Help with Three please

simba74

Hi. This is my first post so I hope I've started this correctly. I'm looking for advice on cancelling my Three contract for the following reasons.

I've been with Three for many years for broadband and phone on contract.
For the last 3 months, both internet and phone connections have been absolutely poor and was not staying connected for more than 2 mins. Watching a 30 min programme on iPlayer took 55 mins due to the line keeping dropping out. And calls was the same. 

A recent accident in my home where in my panic, I thought I needed an ambulance so I called 999 but was unable to establish my situation to 999 - or my address - as my phone continually cut out. Later that day, (emergency over) having thought about my emergency calls failing, I realised there was a serious issue with my service. 

So I spoke to Three. Again. and the same situation as the last 3 times I called them, - they had to keep calling back due to the line not staying connected. It was unbelievably  frustrating. It must have taken over 30 calls either side over 3 days. They explained again that there was an issue with connectivity due to the roll out of 5g in my area and asked me to bear with them. They eventually offered me a tenner off my bill, and said they do not know when the matter will be resolved but "hopefully very soon". Now, 2 months in, the issue is still the same. So I decided to try another provider which is now up and running (BT/EE) and there are no problems what so ever.
I contacted Three last week and said I want to leave because of all the above, and they now state there is an early exit fee of £367.67p. The contract expires in November 2022. There's also an early exit fee on the broadband. 

So obviously I didn't consider that would happen, hence me going with another provider. Its cheaper to keep both of them contracts of mobile and broadband with Three than pay the exit fee. But I've also got another provider, so I'm paying for both providers every month, which clearly I'm not happy about. 

Is there any way around leaving Three without paying the exit fee, given the reason I cant stay with them is due to their poor service?

Any help or advice would be appreciated 

JJ_Egan

You had a valid contract with Three .

Unless they agreed for you to leave penalty free .

ann_droid

Hi
https://www.ispreview.co.uk/index.php/2019/02/new-ofcom-code-of-practice-for-uk-broadband-isp-speeds-starts-today.html

Providers must also supply, upon request, the Minimum Guaranteed Access Line Speed (MGALS) for your line (this reflects the slowest 10% of similar users). The MGALS level is important because ISPs that fail to resolve any significant speed problems (i.e. if your speed stays below the MGALS level) must offer customers the right to downgrade or exit their contract (penalty free).

The above may be an arguing point, done POLITELY, that a fault was clearly evident and there was no solution provided, therefore you moved.
It is not a very strong argument but if a 999 call failed then they may accept your choice, else try the Regulator.

But you may have broken/breached your contract and have to accept the charges.

Neil_Jones

Re: 999 the arrangement for this is these emergency calls are network independent.  So in theory if you need the services the call will use any network it can find regardless of whether you're a customer or not.

Of course this depends on whether you have a decent signal from other providers in the first place.  If you happen to be in a blindspot where there is no signal from anybody (or you have construction of the house that blocks signal as no provider can guarantee 100% coverage indoors) then its relatively moot and you would have to use other means to raise the alarm - landline or panic alarm or similar.