Three Add-on ambiguity

kv87

Hi Folks,

I have recently signed on to three network as part of the 'Essential Internet 200' pay monthly 12 month plan - goo.gl/2nS6e

(sorry i dont have permission to post links yet)

I wanted to take advantage of the following offer '£3 All you can eat data' - goo.gl/TZZar (Click on the plus sign for pay monthly phone)

However - after numerous calls and tweets to their support, they have refused to add it citing it is 'incompatible' with my current plan (they keep insisting it's only for 24 months) and keeps recommending the £5, 30 day AYCE add-on.

Now, maybe someone can correct me, but I feel my plan satisfies all the criteria to purchase that add-on, this is also seemingly reinforced by what is stated in their Terms & Conditions (third paragraph) - goo.gl/XBjLr

Please advise where/if I'm going wrong somewhere or if Three really are trying to play me like a mug.

Thanks all.

System

There is nothing in the T&Cs for AYCE that states that it is limited to 24 month plans. The only stipulation is that it is for the Essential Internet Plan be they 1 month, 12 months or 24 months.

They are trying to fob you off. Can you sign up to it via your account page?

kv87

Thanks for the quick reply - nope only options are £2 for 250MB and £5 for AYCE (monthly rolling) :mad:

kv87

I got am email from their online support yesterday:

Hi

Thanks for contacting Three.

I'm sorry you're unhappy with our all-you-can-eat contract term not being available with our Essential Internet 200 plans. You can purchase all-you-can-eat for 30 days for £5 if you wished. Unfortunately the £3 add-on is not available.

I have requested that our pages be updated with this information to prevent any further confusion.

Thanks.


So they are telling me that they can just change the rules like that? Do I have any right to take any further action on this?

Guys_Dad

kv87 wrote: »

I got am email from their online support yesterday:

Hi

Thanks for contacting Three.

I'm sorry you're unhappy with our all-you-can-eat contract term not being available with our Essential Internet 200 plans. You can purchase all-you-can-eat for 30 days for £5 if you wished. Unfortunately the £3 add-on is not available.

I have requested that our pages be updated with this information to prevent any further confusion.

Thanks.


So they are telling me that they can just change the rules like that? Do I have any right to take any further action on this?

Quick - get a print out of the current pages before they delete them.

At the same time get the person who emailed you to point you to where it excludes the deal from your plan. Then email the ceo and OFCOM if you are 100% sure that they are wrong.

If you are not happy, then you should apply to cancel your contract, but do not unilaterally do that.

kv87

Guys_Dad wrote: »

Quick - get a print out of the current pages before they delete them.

At the same time get the person who emailed you to point you to where it excludes the deal from your plan. Then email the ceo and OFCOM if you are 100% sure that they are wrong.

If you are not happy, then you should apply to cancel your contract, but do not unilaterally do that.

Thanks - I have several screenshots which I've posted via twitter to their support account (View thread here: goo.gl/2Abj9) - im going to take a time-stamped shot today as well highlighting all the supporting statements for my case.

I am very close to getting the ball rolling in regards to just complaining to them but I just want to be sure I'm airtight and that this is a valid complaint.

Since I just started a 12 month - wouldn't cancelling prematurely be a breach of the contract which they can slap all sorts of fees etc?

smartphone

From previous knowledge of Three, it may be as simple as their antiquated system not having the required add-on on the system matching to that particular tariff.

kv87

smartphone wrote: »

From previous knowledge of Three, it may be as simple as their antiquated system not having the required add-on on the system matching to that particular tariff.

That may be the case but I wouldn't think that would hold up as a valid excuse. I will ring up and ask for an investigation, failing that will throw in a formal complaint as this has been going on for weeks now.

MillicentBystander

Nice one, OP. Well done on the screenshots, great back up! Surely if their T&Cs are incorrect they have to honour them until such time as they are amended for new customers? they can't just change them retrospectively, especially as it was brought to their attention by a customer? Shoddy.

kv87

An update:

I called up three and got myself through to the complaints dept. At first they gave the usual ''not compatible'' spiel, then I hand-held them through the site pointing out where it all supports my case, asking them to tell me where I am going wrong. The agent agreed with my pov, initially offering me a reimbursement but with some gentle persistence managed to get myself a better sim plan at a discounted price.

System

Well done!