@threeuksupport Three signal problems and hard to make a complaint

[GamerNic]

My partner and I have both been relatively satisfied customers of 3 mobile since June 2013 until the last 6 months or so, as in and around our home we keep having complete signal outages where call attempts are either completely unsuccessful or drop after 30 seconds or so. Once I gave up and drove 20 minutes to see the business I was trying to call (they had thought I was prank calling as it kept connecting then cutting off!).

 

Once I was making an essential call to ESA - an 0345 number - calling first thing to avoid queues, but ended up having to use my landline costing me money (and almost 20 minutes in a queue after faffing around trying to make the call). At this point on 16/09/16 I put in an online complaint form, part of that was asking them to pay the £2.47 the call cost me, as the cost was only incurred due to their not providing the service I pay for - to date no response whatsoever.

 

Then the last straw on Friday, waiting for a text from my brother - kind of important since we were arranging to meet in order for me to to drive us 65 miles to see our dying grandfather! BUT just at the wrong moment - no signal! Causing me severe distress and an almost panic attack, in case we missed the visiting hours on possibly our last visit. Luckily my partner used his old phone to call my brother. Then his text turned up when we were nearly there, 2 hours later - thanks for that 3!

 

To give some context - I am suffering severe mental health issues just now and this is not helping. I need my phone to liaise with ESA, keep in touch with family and await the inevitable call about my grandfather.

 

Adding insult to injury, they keep telling me to use ThreeIntouch - well I would, if it was available for windows, which is the phone you sold me!! Again, thanks for that.

 

I used the online complaint form on 16/09/16 and not had any reply whatsoever. There are no email addresses or any other useful way to complain. I suppose I will have to write a letter, paying for printer ink and proof of receipt postage.

 

Currently waiting for a response from the twitter team, tagging them to show my full story and writing this to see if anyone has any ideas / has had experience dealing with 3 complaints procedures.

[GamerNic]

Update: supposedly I should have received an auto-reply email with a tracking number starting with 'A00' - might be helpful if it told me that after submissions as it only says the below bit, only mentions an auto email once you click the link to read the procedure. Will await a response now.....

 

Thank you for completing our complaints form.

We will take your complaint very seriously. Our specialist team will contact you regarding your complaint in the next 48 hours.

--links to procedures

[fkofilee]

IF you are having issues with your service etc then there are a few things they could do. Three do offer a femtocell solution etc

But also could be an issue with the mast.

 

If you are having issues complaining - Email david.dyson@three.co.uk