If you use "3 like home" read this- possible reason to cancel??

LiquidFlames

Been on the phone to Three a lot in the last 24 hours, started last night with a woman who seemed pretty willing to help and understood the text that I said about cancelling with no fee (even though I didn't get it) however the cancellation dept was closed so I had to call back today.

Upon calling back today I have been going round and round in circles, bringing up everything mentioned on this forum and still not really getting anywhere, just spoken to a manager who was going on and on about how they have to inform the customers that are USING 3-Like-Home about the change, and I managed to stump him by telling him that I know they have to be informed, but when they have the same contract and conditions as me why would Three offer them a non-fee cancellation when technically (according to him) Three don't have to. He wanted to find this out and call me back tomorrow but I wasn't having that so he will be going to HIS manager to get her to call me when she gets into the office in 3-4 hours.

Hopefully I will get somewhere with her.

Has anyone managed to get a cancellation without having used the 3-Like-Home service on their current contract?

Also, I told the manager that I knew people who had had their contract terminated for free who have not been using it abroad and he asked if I could give over their number so that he could check it on the system and tell me why or maybe offer new light to my situation, I was wondering if anyone that HAS had success like this might PM me their Three number so I can give it to them as evidence it works (there will be no misuse of your number - especially as ur account should now be cancelled!! And this could really help others in the forum)

Also, I brought up the thing about 3-Like-Home only changing to a promotional service on the 04/09 but he seemed pretty nonchalant about that and didn't really know what I was talking about, should I press that further? Is there any more information on this??

Any help would be great, I really would like this resolved and now I have all these notes on my account that I've been trying I can't go back to square one and just try with a new person. I'm hoping others have been more successful!

jamiex

I've tried to get them to agree to cancellation without charge twice now, and failed both times. I haven't received the message and they say they can't see any notes on my account to say I can cancel without penalty. They said they'd call back.



This is what the three like home replacement might be:

The following is taken and roughly translated from the Three Italy website: http://www.tre.it/public/Estero_come_a_casa.php

Old tariff:
Until 30 June 2009, the 3LikeHome option is even more affordable. Rates for calls made and received will be:
Calls Made: Set up charge of 0,052€ + home rate
Calls Received: Only a set up charge 0,26€, regardless of the duration of the call.

New tariff:
Starting from 1 July 2009 the rates will be:
Calls Made: Set up charge of 0,5€ + home rate
Calls Received: Only a set up charge 0,5€, regardless of the duration of the call.

It's strange that they've announced the new tariff in Italy but not here. Also the Italians have been charged a set up charge from the start, though they were very low charges.

drbob

diamonds wrote: »

http://www.three.co.uk/sdf/3lhnon ( asked DrBob via PM to grab a pdf file & post )

active again, ONLY from handset browser - no mention of right to cancel

Here's a pdf of the alternative page some people are receiving that doesn't mention the right to cancel.

diamonds wrote: »

as per

http://www.three.co.uk/sdf/3lhactive1

what the hell are 3 playing at ? two sets of rules !

one for pre 09/04, one for after 09/04 I assume.

A pdf of the mobile web page that states a right to cancel is here, as per my earlier post. Note the mobile links you give don't work for me, I have to replace "www" with "mobile6" to load the pages.

sporedude wrote: »

Didnt the Op fail to cancel due to the face 3 At home was a promotion?

I accepted a £10 per month discount instead. They offered me this before I'd read about the text message they're sending to some people admitting they can cancel.

3 have had small print in the terms for 3 like home calling it a promotion since at least October 07, however I believe that legally a completely open ended "promotion" (as 3 like home was until they announced, in April 09, that it would end on 30th June) can't be considered a true promotion so changes to it still count as a variation to the price plan and people can cancel.

Please note I had to send two letters to 3 customer services before I made any headway over this issue. I was completely stonewalled (see first post) in response to the first letter, only after the second letter (with a copy to 3 head office) did I get a call from 3 offering me the discount.

You can get the 3 UK head office address from companies house, search for company number 03885486 on the companies house website.

drbob

jamiex wrote: »

It's strange that they've announced the new tariff in Italy but not here.

3 Italy is the largest company in the 3 group - they have 10 million customers in Italy and are one of the biggest mobile companies over there whilst 3 is the smallest UK mobile operator with only 3.5 million customers. It could be that 3 Italy decided on these changes and the other group companies are having to follow their lead.

LiquidFlames

Someone from Three called me back earlier saying she wasn't a manager but she had reviewed my situation and although Three would like me to stay she would transfer me to cancellations if I wanted. I jumped for joy and said yes!

Wait 15 minutes for the transfer to cancellations...

Man comes on the phone and explains my case so far, then says I will be charged an early cancellation fee!!! Have exactly the same discussion with him as I have had about ten times today and end up going round in circles, he says Three pick out the customers that have used the service etc. All the stuff I've heard before... So I ask to speak to a manager of cancellations, they will call back within 2 hours - here we go again!

Am I actually getting anywhere?!

Bossworld

LiquidFlames wrote: »

Been on the phone to Three a lot in the last 24 hours, started last night with a woman who seemed pretty willing to help and understood the text that I said about cancelling with no fee (even though I didn't get it) however the cancellation dept was closed so I had to call back today.

Upon calling back today I have been going round and round in circles, bringing up everything mentioned on this forum and still not really getting anywhere, just spoken to a manager who was going on and on about how they have to inform the customers that are USING 3-Like-Home about the change, and I managed to stump him by telling him that I know they have to be informed, but when they have the same contract and conditions as me why would Three offer them a non-fee cancellation when technically (according to him) Three don't have to. He wanted to find this out and call me back tomorrow but I wasn't having that so he will be going to HIS manager to get her to call me when she gets into the office in 3-4 hours.

Hopefully I will get somewhere with her.

Has anyone managed to get a cancellation without having used the 3-Like-Home service on their current contract?

Also, I told the manager that I knew people who had had their contract terminated for free who have not been using it abroad and he asked if I could give over their number so that he could check it on the system and tell me why or maybe offer new light to my situation, I was wondering if anyone that HAS had success like this might PM me their Three number so I can give it to them as evidence it works (there will be no misuse of your number - especially as ur account should now be cancelled!! And this could really help others in the forum)

Also, I brought up the thing about 3-Like-Home only changing to a promotional service on the 04/09 but he seemed pretty nonchalant about that and didn't really know what I was talking about, should I press that further? Is there any more information on this??

Any help would be great, I really would like this resolved and now I have all these notes on my account that I've been trying I can't go back to square one and just try with a new person. I'm hoping others have been more successful!

i don't think grassing people up will help anything, whether they disguised as an investigation or not. To be honest mate, it sounds as though you (and others who've not succeeded) have never used the service, and while a part of me did just want out of Three, I have used the service in the past and have holiday plans booked that will be affected by the change. I sympathise with your desire to leave your contract, but you're not being directly affected are you?

You're using it as a method to escape a binding contract, which then leaves it down to discretion as to whether you are being affected or not. That's how these always go, see previous threads about changes to 0800 numbers as an example - people who didn't use them didn't have much success.

sporedude

LiquidFlames wrote: »

Someone from Three called me back earlier saying she wasn't a manager but she had reviewed my situation and although Three would like me to stay she would transfer me to cancellations if I wanted. I jumped for joy and said yes!

Wait 15 minutes for the transfer to cancellations...

Man comes on the phone and explains my case so far, then says I will be charged an early cancellation fee!!! Have exactly the same discussion with him as I have had about ten times today and end up going round in circles, he says Three pick out the customers that have used the service etc. All the stuff I've heard before... So I ask to speak to a manager of cancellations, they will call back within 2 hours - here we go again!

Am I actually getting anywhere?!

Did you recieve the text? No, Do you get to cancel if you didnt recieve the text? No. You want to cancel pay the Early Termination Fee. Is quite simple.

LiquidFlames

sporedude wrote: »

Did you recieve the text? No, Do you get to cancel if you didnt recieve the text? No. You want to cancel pay the Early Termination Fee. Is quite simple.

Not quite SO simple as giving in it seems. After four calls to Three and two call backs, a manager helped me out and said I had a case and allowed me to cancel, I now have my 30 day PAC code, bye bye Three - hello iPhone. I have been bluntly refused cancellation so many times I can't remember, but after going around in lots of circles and arguing and arguing for what must be around three hours in total, I got what I wanted without having used Three-Like-Home before and without having that text. Happy day. :j

robt_2

LiquidFlames wrote: »

Not quite SO simple as giving in it seems. After four calls to Three and two call backs, a manager helped me out and said I had a case and allowed me to cancel, I now have my 30 day PAC code, bye bye Three - hello iPhone. I have been bluntly refused cancellation so many times I can't remember, but after going around in lots of circles and arguing and arguing for what must be around three hours in total, I got what I wanted without having used Three-Like-Home before and without having that text. Happy day. :j

I wish that networks shared lists of known troublemakers.

rev_henry

Well I had another farcical discussion with 3 CS this morning. Received the message with the link WITHOUT the cancellation footnote this morning, called up saying I want to cancel etc etc. The woman repeatedly denied I had received the message and tried to claim 'maybe it was someone playing a prank!!!!' She also denied that there was anything on the link I gave. I offered to forward the text to her, or send her a picture, which she laughed at but said no, if 3 had sent a message, there would be a record and there wasn't. She asked me for where it says in the contract that I could cancel, I didn't have PC access at the time and could only remember 4.1d (which she read out to me), not the vital 10.1d. I might try again now that I know. Eventually settled for a £10 credit.