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Three customer service telling porkies. |
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#1 |
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Forum Member
Join Date: Mar 2014
Posts: 2,198
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Three customer service telling porkies.
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? |
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#2 |
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Join Date: Mar 2014
Posts: 2,198
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Maybe I'm the only one then.
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#3 |
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Forum Member
Join Date: Mar 2009
Location: Bath
Posts: 682
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Quote:
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 |
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#4 |
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Forum Member
Join Date: Jan 2003
Location: In Gods Own County
Posts: 20,678
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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 ? |
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#5 |
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Forum Member
Join Date: Jul 2002
Location: a land filled with trolls
Posts: 12,021
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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? |
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#6 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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Yeah a status check on the map by postcode would be very nice.
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#7 |
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Forum Member
Join Date: Dec 2006
Posts: 261
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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 |
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#8 |
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Join Date: Jul 2002
Location: a land filled with trolls
Posts: 12,021
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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. |
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#9 |
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Join Date: Jan 2012
Location: London, UK
Posts: 8,759
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Yeah a status check on the map by postcode would be very nice.
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#10 |
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Join Date: Mar 2009
Posts: 14,577
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Quote:
That's only planned maintenance, not live faults though.
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#11 |
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Join Date: Mar 2014
Posts: 2,198
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Quote:
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?
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#12 |
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Join Date: Mar 2009
Posts: 14,577
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Quote:
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?
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. |
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#13 |
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Join Date: Dec 2002
Location: East Midlands
Posts: 3,842
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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. |
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#14 |
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Join Date: Mar 2009
Posts: 14,577
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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. |
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#15 |
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Forum Member
Join Date: Mar 2014
Posts: 2,198
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[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! |
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#16 |
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Inactive Member
Join Date: Mar 2003
Location: London, United Kingdom
Posts: 19,783
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Maybe I'm the only one then.
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#17 |
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Forum Member
Join Date: Mar 2014
Posts: 2,198
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Quote:
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?
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#18 |
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Inactive Member
Join Date: Mar 2003
Location: London, United Kingdom
Posts: 19,783
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Get a life mate and stop trolling looking for arguments. People have been very helpful on here. .
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#19 |
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Forum Member
Join Date: Sep 2007
Posts: 620
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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. |
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#20 |
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Forum Member
Join Date: Mar 2014
Posts: 2,198
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Quote:
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. |
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#21 |
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Forum Member
Join Date: Sep 2007
Posts: 620
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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!
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#22 |
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Forum Member
Join Date: Mar 2014
Posts: 2,198
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Quote:
No they will be an Indian call centre as usual.
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! |
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#23 |
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Forum Member
Join Date: Sep 2007
Posts: 620
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Quote:
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! 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. |
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#24 |
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Forum Member
Join Date: Mar 2014
Posts: 2,198
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Quote:
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. This experience has tainted my confidence in Three as a reliable network! |
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#25 |
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Forum Member
Join Date: Mar 2014
Posts: 2,198
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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.
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