topic Re: Turn off add-on in Account and services

Turn off add-on

Myrrhman70 — Wed, 03 Aug 2022 19:41:14 GMT

I used more data than usual one month so bought a 1gb add-on which I now can't turn off and get charged every month.

How do I deactivate this scam so I'm not charged every month until I change provider?

Re: Turn off add-on

StephR — Thu, 04 Aug 2022 10:01:06 GMT

Hey Myrrhman70, welcome to Three Community.

The Add-ons available to our Pay Monthly customers come in One Day Boost, Short-term Boost and Monthly Boost variations. We do try to make it clear on both the app and browser version of My3 that Monthly Boosts are recurring and will renew each month until cancelled. I'm really sorry that's not been your experience though, and that you've been charged unexpectedly.

Have you tried cancelling the Add-on via My3? If you click 'My Account' and then 'View / manage Add-ons', can you see the active Monthly 1GB Add-on and the option to cancel it? Are you getting an error message when trying to use that?

Let us know how and we'll do all we can to help.

StephR

Re: Turn off add-on

Myrrhman70 — Fri, 05 Aug 2022 09:25:24 GMT

Hi,

There's no option to cancel, the button is greyed out and nothing happens when pressed.

Re: Turn off add-on

StephR — Fri, 05 Aug 2022 11:42:23 GMT

Hmm, that's frustrating! Sorry that option isn't working, Myrrhman70.

Looks like we'll need to give it a budge manually. I've sent you a PM with details on the next steps to take, so have a look when you get the chance.

StephR

Re: Turn off add-on

Kioshi934 — Wed, 10 Aug 2022 23:33:53 GMT

I'm having the exact same problem but with a 3 GB monthly add on which adds quite a lot to my monthly bill. Help would be greatly appreciated thanks.

Re: Turn off add-on

JonathanB — Thu, 11 Aug 2022 09:55:54 GMT

Hey Kioshi934,

Sorry to hear you're running into these issues removing the add on. I'll send you a PM so you can get further help if the App or My3 isn't letting you cancel it.

JonathanB

Re: Turn off add-on

Andyw — Sat, 27 Aug 2022 07:09:59 GMT

I'm having the same problem. it's obviously a common problem so two things really, can you deactivate my add ons as there's no option to cancel them through my3 as they are greyed out and what are you going to do to resolve this issue.

it also appears that you should be clearer that these are recurring payments.

Andy

Re: Turn off add-on

StephR — Mon, 29 Aug 2022 10:29:17 GMT

Hey Andy,

You should be able to cancel Add-ons via My3, I’m really sorry that’s not working. I’ve sent you a PM with more details so we can get this one removed for you as soon as possible.

It’s also something we’ve fed back to the right teams, so we can figure out what’s causing this issue and fix it longer term.

In the meantime, if you have any specific ideas on how we can improve the clarity of our Add-on terms, please do let us know. Currently, our Monthly Boost Add-ons carry the message, “This is a recurring Add-on, and will renew until you cancel it”, but we're always open to feedback on how we can improve things.

StephR

Re: Turn off add-on

Elouise3000 — Fri, 02 Sep 2022 20:43:35 GMT

Hi,

Im having this issue too, I want to cancel the add on before my bill renews in the next week. Can someone please PM to resolve the issue.

Thanks

Re: Turn off add-on

Elouise3000 — Fri, 02 Sep 2022 20:54:01 GMT

Can ignore this, have managed to do now.

Re: Turn off add-on

JonathanB — Mon, 05 Sep 2022 09:08:22 GMT

Hi Elouise3000,

Welcome to the Three Community.

Glad to hear you managed to sort this out. Let us know if you see any further issues with this, or anything else. 🙂

JonathanB

Re: Turn off add-on

natq — Sat, 10 Sep 2022 10:25:45 GMT

Hello,

I am having the same issue. The option to deactivate the add on is grey. Could you help please?

Re: Turn off add-on

JonathanB — Mon, 12 Sep 2022 15:36:43 GMT

Hey natq,

I've sent a PM now to get you more help with this. 🙂

JonathanB

Re: Turn off add-on

ibadghori — Sat, 17 Sep 2022 21:36:03 GMT

I am having the same problem . I am unable to cancel the add on which is deducting 20 pound a day for unlimited data . I am trying to cancel it but I am unable to do it , it’s frustrating

Re: Turn off add-on

ibadghori — Sat, 17 Sep 2022 21:38:12 GMT

I am having the same problem . I am unable to cancel the add on which is deducting 20 pound a day for unlimited data . I am trying to cancel it but I am unable to do it , it’s frustrating

Re: Turn off add-on

JonathanB — Tue, 20 Sep 2022 09:59:50 GMT

Hi @ibadghori,

Thanks for joining the Three Community.

I'm sorry to hear that you've also been running into difficulties cancelling an add on.

I can see that you registered for the community from a new PAYG account, please chat with the PAYG team, they should be able to help you further with this.

JonathanB

Re: Turn off add-on

Kent — Tue, 12 Mar 2024 14:17:23 GMT

Hi, I have been being charged a 1GB & 3GB monthly charge since 2021, I was unaware until today when I changed plan. I believe I was unlawfully miss sold and not made at all aware as per the other people above. I have tried using the online chat but keep being cut off. Please can you get in touch. Many thanks

Re: Turn off add-on

JonathanB — Wed, 13 Mar 2024 11:05:12 GMT

Hi @Kent,

I'm sorry to hear about this. We can't directly access your account to determine how or when an add on was activated. If you'd like to dispute charges, you can use the options on this page to raise a complaint. The team should be able to check whether this was activated by an advisor, or through a self service option like the Three App.

Thanks,
Jonathan

Re: Turn off add-on

RobASmith — Sat, 09 Nov 2024 11:51:17 GMT

Hi, I bought what I thought would be a one-off data boost back in June. I canceled it but noticed it reactivated and continued to charge me even though I didn't need or use it. In fact, having spoken to Three I actually got another SIM (dual) to manage data and entered into a contract for that. I'm still being charged for the add-on like 5 months later. I'd like to discuss a refund please and to have a confirmation that the add on is now totally gone. Thanks

Re: Turn off add-on

FraserC — Sun, 10 Nov 2024 10:18:46 GMT

Thanks for letting us know, Rob. We understand this'll be concerning. You should be able to cancel the add-on through the app or website. If you need any advice on how to do this, let us know. Alternatively, you can get in touch to raise a complaint over the phone or live chat.