Cancelling Three Contract & Revert To Old Contract

mystic_bertie

I recently dropped and smashed my nexus4 smartphone, i had 15 months of my contract still to go, i decided i wanted a blackberry q5, so i phoned up Three and they only had the Q10 which is much more expensive, so i just agreed to this handset and a new contract of £35 a month. I did not think too much about the extra cost.

The next day i worked out how much this was going to cost me £860, im not a heavy user and dont really use all the handseets features, and i did not want another expensive top of the range handset, so i decided to return it once it arrived under the cool off period.

The phone arrived yesterday, i did not open the box or even break the seal, i phoned Three customer services and they sound as if its an indian call centre and are extremely hard to understand. I managed to explain to this woman i wanted to return this new phone, cancel the new contract ect. What i could not get out of her was do i revert to my old contract now.

Does anyone know what will happen now that i have cancelled the new contract, will my old one still be active ? I cant phone up the customer services, its hopeless, i phponed three in the uk and its only sales they handle and could not give me any help with my account.

grumbler

Well, only you know what it actually was. An early upgrade? If so, they will put you back on your old contract.

http://support.three.co.uk/srvs/cgi-bin/webisapi.dll?command=new,kb=mobile,ts=mobile,t=article,varset_cat=upgrade,varset_subcat=4191,case=obj%284192%29,varset_username=Mobile:mobileUser&s_search=helpsearch

mystic_bertie

grumbler wrote: »

Well, only you know what it actually was. An early upgrade? If so, they will put you back on your old contract.

http://support.three.co.uk/srvs/cgi-bin/webisapi.dll?command=new,kb=mobile,ts=mobile,t=article,varset_cat=upgrade,varset_subcat=4191,case=obj%284192%29,varset_username=Mobile:mobileUser&s_search=helpsearch

I see, i did read their support pages and it does tell you about returning the device for a refund or an exchange but i did not read anything about what will happen contract wise.

I did manage to buy a nearly used Q5 from ebay, used for a couple of days according to the seller, it was £170 which was a good buy, it will arrive saturday, im happy with what i paid and i know it does not have any warranty. This is what i originally intened to do. :T

redux

I don't think we can tell from what you've written there. You may have reverted or the conversation may have been ambiguous and someone thought you were cancelling the whole thing. However awkward, if it was me I'd be talking to them again until I was confident things were clarified

mystic_bertie

redux wrote: »

I don't think we can tell from what you've written there. You may have reverted or the conversation may have been ambiguous and someone thought you were cancelling the whole thing. However awkward, if it was me I'd be talking to them again until I was confident things were clarified

i may end up doing that but i was hoping someone would have been through this with three already and know the procedure.

gjchester

mystic_bertie wrote: »

What i could not get out of her was do i revert to my old contract now.

If your old contract is not in Threes current line up it may not be possible to revert back to the old tariff at the call centre level. If the system does not present the agent with that choice they can't do it.

It may need to be escalated to someone who can see legacy tariffs

Techhead_2

mystic_bertie wrote: »

i may end up doing that but i was hoping someone would have been through this with three already and know the procedure.

The point is, you didn't tell us how you got from having 15 months of a contract left (and who with) to signing a new contract with Three.

The other posters have told you what will happen based on a guess that you were previously with Three and have managed an early upgrade. They have asked you to fill in the gaps in your opening post so that they can give you accurate advice.

Until you tell us what you did, no-one can say whether they have been in the same position. All anyone can advise is to speak to Three.

Buzby

Agreed - only 3UK knows for sure, BUT as an upgrade you have no rights to cancel whatsoever, DSR does not apply and if they reject your request, your new terms will be confirmed.

The have the discretion to accept it back, but you cannot force them to.

The time to decide is when you commit, NOT after receiving the goods. This is called 'buyers remorse' and is very common and routinely ignored.

grumbler

Buzby wrote: »

...as an upgrade you have no rights to cancel whatsoever, DSR does not apply and if they reject your request, your new terms will be confirmed.

They have the discretion to accept it back, but you cannot force them to.

The time to decide is when you commit, NOT after receiving the goods. This is called 'buyers remorse' and is very common and routinely ignored.

Who cares about DSR and how this "is called".

Their returns policy says clearly that customers do have rights to returned or exchanged an unused device at the customer's discretion. Full stop.

WTFH

grumbler - there's a difference between returning goods and changing contracts.

grumbler

Are you seriously saying that they suggest returning the phone your upgraded to and keeping the new contract?
They obviously imply cancellation of the new contract as well.