topic Re: How do I cancel in Account and services

How do I cancel

deskplant — Tue, 09 Jan 2024 10:21:28 GMT

Hi how do I leave my three contract please.

I don't want to call, I don't have a three mobile, I want to do it online so that I can have some written record for my own record-keeping. I need to cancel mobile broadband that I no longer need.

I have been round and round in circles on the website; through a store based advisor, broken links, error messages, documents that aren't relevant to my problem, I just want to cancel it and do it today. I am hugely frustrated at this point, so if anyone can help me with cancelling online I would be very grateful.

Re: How do I cancel

Geluk — Tue, 09 Jan 2024 11:35:39 GMT

You presumably have access to a phone; just call 0333 338 1001. Simples.

Re: How do I cancel

sc1999 — Tue, 09 Jan 2024 11:35:43 GMT

I don't think that you can do this online. This is all I could find:

How do I cancel my mifi 3?
If you want to cancel your service agreement with Three call us on 0333 300 3333 (standard call charges apply).

Re: How do I cancel

JonathanB — Wed, 10 Jan 2024 10:22:52 GMT

Hi @deskplant,

I'm sorry to hear you'll be cancelling but happy to help. Why not have the conversation as a webchat? You can take screenshots of the conversation for your records too. Once the account is cancelled we send a "final bill" which confirms the closure of the account and if there's any final payment or refund to be made. You can find the chat option on our contact us page.

Thanks,
Jonathan

Re: How do I cancel

justacustomer — Thu, 11 Jan 2024 12:18:45 GMT

I have the same problem. I just tried to start a chat and it asked me if I want to talk to an agent so I said yes, and then it closed the chat and sent me to the 'contact us' page.

Re: How do I cancel

JonathanB — Thu, 11 Jan 2024 13:33:59 GMT

Hi @justacustomer,

It sounds like you may have opened the chat bot assistant, which is designed to help you navigate the Three website. If you scroll down a little on the contact us page, you should find an option like this:

The chat should begin by asking you for your phone number and then some info about what you need help with. Then it should connect you to the right team to help.

The automated chat that I mentioned is accessed by the button in the bottom right of the page:

This one is automated and intended to help with navigating the website, that's why it will have redirected you to the contact us page, sorry for any confusion this may have caused.

Thanks,
Jonathan

Re: How do I cancel

gjdoisosg — Mon, 10 Jun 2024 18:27:20 GMT

This would be helpful if we actually knew our Three phione number. It's not anywhere on the paperwork. Trying to access my online account at http://192.168.8.1/ also is not working. I've already been into the store where I signed up for the broadband, and of course they couldn't help me. It is RIDICULOUS!! I just want to cancel as I've sold my flat and leaving the country

Re: How do I cancel

KateS — Tue, 11 Jun 2024 14:50:09 GMT

Hey @gjdoisosg,

I'm sorry to hear you've struggled to get in contact with us to cancel your account.

Are you getting an error message when you attempt to access your account using 192.168.8.1? Do you have an account number you can provide our teams with to access the account?

I'm keen to help,
Kate

Re: How do I cancel

iBRAHIM — Tue, 02 Jul 2024 07:12:12 GMT

I have traveled to my home country and I have been trying to contact three via calls but its not going through after that I tried to find a support email which still didn’t help because I didn’t find and support emails , so now I am stuck paying for a router I am not using

Re: How do I cancel

autodrivel — Tue, 17 Sep 2024 17:28:26 GMT

If you are paying by direct debit, cancel the direct debit at your bank, then wait for Three to get in touch

Re: How do I cancel

KateS — Wed, 18 Sep 2024 11:11:05 GMT

Hey @autodrivel,

We would advise that cancelling a Direct Debit and leaving an account unpaid will have an impact on credit files. If you're having any issues that need to be addressed, please provide some further information and I'll do my best to support you.

Thanks,

Kate

Re: How do I cancel

asdad9873dad — Fri, 10 Jan 2025 16:53:03 GMT

It should be that simple but unfortunately that number just states "option 2 is not a valid choice", when you finally get to the right option. Then eventually "sorry you are still having problems, goodbye".

Maybe in the past this worked but at the moment it's not a particularly useful number to call.

Re: How do I cancel

asdad9873dad — Fri, 10 Jan 2025 16:55:02 GMT

Did you ever manage to cancel? I'd be keen to know how you did it.

It should be as simple as going to https://www.three.co.uk/support/switching/leave-three but all of the information provided there seems to be useless / broken.

Re: How do I cancel

PeteG — Sat, 11 Jan 2025 10:31:58 GMT

Hello there.

Welcome to the Three Community.

Can you confirm what is broken on the page you've linked to? I've gone on to it by all links and the phone number on the page are working normally.

Pete.

Re: How do I cancel

asdad9873dad — Sat, 11 Jan 2025 17:31:18 GMT

If you call the number listed 0333 338 1082 and then input all of your account details and go through the automated system. Eventually you get through to selecting options for your call be routed somewhere. I can't remember the exact number sequence but if you select the correct options that you'd want if you were cancelling then eventually you get something along the lines of .. Press 1 to upgrade, Press 2 to cancel, Press 3 for all other options.

If you then select 2 it just says "this is not a valid option", or 3 then the same "this is not a valid option", eventually you get a "sorry you are still having problems" and then the call is terminated. I haven't tried pressing 1 because that clearly isn't relevant.

Re: How do I cancel

PeteG — Sun, 12 Jan 2025 09:31:26 GMT

That was something I tested before commenting here. After entering the phone number, I choose the option that was asking if I'd like to talk about an upgrade or to cancel my account, I was connected to an adviser. I am unable to repeat the specific error you got, but if you're able to repeat the error and provide exact steps on how you got there, I can provide the feedback to the IVR team to get it fixed.

Pete.

Re: How do I cancel

MMC — Wed, 15 Jan 2025 12:58:53 GMT

This phrase happy to help and then customer services agents carry on without reading what a customer wants. The phone calls and chats are at least 30 minutes onwards without solving anything. When one complaints the complaint department calls just 1 time and if one does not answer the call they just close the complaint. This one call only is like when you watch a movie and if an actor is taken to a prison they have one call only. It is the same with the 3 network complaint department. If one doesnot answer their call one is confined to the 3 network jail. This company is absolutely awful and really bad business practice. Avoid like a plague!

Re: How do I cancel

MMC — Wed, 15 Jan 2025 13:03:10 GMT

Re: How do I cancel

matty007 — Tue, 11 Mar 2025 01:55:35 GMT

i have my does of three network today... another number spring up on my account. they are now charging me 11pounds every month... been trying to cancle since then with no luck. Now they wrote, stating they will distroy my credit score.

Re: How do I cancel

matty007 — Tue, 11 Mar 2025 01:59:18 GMT

My own dose of this came as a new number pop up on my account, a new sim, charging 11pounds a month. I never use another sim or number, contacted three, complaint department just says not a fraud, and pay up! was kinda rude and not helpful. How to cancle? i dont really know.