3G mobile broadband-want to return and cancel

stephk_2

Hi All

I am so glad there is a thread on this!! My boyfriend and I decided to get 3 mobile broadband as we are currently on a strict budget and saving for our wedding so decided to go with 3. This was in February. The service has been absolutely shocking. It took a lot to even get the thing to work (and a lot of money spent on 0870 calls). When it did, it has been very slow and sometimes doesnt work at all. We even bought a new laptop recently as the old one was totally on its last legs anyway, but still we have problems. And we live in Kennington, which is very close to the centre of London. They told me on the phone in the beginning, when I said I was of the mind to cancel, that the reception in my area was very good, and I just had to speak to the technical team. I lost count of how many calls but eventually we got it up and running.

Anyway, we have lost patience with it and last night my boyfriend called them to say that we are not getting the service we paid for, we have given it a go now for 6 months and the product we have is not what they said it was. They had the cheek to tell him that they told me in the beginning that the reception is poor in our area, which I completely dispute. He was getting no joy from the first person so spoke to a manager who was really rude and just told him that we had to pay up to July 09 and we had to read the T&Cs. We are not getting what we paid for and he wants to just cancel the direct debit and send everything back, but it is in my name and I dont want my credit rating to be affected.

I would be really grateful for any suggestions that people have, should we call the CEO number quoted above?

Thank you in advance so much for the help, I was thinking of just paying it myself rather than our joint account as I do not want my credit rating to be affected. Our mortgage renewal is next year, I am a contractor and that is dodgy enough without any question marks over credit rating!

HelenYorkshire

:mad:

Quick outline: got the 3mobile contract last December (07). since January I have had problems including non connection, error messsages, getting "stuck" on parts of the dial up process, stupidly slow speeds, having to refresh each page several times before it loads 10 minutes later, not working AT ALL when on 3G (as opposed to "broadband speed" HSDPA).....
I am in a Turbo area, the signal is fine, I have tried it on a PC and a laptop in my home, and a PC in a different area.
I have spent a fortune on phoning their 0870 numbers :mad:
The modem has been in for repair - it took until about June / July for them to accept there was a problem and repair it for the first time. This week it has just returned from it's second repair.
It isn't WORKING!! It is just about usable if I devote a morning to checking emails then give up. Anything like Youtube - forget it.

Have just come off the phone (at least this lady appeared to give a damn and be sympathetic) to tech support again, I asked for a replacement modem.
Apparently I am in a 24 month contract so the only way I can get rid of this modem is to upgrade 3 months before end of contract. Yeah right!!!

I asked if it was under a manufacturer's warranty. It's a Huawei E220 if that helps anyone. She couldn't answer. I have already complained in writing to Head Office and -surprise surprise - no reply.

So now what? I am paying each month for a service I don't get, plus the little extras they make from my phone call, they refuse to replace it, and head office won't deeal with me.
If they weren't in India I'd march into tech support and throw the bloody useless thing at someone!!!:mad::mad::mad::mad::mad:

HelenYorkshire

Quick update - have contacted everyone from Ofcom to BBC watchdog and Consumer Direct for advice / to report this.
Possible co-incidence, but I phoned 3 again last night just to have recorded that modem STILL not working, suddenly if I send it for repair for a 3rd time it will automatically be replaced....

So the courier is collecting it today. I have a note of the IMEI and serial numbers, so we shall see what come back on Friday.

I have also requested copies of my contract and all records of phone conversations etc. I doubt they'll turn up.

Bufflowbill

If you have any further problems E-Mail their CEO [EMAIL="kevin.russell&#64;three.co.uk"]kevin.russell<a>three.co.uk[/EMAIL]
You will get a response from his Executive Office,they are normally very helpful.

HelenYorkshire

Thank you!
I have been advised by consumerdirect to send a recorded delivery letter quoting some legal stuff (there's a template letter with the details!) and continue to escalate it.

I think the CEO will appreciate an emailed copy of this letter.... :rotfl:

HelenYorkshire

CEO's office are investigating....

The £10 I paid for my information has given me a letter saying I have a contract and a dongle. No sh*t!!
If there are not more details in the post tomorrow I'll be adding THAT to my complaint too.....

credit_crunch

Hi

I am having major problems connecting to the internet with my 3 mobile broadband.

I recieved the dongle etc last week and had problems initially connecting. I have had enough and rang today to cancel the contract as I am well within the 14 day piece of mind period as I purchased online.

I have drafted a letter and am sending it 1st class recorded delivery/signed for delivery today. I also tried to get an email address so I could also send a copy - but I can only find the feeback/query on their website. And the online chat was useless and the advisor ended the conversation b4 i had finished!:mad:

I have searched and found this article helpful

http://uk.answers.yahoo.com/question/index?qid=20080918111635AAJUfML

Any further help would be greatly appreciated as three as point blank refused to co-operate even though I offered to pay for any usage so far.

It is driving me up the walls & I can't seem to get anywhere!

Rant over!! :rotfl:

jhp

You need to return the device and sim pack with a cancellation letter.

If you meet the T&C of the 14 day money back guarantee,you should not have a problem in getting a refund.

"14 day money back guarantee

If you have purchased this USB Device (Device) directly from 3 and change your mind and wish to return it, you'll be permitted to do so, provided the following conditions are met You have 14 days from the date of delivery to return the Device and SIM pack. If you don't use the Device please return the Device and SIM pack with seals intact. If you use the Device we will accept it back with broken seals provided you haven't used the Device for more than 3 consecutive days. In both circumstances the Device and SIM pack must be returned in 'as new' or 'as sold' condition within 14 days of delivery You must provide proof of purchase. You mustn't damage the box, packaging, Device or SIM pack. Free gifts, additional accessories and documentation that came with the goods must also be returned. You have complied with any other relevant conditions communicated when purchasing the Device and SIM pack and those contained in The Terms for 3 Services This doesn't affect your statutory rights"

credit_crunch

yes i was going to do that but when i looked thorugh the original letter they sent with the dongle it states that they will not accept any returns without a 'returns authorisation number'!

I am tempted to send the whole lot back through recorded/signed for/next day delivery so that they cant keep me waiting longer than the 14days - i personally think that is what they are up to!!!

jaymoe

I have been having problems with 3 broadband since December and have been trying to get my contract cancelled but they are not listening.
I got it when it first came out and was aware that there was a 14 day return. From day one no signal.
I got in touch and was told it was down to teething problems and to bear with them. I was also told the 14 day return wouldnt be affected. They said they expect it to be up and running properly after 8 weeks. I reluctantly agreed to stick with them as my mobile contract was with them
I called back after 8 weeks, told them I still had no signal and was told that I wasnt entitled to have the contract cancelled as I didnt return anything after 14 days.
I have started to write letters and the helpdesk was anything but helpful.
My most recent reply was telling me its going to cost me £214.79 to cancel my contract. Bear in mind I have now spent £250 on a service I have been unable to use.
Can anyone advise me what to do next.
The recent reply also asked me to log on to www.speedtest.bbmax.co.uk and check the upload, download speed. If I could log on to the internet I wouldnt be writing.

I am calling on Friday to cancel my mobile contract as it chokes me giving them money