topic Re: Upgrade Process Error Not Being Resolved in Account and services

Upgrade Process Error Not Being Resolved

AlexHamilton86 — Thu, 04 Sep 2025 09:40:41 GMT

Context:

My current contract was due an upgrade
I went through the "upgrade now" link on the webpage, selected the new handset and plan to go with it
Handset arrives through the post, along with a new SIM with a different phone number
Check my account, and it has gone through as a new contract instead of an upgrade, so I still also have my original contract running
Contact Three support, explain the situation, and that I in no way want a new phone number - I've been using my existing one for work for 20 years
They confirm they can just cancel the new airtime contract, keep the new device contract running, and simply use my existing SIM on it
I request a copy of that via email, and get told they can't do that, but the system will process it
A week later I check, and both contracts are still running
Contact help again, and get told I need to return the handset to cancel the contract.
I explain this has all been through once and resolved, it's just the airtime contract to be cancelled, as it should never have been created
Help once again does not process the airtime cancellation

Can someone at Three please come back to me ASAP on this, as I'm not paying for a contract I didn't want, and the system should never have created.

Re: Upgrade Process Error Not Being Resolved

MichaelP — Tue, 09 Sep 2025 08:59:39 GMT

Hi @AlexHamilton86,

We can understand that you did not intend to take a second contract when trying to upgrade through the app. If you had a pre-existing device plan, any new device plan would run concurrently with it.

Of course with an airtime agreement, an upgrade should not lead to a new number, so I can understand why you wish for this to be cancelled.

It may be that as this was completed via self-serve, the request to return the handset was required as part of cancelling the overall upgrade.

If you do not wish to return the handset as part of the cancelling the airtime agreement, please log a complaint for further investigation.

As you've shared that you were given assurances about the cancellation, these can be checked through any call/live chat recordings as part of the complaint investigation.

Thanks,
Michael

Re: Upgrade Process Error Not Being Resolved

MichaelP — Tue, 09 Sep 2025 09:04:06 GMT

Hi again @AlexHamilton86,

I'm just checking in, as I didn't hear back from you yet.

Were you able to follow up on the additional plan that was taken out?

Thanks,
Michael