3 network problems. can i cancel ?

maplegirl2011

Hi just wanted some advice. Have had network problems since early december. Phoned 3 and reported it on the 10th dec. Told that the local mast is faulty and give us 7 days etc. Problems still happening and keep being phoned weekly saying 7 more days etc.
Now after 26 days the problem is still not fixed. The phone cuts out constantly so that u cant hear the other person. They have been crediting my line rental, but i need a working phone. Does anyone know how much time i have to give for a repair or if i can cancel my contract, i have ten months left on my contract.
I have asked to speak to a manager but that takes 7 days too aparently.
Thanks

DUTR

No you can't cancel for the reasons above without paying an exit penalty.
I doubt the problem is with the cellsite, more with your handset.

Oli.s

Given some of the other threads on here I doubt you could cancel even if you wanted to, they seem to just fob everyone who tries to cancel off with some excuse or another.

maplegirl2011

DUTR wrote: »

No you can't cancel for the reasons above without paying an exit penalty.
I doubt the problem is with the cellsite, more with your handset.

No its not my phone its my local mast that is broken. I have been in the three shop and they checked the computer and confirmed it. It means internet is non existent now and calls are dropped constantly and texts come through ages later all in one go. Surely if they arent providing me the service that i signed up for i should be able to cancel.

Quiet_Spark

One failed base station (out of the 1000's they have) will not be deemed a valid reason to cancel without paying the exit penalty.

Buzby

No - read your terms of service! The network isn't down, just your local base. If you went shopping, the service is still there for you to use as before.

They lose money with downtime as it is in their interest to fix it promptly. Just ensure they correctly credit you for the days the downtime affects you.

maplegirl2011

Ok just wondered. I have the phone as my main phone so it might be only one base station, but its the one that covers my home address and I have no other phone . Can't go shopping 24/7. Just thought 26 days was more than enough time to fix it.

maplegirl2011

Just incase it helps others i thought i would update. After a month three have said they cant say when it will be fixed so have agreed to terminate my contract 10 months early.

DUTR

maplegirl2011 wrote: »

Just incase it helps others i thought i would update. After a month three have said they cant say when it will be fixed so have agreed to terminate my contract 10 months early.

Glad you got it sorted, although it leaves you having to find another provider for mobile service.

Mickyk

Pretty solid of them.

In future, remember that certain issues come into play when fixing a mast, most common being the mast is on private land, so the company has to request planning permission to alter anything or perform work on it, as well as getting the land owners permission to enter the land as well.

So the fix might only take 1 hour of actual work, but it is all the red tape that makes it longer.