3 won't let me cancel contract - even though in cooling off period!

wildfrog

Hi there,

My husband has taken out a contract with 3 as it was the cheapest going. The phone works fine but there is no signal in our house or his work. (Both locations have poor signal generally, although O2, who he was with before has signal at our home address) As he signed up to the contract from home he has a 14 day cooling off period.

The phone was recieved on Friday 19th and he called them on Monday 22nd to explain the signal was non exsistant in our home but ok else where - they said it was due to pac code being transferred and would improve in a few days.....it didn't

He is now on the phone to 3 attempting to cancel the contract as it is within the 14 day cool off period. He has been passed from department to department for over an hour now. :mad: They are insisting it is a technical problem (signal is perfect outside front door so we know it is not the phone, it's just the house. old cottage in a dip. His work colleagues struggle with signal at work as well, just poor place for signal) and refusing to cancel the contract either way as he has used the phone! Apparently this invalidates the cooling off period - is this correct?

Does anyone know what our rights are in this? Are they correct he can't cancel as he has used the phone? Any advice/info really welcome


Sorry for the rant - feel so furious with them!

WF

v.rajput

Hi,

I had a similar problem, which is not solved,(long story). What i would say is that you should email them via the contact us page online.

Someone will then phone you and are a little more understand that the callcentre.

I was passed about for about an hour, to different "made up departments".

Failing that, what about going in store:

good luck!
vj

williham

I think that they can keep you in the contract but hopefully you'll be able to cancel just email/try ringing again.

dreamypuma

Three's T&C's have always contained a clause that tell's you that; if the phone is used the cooling off period expires.

I remember this from about 2006, when I was with them. It's quite crafty, as the only real way to find out if the service is any good is to use their network either through PAYG or Contract, and as 3G phones weren't as readily available when I joined the (safer) PAYG option wasn't really a viable method of checking.

I noticed you mention o2 in your post. You are aware that o2 nolonger provide 2G roaming back-up to Three aren't you? This is now provided by Orange.

Three worked out fine for me, but the CS was a pain. Good luck.

wildfrog

Thanks for the replies. Initially 3 said they could not cancelled the contract as the phone had been used and this meant the 14 days cancellation time was no longer valid. After several hours of being passed department to department they finally agreed to cancel the contract and are sending an envelope to return the phone. Sounds like we have had a lucky escape seeing some of thr horror stories on here!