My details haven't changed. Same postcode and phone. 

Hey there ​@Rick.T, my apologies for that. As mentioned above:

“Unfortunately, as mentioned, we're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.

We hope to have things fixed as soon as possible and will add any updates here.

https://www.three.co.uk/support/network-and-coverage/coverage?location=dh44ar&tab=2#tabs-c2d0d12ce8-item-2988999184-tab

This page is updated every 30-minutes, and we hope it’s resolved ASAP for you. We sincerely apologise for the inconveniences caused.”

If the issue is still on-going for yourself, please let us know and we’ll drop you a PM to investigate further and see if we can get a time-frame on the on-going work in your area.

Thanks,

Tyler

It is still ongoing. I've had a letter in the post from the complaints department asking me to contact them, which I did. Was told they'd get back to me in 3-5 days. That was 7 days ago. 

It's been 27 days since I first raised the issue and I've still not heard anything more than “We'll get back to you”. 

Hey there ​@Rick.T, sorry to hear that. If our complaints team are investigating this with you, we’d recommend keeping in touch with them, or awaiting further updates. You can call them on 0800 049 2402 to chase an update.

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

Thanks,

Tyler

It still hasn't improved. 

I didn't speak to someone in customer service who, to his credit was very helpful. He said he was going to credit my account. Although the direct debit has just been taken for the full amount?

Hey there ​@Rick.T, I would recommend getting back in touch with the team you originally raised this with to check up on an update and to look into if the credit was applied.

Thanks,

Tyler

The team doesn't seem very interested. 

I’ve tried. I'm currently being charged £50 a month for an unlimited data plan that isn't providing the data I'm paying for. The “credit” applied to my account was apparently fictitious.

I'm raising a complaint with the communication ombudsman. 

Hi there ​@Rick.T, what team are you currently in contact with please?

When did you last speak to them, and what was said directly?

Thanks,

Tyler

First raised the issue here. Then called customer service. Who passed me to tech support, who requested I preform a speed test take screen shots, and email it to them. They then emailed back saying they couldn't do anything with those screenshots, even though they were emailed from the email account linked to my phone number. Unless I gave them (and I still have the email where they asked for this)

• My customer service pin.
• Bank details.
• 2 forms of ID

Generally companies don't ask for sensitive data like that to be sent unsecured, via email. I'm no expert, but I'd wager that's a violation of the data protection act. 

So I called customer service, (again). They were able to verify my ID over the phone. They're fully aware of tech support asking people to jump though hoops. They were able to bypass it easily on their end. 

I was told my account would be credited £20, but as stated, the direct debit was taken yesterday, for the full amount. 

So Tyler, as for your question as to which team I'm in contact with. I don't know… all of them? Yourself, customer service, tech support. Although none of them seem to know what the others are doing, and “in contact” is probably a stretch since the only time I hear from them is when I phone them. 

In the 6 weeks since my initial complaint, nobody has been able to tell me what the issue is, when or, if it's going to be fixed. I've had £20 credited to my account, which was never credited. In 2 weeks time, it'll be 2 months. I'll have paid £100 for an unlimited data contract without data. 

“Ring customer service again” is not an adequate response. 

I've copied this thread into a text document. I have the email from tech support and various speed tests that show the horrendous latency and appalling speed (measured in kbps) that I'm recieving. 

It strikes me as odd that right after Three merged with Vodafone and added thousands of new devices onto the network the service I was recieving collapsed. 

I've checked on the Communication Ombudsman's website and I have to allow IDmobile 8 weeks to resolve my complaint. It's been 6. 

Hi there ​@Rick.T, sorry to hear all this. Unfortunately with network issues, there isn’t always a quick fix, otherwise, of course we’d do that for you. Would you like us to drop you a PM here to check your account and see where the complaints at?

Thanks,

Tyler