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

dragonsoup

My letter just arrived too - I have 2 phones on that tariff which suits me very well as I use probably 20 mins of call time, a dozen texts but a considerable amount of data each month. Capping my data but increasing my minutes and texts is no use at all to me.

Guess I'm looking elsewhere now - don't want to stay with 3 out of principle.

foxmeister

Best I could do today was £16 pm for 8gb, 200 mins, unlimited texts on a rolling 1 month contract....

Tobas_2

I received my final invoice this morning. Needless to say none of what I was told when I cancelled and got my PAC code appears to have been correct.

Having used my PAC code, 3 generated a final bill which included an early termination fee. This is despite them triggering the cancellation with their crazy letter and me being long out of contract. In the half hour I spent on the phone trying to find out what this was all about, I was told it was because I was still in contract, then I wasn't, then it should have been explained during the cancellation (it wasn't) and finally put through to a 3rd team member to try and sort out a credit only for them to tell me they couldn't see any of my invoices. They had to ask me what I was being charged.

#stillgetitwrong

joeluken

Tobas wrote: »

Having used my PAC code, 3 generated a final bill which included an early termination fee. This is despite them triggering the cancellation with their crazy letter and me being long out of contract.

Once your contract is past its minimum term it's still a contract and requires minimum notice from either party to terminate (or vary the terms in Three's case).

The letter from Three is just a notice of a variation to the terms of your contact. Under your contract Three is required to provide at least one months notice of any variation. Similarly you are required to give minimum notice to terminate the contract i.e. 30 days.

It should all be covered in the T&C's of contract that are available from the Three website - http://www.three.co.uk/terms-conditions/paym-and-payg

"(c) On 30 days’ notice, outside the Minimum Term. You can end the agreement if your Package does not contain a Minimum Term, or if you want to end the agreement at the end of your Minimum Term or any time after your Minimum Term has expired, provided you give notice to Three Customer Services at least 30 days before the date you want to end the agreement. A Cancellation Fee will not be charged."

Candyapple

joeluken wrote: »

I think you would need to raise a formal complaint and get though to the team in Glasgow to get the best deals. When I called the number of the letter it was just the oversees call centre that appeared to have limited offers.

Looking around the best on offer that I've seen is £20 for AYCE everything or £17 for AYCE data/texts with 600 mins + 2000 3 to 3 rolling. I went with the latter.

I got AYCE everything with +8GB tethering allowance for £16 and my OH got AYCE everything with +12GB tethering allowance for £19.

I have also received my refund of 1 month's line rental as per phone call.

I hope I don't have to speak to their awful call centre staff for a very long time! :rotfl:

joeluken

Candyapple wrote: »

I got AYCE everything with +8GB tethering allowance for £16 and my OH got AYCE everything with +12GB tethering allowance for £19.

I have also received my refund of 1 month's line rental as per phone call.

I hope I don't have to speak to their awful call centre staff for a very long time! :rotfl:

Good deals and those I mentioned are all 12GB Hotspot. It does appear Three have been offering old plans that have less than the current 12GB hotspot included.

If you've been moved to one of these it may not be long before Three issue another letter to vary your terms because part of its reason for doing this is to move customers from legacy plans.

Tobas_2

joeluken wrote: »

Once your contract is past its minimum term it's still a contract and requires minimum notice from either party to terminate (or vary the terms in Three's case).

The letter from Three is just a notice of a variation to the terms of your contact. Under your contract Three is required to provide at least one months notice of any variation. Similarly you are required to give minimum notice to terminate the contract i.e. 30 days.

"

I accept that however what I was told when I cancelled and got my PAC code was not what actually happened. I was told there would be no cancellation fee and my contract would end on April 15th, that's 30 days after the call. It was explained that using my PAC code would not cancel my account and it would end on the 15th, the exception being that if I didn't use my PAC code by the 15th, my contract would continue.

So when I did use my PAC code, my account was cancelled and their printed invoice clearly says early cancellation charge. Not only that, they continued their marketing texts which all said to login to my account to cancel them.

In the end I'm about to switch from Giffgaff to EE, my wife's contract has just come to an end and they offered an excellent deal to us both. Hopefully it'll be an even better deal when she takes her NHS payslip into an EE shop for some more discount.

Giffgaff is a fun company, lively and helpful forum but let down by poor O2 coverage where I work. I suspect their traffic flow hit me in the first few days but since then, I've had no reason to whinge about it. The problem is only getting a basic 3G signal at work, if I'm lucky.

joeluken

Tobas wrote: »

I accept that however what I was told when I cancelled and got my PAC code was not what actually happened. I was told there would be no cancellation fee and my contract would end on April 15th, that's 30 days after the call. It was explained that using my PAC code would not cancel my account and it would end on the 15th, the exception being that if I didn't use my PAC code by the 15th, my contract would continue.

So when I did use my PAC code, my account was cancelled and their printed invoice clearly says early cancellation charge. Not only that, they continued their marketing texts which all said to login to my account to cancel them.

In my experience once a PAC is actioned the account is closed and you can't access My3.

If there is a recording of what you were told that can be used as evidence otherwise it's what ever is stated in the T&C's.

EE is generally a good network especially if you can access their employee rate deals. My only concern unless it's changed is the ability to stop any out of allowance spending account spend. Given EE's poor customer service I'd had hate to have a billing issue that could cost me.

Tobas_2

joeluken wrote: »

In my experience once a PAC is actioned the account is closed and you can't access My3.

If there is a recording of what you were told that can be used as evidence otherwise it's what ever is stated in the T&C's.

EE is generally a good network especially if you can access their employee rate deals. My only concern unless it's changed is the ability to stop any out of allowance spending account spend. Given EE's poor customer service I'd had hate to have a billing issue that could cost me.

Closing the account when the PAC is used is just what I expected to happen as well so I did asked for what I was being told to be clarified several times, they happily did. Sadly I don't have a recording of the call but if 3 can be trusted ( :rotfl: ), I expect it is going to be waived.

d123

joeluken wrote: »

EE is generally a good network especially if you can access their employee rate deals. My only concern unless it's changed is the ability to stop any out of allowance spending account spend.

What do you mean?