Cannot Get 3 Broadband Account Cancelled

fedupcustomer — Fri, 20 Feb 2026 12:04:43 GMT

I have been having a nightmare with Three Broadband in trying to cancel my account. My Contract has just ended, but for the last 2 weeks or more so far - I keep being told that there is 'an open query' on my account, (which there is not, as it has been closed with email verification), and due to the Open Query - they cannot cancel the account.
I have had at least 4 calls now, all lasting a minimum of around 40 minutes at a time, and at the end - I am told the same thing every time - 'We will escalate this, and you will have it resolved within 3 - 5 working days'.
This never happens.
The whole issue started over a fortnight ago when a new Hub was ordered to replace our faulty one. This Hub never arrived, (apparently due to an incorrect or incomplete address), but it never arrived.
It was instructed to be cancelled and returned as we decided we were not going to renew our contract due to various problems we had with the service - and the Hub issue was the last straw.
We have since arranged to switch Provider - and even they could not control the switchover using 'One Switch' service, and so have tried to do it manually on the phone.
This issue is literally going round in circles - Told the same thing every call - We have received at least 2 emails confirming the 'Query is now closed' from Three - Yet the Operators always say it is not.
As we are switching Provider - we will obviously not be paying for Three Broadband as well - and so will be cancelling the Direct Debit as the last Contact payment has been taken - But will not be paying the 'rolling monthly fee' - as this is beyond our control, and we have tried everything possible to give the required 30-Day Notice.

Re: Cannot Get 3 Broadband Account Cancelled

MichaelP — Tue, 24 Feb 2026 12:33:44 GMT

Hello @fedupcustomer,

That does sound unusual - we don't have access to your account from here to verify what this open query concerns, or why it's preventing the account closure.

I'm going to send you a PM to put you in touch with some colleagues for further investigation.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael

topic Cannot Get 3 Broadband Account Cancelled in Broadband

Cannot Get 3 Broadband Account Cancelled

Re: Cannot Get 3 Broadband Account Cancelled