Three_Mobile_Broadband - Problems with internet
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If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
A slow, unreliable internet or hotspot connection can be very frustrating. You should contact Three who should be able to help you as there may be certain device/and/or internet settings that may need adjusting. You may also want to consider upgrading your package to one that includes more data. An alternative maybe that you are in an area of poor mobile reception.
If you are unhappy with the situation, you should contact Three and give them clear details of your case - such as what happened, when, and why you are complaining. You should also set out the remedy you would seek to obtain - do you want your internet fixed, compensation for your slow internet or your contract to be ended?
You should know
- The customer services department of your mobile provider should acknowledge receipt of your issue within 14 days
- You can take the case to an ombudsman eight weeks after you've raised your issue
If you are unhappy with your dongle provider’s initial response, you should contact their customer services department via Resolver, giving clear details of your case - such as what happened, when, and why you are complaining.
Once you have submitted your information to the company, they should acknowledge your case with 14 days.
If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.
Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.
If you cannot resolve the issue
If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.
The ombudsman will then independently undertake an investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.
If you need additional assistance
If you need additional advice and guidance on the issue you can contact your local Citizens Advice.
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