on 12-02-2016 03:28 PM
Took 3 4G Broadband Contract in store was told there was 4G in my area in Kildare.
Got home and realised that it was less than satisfactory.
1.2-4.5mb at best and varies and drops all the time.
Called tech support and usual settings change and told works on mast in area and to wait for few days. Took his word and thought it may improve.
I soon realised speeds were worse and decided to return to store.
I soon realised i had no 14 day cooling off period as informed straight away on the phone to customer support. But was told in store i had 14 days!
I was told i couldn't return the device and to wait and they would open a case and check speeds and such. I did this went home called tech support and still same and speeds of 2-4 mbps,he said they considered it acceptable even if it was 0.4mbps, i informed him it was not acceptable to me! He said he could do nothing more.
I knew where this was all leading and saw the time that would be wasted and hassle that would ensue.
I called the next day and eventually was told they would not cancel the contract (only 7 days in now), so i said that this was a formal complaint and asked them the resolution they had ,they said they could do no more.
I said i wanted to cancel and was cancelling DD and was contesting any penalty fees. They said they were putting me on to cancellations and that a fee of over €700 would result in my cancellation.
I said to cancel as keeping the product was me accepting the poor service and i considered the product misleading and not fit for purpose.
I had to live chat to support to get an email address for complaints which didnt work and i got a postal address. I registered posted the device and my letter of complaint to head office.
And here i am now, i will go to the small claims court and contest any charges.
Treated badly nobody wants to listen to my complaints with bad signal service. Under no question would my contract be cancelled and i know i would have been strung along with poor or no broadband.
"Three is the devil of the broadband world"
on 12-02-2016 05:14 PM
on 13-02-2016 12:49 PM
on 13-02-2016 02:43 PM
on 13-02-2016 05:47 PM
Thanks for that, I can see that there is marginal or no 4G coverage in some areas there. You should have full 3G coverage here. Do you find the speeds any better on 3G?
on 13-02-2016 06:21 PM
There is 3G speeds of 1.2-2.6mb in the area but i signed up for 4G
'According to the ITU, a 4G network requires a mobile device to be able to exchange data at 100 Mbit/sec. A 3G network, on the other hand, can offer data speeds as slow as 3.84 Mbit/sec.
From the consumer's point of view, 4G is more a marketing term than a technical specification, but carriers feel justified in using the 4G label because it lets the consumer know that he can expect significantly faster data speeds.'
I have been through all this with tech support
on 08-03-2016 02:42 PM
Similar issue here: swapped from O2 SIM (effectively 3 for a good while) to a 3 SIM, as only way to get bigger 60GB allowance. Was told in store that I can cancel within 14 days should I get no service.
Issue is that I get good speeds when connected and have good coverage, but the modem drops the connection often every 20 minutes = can't use Skype calls for work etc. Flagged this up immediately, sent modem for repair, several calls with 1913. Still not resolved. Apparently when 1913 forward the case to the Tech Team they close it because they see I can use data, likewise they seem to regard the service as sufficient, so I can't cancel (I'd prefer if they fixed it, though).
However, the issue remains they do feel mislead by the assurance given when buying the new SIM and modem in the shop. I explicitly asked about cancellation and was told it was possible...
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