Advice Please-Had No Network/Signal For 13 Days

Diamond78

Please can someone give me advice please. Since Saturday 27th August, I have had no signal/network on my Three phone. I contacted them from my son's phone and I was told there were no issues in my area. 24 hours later, the same thing, so again called and was told there was no issues. I was guided to test out the phone, which was working fine and I was told the matter would be escallated.

Previous to this, roughly a week before, I had problems with connecting to the internet through my phone and I was told I would have technical issues trying to connect until the end of October, however, the service could resume before that date. I was offered £30 credit, £15 off the coming bill and £15 the month after.

To cut the story short, I still have no network. Sometimes one bar comes up and someone manages to call me before I get cut off. I can't call or receive calls at all, although sometimes I get a signal in the garden.

On the 28th August, I bought a T-Mobile pay as you go dongle. I was told the postcode had very good coverage. I got home, no signal. And when I did get signal, it was very very slow. I phoned up T-Mobile, who informed me the mast in my area had been down since the day before, he also said Three share the same mast.

Since all this, I have called both companies several times, each time I get told that there is nothing they can do. I have asked T-Mobile if I can return the dongle for a refund, yet they refuse to answer. The staff in the store are not helpful, so I dare go back and ask.

Three are also refusing to update me on the status of the mast. Despite telling me they would deduct £15 from my bill, they took full payment. I have submitted a complaint with both for the lack of communication and sent emails to both of their head offices. I was told by Three I would get response from a case officer withinn seven days, it is now ten days and no one has got back to me, depsite me having my son's phone, which works.

T-Mobile did say to me in an email that I should of read the terms and conditions when buying the dongle as it states that they cannot always provide a service.

I cannot take my complaint further, without following their complaints procedure, so what can I do next? Any advice, no matter small, would be greatly appreciated. Sorry for any spelling mistakes but it's hard to see as I am using the laptop in a park.

Silk

Diamond78 wrote: »

Previous to this, roughly a week before, I had problems with connecting to the internet through my phone and I was told I would have technical issues trying to connect until the end of October, however, the service could resume before that date. I was offered £30 credit, £15 off the coming bill and £15 the month after.

Hi Diamond,
I think you are going to have to wait until the end of October if you have accepted that situation and agreed to the credits ...to cover yourself though for any problems after that date you need to create a paper trail (or email) history of the situation so that you can use the window of signal issues to cancel the contract etc etc

Regarding the dongle I would bite the bullet and go back to store and ask for the manager ...point out it was bought with a postcode check and point out the mast problems ..as the dongle will not work at the postcode you bought it for insist that they accept it as a return.

Diamond78

Thank you Silk for your reply. The manager I spoke to back then, who agreed to the £30 credit, only told me that I would have problems connecting to the internet. He never mentioned the mast being down, he said they were upgrading it or similar to that. If he had told me that I would have no network to receive or make calls, no way on earth would I accepted it. Maybe I will try and contact Otelo, not sure if they can help as they usually expect you to go through the company complaints procedure.

I will try returning the dongle, although I doubt they will accept it as it has been nearly two weeks since I purchased it. They are a bit rude and only have time for customers who are taking out contracts. They may turn round and ask me why it has taken so long to return it, however, I have proof through the emails I have sent the head office, as I am waiting for a reply from them if I can return it or not.

Thanks again, I will update if I am successful :-)

Silk

Diamond78 wrote: »

Thank you Silk for your reply. The manager I spoke to back then, who agreed to the £30 credit, only told me that I would have problems connecting to the internet. )

Hi Diamond,
Regarding the phone ...for the time being it may work better if you turn off 3g ..if it's a 3g phone that is.

Regarding the 2 weeks it's been that long to give it a fair trial to make sure it wasn't a temp problem etc