Tag Archives: customer service

3 Customer Support is improving…

I’m very glad to report that 3’s (Hutchinson 3G’s) Customer Service is finally improving.

I’ve had to speak with various people at 3 today because my local 3G mast has become unavailable, leaving me with very little coverage. The only way I can currently get coverage is by using Orange’s backup 2G network.

I spoke to 3 today and told them about the issue. To be truthful, I spoke to a technician online first (as 3 provides online chat as well as free telephone customer support), but he was very helpful and quickly reported the issue for investigation.

I then got a text from 3 this afternoon saying that they’d tried to call me back but I wasn’t available. I was glad to hear they had tried (how many times has a company promised you a call back, but not bothered?), but as I was out at that time I couldn’t take the call. In the text they provided me with an 0845 number to call them back with, and despite having to wait a little while for an advisor, I did get through to a very helpful man.

He told me that the problem would be investigated and gave me some instructions to make sure my 3G connectivity was available as soon as possible. He was very apologetic and promised me the problem would be solved within 21 days.

After lots of discussion, the man finally said that 3 may call me in the next few weeks to check the 3G coverage is available again. I was fine with this and the man I spoke to was very thankful for my co-operation.

In the end, I was also promised a little compensation for the lack of service. I didn’t ask for it – it was simply offered to me, so I willingly accepted it. This means I will receive a free top-up to the value of £10 (so I am told).  I haven’t received the compensation yet, but I have been promised it within the next 24 hours so hopefully I shall get it soon.

In conclusion, I am very happy with the service I received today. There are countless reports of poor customer service, but if you have a little patience and don’t loose your temper, the customer service is really efficient and helpful.

Why can’t you access internet on 3 (Three) Mobile without 3G available?

I love 3 (Three), they are fantastic. Calls and texts are cheap as chips and generally it’s an all round good network.

I have just one bone to pick though. Their 3G coverage in the UK is generally good but in my area there isn’t very much. If you live in a city, it’s a slightly different story as most cities have consistent 3G signal. But I, for one and many others, don’t.

So it becomes a problem when I can only get GPRS and EDGE where I live, as Three restrict access to the Internet so that you can only get to it when you’re in 3G. Try and get to it on 2G or 2.5G, and you’ll just get a timeout when going to an external site (any site other than Planet 3).

It’s a pain in the backside and I’ve made countless calls to Three about not being able to get Internet in 2G, but they won’t do anything about it other than repeatedly sending me Internet settings I already have.

Why can’t they just allow internet access in 2G signals? Is it only me that can’t get internet in 2G? If you are on Three and can get internet access (other than Planet 3) please post a comment so I can contact Three and investigate this further.

It just annoys me… why have mobile Internet if you can’t access it most of the time?

Update: I have recently been able to get internet on a 2G connection which is somewhat strange. It suddenly seemed to start working as soon as 3 introduced the free mobile internet when you top up. Can anyone else now get an internet connection from their phone when they are in 2G, and browse the web?