[toofast]

I reported a huge drop in signal and network connection to Three CS last week. The agent on the phone told me to wait whilst he confirmed that a fault was the cause of the problem then imformed me that an engineer would fix the transmitter on Saturday (last week). No fix took place. So then I phoned yesterday and again they confirmed an issue and told me it would be fixed in 7 days! Frustrated with this and still unable to use my phone, I called again today and the agent said there was no reported fault in my area but would fill out an engineers report and it would be resolved in 2 days!!!! What!
So then I decided to phone my local 3 store and they did a transmitter search and informed me that a transmitter was indeed at fault, and it was earmarked for inspection on the 12th!
I am inclined to believed the 3 store guy as he seemed pretty genuine and not very complementary about using customer services. I feel like customer services have not a clue!

Anyone else had a similar experience?

[toofast]

Maybe I'm the only one then.

[thebtman]

Quote:

Originally Posted by toofast

I reported a huge drop in signal and network connection to Three CS last week. The agent on the phone told me to wait whilst he confirmed that a fault was the cause of the problem then imformed me that an engineer would fix the transmitter on Saturday (last week). No fix took place. So then I phoned yesterday and again they confirmed an issue and told me it would be fixed in 7 days! Frustrated with this and still unable to use my phone, I called again today and the agent said there was no reported fault in my area but would fill out an engineers report and it would be resolved in 2 days!!!! What!
So then I decided to phone my local 3 store and they did a transmitter search and informed me that a transmitter was indeed at fault, and it was earmarked for inspection on the 12th!
I am inclined to believed the 3 store guy as he seemed pretty genuine and not very complementary about using customer services. I feel like customer services have not a clue!

Anyone else had a similar experience?

NO I would agree that when i have contacted Three about Base Station issues they have been very poor

[coopermanyorks]

We have a Three Mifi @ work,it would not connect to the www,,we rang Three CS to be told there was no problem,days later still no internet.We went into town and asked in the local Three shop who advised us that a mast on a farm close by had been the subject of cable theft and would be out of action for a period of time

I put it down to the locals knowing more about local issues and not fibbing CS ?

[jonmorris]

Local knowledge is something you often lose when outsourcing things. This is a good example, but it goes back way further than Three.

I remember being fobbed off from Orange after it set up in 1994, and it was only when I got access to the engineers directly at Bristol that I was able to get accurate information.

But I did realise that when it came to managing a network of sites and switches, including some problematic home location registers, that you may well be told the truth but then a situation changes (a new fault found, or a small problem becomes a big problem).

It would be nice if the online checker actually gave information though. What's the point in being able to check by post code when it comes back that everything is fine, and clearly isn't?

[Thine Wonk]

Yeah a status check on the map by postcode would be very nice.

[Prof-x]

Our transmitter blew down over Christmas in high winds.

Trying to report it through cs was painful. They said they checked and no fault. I insisted they check again and apparently they could see a problem after further checking.

I can only assume they are told to follow a script as I reckon most faults reported are probably red herrings and they have equipment to detect true faults

[jonmorris]

Perhaps in the first instance, a call centre is merely able to check a list of known sites down for maintenance - but not faults or more recent issues?

Maybe they can then go into a system to do a more detailed check, but would prefer to fob you off than use it. Maybe they're told not to use it unless a customer really insists, or has reported an issue many times.

A lot of the time, staff want you off the phone as quickly as possible as they have a load more to answer.

[jabbamk1]

Quote:

Originally Posted by Thine Wonk

Yeah a status check on the map by postcode would be very nice.

http://www.three.co.uk/support/network_and_coverage

[Thine Wonk]

Quote:

Originally Posted by jabbamk1

http://www.three.co.uk/support/network_and_coverage

That's only planned maintenance, not live faults though.

[toofast]

Quote:

Originally Posted by jabbamk1

http://www.three.co.uk/support/network_and_coverage

As far as I can tell the 3 stores have access to a live update of faulty base stations. CS and the net are near to useless! Why don't CS have the same access?

[Thine Wonk]

Quote:

Originally Posted by toofast

As far as I can tell the 3 stores have access to a live update of faulty base stations. CS and the net are near to useless! Why don't CS have the same access?

Totally wrong, however you do need to go through to the right team. No point calling billing etc, you need to press the right menu option and sometimes you have to log a fault and then get a call back, which usually happens within 24 hours.

Another note is that the information given may have been accurate at the time as btman said. If the engineer arrived at the site and found that it needed replacements, or a needed logging with the bandwidth provider, or a further visit to site, then the ETA to fix can be extended and updated on the systems.

[Richard_T]

I had no signal with three for a week or so a few months ago, also down in the same area was T mobile, Orange, and EE, According to threes CS there was no fault.
My local mast is attached to a building on a hill, its somewhere i walk past frequently.
The outage was caused by roadworks, digging up some cables next to the mast, this information was gained by visiting the pub, where some of the roadwork crew were also spending some time /had popped in.

[Thine Wonk]

There must be an issue with people not getting through to the right team to deal with these requests. Make sure you press the right options, log a ticket and if necessary ask for Level 2 or faults or somebody that can do these checks for you.

The team that handle these queries don't run from scripts and have actually read off details for me before about exactly what works are going on to quite a level of detail and then have automatically offered to credit £5 etc.

As I say it sounds like you're not getting the issue logged in the right way, either because of blocking at level 1 or using the incorrect menu options.

[toofast]

[quote=Thine Wonk;73089751]There must be an issue with people not getting through to the right team to deal with these requests. Make sure you press the right options, log a ticket and if necessary ask for Level 2 or faults or somebody that can do these checks for you.

The team that handle these queries don't run from scripts and have actually read off details for me before about exactly what works are going on to quite a level of detail and then have automatically offered to credit £5 etc.

As I say it sounds like you're not getting the issue logged in the right way, either because of blocking at level 1 or using the incorrect menu options.[/

QUOTE]


I have finally got through to the right team. I asked CS to do a base station check and they said there is no fault at the one nearest to me, where as 3 Store aid there was a fault at one about quarter of a mile away.
CS said network will be calling me back today.

This is a deeply frustrating exercise as I have enjoyed good connection and download speeds for over a year then suddenly my phone connection is non existent!

[MTUK1]

Quote:

Originally Posted by toofast

Maybe I'm the only one then.

You gave it fewer than 2 Hours. Perhaps people were making dinner or watching telly? Rather than throwing a diva strop why not wait a day or so for an answer?

[toofast]

Quote:

Originally Posted by MTUK1

You gave it fewer than 2 Hours. Perhaps people were making dinner or watching telly? Rather than throwing a diva strop why not wait a day or so for an answer?

Get a life mate and stop trolling looking for arguments. People have been very helpful on here. .

[MTUK1]

Quote:

Originally Posted by toofast

Get a life mate and stop trolling looking for arguments. People have been very helpful on here. .

I am not trolling. It's just strange to complain that you've not received a response after 2 hours on one of the lesser used threads on this site.

[mupet0000]

I've had a good Three CS experience. I complained about slow speeds/dropped calls/texts not sending in my postcode in May. They put me through to the network team and actually got engineers out to check the network. They found that the network was congested and planned upgrades.

I've been quoted a few different dates of when the capacity upgrades and maintenance would be completed, June 1st/June 22nd and now July 6th. But I haven't had to pay anything for my bill since the day I complained until July 6th, so I can't complain now lol. Since they did maintenance last month my calls and texts are fine, speeds are better but not great. They've 4G'd the mast but it's not activated yet.

Previously I was on O2 with regular data drop outs and their CS didn't care at all.

[toofast]

Quote:

Originally Posted by mupet0000

I've had a good Three CS experience. I complained about slow speeds/dropped calls/texts not sending in my postcode in May. They put me through to the network team and actually got engineers out to check the network. They found that the network was congested and planned upgrades.

I've been quoted a few different dates of when the capacity upgrades and maintenance would be completed, June 1st/June 22nd and now July 6th. But I haven't had to pay anything for my bill since the day I complained until July 6th, so I can't complain now lol. Since they did maintenance last month my calls and texts are fine, speeds are better but not great. They've 4G'd the mast but it's not activated yet.


Previously I was on O2 with regular data drop outs and their CS didn't care at all.

Apparently the network team are due to call me. Will they be a UK based outfit? I do hope they are thorough with there investigation because right now my phone is useless!

[mupet0000]

Quote:

Originally Posted by toofast

Apparently the network team are due to call me. Will they be a UK based outfit? I do hope they are thorough with there investigation because right now my phone is useless!

No they will be an Indian call centre as usual.

[toofast]

Quote:

Originally Posted by mupet0000

No they will be an Indian call centre as usual.

You're joking!

It is now 2 days waiting for the network team to call me back! Was assured today that they will call. I am now 6 days without a connection, albeit iintermittently! Have had to listen to their CS bull crap and phone them continually just to be taken seriously!

[mupet0000]

Quote:

Originally Posted by toofast

You're joking!

It is now 2 days waiting for the network team to call me back! Was assured today that they will call. I am now 6 days without a connection, albeit iintermittently! Have had to listen to their CS bull crap and phone them continually just to be taken seriously!

If they haven't called back yet, just call them up. You will have to go through the whole thing again of telling them there's an issue in your area then tell them your postcode, tell them if it's inside/outside, etc etc. They do seem to be heavily scripted, but once the script is over, they should check the postcode to see if there's any maintenance going on in that area.

I would have thought by now they've got something going on seen as you have reported it, they should have a date for when the maintenance will occur or will be completed. You should also be compensated for the loss of service until it's fixed.

[toofast]

Quote:

Originally Posted by mupet0000

If they haven't called back yet, just call them up. You will have to go through the whole thing again of telling them there's an issue in your area then tell them your postcode, tell them if it's inside/outside, etc etc. They do seem to be heavily scripted, but once the script is over, they should check the postcode to see if there's any maintenance going on in that area.

I would have thought by now they've got something going on seen as you have reported it, they should have a date for when the maintenance will occur or will be completed. You should also be compensated for the loss of service until it's fixed.

Called them an hour ago (again!) and was told the team will call before 9pm. I have absolutely no faith that amyone will call me back
This experience has tainted my confidence in Three as a reliable network!

[toofast]

Update. Network Team have identified the fault, literally yards away. Makes sense as the location is a building site, so wouldnt be surprised it the antenna was knocked or something.