Problems with 3

Divitwifie

I took out a new contract in early January. about 3 weeks ago all texts stopped being sent or received. When I called customer services and finally got to speak to someone I was on the phone for 3 hours but no success. They told me to take it into my local shop. I did this got no loan phone and waited 10 days to get it back. Same problem the next day! I ended up on customer services for another 2 hours - What I really needed was at the very least a loan phone as I use my phone for business and as an emergency contact for family. I was told that they don't do loan phones via customer services but I'd had to go into the store to get that but all loan phones were out

I've now been into the store twice (staff tried to sort it both times - still no joy) spoken to customer services twice and the phone is still not working and back for "repair" for a 2nd time. The only positive thing is I have a loan phone - an android not a windows one (which I have) so I can't access my windows live addressbook - more inconvenience. I want to break the contract if this 2nd repair doesn't finally get it working. Can I do this without them trying to charge me a cancellation fee?

I've had a few people said that they have had real problems with 3 re customer service when things go wrong with their phones. Anyone else having these sorts of problems at the moment?

Herongull

You can't exit the contract because of a faulty phone (except in the first few weeks of the contract).

However, you can expect a faulty phone to be repaired with minimum inconvenience to yourself - and this means being supplied with an equivalent temporary phone while your phone is being repaired. In the first 6 months, it is assumed that a non-working phone is faulty unless they can prove otherwise.

If they can't repair your phone in a reasonable time or if the fault reoccurs you can request a replacement rather than repair.

See: http://whatconsumer.co.uk/mobile-phones-service-providers/

Buzby

You have no 'right' to a replacement phone. Your contract is for the SIM and NOT the handset.

If there is a genuine phone fault, then under SOGA the retailer is required to fix it, but there is no obligation to keep you connected in the meantime, most use an older handset and put the SIM into that. If you are 'running a business' are you on a business tariff?

If so, some networks offer a loaner or an immediate exchange, but you do get what you pay for. If the fault is caused by abuse or badly-behaved software YOU have installed, neither fault will be covered under warranty.