD.
If there are no promises that are being broken, you will be have to do similar but with just a claim that it's not fit for purpose.
I think I'm going to have to, luckily I have kept the evidence.If there are no promises that are being broken, you will be have to do similar but with just a claim that it's not fit for purpose.
I have a bit of sympathy for the Operator. New (well not so new by now) legislation has properly pissed some of their landlords off. The result is some landlords withhold access. Still they don't help themselves sometimes.
At the minimum you should be scoring free month rentals for the effected period.
At the minimum you should be scoring free month rentals for the effected period.
I've just taken out Three's 5g router on a rolling monthly contract at £24 /month.
Previously (November) I agreed their 24 month contract @ £20 / month (£10 for first 6 months) which was return the router to them within 30 days and the contract is cancelled. The download was typically 400+ when the router was near an upstairs window but was usually dropping to 4g if downstairs in the house. I'm right on the fringe of their service area and my iphone (also Three) was generally more dependable for 5g than their router!
I only kept it for 3 weeks then returned it as it was actually just an idea to give me the power to tell Virgin to f
k off but Virgin came back and agreed to a lower rate so I returned the Three router at no cost.
Now virgin are being silly tts again I've taken on the rolling contract so it will be interesting to se what happens to download speeds.
Previously (November) I agreed their 24 month contract @ £20 / month (£10 for first 6 months) which was return the router to them within 30 days and the contract is cancelled. The download was typically 400+ when the router was near an upstairs window but was usually dropping to 4g if downstairs in the house. I'm right on the fringe of their service area and my iphone (also Three) was generally more dependable for 5g than their router!
I only kept it for 3 weeks then returned it as it was actually just an idea to give me the power to tell Virgin to f
k off but Virgin came back and agreed to a lower rate so I returned the Three router at no cost.Now virgin are being silly t
ts again I've taken on the rolling contract so it will be interesting to se what happens to download speeds.I went through a bit of a roller-coaster with them on a 4G one a while ago and shared a post that's become quite lengthy...
https://www.pistonheads.com/gassing/topic.asp?h=0&...
I had a great experience initially and then when they upgraded the masts to work with 5G it turned into a terrible experience with speeds of 0.01Mbps or no connection at all at times. Swapping to 3G often helped but that varied depending on the time of day.
Naturally of this happened a week after the time I could back out of the contract with no questions asked.
They sent me a new SIM, then a new 4G router but all the evidence presented to them confirmed the issue was at their end.
Keep copies of any web chats you have now and then ask to log a formal complaint via http://www.three.co.uk/support/how-to-complain - that should get you through to a UK support team that are pretty good but should hopefully allow you to have an early release if there's nothing they can do to get things working and all the signal checkers they have show that you should have coverage (I was in an "excellent" area) and the tool for placing the router showed it to be in the optimal location for a signal.
They initially wanted £32 from me to pay for the hardware once the contract was cancelled but then gave me it for free and I sold it to CEX for £50.
https://www.pistonheads.com/gassing/topic.asp?h=0&...
I had a great experience initially and then when they upgraded the masts to work with 5G it turned into a terrible experience with speeds of 0.01Mbps or no connection at all at times. Swapping to 3G often helped but that varied depending on the time of day.
Naturally of this happened a week after the time I could back out of the contract with no questions asked.
They sent me a new SIM, then a new 4G router but all the evidence presented to them confirmed the issue was at their end.
Keep copies of any web chats you have now and then ask to log a formal complaint via http://www.three.co.uk/support/how-to-complain - that should get you through to a UK support team that are pretty good but should hopefully allow you to have an early release if there's nothing they can do to get things working and all the signal checkers they have show that you should have coverage (I was in an "excellent" area) and the tool for placing the router showed it to be in the optimal location for a signal.
They initially wanted £32 from me to pay for the hardware once the contract was cancelled but then gave me it for free and I sold it to CEX for £50.
thetapeworm said:
I went through a bit of a roller-coaster with them on a 4G one a while ago and shared a post that's become quite lengthy...
https://www.pistonheads.com/gassing/topic.asp?h=0&...
I had a great experience initially and then when they upgraded the masts to work with 5G it turned into a terrible experience with speeds of 0.01Mbps or no connection at all at times. Swapping to 3G often helped but that varied depending on the time of day.
Naturally of this happened a week after the time I could back out of the contract with no questions asked.
They sent me a new SIM, then a new 4G router but all the evidence presented to them confirmed the issue was at their end.
Keep copies of any web chats you have now and then ask to log a formal complaint via http://www.three.co.uk/support/how-to-complain - that should get you through to a UK support team that are pretty good but should hopefully allow you to have an early release if there's nothing they can do to get things working and all the signal checkers they have show that you should have coverage (I was in an "excellent" area) and the tool for placing the router showed it to be in the optimal location for a signal.
They initially wanted £32 from me to pay for the hardware once the contract was cancelled but then gave me it for free and I sold it to CEX for £50.
Interesting to hear your story, it does seem revolve around the 5g work and our nearest mast, I haven't tried switching to 3G via the router as a backup, I'll give it a try next time.https://www.pistonheads.com/gassing/topic.asp?h=0&...
I had a great experience initially and then when they upgraded the masts to work with 5G it turned into a terrible experience with speeds of 0.01Mbps or no connection at all at times. Swapping to 3G often helped but that varied depending on the time of day.
Naturally of this happened a week after the time I could back out of the contract with no questions asked.
They sent me a new SIM, then a new 4G router but all the evidence presented to them confirmed the issue was at their end.
Keep copies of any web chats you have now and then ask to log a formal complaint via http://www.three.co.uk/support/how-to-complain - that should get you through to a UK support team that are pretty good but should hopefully allow you to have an early release if there's nothing they can do to get things working and all the signal checkers they have show that you should have coverage (I was in an "excellent" area) and the tool for placing the router showed it to be in the optimal location for a signal.
They initially wanted £32 from me to pay for the hardware once the contract was cancelled but then gave me it for free and I sold it to CEX for £50.
I've kept correspondence of the previous web chat. Lets see when it goes down next!
Austin
I've recently moved from a '3' 4G router to Starlink. Last night I tried to cancel the SIM contract on-line via their 'Chat'. I think it took the best part of an hour, mostly because they didn't seem to understand that I didn't want to port the number over to another provider. In the end, and because of this, I'm going to have to pay for another 30 days of service, rather than 2-3 days if I'd ported to another service - bah!
The three service wasn't terrible, it just started creaking a bit when all the household was using it at the same time, possible streaming 4 different feeds at the same time.
(Starlink is a bit of a revelation though!)
The three service wasn't terrible, it just started creaking a bit when all the household was using it at the same time, possible streaming 4 different feeds at the same time.
(Starlink is a bit of a revelation though!)
chopper602 said:
(Starlink is a bit of a revelation though!)
Indeed, as long as you can site the antenna where there is no obscuration. The latency is a lot lower than I expected.If you have obscuration it becomes a bit like Delboy's mobile phone: "the satellite has moved out of position but don't worry there'll be another one along in a minute"
I recently moved from Vodafone to Three. Signal was st (couldn't get any at my girlfriends and in town trying to pay for parking I couldn't either).
I emailed them about a month or so after I got the package (sim only). Got a phone call who said they can give me £3 a month off. Said I'd rather just leave with no fees and they said OK.
Gave me the PUK code there and then.
Have you asked to leave without paying a fee?
t (couldn't get any at my girlfriends and in town trying to pay for parking I couldn't either). I emailed them about a month or so after I got the package (sim only). Got a phone call who said they can give me £3 a month off. Said I'd rather just leave with no fees and they said OK.
Gave me the PUK code there and then.
Have you asked to leave without paying a fee?
- Update*
I will paste the transcript. To me it seems like a chat bot, although there are spelling mistakes and guess what the internet has gone down again today!
I'm wondering if I will get any joy going into the shop instead?
Anyway here is the conversation, I was getting a bit emotional
then kind of gave up when I was going round in circles:-Hello, welcome to Three Technical support.
You're connected to Harshada ; I'll be glad to assist you today.
02:47:53 PM [Harshada]
Hey Austine
I Hope you are doing well and Good today
02:48:53 PM [Austin] Hi Yes thanks I'm well thanks how are you?
02:49:11 PM [Harshada]
Glad to know that you are doing well
02:49:27 PM [Harshada]
I am also doing well
Thank you for asking Austin
02:49:45 PM [Harshada]
As I see that you are facing issue with broadband network, correct?
02:50:12 PM [Austin] Yes, this has been a problem that has been going on for some time now.
02:50:50 PM [Harshada]
I am sorry for the hassle which you are facing issue with network , I will quickly look into this and help you get this fix for you
02:51:17 PM [Harshada]
I will certainly help you with this. However, I would need to ask you some questions to better understand the situation.
I'll be run some diagnostic & troubleshoot checks for you it'll help to identify the issue & resolution on it.
02:51:42 PM [Austin] Ok yes please.
02:52:51 PM [Harshada]
Before we proceed, Are you referring for the same number ending with 0818?
02:53:26 PM [Austin] Yes it that one.
02:54:05 PM [Harshada]
Just to confirm do you have access to your register email address. So that I can send you the 4-digit verification code via email ?
I am asking this because selected mode of 4-digit code can't be changed.
02:55:14 PM [Austin] I do have access to the email yes.
02:55:19 PM [Harshada]
Perfect! We've sent the code; can you check and confirm it please.
02:56:03 PM [Austin] Code is 2137
02:56:12 PM [Harshada]
Thank you for sharing code to validate your account
02:56:32 PM [Harshada]
Could you please help me with Router make & model?
02:57:16 PM [Austin] Ok let me check..
02:57:52 PM [Harshada]
sure
02:59:00 PM [Austin] I'm not at home, so my wife is checking for me. The problem is the Network through, not the router.
02:59:38 PM [Harshada]
I do understand Austin, however we need to check and run checks on your router, so we can fix this for you
03:00:50 PM [Austin] ZTEMC801A
03:00:59 PM [Harshada]
Thank you for details
03:01:04 PM [Harshada]
let me check this for you
03:01:06 PM [Harshada]
I'm just trying to understand that what issue you're facing ?
Like, Are you unable to connect the internet or it's kind of speed issue or can't access your services ?
03:01:34 PM [Austin] There is no access to the internet
03:04:10 PM [Austin] This is the 8th time in 3 months we have had the issue.
03:05:28 PM [Harshada]
I am sorry to hear about the issue with the network you have incurred, I understand how it feels if you are without the services suddenly and it's quite frustrating. Be rest assured we will get that sorted together by the end of this chat and make sure the issues have been resolved.
03:07:09 PM [Austin] The problem is that we use the internet for working from home.
03:09:19 PM [Harshada]
I will go ahead and run checks for not able to access internet on your broadband , Is that fine for you?
03:09:51 PM [Austin] Yes that's fine thanks.
03:10:19 PM [Harshada]
Perfect!
What lights are showing on the front of the hub?
03:11:35 PM [Austin] The Network button is dark blue on the front.
03:12:11 PM [Harshada]
Thank you
03:12:30 PM [Harshada]
Can you please help me with your full address where you face issue ?
03:12:54 PM [Austin] XXXXX XXXXX
03:13:02 PM [Austin] XXXX
03:13:40 PM [Harshada]
Thank you for address
03:14:05 PM [Harshada]
Let me checked if there is any outage in your area.
03:16:56 PM [Harshada]
Thank you for waiting Austin
03:17:56 PM [Harshada]
I have checked this for you and see that there is planned work is ongoing on your area and this is going to complete today end of the day
03:18:47 PM [Harshada]
I am sorry for the hassle but rest assured this is going to fix today end of the day
03:18:59 PM [Harshada]
I request you to please wait for today
03:19:48 PM [Austin] This has been happening for over a week. It was also down yesterday and last week. I have no option but to switch to another broadband provider.
03:20:22 PM [Austin] The person I spoke to last week on chat said I could terminate the contract without paying anything. That's what I want to do pleas.
03:20:42 PM [Harshada]
I do understand your concern being a customer myself but I request you to please wait for today end of the day
03:20:56 PM [Harshada]
As this is going to fix today
03:21:36 PM [Austin] It's been down for lots of days though, then it comes back and goes down the next day. I cannot have this when we are trying to work.
03:22:06 PM [Harshada]
Our dedicated Engineers team already working on it and once this is fix you will get confirmation text from our backend team
03:23:04 PM [Austin] It's not staying fixed though. I wish to cancel the contract please.
03:24:30 PM [Austin] I am already a three customer with three other devices. I am a good customer.
03:25:37 PM [Austin] But I cannot keep using this Broadband as it's Not fit for purpose. please terminate my contract without me having to pay anymore.
03:27:30 PM [Harshada]
I totally understand your point and we really want to provide best services to you
03:27:45 PM [Harshada]
But I just request you to please wait for today end of the day
03:28:23 PM [Harshada]
if you face same issue again after this fix , you can surely contact us to get this contract cancel for you
03:28:43 PM [Harshada]
Before this I request you to please give us one more chance to get this fix for you
03:28:48 PM [Austin] It's been 8 times now, I don't want to wait until it goes down again I wan't to cancel Now!
03:31:24 PM [Harshada]
Austin, If you wish to cancel this contract now you have to pay £368.28 early termination fee
03:33:00 PM [Austin] I have a transcript from your colleague on Friday that states I do not have to pay for cancellation fee if it happened again.
03:33:18 PM [Harshada]
You're with Three and shouldn't bother about a thing. Three will do everything possible to help you.
03:33:56 PM [Harshada]
I am so sorry but I have checked this for you and see that you have to pay early termination fee to cancel your contract
03:34:14 PM [Harshada]
As you already completed your free cancellation period
03:34:50 PM [Austin] But cannot provide the service that I am paying for. It is "Not Fit for Purpose"
03:35:19 PM [Austin] I will have to go to trading standards and report it.
03:36:52 PM [Austin] I have been a good customer of three for many years and I should not be treated like this. Everytime the internet goes down I lose money because my Wife can't work.
03:37:51 PM [Harshada]
Austin, Because of the network situation and signal being not strong, I can see that you are not able to use the services as expected. We are extremely sensitive for your experience.
03:39:32 PM [Austin] You must understand that we can't work without internet.
03:40:43 PM [Harshada]
I do understand your situation, how it feel when you are not able to work without internet
03:43:08 PM [Harshada]
let me checked what best I can do for you in this situation
03:43:52 PM [Austin] Ok yes please.
03:44:33 PM [Harshada]
Bear with me a moment while I look into this. If you see a message asking if you need more time, just hit 'Yes'.
03:50:26 PM [Harshada]
Thank you for waiting Austin
03:50:35 PM [Austin] No problem
03:51:33 PM [Harshada]
As you are a valuable Three customer we will go ahead and will apply £10 goodwill credit on the account as a inconvenience and the credit will be adjusted in your next bill
03:54:30 PM [Harshada]
I hope this will help you with the billing charges
03:54:41 PM [Austin] Ok thanks but I have already got a new Broadband provider starting next week so I will not be using three anymore. I need a reliable service.
03:56:06 PM [Austin] I will also be using this transcript as eveidence to send to Trading standards.
03:56:12 PM [Harshada]
Austin, I totally understand your point and best assured the issue is going to fix today end of the day
03:56:31 PM [Austin] I am not getting the service I am paying for.
03:56:53 PM [Harshada]
I request you to please restart your router mid of the night and checked is your services worked for you or not
03:57:20 PM [Harshada]
if you still face same issue , we will explore the options for you and help you to cancel your contract for you
03:58:03 PM [Austin] If this happens again I want to be released from the contract without a Termination fee please.
04:03:31 PM [Harshada]
Austin, I really request you to wait for today end of the day to get this fix
04:03:53 PM [Harshada]
We're currently performing some network upgrades in your area which may be causing some interruption to your service, we're sorry for any disruption this has caused. We expect to have this completed by 25-Jul-2023
04:04:11 PM [Austin] Ok but what about if it happens again tomorow? like it did yesterday and last friday?
04:04:38 PM [Harshada]
If you face same issue tomorrow also you can contact us and we will help you to get this cancel your contract and also explore options for cancellation fee.
04:05:28 PM [Austin] Ok then lets wait until then.
04:06:25 PM [Harshada]
Thank you for your understanding
04:07:12 PM [Harshada]
And be rest assured this will get fix for your today and you can see that network improvement also
04:07:55 PM [Austin] Ok let's see.
04:10:44 PM [Harshada]
Sure
04:13:46 PM [Harshada]
Is there anything else that I can help you with today?
04:15:26 PM [Austin] No thankyou. That was all.
04:15:37 PM [Harshada]
Perfect!
04:16:54 PM [Harshada]
I have applied £10 goodwill on your account which will get adjusted in your next bill.
04:17:12 PM [Austin] Ok thanks.
04:17:52 PM [Harshada]
You are most welcome
04:18:37 PM [Harshada]
Thank you for connecting Three, Have a great Day!
I hope you enjoy the rest of your day too
04:19:09 PM [Austin] And you.
04:20:39 PM [Harshada]
Thank you
04:20:44 PM [Harshada]
Bye Austin
04:22:17 PM [Austin] Goodbye.
So it's gone down today, shall I jump on another chat? or get some better eveidence together?
Thanks
Austin
it's scary how similar that chat is to the ones I had with them years ago, always blaming "network upgrades in the area" (which was true in my case) but it made everything worse once completed.
Do another chat, painful as it is, mention in the chat that you'd like to raise a formal complaint about all of this, log a complaint yourself (https://www.three.co.uk/support/how-to-complain/complaints-form) and, much as it pains me to say this as I hate the platform, start posting negative experience updates on Twitter (or whatever it's called today) and tag them in them (@ThreeUKSupport and @ThreeUK) - they were more responsive to me on there than anywhere else and may steer you towards the on-shore support team via a different webchat or phone call who can hopefully confirm that there's not a lot of chance of improving things for you and that they are unable to provide the service you're paying for... and then hopefully an early release.
I don't know if @Three_Is_Broken is still active on Twitter or if similar accounts exist now but my tweets used to get picked up and used as ammo against Three which always felt like I wasn't fighting them on my own.
For the record I moved to BT too, it's been flawless from day one, not cheap but when you're working from home you just want it to work,
Do another chat, painful as it is, mention in the chat that you'd like to raise a formal complaint about all of this, log a complaint yourself (https://www.three.co.uk/support/how-to-complain/complaints-form) and, much as it pains me to say this as I hate the platform, start posting negative experience updates on Twitter (or whatever it's called today) and tag them in them (@ThreeUKSupport and @ThreeUK) - they were more responsive to me on there than anywhere else and may steer you towards the on-shore support team via a different webchat or phone call who can hopefully confirm that there's not a lot of chance of improving things for you and that they are unable to provide the service you're paying for... and then hopefully an early release.
I don't know if @Three_Is_Broken is still active on Twitter or if similar accounts exist now but my tweets used to get picked up and used as ammo against Three which always felt like I wasn't fighting them on my own.
For the record I moved to BT too, it's been flawless from day one, not cheap but when you're working from home you just want it to work,
Edited by thetapeworm on Wednesday 26th July 10:19
LOL at that chat, I also notice call centre guys are using the 'American' method of repeating the problem back..
My cars broken.
"Im sorry to hear of your car being broken. A car is an important tool for getting around, it must be really impacting your life''
Yeah you fixed it last week and again the previous week.
"Im sorry to hear it has been repaired multiple times, repairing a car is a time consuming process and must be impacting your diary"
You said it wouldnt happen again.
"Im sorry to hear that the car is broken down again, disappointment in a failed repair can really impact your well being"
I want to leave.
"No"
And people wonder why customers just tag twitter or copy in the CEO right at the get go?
My cars broken.
"Im sorry to hear of your car being broken. A car is an important tool for getting around, it must be really impacting your life''
Yeah you fixed it last week and again the previous week.
"Im sorry to hear it has been repaired multiple times, repairing a car is a time consuming process and must be impacting your diary"
You said it wouldnt happen again.
"Im sorry to hear that the car is broken down again, disappointment in a failed repair can really impact your well being"
I want to leave.
"No"
And people wonder why customers just tag twitter or copy in the CEO right at the get go?
thetapeworm said:
it's scary how similar that chat is to the ones I had with them years ago, always blaming "network upgrades in the area" (which was true in my case) but it made everything worse once completed.
Do another chat, painful as it is, mention in the chat that you'd like to raise a formal complaint about all of this, log a complaint yourself (https://www.three.co.uk/support/how-to-complain/complaints-form) and, much as it pains me to say this as I hate the platform, start posting negative experience updates on Twitter (or whatever it's called today) and tag them in them (@ThreeUKSupport and @ThreeUK) - they were more responsive to me on there than anywhere else and may steer you towards the on-shore support team via a different webchat or phone call who can hopefully confirm that there's not a lot of chance of improving things for you and that they are unable to provide the service you're paying for... and then hopefully an early release.
I don't know if @Three_Is_Broken is still active on Twitter or if similar accounts exist now but my tweets used to get picked up and used as ammo against Three which always felt like I wasn't fighting them on my own.
For the record I moved to BT too, it's been flawless from day one, not cheap but when you're working from home you just want it to work,
Thanks for the info theTapeworm! I have logged an official complaint on Three and will resurrect my old Twitter account today, I did actually buy the router from a Three store do you reckon there is any point going in to confront them? or are they just agents with no power over the contracts?Do another chat, painful as it is, mention in the chat that you'd like to raise a formal complaint about all of this, log a complaint yourself (https://www.three.co.uk/support/how-to-complain/complaints-form) and, much as it pains me to say this as I hate the platform, start posting negative experience updates on Twitter (or whatever it's called today) and tag them in them (@ThreeUKSupport and @ThreeUK) - they were more responsive to me on there than anywhere else and may steer you towards the on-shore support team via a different webchat or phone call who can hopefully confirm that there's not a lot of chance of improving things for you and that they are unable to provide the service you're paying for... and then hopefully an early release.
I don't know if @Three_Is_Broken is still active on Twitter or if similar accounts exist now but my tweets used to get picked up and used as ammo against Three which always felt like I wasn't fighting them on my own.
For the record I moved to BT too, it's been flawless from day one, not cheap but when you're working from home you just want it to work,
Edited by thetapeworm on Wednesday 26th July 10:19
Cheers!
Austin
aust240378 said:
Thanks for the info theTapeworm! I have logged an official complaint on Three and will resurrect my old Twitter account today, I did actually buy the router from a Three store do you reckon there is any point going in to confront them? or are they just agents with no power over the contracts?
Cheers!
Austin
I think the shop route is only really available during the cooling off period but if you're passing it's worth popping in for a chat in case they have any suggestions or can push things for you internally. Cheers!
Austin
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