Ending contract, fees, how do I argue back? (Three mobile)

Kim_13

hopefulmoneysaved said:

PHK said:

hopefulmoneysaved said:

mr_stripey said:

I'd contact Three in the first instance

Good thing is only three months left. They will probably want to charge you those remaining months. If it is calls only then probably not a huge amount of money? How long have you been on the contract and how long have you had issues with the signal? Did you alert this to Three before?

When I was with Three I moved house to a rubbish signal area, they provided a device to plug into my broadband which provided a signal boost for the phone

It is £54 but half of that is fees for breaking . Contract was 2 years and I knew about the 3G cut off so I would definitely have checked my phone - and the site confirms this. What I did not know is 4G is split into 2 bits so other providers will give you 4G data but 2G voice (if you cannot get 4G voice). Eventually 2G gets switched off but right now, I have patchy call ability.

That’s not quite right. 4G started off as data only. But VoLTE was developed to handle calls over 4G. The majority of 4G devices sold since 2016/2017 are VoLTE compatible and will continue to work after 3G is switched off. 

As your phone is (for some reason) not VoLTE compatible then it can only drop down to 2G for calls. 

Three never had 2G and the other networks are prioritising (in various ways) 2G for emergency calls, internet of things and machine 2 machine. 

So if you did move to another network you wouldn’t necessarily be better off. Your best bet would be O2 as they’ll switch of 3G next year and begin migrating customers away from 2G as well. 

But as I say, the majority of 4G phones around now support VoLTE. What make and model do you have?

It is an LG G6. This phone does support Volte according to Three website but I have no option on the phone. 

As the phone was bought from them, pop into a store and ask them to enable it given that their website shows it as compatible. If they cannot, then you can broach the subject of wanting to leave to join a network that provides a 2G call and text service, as the phone was perfectly adequate for your needs until they switched 3G off. They will probably need to get a manager/make some calls. If they will not allow a penalty free exit, would they give a discount on a new handset vs their published offering for that phone?

eDicky

hopefulmoneysaved said:

PHK said:

hopefulmoneysaved said:

mr_stripey said:

I'd contact Three in the first instance

Good thing is only three months left. They will probably want to charge you those remaining months. If it is calls only then probably not a huge amount of money? How long have you been on the contract and how long have you had issues with the signal? Did you alert this to Three before?

When I was with Three I moved house to a rubbish signal area, they provided a device to plug into my broadband which provided a signal boost for the phone

It is £54 but half of that is fees for breaking . Contract was 2 years and I knew about the 3G cut off so I would definitely have checked my phone - and the site confirms this. What I did not know is 4G is split into 2 bits so other providers will give you 4G data but 2G voice (if you cannot get 4G voice). Eventually 2G gets switched off but right now, I have patchy call ability.

That’s not quite right. 4G started off as data only. But VoLTE was developed to handle calls over 4G. The majority of 4G devices sold since 2016/2017 are VoLTE compatible and will continue to work after 3G is switched off. 

As your phone is (for some reason) not VoLTE compatible then it can only drop down to 2G for calls. 

Three never had 2G and the other networks are prioritising (in various ways) 2G for emergency calls, internet of things and machine 2 machine. 

So if you did move to another network you wouldn’t necessarily be better off. Your best bet would be O2 as they’ll switch of 3G next year and begin migrating customers away from 2G as well. 

But as I say, the majority of 4G phones around now support VoLTE. What make and model do you have?

It is an LG G6. This phone does support Volte according to Three website but I have no option on the phone. 

Did you look for the option in the way described here:

https://www.reddit.com/r/lgg6/comments/7nrqq8/how_to_enable_volte_on_lgg6/?rdt=34266

If so, and no joy, take Kim's advice.

hopefulmoneysaved

ok. I am on a sim only contract.

I contacted Three tech support and the call went something like this...

me: I have a LG G6 and I want to get Volte enabled
them: LG G6 does not support Volte
me: your website says it does (shares link)
them: the LG G6 does support Volte and the problem is with your handset. Therefore you need to speak to the manufacturer.

PHK

Where did you get the G6 from? 

hopefulmoneysaved

PHK said:

Where did you get the G6 from? 

High street electronics shop. 

hopefulmoneysaved

I think I am pretty much screwed.

Either break contract for £54 and keep the phone until 2G goes. Obviously look for replacement with guaranteed Volte and maybe figure how to get Volte on this one

or

Spend now and get a phone with Volte (but how to know it really has it activated?).

PHK

The problem is that the G6 is an older phone from an era when VoLTE support was heavily dependent on which firmware the manufacturer/provider installed. Nowadays support is almost universal with even a budget feature phone supporting it. (In fact many phones no longer have a toggle for it because it’s obviously essential)

If I was in your shoes I would forget all this stuff about them saying it’s compatible. Just contact Three, explain your phone doesn’t support VoLTE and ask what your options are. Do it in a spirit of working together to solve a problem, rather than being combative. Get them on your side and don’t antagonise them. They might offer you a good deal on a more modern phone, a discount on the remaining period of your contract, or might not be able to help. If they can’t then politely make a formal complaint  that they should be able to offer help and support during the transition away from 3G. 

(Also, bear in mind that whilst other networks still have 2G they are transitioning away from it for ordinary voice calls. So you may be in this position again. )

Neil49

hopefulmoneysaved said:

PHK said:

Where did you get the G6 from? 

High street electronics shop. 

Given that Three didn't actually supply the phone you don't have a lot going in your favour. It could be that the phone was an import and not to UK specification. 

Personally I would look at buying a more up to date phone and simply stick the Three sim into it. You will get the 4g calling that you currently lack and don't have the hassle of trying to cancel your contract early. 

Take a look at someone like Giffgaff for nearly new phones to keep costs down

hopefulmoneysaved

Thanks all. XDA forum has something which suggests there is something in the firmware which is connected to the carrier. So the original LG G6 that I bought with the contract probably had it. But after that contract completed and I went with SIM only, the phone broke so I bought the same one elsewhere. And that was the problem.

So I will look at my other options.