Thread: Three network - internet access problem.

I've been a happy customer of Three.co.uk for over three years until 36 hours ago - when I suddenly was unable to access certain websites via an internet connection shared via my handset. All the difficulties that follow are specific to shared connections.

The websites were: anything related to email, or file sharing or upload e.g. googlemail, hotmail, gmx.com mail, carbonite.com, mediafire.com and doctors.net.uk (yeah I'm a doctor). Only yahoo.com mobile-format email is spared. Google Talk is also banned, but Skype remains live. However, I can surf on IE8, Firefox 3.6 and Opera 10.50 all other sites like normal - and at quite satisfactory speeds. I get about 120kb/s connection. Yep I know that may sound crazy or amazing but that is the whole truth.

None of this problem was seen 36 hours ago. Three other colleagues who use the Three network have experienced the same problem with shared connections. Googlemail and hotmail are accessible via direct handset connection, but not on any desktop or laptop sharing the handset connection. Firewall issues have been completely ruled out by using a computer without a firewall.

The problem was clearly identified and it took just over an hour for two Three support personnel to understand all the above - which is frankly shocking. I felt I was speaking a foreign language.

In the end this was Three's response (a very close approximation):

1. The Internet Max connection was designed specific for handsets only.
2. We don't have a "trouble-shooter" for anything but handsets on Internet Max.
3. Maybe you were accessing some sites and those were a bonus, however we can't do anything about that because you're getting the service on your handset and that is what we cover.
4. Perhaps you may want to purchase a dongle and that may improve the situation.

My response:

1. When I purchased the internet max (and had it running for nearly 3 years) I was quite satisfied it's only in the last 36 hours, so something has changed.
2. I don't see why I need to invest in a dongle to now get email via by laptop or desktop browser when all that was working well up to 36 hours ago.
3. I think three ought to look into the matter and find out why these sites (listed above have been blocked) via shared connections.
4. I think that this is possibly a deliberate plan by Three to squeeze customers to purchase dongles.
5. I'm not having this kind of coercion.
6. I intend to complain in writing and go to a regulator if necessary.

Actually I intend to go all the way to Europe on this if I unearth some kind of unconscionable under the table kicking of customers in a certain direction to spend more money. I really got the impression that Three's technical support staff were 'constrained' by what they were given to finding a solution to this problem. Well I'm not constrained from applying pressure to Three change it's act. Europe has been the only force that seems to be able to dictate to these big companies - so if necessary I'll go there; write to my MEP with the evidence.

All Three customers need to check on this situation. No it's not about shared connections - its about Three possibly squeezing customers to spend more by possibly willfully blocking sites and claiming that they know nothing and can do nothing.

cant ans your issue in terms of a cure

but, why not unlock you dongle and get an o2 card from ebay for £3 that will give unlimited access to the internet for a £10 top up for 12mts with no restrictions


dx