topic Re: Network connection in Network

Network connection

Suffolk58 — Mon, 12 May 2025 06:49:44 GMT

Hi, I recently transferred my contract to 3 as I was assured there was a great signal in my area. That seems to be a lie, there is no signal and now 3 want to charge me over £70 to leave even though it’s within 14 days. Is this allowed?

Re: Network connection

Paddiewack — Mon, 12 May 2025 08:49:13 GMT

Yes! Who told you the “lie”? Certainly not Three! The onus is on you to ensure that coverage is satisfactory in your area and all mobile networks provide coverage checkers online (verified by Ofcom) to enable you to do so. As for the £70 well this is a public discussion forum with no access to your account but it sounds like it’s your first bill which is always higher because it contains a pro rata amount to effectively bring you into line with your regular billing cycle. Again this is all information that’s provided to you when you enter into a contract.

Re: Network connection

JonathanB — Tue, 13 May 2025 11:25:51 GMT

Hi @Suffolk58,

Sorry to hear the coverage isn't as good as expected. It may be worth a look at our Network Status Checker to see if we're dealing with any unexpected issues at the moment.

Your first bill and Direct Debit may be collected before an account is cancelled within the 14 days, but we do operate a money back guarantee, so you would be refunded for monthly plan charges in a case like this. I don't have access to customer accounts when making these responses, so I can't account for if you've accrued any other charges. Did the team explain what the charges are for?

Thanks,
Jonathan