Cancelled broadband as no internet for 3 months London area now been hit with a £200 bill

Pixieprice86 — Wed, 17 Dec 2025 23:32:37 GMT

For more than three months, I had no internet at all. During that time, I bought a new router and even replaced my Alexa, thinking the device was broken—only to later discover it simply couldn’t connect.

After eventually getting through to someone, I was told there was an issue in the KT6 area and that I would be texted once it was resolved. I never received any text.

I then had to argue just to avoid being charged for three months of internet they failed to provide. Instead, I was forced to rely on my mobile hotspot, which left me feeling vulnerable, as my Ring doorbell also stopped working without internet. Eventually, the full charge was waived.

Two days ago, I noticed a £100 bill. I spoke to someone via live chat who told me to ignore it. Today, that bill has increased to £200. When I cancelled the service, I was explicitly told that all charges would be waived due to the poor service I received.

i have been loyal to 3 for over a decade but this is Absoultly shocking way to treat its customers

Re: Cancelled broadband as no internet for 3 months London area now been hit with a £200 bill

MichaelP — Thu, 18 Dec 2025 09:57:25 GMT

Hi there @Pixieprice86,

I can understand your confusion with this, especially if you expected all charges to be waived.

Were you advised that both the monthly recurring charges and cancellation fees would be waived, or was it only the cancellation fees?

Have you been back in touch with Customer Services since discovering these charges? If so, what was advised?

Have they since been waived?

Thanks,
Michael

topic Re: Cancelled broadband as no internet for 3 months London area now been hit with a £200 bill in Broadband

Cancelled broadband as no internet for 3 months London area now been hit with a £200 bill

Re: Cancelled broadband as no internet for 3 months London area now been hit with a £200 bill