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by nsteel 1278 days ago
Over the last 10 years I've used Three a few times for a short while but their reception where I am (in London) has always been awful. However, most recently I tried their 5G home broadband. It worked pretty well but I found a much better deal with Virgin Media so I tried to cancel under their 30 day "money back guarantee" and I've never had such a headache. Their store staff repeatedly lied to my face that it didn't exist (it's still advertised on their website today) and their call-centre staff would hang up on me. Thankfully their Twitter support staff were fantastic and sorted it for me but they could only do so by raising a complaint for me. The whole thing took three months.

What a useless, broken company, AVOID. Incidentally I hear Virgin Media are similarly awful when it comes to customer service.
1 comments
Nextgrid 1278 days ago
The truth is that there isn't any consumer-grade telecoms/ISP provider that doesn't have awful support. You need to go enterprise-grade for any kind of competent support, but the prices will follow as well. Only exception to this would be A&A when it comes to DSL, which offers great & competent service at somewhat affordable prices: https://www.aa.net.uk

Your best course of action is to never sign up to a contract (use the 30-day rolling plans) and be ready to switch at the slightest issue. For home/fixed-line, consider having 2 providers for redundancy so you don't lose connectivity while switching.

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mhandley 1278 days ago
I've been a happy customer of A&A for 18 years now - you do pay a little more, but well worth it for the unfiltered service and excellent tech support on the very rare occasion I've had a problem.
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nsteel 1278 days ago
No, that is not true. Like the other commenter here, I used Hyperoptic at my previous flat and they were brilliant. If they had coverage at my new place I'd sign up again in an instant
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MDTHLN 1278 days ago
In regards to ISP’s, I’ve had a lot of luck with some of the new fibre networks.

HyperOptic (who run their own networks) and Zen Internet (CityFibre) have both been excellent for me.

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