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

hanaspana

P.S. That section 10.1 (d) of the contract states that you can cancel upon notification of a variation to your tariff etc.
As my boyfriend didn't even receive the text message telling him of the discontinuation of 3 like home, and only found out about it through friends, surely the 30 day period from him being notified is void, as he wasn't notified!
It annoys me so much that their own staff can trick you into this trap by putting you off canceling until its too late, and there appears to be nothing you can do about it - surely what they are doing is in some way illegal?!

hanaspana

Update:

We tried calling again, armed with the contract etc. and thought we were finally getting through to someone as the woman seemed helpful. She put us on hold for approx. 40 mins, in total while she 'spoke to the team' - then we were put through to a different man, who claimed that he could not do anything as they were the wrong department! He said we would get a call back from the right one tomorrow, but as we are fed up of being fobbed off by this, we insisted on speaking to someone straight away.
We were put on hold for another 10 minutes, then told by a different man that he could not cancel the contract because we had taken it out after 9th april, and the terms had been amended on that date to include the fact that 3 like home was ending! This is first we've heard of this at all from any of the dozen people we have spoken to so far, and was so obviously another fobbing off tactic, as we know we took the contract out around two months before he claimed. We said this was unacceptable and we wanted a resolution now, and he put us on hold AGAIN, then came back, started a sentence and.. oh whooops - we've been cut off - and put on the automated service to start the whole thing again! !!!!!!!s!! After another 15 minutes we realised the call centre had closed for the day (although the automated service just kept saying we were in a queue) and gave up.
So now we have to start all over again tomorrow, with only a random name from the 'wrong department' telling us the other team should be able to cancel our contract - if we ever get through to them.
I am so angry I could cry at this stage - I can't believe how many lies and disgusting fobbing off tactics they will use just to get out of cancelling a contract for someone who has been a loyal 3 customer for 4 years so far and has 3 contracts with them!

3_LIKE_HOME

Tell your friends... let's all get together on Twitter and see just how many people are involved in this fiasco.

The twitter link is twitter and called 3likehome
It is now time for Trading Standards to be involved and to act.

3 need to provide a service to their customers as it is they who have breached the terms and conditions of the contract.

Please use the twitter site to inform everyone in short bullet points what your response has been if you have been told that you have to pay to get out of your contract.

Thanks all

Bossworld

A uni friend rang up near the end of June, was offered a reduction on the contract (an admission of fault?) but decided to try and pursue cancellation.

She was fobbed off and told that it was too late.

However, without having been informed of the change (due to not having used the service) there was no way of proving a time on the change, especially as they claim to be able to track when they sent the messages out.

She sent a strongly worded letter out, end result a phone call today telling her that they are cancelling the contract.

Thanks for all the help (again!)

--

One more thing, didn't get billed on the 8th July as they said they would, which is slightly worrying. Think I should probably ring them up tomorrow, does anyone have a landline contact telephone number for three? EDIT: seen the previous pages going to read through now.

6022tivo

hanaspana wrote: »

Update:

We tried calling again, armed with the contract etc. and thought we were finally getting through to someone as the woman seemed helpful. She put us on hold for approx. 40 mins, in total while she 'spoke to the team' - then we were put through to a different man, who claimed that he could not do anything as they were the wrong department! He said we would get a call back from the right one tomorrow, but as we are fed up of being fobbed off by this, we insisted on speaking to someone straight away.
We were put on hold for another 10 minutes, then told by a different man that he could not cancel the contract because we had taken it out after 9th april, and the terms had been amended on that date to include the fact that 3 like home was ending! This is first we've heard of this at all from any of the dozen people we have spoken to so far, and was so obviously another fobbing off tactic, as we know we took the contract out around two months before he claimed. We said this was unacceptable and we wanted a resolution now, and he put us on hold AGAIN, then came back, started a sentence and.. oh whooops - we've been cut off - and put on the automated service to start the whole thing again! !!!!!!!s!! After another 15 minutes we realised the call centre had closed for the day (although the automated service just kept saying we were in a queue) and gave up.
So now we have to start all over again tomorrow, with only a random name from the 'wrong department' telling us the other team should be able to cancel our contract - if we ever get through to them.
I am so angry I could cry at this stage - I can't believe how many lies and disgusting fobbing off tactics they will use just to get out of cancelling a contract for someone who has been a loyal 3 customer for 4 years so far and has 3 contracts with them!

If you took out the contract after the 9th the T&C's had already changed to say 3 like home was a promotion, so as far as I am aware you can not exit the contract you signed up to this way...

I think.

jasonwatkins

6022tivo wrote: »

If you took out the contract after the 9th the T&C's had already changed to say 3 like home was a promotion, so as far as I am aware you can not exit the contract you signed up to this way...

I think.

The problem is, that hana's bloke was basically lied to in order to get him to call back after the cutoff point - they probably had no intention of letting him cancel and always planned to conveniently forget the original call.

He clearly rang up within the time period to cancel and i imagine if he'd insisted that he wanted the cancellation pushed through on that date, it would have been done.

I think what you need to do hana is to write to head office in glasgow. Detail what you've written in your posts and make a point of telling them that you feel the call centre lied to your boyfriend in order to make him miss the cutoff point.

Tell them you have a recording of the voicemail that promises the cancellation and that you will be willing to provide a copy if necessary.

While i'm no legal expert, I would hazard a guess that as long as you keep that voicemail, three haven't got a leg to stand on.

The head office address is ..

Hutchison 3G UK Limited
123 St Vincent Street
Glasgow
G2 5EA

and the direct line is ..

01628 765000

Chief Exec's name is Kevin Russell

goerdievik

Hi all, a newbie here, have been lurking for ages. Am currently seriously cheesed off with 3 - i ordered a new mobile / brand new contract with them on 30th March 09, phone arrived early April, I checked it over when it arrived, but I still had almost 2 months left on my old phone contract, so didn't use it until the end of May... :mad:

...when I discovered that the coverage in both my home & workplace are shocking, and calls regularly drop when I am in populated areas where I have never had problems before on any other network.
Customer services have told me I should have checked within the 2 week trial period (and they are correct) but the coverage checker showed that I should get good coverage when I ordered it, so I took it on trust (yeah, with hindsight that was stupid, you live & learn!)

So, I've had several lenghty conversations with them where they say to start the fault finding / repair process
" we need to know first, if it’s the phone or network issue that’s causing the problems. So to know the fault, use another 3 Sim card in your phone and your Sim card in another 3 phone. Then call us with results of what happened when you used another Sim card in your phone and your Sim card in another phone. Depending upon the fault identified we will suggest appropriate measures to resolve the matter."

When I responded (at least 3 times to different agents) that I don't have access to another 3 phone or Sim card - a 3 CS agent spoke to my local 3 store, and they wouldn't loan a phone to me unless they had mine booked in for a repair. So I can't test the phone / sim with another phone / sim in my bad coverage areas.

Anyway, I'm waiting to hear back from them to take my phone in for checking (they won't find a fault, it's just a shocking network!) and feeling really fed up that I'm now locked in an 18 month contract for a phone I can't use at all, so still have my old pay monthly contract phone as my main mobile.

I was despairing when I came across this thread - do you think it's worth me trying to cancel my contract based on 3 like home?

Or any other suggestions / advice on where I stand re cancelling this duff phone?

At the moment if i can't cancel I'm thinking of deleting all my numbers & selling the phone on ebay!

lhwjud

goerdievik wrote: »

Customer services have told me I should have checked within the 2 week trial period (and they are correct) but the coverage checker showed that I should get good coverage when I ordered it, so I took it on trust (yeah, with hindsight that was stupid, you live & learn!)

As soon as you activate your SIM by using it on a phone, you won't be able to return it under the 14days period. It's a trap - you won't know how good is the reception is before you connect, and at the same time you won't be able to return once you use the SIM.

Rubbish company.

goerdievik

lhwjud wrote: »

As soon as you activate your SIM by using it on a phone, you won't be able to return it under the 14days period. It's a trap - you won't know how good is the reception is before you connect, and at the same time you won't be able to return once you use the SIM.

Rubbish company.

hmmm am beginning to realise that...:mad:

hanaspana

6022tivo wrote: »

If you took out the contract after the 9th the T&C's had already changed to say 3 like home was a promotion, so as far as I am aware you can not exit the contract you signed up to this way...

I think.

I would understand if this was actually the case. The fact is we took out the contract around two months before the 9th april, so this doesnt apply to us at all, it was clearly another excuse, and since i pointed it out to them, there has been no further mention of it! I am definately going to write in. Have just spent an hour and a half on the phone to someone - i took over the conversation as its me who's read up about what's going on. I said the same as the other poster Bossworld said - the fact is 3 didn't notify my boyfriend in the first place, so they can't place a 30 day limit on him! They tried to convince me they had texted everyone but i told them i had read hundreds of posts on here from other people who hadnt received one, and some from people who had been told specifically that they werent informed by 3 about the change as they had not used the service - my boyfriend has not used it since he renewed his contract, so i guess that's why he didnt get a message, but that doesnt mean he doesnt need the service - he has used it many times on his previous contract over the last 2 years and intended to again when we move abroad in september.
They then tried to claim that we had called on 24th June, but not actually requested to cancel at that time. During the conversation, this date varied from 26th or 25th june to 13th may at one point! It was just a load of rubbish. He claimed there was nothing on the account to suggest we had had conversations about cancelling before. THen suddenly when i mentioned the voicemail, there was a note telling him that someone had left me one.
I told him I was also a loyal 3 customer who spends far more on my phone than my boyfriend does, and as my contract is up for renewal i could cancel anytime, so if they didnt rectify the situation, they would lose me as a customer too. Still, after going through all of this, i get teh same line repeated back to me that they are not able to cancel as we missed the deadline. I swear they're taking other calls while i'm talking! The result of all this is the original manager who left us the voicemail is 'apparently' the only one able to cancel the contract, so we have to 'give 3 a chance to deal with this better' and wait for him to call back tomorrow. Which probably means he will offer us the £10 off deal once again. It was him who didnt make any notes on teh system in teh first place so i don't hav much confidence that he will do anything.
On top of this, I heard the other call centre staff cheering in the background as other people have mentioned on here - and commented that it was insulting to hear them so happy at fobbing another person off/keeping someone on contract, and my advisor had the gall to tell me that my perception of their company was all wrong, adn they were infact having an awards party to celebrate the hardest working member of staff!!! When I said they must have a lot of parties then and at very strange times of day cos I've heard it at least once on every call I've made to them, he just apologised and said i had to understadn if i attack his company he has to defend them!!
GRRRR.