Three - We need to speak to you about changes to your plan

joeluken

ladymarmalade222 wrote: »

I cannot understand it..talk about treating customers fairly?

I cannot see me receiving any calls from retention etc so I will just have to cancel. I cannot bring myself to pay £25 for less than before.

If they do not get back to me the rest of the contracts will be cancelled one by one.

The lack of consistancy between what people are offered was part of my complaint.

Before I got the current deal I purchased a new 12 month Three contract as a fallback that offered 12GB data, 200 mins and 2000 Three to Three mins. I bought it online last week when Three had the 3 months half price deals. Went via quidco for £50 cash back so it worked out at £10.71 pm average over the first year.

If I hadn't got the new deal I would have just let my current One Plan convert to PAYG and then transfer the number to the new contract. I've now cancelled the new contract which hasn't been used in the 14 day return period. Not ideal but it woked out cheaper and whilst the 3 month half price has ended quidco is still offering £50 cash back.

Frozen_up_north

ladymarmalade222 wrote: »

Update...what a bloody nightmare!

So far I haven't had the letter, but I can confirm my friend did get a £7 discount during a phone call to the Indian call centre either yesterday or the day before, and he didn't have to haggle much or ask for a PAC either.

I only hope that when my letter arrives, they haven't tightened up to the point of offering a take it or leave option... We do use the feel at home and find overall Three have been quite good for us.

ladymarmalade222

I have just sent an email to CEO office to air my feelings as I am not confident the complaint taken over the phone will actually get actioned.

I will let you know how I get on.

xx

Okrib

It's frustrating but I did manage to secure a deal I was happy with after a couple of attempts with their call centre.


AYCE mins, texts and data (12 gb tethering limit) for £20 / month. Year's contract. Sim only. I took this for both the accounts I have which were on the One Plan at £20 / month.


It's the same as I was paying, and £10 off per month from what they proposed in their letter.

pangurdubh

ladymarmalade222 wrote: »

I cannot understand it..talk about treating customers fairly?

I cannot see me receiving any calls from retention etc so I will just have to cancel. I cannot bring myself to pay £25 for less than before.

If they do not get back to me the rest of the contracts will be cancelled one by one.

Hi, bit late to the table but here's my experience: Today I accepted the 4gb u/l calls and texts for £14 on a 12m contract and then I read Joeluken's experience. Called again and raised complaint, had to go through lengthy attempts to dissuade me but persisted - wasn't transferred to Glasgow but complaints team in India offered AYCE+600mins+2000 3 to 3 mins on a 12 m contract for £18. I asked to be transferred to Glasgow (before I saw Lady Marmalade's post) and was told I would get a call back within 24 hours. In the meantime I called Ofcom as I understood from MSE article 29 Jan that many complaints had been received and Ofcom were investigating to see if 3 were treating customers fairly. Ofcom guy told me that they wouldn't act in these cases because it is up to 3 to negotiate deals as they see fit and they can do different deals with different subscribers - and he wasn't aware of any Ofcom investigation into 3! So I wonder where Ben Salisbury got his info in his 20 Jan article? Anyway that, coupled with Lady Marmalade's experience led me to call 3 again and accept the £18 deal, which seems pretty good under the circumstances. Whatever deals are offered does seem to depend upon who picks up the phone at 3 but it's worth persisting as I'm much happier with the AYCE deal at £18. Good luck negotiating everyone!

ladymarmalade222

What annoyed me most was that they would not budge from the prices on the internet, £25 for the deal that others are getting for £17.

They told me there was no loyalty discounts now and it was if he thought I was lying. After the crappy letter they sent and the way they have dealt with this situation it is the least they could do to award some loyalty.

Anyway, a few minutes of emailing the exec office I received a reply with a case number promising somebody would call tomorrow and that they were sure they could resolve my issues.

I would still put a complaint to Ofcom as it they receive enough they may do something (wishful thinking).

Out of interest a few people mentioned a credit on their account for the hassle - could you enlighten us how much they have given;)

I will update tomorrow when I receive a call back.

Edit: Just to add, the way one of the advisors was talking, it looks like they are trying their hardest to get customers off AYCE data as he mentioned they have struggled with the amount being used lately. He said he could offer a discount on the 4gb contract but I told them over again I wanted AYCE data.

joeluken

ladymarmalade222 wrote: »

Out of interest a few people mentioned a credit on their account for the hassle - could you enlighten us how much they have given;)

I will update tomorrow when I receive a call back.

Edit: Just to add, the way one of the advisors was talking, it looks like they are trying their hardest to get customers off AYCE data as he mentioned they have struggled with the amount being used lately. He said he could offer a discount on the 4gb contract but I told them over again I wanted AYCE data.

You might want to try for a £20 credit.

Re AYCE I suspect the fisrt line contact centre people have a very limited script in terms of what they can offer and this excludes AYCE plans I think. you may have noticed that the AYCE plans were also excluded from Three's recent 3 months half price deals. This is probably because they are unique in offering this currently.

BTW BT Mobile (EE MVNO) is offering 20GB, unlimited mins & text for £16 pm sim only if you're a BT BB customer otherwise £21.

pangurdubh

ladymarmalade222 wrote: »

Edit: Just to add, the way one of the advisors was talking, it looks like they are trying their hardest to get customers off AYCE data as he mentioned they have struggled with the amount being used lately. He said he could offer a discount on the 4gb contract but I told them over again I wanted AYCE data.

It might be worth another call to speak to a different staff member. I was upfront about knowing through forums (without mentioning which one) that other people have been offered discounted AYCE deals, making the point about unfair terms. I was given a direct number for the complaints team - not sure if it is but I'll post it anyway: 0800 358 4916

gazza007

It might be worth another call to speak to a different staff member. I was upfront about knowing through forums (without mentioning which one) that other people have been offered discounted AYCE deals, making the point about unfair terms. I was given a direct number for the complaints team - not sure if it is but I'll post it anyway: 0800 358 4916

I am going to stick with the 4GB & any mins for £12 which I think is a fair deal, seems silly in MSE world to pay an extra £24 a year (£20 deal) for data I don't need and the new plan saves me £72 on my old AYCE data One Plan. If I need more data(which I doubt) I'll get the 4GB add on for £5.

joeluken

gazza007 wrote: »

I am going to stick with the 4GB & any mins for £12 which I think is a fair deal, seems silly in MSE world to pay an extra £24 a year (£20 deal) for data I don't need and the new plan saves me £72 on my old AYCE data One Plan. If I need more data(which I doubt) I'll get the 4GB add on for £5.

Makes sense if you don't use a lot of data.

I'm the opposite and use a lot of data but not that many minutes. Most of my family use Three so the free 3 to 3 mins come in handy to avoid using voice mins from the new plans lower allowance.