Contract with 3, completely messed up

ladybolan

Hi all,

Apologies in advance as this will probably be a lengthy one.

I took out my first 18 month contract with 3 in September 2007. It is due to end March 2009. I had ongoing problems with them through November and December 2008 and as I kicked up a stink they offered me an upgrade, which I foolishly accepted. They offered me a Mix and Match 18-month Plan with INQ1. I called them the next day as I saw this offer online: http://threestore.three.co.uk/dealsu...ode=18UT20D045 and requested it. I confirmed the details with them i.e. 200 mins, unlimited texts AND unlimited internet. Confirmed Skype etc etc. They advised that the price plan would begin on 24 December 2008, but the contract itself would run from March 2009.

So since I received the phone on 9th December 2008 and since then Skype hasn't worked as I "have not been given access". I've been back and forth over the past couple of days, dealing with advisors both online and on the phone. 2 of them told me that my Internet Max Add-on is enough to get Skype working, the other 2 told me I needed an additional add-on.

I also was entitled to unlimited free 3-3 calls, but I noticed that these calls were coming out of my 200 mins allowance. I spoke to an online advisor about this - she said they weren't included in the price plan. I directed her to the link above, and lo and behold, "they just weren't activated, we'll recalculate your bill when it is generated on 4th Feb. I will activate them now". :T

As it turns out, unlimited internet use is NOT included in my plan as previously thought. Instead of the £20 Texter+Internet, I am on the straightforward £20 Texter, and paying an extra £5 for Internet Max which I specifically checked with the advisor at the time of changing to this price plan - he confirmed that internet use was INCLUDED in the £20 line rental. Apparently the £20 Texter+Internet given in the link is for NEW customers only. This I wasn't told by the upgrade advisor. The whole point was that this deal would work out cheaper than my original contract, and I can NOT afford this. If the advisor had made it clear the correct details of the plan at the time of upgrade I would definitely not have accepted it and would have gone elsewhere - something I regret not doing from the outset.

I'm waiting on a call back at the moment from the Customer Options department, but I'm not really sure where I stand. I have been misled by the advisor for certain, and to me the link I gave previously seems misleading, as it suggests that Skype is free, and doesn't mention any other add-ons etc being needed.

Apologies that this is a bit muddled, every call I make seems to make me even more confused. I would appreciate any advice, I know I have entered into a contract with them again (more fool me) but I really find it hard to tolerate being messed around like this!

(I've posted this in a couple of forums so apologies if you've read/replied elsewhere)

Celini

your new calling plan should get activated only at the end of your first 18 months contract I think (march 2009)

c

ladybolan

Celini - yeah a few people have said it seems strange that I am technically in 2 contracts at once. As you say my original one isn't even up yet but I am still in one for 18 months that they won't let me out of? If it is 18 months, and begins in March 2009, then surely I'm not actually in it yet? It's so confusing, I wish I'd just stuck to my guns and refused the upgrade, so stupid of me!

Celini

for sure you are not in your contract. I agree it is confusing, especially cause they sent the new handset!