Urgh – I hate to moan on and on about Three, but I will – partly to document, partly to moan, and just get it out of my system.
Firstly – I’ll say this – Three, when everything is working are THE BEST network for overall coverage (I’ve found) in most of the UK. They used to be appalling, they really sucked coverage wise and their Customer Service was appalling, now the coverage is generally good and the CS is a bit less shit.
Since Tuesday 29th October, the coverage at home has pretty much gone, everywhere else I go, it’s just as good as ever, but there is a fault with the mast that is metres from my door. It’s had a few wobbles in the past year, but it’s REALLY broken now. I spoke to the Twitter @ThreeUKSupport team on Tuesday and they confirmed there was a fault with the mast, annoying, but okay. Come Thursday, it was still faulty, I decided to bite the bullet and ring India to see what was happening.
The guy was perfectly polite, and took me through ‘troubleshooting’ which consisted of telling me to turn my phone off and on. He said there was a fault and it’d be fixed in two working days. I thanked him for his time, and said goodbye!
Two days later, still broken – so I decided to give it an extra day for luck and rang yesterday..
First off – if you’re having signal issues you can only really call Three on their National Rate number from a landline / other phone. Knowing that I’d be on hold for 10-15 minutes, I found an alternative Freephone number for Three – 0800 3588460 – Ring that and press 2 to get through to the normal CS.
Anyway – again, I got through to another rep, and he was polite. I was told some bad news though.. It would be ANOTHER five days. To say sorry, they’d credit £5 to my bill.
I lost my temper.
£5 for Twelve Days without service wasn’t really good enough.
The guy apologised and said he couldn’t do much as he was in First Line Support – I asked if I could talk to someone more senior, or in second line support. I couldn’t, the reason..?
“I’m sorry Sir, they are all busy at the moment working on your local mast”
Wow – REALLY? ALL of Three UK’s Senior people or Second Line Support were working on my mast and couldn’t take a call? I disbelieve that somehow.
My next line of questioning was perhaps loaning me a Home Signal device while the signal was down. For those not in the know, a Home Signal is a router sized box that plugs into your internet connection and creates a ‘mini phone mast’ for the household. They are used in areas where there is a poor signal, and Three also loan them to customers without signal – look here – or below..
The chap told me I could of course have a Home Signal. YAY! But – I could only have one AFTER they’ve fixed the fault.
Yep, you read right, once I get my great signal back I can have a Home Signal box. I pointed out how ridiculous this was! The explanation was that the Home Signal box ‘boosts’ the signal from the mast. This is a lie. It doesn’t. The chap was adamant that I could only have one AFTER the fault was fixed, and he eventually said he’d refund my line rental (and Loz’s) for the period of downtime. (Around £30). That was satisfactory, although the lie about the Home Signal narked me.
I got in touch with the @ThreeUKSupport team and begged them for a Home Signal. I got this response..
I pointed out I’d seen it on their site that it said they do lend them out..
They didn’t reply.
I can tolerate shit customer service, I just can’t stand the LIES.
Right – that’s my last moan for now on Three. I’m as bored moaning about it as you probably are reading about it..
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