How do I cancel

[deskplant]

Hi how do I leave my three contract please.

I don't want to call, I don't have a three mobile, I want to do it online so that I can have some written record for my own record-keeping. I need to cancel mobile broadband that I no longer need.

I have been round and round in circles on the website; through a store based advisor, broken links, error messages, documents that aren't relevant to my problem, I just want to cancel it and do it today. I am hugely frustrated at this point, so if anyone can help me with cancelling online I would be very grateful.

[asdad9873dad]

Did you ever manage to cancel? I'd be keen to know how you did it.

It should be as simple as going to https://www.three.co.uk/support/switching/leave-three but all of the information provided there seems to be useless / broken.

[PeteG]

Hello there. 

Welcome to the Three Community. 

Can you confirm what is broken on the page you've linked to? I've gone on to it by all links and the phone number on the page are working normally. 

Pete. 

[asdad9873dad]

If you call the number listed 0333 338 1082 and then input all of your account details and go through the automated system. Eventually you get through to selecting options for your call be routed somewhere. I can't remember the exact number sequence but if you select the correct options that you'd want if you were cancelling then eventually you get something along the lines of .. Press 1 to upgrade, Press 2 to cancel, Press 3 for all other options.

If you then select 2 it just says "this is not a valid option", or 3 then the same "this is not a valid option", eventually you get a "sorry you are still having problems" and then the call is terminated. I haven't tried pressing 1 because that clearly isn't relevant.

[PeteG]

That was something I tested before commenting here. After entering the phone number, I choose the option that was asking if I'd like to talk about an upgrade or to cancel my account, I was connected to an adviser. I am unable to repeat the specific error you got, but if you're able to repeat the error and provide exact steps on how you got there, I can provide the feedback to the IVR team to get it fixed. 

Pete. 

[autodrivel]

If you are  paying by direct debit, cancel the direct debit at your bank, then wait for Three to get in touch

[KateS]

Hey @autodrivel,

We would advise that cancelling a Direct Debit and leaving an account unpaid will have an impact on credit files. If you're having any issues that need to be addressed, please provide some further information and I'll do my best to support you.

Thanks,

Kate

[iBRAHIM]

I have traveled to my home country and I have been trying to contact three via calls but its not going through after that I tried to find a support email which still didn’t help because I didn’t find and support emails , so now I am stuck paying for a router I am not using

[JonathanB]

Hi @deskplant,

I'm sorry to hear you'll be cancelling but happy to help. Why not have the conversation as a webchat? You can take screenshots of the conversation for your records too. Once the account is cancelled we send a "final bill" which confirms the closure of the account and if there's any final payment or refund to be made. You can find the chat option on our contact us page.

Thanks,
Jonathan

[MMC]

This phrase happy to help and then customer services agents carry on without reading what a customer wants. The phone calls and chats are at least 30 minutes onwards without solving anything. When one complaints the complaint department calls just 1 time and if one does not answer the call they just close the complaint. This one call only is like when you watch a movie and if an actor is taken to a prison they have one call only. It is the same with the 3 network complaint department. If one doesnot answer their call one is confined to the 3 network jail. This company is absolutely awful and really bad business practice. Avoid like a plague!