Tag Archive for Three

What do you do when Three won’t #makeitright?

August 15, 2015 Technology No comments

I’ve been a Three customer now for over five years, having switched from Orange when they couldn’t be bothered to fix their abysmal network and repeatedly lied about the causes of their problems.

Over the past five years I’ve been a loyal and extremely satisfied customer. Not just a loyal customer, in fact, but an evangelist who has brought them lots of new business. Unlimited data, unlimited tethering, no extra charge for 4G and customer support people who don’t try and blame every problem on your phone, no matter how nonsensical that may be. What’s not to like?

Well, things have changed and not for the better. Unlimited tethering is a thing of the past and the One Plan that brought it has been withdrawn despite Three confirming on Twitter and by email that existing customers would keep it as long as they didn’t upgrade or change their account. The current price plans that have replaced it are quite inferior by comparison and more expensive too.

Currently I have the sim only One Plan. It gives me 2,000 minutes, 5,000 texts, 5,000 minutes of 3 to 3 calls, unlimited data and unlimited tethering for £19 per month. I’ve happily been paying my £19 for a year and a half but now I’ve got to change my price plan, put up my bill and tie myself into another 12 month contract to get less than what I get now. Obviously I don’t want to do this. The closest price plan to the one I have now is £27 per month – an increase of £8 per month, or £96 per year – and for that I can have unlimited data and calls and a relatively miserly 4GB of tethering.

Now, most months I can easily get by with 4GB of tethering but on occasion it’s nowhere near enough. This month, for instance, we’ve spent a week on a caravan site in Wales with no Wi-Fi so everyone used my phone’s Wi-Fi hotspot. I’ve used nearly 10GB of tethering already this month which would have added an extra £30 onto my bill at the standard charge of £5 per GB over the 4GB allowance. Like most kids nowadays, mine spend their lives on YouTube and online gaming and for my autistic son, not being able to get on the internet isn’t just an inconvenience when he’s bored, it’s the end of the world.

I’ve made a couple of calls to Three to voice my disappointment and see what options I have but nobody’s convinced me yet . I can get 8GB of tethering but only if I upgrade with a handset, putting my bills up even more and tying myself into a two year contract. I don’t need a new phone – I’ve only had my Galaxy S5 for about 6 months – but I looked on the website anyway to see if there was anything worth having and I was shocked at the prices. To get a Galaxy S6 (the model that’s replaced my S5) I’d have to pay £50 per month. To get the phone I currently have – last year’s flagship model – would cost me £44 per month. This values the Samsung Galaxy S5 at £408 when you can buy the phone from Samsung directly for £329. These are just ridiculous prices and makes staying sim only the only cost effective option with a price hike of £8 per month for less than what I’m getting now. You can see why I’m not happy.

Three’s price plans cost much the same as the other networks now and the only thing that really sets Three apart from the others is the unlimited data and customer services which, if you can demonstrate that you know what you’re talking about, don’t treat you like an idiot and are quite open with you about the issues you’re having even if that means they admitting blame. Anyone who’s tried convincing EE that a problem that’s affecting lots of people in the same area that you don’t need to factory reset your phone to fix it will appreciate what a big thing this is. That counts for a lot and it’s that more than anything – more than the unlimited data which I absolutely make use of on a monthly basis – that makes me reluctant to move elsewhere.

I’m torn really on what to do. I can get 4G most places I go but not at home and nobody will tell me the RFS date for 4G on my home mast. That’s irritating when it’s available in the next street but HSDPA+ is fast so it’s not a deal breaker just yet. I dislike EE because they have a no blame culture – as in, they are never to blame. O2 and Vodafone coverage round here is pretty poor and the least said about O2’s network the better. There is nothing that makes me think that any other network will give me a service that is better than what I get from Three, or even one that is just as good, but I do feel like I’ve been let down by Three who are rewarding my loyalty (I have another three contracts and a payg with them – for my family of course, I’m not a drug dealer) with contempt. I appreciate that I’m only one customer and I only have five connections out of 8m+ subscriptions but I still feel that I should be treated better. I don’t want the world, I just want the old Three back.

High speed mobile services coming to the UK

September 12, 2012 Geekery, Technology One comment

Orange/T-Mobile are launching a new 4G mobile phone service under the brand Everything Everywhere (EE), the name they gave themselves when the two networks merged.

4G LTEThere’s been a bit of controversy around the 4G roll-out though.  OFCOM, which is responsible for licensing the spectrum that 4G mobile networks will use, has given EE permission to use some of the spectrum it already owns to roll out 4G services ahead of the auction for the rest of the spectrum.  Other mobile phone providers reckon this is a bit unfair as they don’t have any spare spectrum and EE only have spare spectrum because OFCOM gave them a big chunk for free a few years ago.  They thought that was unfair at the time as well but nothing came of it.

Three make a bit of a fuss about the way the 4G auction was going to be run, saying that it gave an unfair advantage to the big four networks who already had lots of spectrum.  They have since done a deal with EE to run their own 4G services over their network.  It’s a logical extension of the mast-sharing deal they currently have with Orange.

The 4G launch will be an Apple-free zone with only Windows 8 and Android phones expected in the first year and although Apple is rumoured to be preparing a 4G version of the iBrick it might not work with EE’s network.

It does seem a little unfair that EE are getting to launch their 4G network early but while it gives them an advantage at the outset being the only 4G provider, they’re going to find themselves running a network on the wrong frequency with a limited set of handsets as a result.  They’ll buy more spectrum in the auction and then spend stupid money running the two alongside each other.  This fragmentation happens in the US and it’s a nightmare – you get entire cities with only one operator because the mobile network has been built non-standard and no other operator’s handsets work.

Whatever happens, the rollout of 4G can only be a good thing.  Fixed line broadband really has had its day – wireless has virtually limitless possibilities and can provide high speed data connections where laying miles of copper wires or fibre optics just aren’t an option.  The only thing that is likely to hold it back is divergence as a result of EE’s early adoption and companies spending stupid money in the spectrum auctions and not having enough cash to invest in building the new networks.

I have Three. Yay!

November 4, 2010 Technology No comments

Talking to a colleague at work about his problems with Orange (pretty much the same we’re having at Chez Wonko), I decided to phone Orange again to see what the score was following my phone call on Saturday.  The person I spoke to actually seemed to be doing something so thinking I was on a roll I decided to phone Three again.

The colleague in question had sent me a link to a website that said Three were opting out of network sharing with Orange in areas where they had good coverage.  Three think they have good coverage here which is why they turned a mast off so maybe they’d opted out of network sharing where I live?  They haven’t but the person I spoke to said “we don’t want you to leave us, let me see if we can fix your problem”.

What have I got to lose?  I’m waiting for Mrs Sane to sort out Orange so we can change networks together and like I said on Saturday, if Orange sort out their problem I don’t necessarily need to change networks.

Imagine my surprise when I looked at my phone this morning and it was on Three.  Not only was it on Three, it had a full signal.  They phoned me today and said they’d changed something at the mast so that I would get coverage while they sorted out another mast for the area which should be operational in about 3-4 months time.

Sorted!

A Dilemma

September 25, 2010 Customer Services, Technology 3 comments

A couple of months ago I achieved a small personal victory against Orange who finally admitted that their network is struggling and terminated my contract early.  They’ve since agreed to pay me a quite reasonable amount of compensation for unreasonably keeping me in contract when they knew they couldn’t provide me with the service I was paying for.

So I changed to Three for a number of reasons, foremost of which was the value for money and the superior coverage.  For £32 per month I get a free network unlocked HTC Desire, 500 minutes of any network calls, 1000 minutes of Three to Three calls, 1000 texts, 120 MMS messages and 1gb of data.  On the coverage front, I get Three’s network which provides relatively patchy coverage nationally (but fine in the places I frequent regularly) and roaming access to voice and data on Orange – the largest combined coverage of any UK mobile network.

I have been more than happy with Three right up until last Saturday when my phone would no longer connect to Three and was stuck on roaming.  I assumed it was a local problem and after a few hours called Three to confirm they were aware of the problem.  They said there was no problem, it must be the phone and I should turn it off and take out the sim card, leave it for a few minutes and try again.  I left it overnight to see if the problem went away by itself but it didn’t so I tried what I was advised to do and that failed to fix the problem.

So I called again and was told it must be my phone and that there is a known problem with the HTC Desire that can cause it to latch onto a roaming network and be reluctant to move back to the home network.  I was told to take my phone to a Three or Carphone Warehouse shop and get it flashed to the latest version of the software under warranty.  The phone had updated that morning so I knew it was up-to-date but I reluctantly agreed to do as they said.  But later that day I went to a relative’s house and as soon as I travelled away from home, the phone picked up Three again.  “Ah-ha”, I thought, “that proves it’s the network”.

So when I got home I checked #2 son’s phone which is also on Three and his had the same problem.  I manually scanned for networks and it would only pick up Three on 2G – scanning with the phone set to 3G wouldn’t pick up Three at all.  So it’s definitely the network, without a doubt and I phoned Three back up again.  The person I spoke to this time told me that the mast by my house had been decommissioned and that they were currently working on the next nearest to upgrade it to take up the slack from the decommissioned mast.  This would take a couple of days, he told me.

Being a naturally suspicious person, I decided to go to the Three shop in town and check it out the following day.  I went, they checked and confirmed that what I was told was correct.  Brilliant, it’s not my phone and I just need to sit tight for a few days and it’ll be sorted.  Except it isn’t sorted because my phone still roams onto Orange as soon as I turn into my street and it’s been a week.  I called Three today to find out if the upgrade had been finished on the other mast – yes it has and there are no problems with any of the masts in my area.  You know what’s coming next don’t you?  I did and I sighed.

The handset faults person asked me for my software versions again and told me that I didn’t have the latest version.  I disagreed.  So did he.  He told me it was my phone and I needed to get it flashed.  I told him it wasn’t my phone and explained all the above again and asked him if he genuinely thought that it was all a co-incidence and that two different models of phone had spontaneously developed the same fault which only manifests itself in my street and started when they turned off the mast near my house?  He said it could be.  Clearly it isn’t.  This is what I do for a job – I diagnose and fix application infrastructure faults for a multinational IT company.

The aforementioned handset faults person got his supervisor to phone me back and we went through it all again.  He didn’t try and blag me the like his colleague did though and agreed that it was Three’s fault.  He offered me a different handset or to terminate my contract without charge.  As I’ve already proven it’s not the handset with #2 son’s phone, the only option is to terminate the contract and go elsewhere.

But here’s the dilemma: my phone works in the house, it just can’t get a Three signal so it roams onto Orange.  If I’m on a call when I turn into the street it invariably cuts me off as it tries to keep the Three signal for as long as possible and ends up cutting me off because it’s too late to switch the call to Orange.  And I came off Orange for a reason – the network is overloaded and unreliable.  But I won’t get the deal I’ve got from Three if I go to another network – I won’t get the data, the free calls or the coverage.

Obviously Orange is out of the question so that leaves me with T-Mobile, O2 or Vodafone.  We’ve dabbled with T-Mobile and it was nothing special and then they built a new mast at the end of the road and the signal nosedived to the extent that it often wouldn’t work indoors.  So that leaves O2 or Vodafone.  Having worked for a mobile phone dealer, I know that Vodafone’s upgrades are shit – you have to spend quite a lot of money with them to get a decent upgrade when your contract is up so that leaves O2.  But O2 have overloaded their network with free data packages to the extent that their network in London was pretty much knocked out earlier this year for weeks.

So now you see my dilemma, what should I do?