Appalling 3 network - no connection

violeta_2

Hiya,

Is anyone having network connection problems on the 3 mobile network?
For the past fortnight I'm not able to receive calls and have trouble making calls. I constantly a network connection error message. If I remove and re-insert my sim card it sometimes work but more often than not don't work!

I'm getting really fed up with 3's service. They've admitted there is a problem with their network but despite calling them almost every other day for updates they've not resolved it yet and don't know what time frame for resolution is. The call centre staff are polite but useless. Other than saying problem has been passed to the 2nd level support.

It's getting so frustrating.

Does anyone know what their service commitment is and what sort of compensation should I expect and accept?

Cheers my dears!

Rolandtheroadie

I've had this problem with Three for all of my (approx) 5 years with them. Every year i phone up to cancel, and every year I dont.
The only time it got any better was with my last phone. Phoned to complain and my phone started to use the Orange network wherever I traditionally had bad coverage.

Go onto their website and double check their coverage in your area.

http://www.three.co.uk/Help_Support/Coverage

Just another thing to try (I've phoned a few times). If you have a memory card in it, remove it for a wee while and see how you go.

olly300

3 terms and conditions state this:

Disruption to 3 Services
5.9 There may be situations when 3 Services are not continuously available or the quality is affected and so we cannot guarantee continuous fault-free service.
For instance:

1. when we need to perform upgrading, maintenance or other work on the 3 network or 3 Services;
2. when you move outside 3's video service area whilst you are on a call (in this case calls may not be maintained);
3. when you are in areas not covered by the 3 network. In these cases 3 Services relies on other operators' networks where we have no control; and
4. because of other factors outside our control, such as the features or functionality of your Handset, regulatory requirements, lack of capacity, interruptions to services from other suppliers, faults in other communication networks, the weather or radio interference caused by hills, tunnels or other physical obstructions.

If you are in a networked area and can think of a relevant consumer law to argue with them use it (Hint- do you think the terms are fair when you live in an area they state you can have a decent service but can't get anything? ) , then write letter of complaint to them. Send the letter both by post and email stating you have done this in the letter.

For compensation the easiest to get out off any company is a credit to your account so if you haven't been able to use your phone for a month then ask for a month's credit as compensation.

At the end of the letter state that you will be referring the matter to OTELO if the issue is not resolved in 3 months and you will asking for both monetary compensation and a termination to your contract,as there is little point paying for a service you can't use.

If the issue is not resolved in 12 weeks then contact www.otelo.org.uk without hesitation.

BTW I left 3 to go to a different network which cost me more because 3's customer service was so bad - it didn't help that they threatened me with debt collectors during my dispute with them.

violeta_2

Thanks Olly300 and Scotsman for your advice.

This is my 3rd year with them and their network service is usually good as I'm currently living in the london area I should think coverage is at it's optimum.

I'm expecting calls from employment agencies and it's not a good impression if they can't even get through to me!

I'll see what happens in the next week or so. What a pain!

Help4you

We at 3 take complaints very seriously. We are currently undergoing a major network upgrade as I am sure our contact centre have advised.

For me to assist you further, I would appreciate speaking with you. I understand personal details can not be communicated by this forum, so what I would suggest, is you call our contact centre, log a reference and publish the reference on this site. I will then be able to contact you directly and hopefully sort our your concerns.

Rolandtheroadie

Help4you wrote: »

We at 3 take complaints very seriously. We are currently undergoing a major network upgrade as I am sure our contact centre have advised.

For me to assist you further, I would appreciate speaking with you. I understand personal details can not be communicated by this forum, so what I would suggest, is you call our contact centre, log a reference and publish the reference on this site. I will then be able to contact you directly and hopefully sort our your concerns.

Advisor Atique- You are bordering a 3g and 2.5 g
area so have a weak signal.
It is due to the location you are in, but we are
in a constant process to get the network updated in
all the places and that would definately improve the
network.

I dont get 3g OR 2.5 g where I am. I once got told a local mast was faulty. For 5 years?

soul619

Help4you wrote: »

We at 3 take complaints very seriously. We are currently undergoing a major network upgrade as I am sure our contact centre have advised.

For me to assist you further, I would appreciate speaking with you. I understand personal details can not be communicated by this forum, so what I would suggest, is you call our contact centre, log a reference and publish the reference on this site. I will then be able to contact you directly and hopefully sort our your concerns.

what a load of crud! the usual rubbish that 3 spout!

just get rid mate its ur best option! they may be the cheapest but there the worst!

robt_2

Help4you wrote: »

We at 3 take complaints very seriously. We are currently undergoing a major network upgrade as I am sure our contact centre have advised.

For me to assist you further, I would appreciate speaking with you. I understand personal details can not be communicated by this forum, so what I would suggest, is you call our contact centre, log a reference and publish the reference on this site. I will then be able to contact you directly and hopefully sort our your concerns.

Robot or just brainwashed?