on 12-08-2019 12:08 PM
on 13-08-2019 01:53 PM
@erik_c Thanks for doing all those troubleshooting steps. The next thing here is to check your area for ongoing works and coverage. Can you send me a PM with your address, please? You'll see "send a PM" under my signature.
16-08-2019 02:00 PM - edited 16-08-2019 02:02 PM
After being contacted by Deborah from 3 customer services, and exchanging a series of emails, I had high hopes of reporting a satisfactory solution as well as being pleased with 3 Care support. The problem was referred to the 3 tech team but this has led to quite a severe disappointment that has changed my mind about 3 Care. Their response to me by text is: "We have reviewed your case and believe it has been resolved. Your service should be back to normal." They did not contact me directly or seek information by any means on whether anything had changed. So on what evidence do they conclude my service is back to normal? Unless they are saying that my 4G download speed, currently 0.92 Mbs, is normal. I did not subscribe to 3 Unlimited to be insulted in such a manner. I can see I am on my own with no "Care" but, before I quit 3Ireland, I will try a change of external antennas. Given though that I am not a tremendous distance from the closest mast, and already have high received signal strength, I suspect achieving a usuable speed commensurate with the purpose of the package that I am subscribed to is likely to be impossible.
on 16-08-2019 02:21 PM
Hi Erik, the response that you received came from the team investigating your case. I forwarded this onto them in order to see if there was something causing the difficulties you described. The purpose of these case, normally, is to rule out a fault with the mast and I was looking at the analysis to see if it confirmed what we had already spoken about. The response confirms that there is no fault with the mast(s) you're connecting to. Taking this into consideration and combining it with the thorough investigation I completed, with your help, we can undoubtedly confirm that your service is being impacted by geographical structures/factors such as hills and woods. I have also replied to your PM to provide you with the updates as promised.
on 16-08-2019 04:05 PM
Hello Deborah. Telling me the service is back to normal implies that it was not previously in that state. But seeing that nothing has changed shows me that this was a very poor choice of words by your tech team. I do however note the conclusions you have given me in your PM and in your reply on here and do not doubt that you are completely correct. So I thank you again for your assistance. I will, as you know, attempt to improve the speed by the means I have previously stated prior to exploring alternative ISPs. I do not expect success but if a miracle happens I will report it here. Regards, Erik.
on 20-08-2019 08:00 PM
Hello Erik I had terrible connection too.. it is since 3 weeks or so, I got 0.5 mbs average on a payed "4g all you can eat data".. but there is nothing you can eat with 0.5mbs.. sometimes even no connection at all.. I never had so much trouble in the past with Three.. it looks like they completely don't care of their service which is equal to 0 at the moment.. in exchange I pay regurally every **bleep** month as direct debit..
Tried everything, switch sim, change network, cheking area coverage, mast issues..chat with tons of customer service.. nothing.. they just told me "everything is running fine in your area".. and I have an internet speed that not even in the early 90's I had..
And I'm reading so many people as us..
Already checking for an alternative provider.. but I don't think they care
on 21-08-2019 09:34 AM
on 21-08-2019 01:35 PM
Hello Luke. I am already checking with another provider and have found one. But their package is not as attractive as Three. Of course, you'll know and you have said so, it is no good having a package that cannot be used for the purpose it's designed for. My download speed is so low that I could not download to the maximum amount of the data allocation even if I constantly streamed 24 hours a day for the 30 days! Since you have had a change for the worst, I can see there is a genuine complaint for you. I, on the other hand, have never had better than 2Mbps average and very likely have specific local issues. The difficulty is exacerbated by the numerous variables involved with 4G service provision. But no matter what your opinion of Three is, and in my case I had a lot of help from customer services and an obtuse text from tech support, in my location which is rural and some distance from the nearest mast, I have to try to help myself. This has involved considerable research into LTE and making an action plan to try to effect some improvement. Once done I will report back. Meanwhile I hope you get your own problem sorted out or you can find a more suitable provider. Regards, Erik.