3 mobile network tech support

Medz

My home signal booster is not connecting to the 3 network; and since this area is a black hole without it I can’t reliably make or receive voice calls. 

I have tried calling 3 tech support; accessing them through web chat etc but there seems no apparent way to successfully connect to them. All routes lead in a circle back to this notice! 🙈

Has anyone had any success in making contact during the lockdown? 

Exemplar

The web chat is under a lot of pressure currently. I had to try 3 times yesterday before the app worked fully and then I was number 50 something in a queue. And I did this at what I thought was an off-peak time (1430). Keep trying.

[Deleted User]

Medz said:

My home signal booster is not connecting to the 3 network; and since this area is a black hole without it I can’t reliably make or receive voice calls. 

I have tried calling 3 tech support; accessing them through web chat etc but there seems no apparent way to successfully connect to them. All routes lead in a circle back to this notice! 🙈

Has anyone had any success in making contact during the lockdown? 

Yes, absolutely! I can help.

My story; I too live in a signal black hole and Three sent me a Home Signal (black version) before my sim even arrived! This was years back.
Anyway, there was a national Home Signal outage a few weeks, maybe even a month back and my box was left flashing a rapid green led. Red led is bad, green steady means you're connected and a steady green flash means it is in use. After a few hard resets, pin in the reset button, it was clear there was a problem. I let it go for ages, thinking that it would come back round and since i wasn't without a phone; I had my landline, work mobile and wifi calling for fall back on during Lockdown/working from home.

Anyway, like yourself, I eventually tried to get in touch in all the usual ways but to no avail... In the end I messaged them on Twitter (@ThreeSupport iirc?) and a couple of days later I got reply with a link to their Social Media chat - http://www.three.co.uk/Support/social_media_webchat - please keep trying you won't anywhere straightaway... I had to try for over 20 minutes. Anyway, I got into a chat with an agent in Glasgow and although I was out fishing, she was still able to test my box remotely etc. and determined that I was one of the many customers affected. My issue was escalated to tech support and I was told I'd be contacted the next day, I think it would have been same day but I was out and I needed to be by the box. I was offered a £10 account credit as compensation, which I accepted. I suggest you press for the same, if not more? - I didn't press, was just offered it

The next day Three Support called from India and the agent talked me through and tried out a few things but there was no fix. He said that there was something he had to try remotely and that he would call back the next day although there was a chance it would be sorted by then. The same day I unplugged the Home Signal to move it back to where it was and when I plugged it back in, it started working normally again - problem solved. The same support agent, true to his work, still called me back though - on a Saturday I think it was too? Top support and service in my opinion!

Get chatting! Hope this info helps, good luck.
=======================================
Ps, I've been with Three for nearly ten years and I find their signal, as a UK average, unacceptable and I shall be leaving them in September when my current contract is up.

Frozen_up_north

I twice recently contacted Three via their chat facility (Three phone app) and had a response within a few mins, even when I was 50th in the queue.
The issue was that for 2 or 3 weeks the local site was only running 3G service, not the usual 4G. True to form, they said my phone needed updating... when I said it was a brand new iPhone SE (2020 model), they then admitted there was a problem with 4G on their network in the area.
The customer facing call centre staff at Three are hopeless, always blaming the phone the customer has, suggesting a full reset, etc... don’t fall for that one.

However, check coverage carefully before switching networks. Where I live both the O2 and Vodafone coverage is poorer than Three in places I visit, and the O2 data rate is way slower than Three at home. I haven’t tried EE but expect it to be quite good, based on a friend using them.

A useful guide to user measured data rates on all four networks, is the Rootmetrics app, or their web site:
http://webcoveragemap.rootmetrics.com/en-GB

Medz

Slipd! You are a hero! I used the link you posted. One online chat and a phone call from India later; my Home Signal is working again. Thank you so much for the information. Exactly as you explained. Best wishes. 

Curls2208

I came onto this board to complain about 3.

I just got a new sim only deal with them.

Absolutely dreadful, I can only get E or H signal wherever I go. I can't even set the thing up properly. They're website and app is useless. I've cut my losses and got a STAC code and transferred the charge back to my old Vodafone contract.

I'll try this contract with Vodafone for the immediate future. Far better network.

https://www.fonehouse.co.uk/best-sim-only-deals

(you have to click on the Vodafone picture )