topic Incorrect package in Account and services

Incorrect package

bryanellis44 — Wed, 15 Oct 2025 17:59:56 GMT

My son took ownership of a phone we were paying for in August 2025, due to it being the end of the 24 month contract. He got a sim only package which was supposed to be monthly with no minimum term. This was to give him time to decide if he wanted to keep his phone and just pay from month to month or get a new phone package.

He decided today that he wanted a new phone package, but was told he had to pay the rest of his contract at over £400. Looking into his package, it looks like a 24month package rather than the month to month one he selected. Now he is stuck with a sim only deal for another 22 months. He is 100% sure it was not a 24 month contract he selected. Anyone had this before.

Tried sorting it online in the chat but got nowhere. Bot isn't very clever. And the agent kept panning us off with starting a new chat as names didn't match.

Anyone from Three that can help. All he wants is a monthly sim like he ordered so he can get a new phone package. He can't afford the existing sim deal and a new phone together.

Re: Incorrect package

bryanellis44 — Wed, 15 Oct 2025 18:22:48 GMT

I've tried the online chat, and my son has also tried, but both times the names don't match seemingly. All his details were supposed to be changed over, seems like someone hasn't changed them correctly

Re: Incorrect package

MichaelP — Thu, 16 Oct 2025 11:23:05 GMT

Hello @bryanellis44,

I understand it must be confusing if the contract terms didn't match what your son expected.

Do you know if your son took the contract himself via the Three app, or was it arranged with customer services or at a store?

If the name doesn't match what you've been giving, it may need to be updated. A workaround for this, if verification hasn't been successful on webchat or telephone, is to visit a Three store with a photo ID.

Once the name is updated at the store and you're able to access it with a Customer Service agent, we'll be able to investigate the new contract agreement further with your son.

Thanks,
Michael

Re: Incorrect package

MichaelP — Fri, 31 Oct 2025 14:55:08 GMT

Hi again @bryanellis44,

Were you able to pop to a Three store to get the account name updated? Once this is arranged, Customer Services will be able to verify the account and investigate your son's contract.

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

Thanks,
Michael