Cancelling Mobile Broadband Contract as provider has consistently failed to uphold their end

EJamesChu

So I took out a Mobile Broadband contract with 3 about a year ago on a deal that was advertised as £11 a month for 6 months then £22 a month thereafter on a 3 year contract.
Right from day one they've over charged me, First bill was £48 and i was told this was a one off and normal for the first bill....Then all future bills came in at £35 a month, it took me MONTHS of complaining they finally promised to fix this by giving me a payment holiday to make up for the overcharge....3 months later i'm billed £11...then £16...then £35 and i'm back to constantly going in circles trying to get this fixed and I'm sick and tired of this now and just want out, what are my options as I'm getting NO response from 3.
Their phoneline keeps cutting me off when I try to complain and online support just brush me off or tell me they can't access my account due to technical problems...for MONTHS....I never expected such a cowboy service from a company like 3 but I'm done and i'm sure I have fair grounds to demand this contract is canceled as they have NOT ONCE honored their side of over the course of an entire year and are now just clearly giving me the run around.

Snail3UK

I use 3 Mobile for my broadband as my landline broadband is so slow 1-2Mbps. I subscribe to the Unlimited Data plan via Superdrug. To begin with it was great and I was getting 20-30Mbps but in the last 3-4 months the service has got terrible. Superdrig response is it is due to loading on the local mask!
Although I can still watch Netflix the speed is now 5-6Mbps, but what is worse is the response I get when browsing, it often takes 20-30 seconds to respond and is often so slow that I cannot sign onto my online banking. I have therefore have to switch back to my landline broadband in order to use online banking where the response time for browsing is 2-3 seconds.  Any ideas? is anybody else suffering from similar problems?

JJ_Egan

<Superdrig response is it is due to loading on the local mask! >

So what happens if you use another mast for browsing/ testing .

Try sim in another phone .

Try another sim in your phone .

Snail3UK

At the moment they have just said sorry and tried to close the issue, but I have asked them to raise a fault. They have since responded that "Itis affecting a lot of our customers and we are working as quick as we can". I have asked them what the fault is and how long it has been outstanding.

If I put the sim from the router into a phone, it was no better.
I have put my Vodafone sim into the router and the download speed was better at 10Mbps, and the browsing speed was 1-2 seconds. So it does appear to be a problem with 3 mobile.  I do not want to use my Vodafone sim as I need that in my phone.

Kith_sen

I did join the 3 mobile as advertised in MSE’s current email report for £16 Unlimited Broadband. (Beware that it’s a 24 month contract) The 3mobile network is not giving a good service. The 4G drops down to 3G often and I had to restart my phone to get 4G back all the time.  Most of the time the download speeds were less than 10Mbps.  (By the way this was happening in London.) I only noticed this when the lockdown restrictions were partially lifted in mid July and I started to work. As I got the contract in April the 14day cancellation period is way passed. When I  mentioned this to the customer services.
They told me that they could reduce the monthly payments but I said I don’t need a reduction all I need is good connectivity and a higher download speed and I have to cancel my contract she said Ok and send me the PAC. So that I could change the provider. When asked how much the cost would be she said that I have to change provider first. 

3mobile now have send me a bill £265. When I complained the answer was that they don’t have record of that conversation and I have to pay the full £265. 
I wish Martin Lewis investigates this not put any of his followers in trouble by introducing them to an inferior product. 
 I am waiting for three mobiles decision letter so that I can file a complaint against 3mobile with the communication ombudsman. 
I would appreciate if anyone could let me know if they had the same problem with 3mobile. 
I would advise everyone  not to get this 3mobile sim as it is useless. 

Kith_sen

Correction on my post about 3mobile.  It should read when the lockdown was partially lifted in mid June 2020 instead of when the lockdown was partially lifted in mid July.