Severe network issues

DIY fault check online at https://www.three.co.uk/support/network_and_coverage/network_support.

Good luck @Mr Barnaby Fryer. 

Do you still have a SMARTY plan?

What does SMARTY’s web chat team say?

I’ve often needed to make a complaint to SMARTY, via web chat, in order to get a sensible response from the complaints team (who are UK based).

SMARTY’s offshore web chat team often offer scripted responses, and do not always seem to read, nor understand question/s.

Hi @Mr Barnaby Fryer 

Sorry to hear you’ve been having issues in your area with the signal, if you’ve been having issues across multiple SIMs from different networks (that use the same host network) it sounds like that Three UK are having an outage in your area, since you were having good signal and then it’s suddenly dropped, when did you first notice these issues?

The Three outage checker should pick up and report any outages that they’re aware of and working on.

Tom

I switched to iD on 30/11/22 from a Smarty contract. The signal in my flat was okay for two or so days and had been fine to great in the years Id been with Smarty. 

After two days my network speed dropped significantly with both Smarty and iD (both powered by Three. my contract hadnt expired with smarty so I have been testing its speed against iD every few days) and now averages under 1mb/s. Even light browsing such as getting to the appropriate page to list an issue has taken some time. I use my mobile data in lieu of WiFi for my home, hence getting an unlimited data plan.

I have contacted Smarty who state there are no issues in my area, and have tried contacting three who say they cannot/will not help with this issue as I am not a Three customer. 

There have been no adjustments to the building I am in and I am situated on the top floor of a 3 floor building in a small town centre. signal is fine outside of my postcode.

the signal issues run the same across a new samsung galaxy s22 (came with the contract), my old Huawei mate 20 pro and a Huawei mifi hub. same issue across both huawei simcards and the iD sim card. each sim card has been tested in each device at least once.

I have checked iD and Threes network checker functions and both say there are no issues in my area, though in a phone call to iD a few weeks ago (prior to the conversation they denied any issues) it was stated there wereajor issues with a mast in my area.

I have been struggling to get in touch with Smarty as it was not made clear that the account for posing queries is separate to the main ID account - which as you can imagine has caused some frustration (more on this on another post).

What I want is to know why my signal is this poor and how it can be fixed. If a member of staff could please contact me I will provide the postcode/address I am situated at.

I switched to iD on 30/11/22 from a Smarty contract. The signal in my flat was okay for two or so days and had been fine to great in the years Id been with Smarty. 

After two days my network speed dropped significantly with both Smarty and iD (both powered by Three. my contract hadnt expired with smarty so I have been testing its speed against iD every few days) and now averages under 1mb/s. Even light browsing such as getting to the appropriate page to list an issue has taken some time. I use my mobile data in lieu of WiFi for my home, hence getting an unlimited data plan.

I have contacted Smarty who state there are no issues in my area, and have tried contacting three who say they cannot/will not help with this issue as I am not a Three customer. 

There have been no adjustments to the building I am in and I am situated on the top floor of a 3 floor building in a small town centre. signal is fine outside of my postcode.

the signal issues run the same across a new samsung galaxy s22 (came with the contract), my old Huawei mate 20 pro and a Huawei mifi hub. same issue across both huawei simcards and the iD sim card. each sim card has been tested in each device at least once.

I have checked iD and Threes network checker functions and both say there are no issues in my area, though in a phone call to iD a few weeks ago (prior to the conversation they denied any issues) it was stated there wereajor issues with a mast in my area.

I have been struggling to get in touch with Smarty as it was not made clear that the account for posing queries is separate to the main ID account - which as you can imagine has caused some frustration (more on this on another post).

What I want is to know why my signal is this poor and how it can be fixed. If a member of staff could please contact me I will provide the postcode/address I am situated at.

Your Galaxy S22 Ultra is a 5G capable handset - 2MB/s download on 5G doesn’t sound acceptable to me.

It could be Three UK are currently decommissioning the 3G network in your area, which they’re doing UK wide, and aim to complete the task by end of 2024. While that happens the local network performance might be degraded.

From Jan 2025, the Three UK mobile network will be 4G and 5G only.

https://help.smarty.co.uk/en/articles/6142278-switching-off-3g

Hi @Mr Barnaby Fryer 

Sorry to hear you’ve been having issues in your area with the signal, if you’ve been having issues across multiple SIMs from different networks (that use the same host network) it sounds like that Three UK are having an outage in your area, since you were having good signal and then it’s suddenly dropped, when did you first notice these issues?

The Three outage checker should pick up and report any outages that they’re aware of and working on.

Tom

@Mr Barnaby Fryer,

Please could you confirm your postcode for us and we can take a look into this?

Kash

Hello @Mr Barnaby Fryer,

Checking since, the Three Service Checker isn’t reporting any issues now: https://www.three.co.uk/support/network_and_coverage/network_support

Can you advise if you are still having issues with this?

Mohammed