3 - Locked into a contract but network poor

Benson

Both my H and I started new contracts after years of being with Orange no problems (why the hell did we change!!!)

We saw the phones we liked and they were available on 3 network, we were hesitant at 3 as years as years ago they seemed to have network issues but we called them and they advised Network coverage was now excellent and it would automatically trip over to Orange or 02 if the network coverage was poor.

Ever since we took out these phones in Dec we've been pagued by no reception, dropping calls and the phone locking saying emergency calls only where you have to turn the phone off and back on to reset.

After numerous calls to 3, their technical team who insist that network in my area is excellent (despite me either having 1 bar or nothing on my phone - which they can't understand) they are now blaming the phone saying my phone is not the best with poor network - then why the hell is it available on a 3 network! However myself and my husband have different phones and still the same trouble. Conveniently both phones are not great with the netowrk - what a suprise!

Im so sick off not being able to use my phone when im paying for the service but they won't do anything to assis, thy just keep on that the network is great!

The only thing they've offered is to swap for a refurbed phone (when mine is brand new) to a poorer model, mine has a 3.2px camera hence why going for it, the offer if for a 2px one (Nokia6120)

Im fuming, ive spent all morning on the phone to different people, they say that a senior manager will call me (not had a call yet) but that he won't cancel the contracts etc

Does anyone know where I stand? Im on a 18mth contract and to get out I would have to pay 210.00 and my husband 350.00

C_Ronaldo

Do you know anyone else who is on the 3 network but who lives near to you, just to confirm it is the network or your phones,

HarryV

Have you documented all your phone calls / letters / emails to and from them? You will need a good record of what's happened since you purchased your contracts and phone.

You do have recourse and the Sale of Goods Act is there to help us consumers.

There are several websites which explain your rights and the sellers obligations well:

Assuming you acted immediately the problems started happening and you have kept good records, you should write to them and explain why you are not satisfied with the goods and service they have provided. Also you should clearly state what you want (I presume to end your contract with them) and make it clear you are not accepting a replacement phone. You should give them a reasonable period of time to respond (say 14 days) after which you have no option but to terminate your contract.

It might help if you immediately stop using either phones and tell them you have done so as the signal / reception / equipment is so bad.

There is a complication as they have provided both goods (phones) and a service and clearly they will blame one or the other to waste time!

You might consider allowing them to upgrade your phones to a higher spec and giving them a trial for a few months to see if the new phones do the trick. If the upgraded phones don't work to your satisfaction then you have shown great patience and been reasonable to try other equipment. If you choose this make sure that this is all in writing and you tell them you are accepting this as a goodwill measure for a limited period of, say, three months. At the end of this if the service is no better than before you will be rejecting them and terminating your contract.

Have a look at the terms and conditions of your contract and see what it says about termination.

Feel free to PM me if you have any specific questions. Good luck!

spinks

Myself and dh experienced similar problems which were ongoing for almost 6 months.

Dealing with customer services got us nowhere and head office refused to speak to us...that is until we got onto our local radio station newsdesk who was very interested in our experiences with 3 and immediately got onto 3's press office to tell them they were wanting to do a story on the fact that one of their dissatisfied customers were going to take legal proceedings against them for breach of contract.

Within an hour we had a call from the executives office who agreed to allow us to terminate both of our contracts, refund the line rental we had paid for the months with no service and give us a substantial goodwill gesture.

From our experience any 3 representatives in the UK would refuse to speak to customers and would ignore letters but hang in there and once they realise you mean business they should be more obliging. No comapny likes bad press (well except Ryanair maybe)

Good luck