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.

[matty007]

My own dose of this came as a new number pop up on my account, a new sim, charging 11pounds a month. I never use another sim or number, contacted three, complaint department just says not a fraud, and pay up! was kinda rude and not helpful. How to cancle? i dont really know.

[matty007]

i have my does of three network today... another number spring up on my account. they are now charging me 11pounds every month... been trying to cancle since then with no luck. Now they wrote, stating they will distroy my credit score. 

[Maxine]

Hey matty007,

We're sorry to hear you've had this experience. Is this for a SIM only plan you're seeing on your account? Also, when speaking with the team to have this cancelled, did they explain why they couldn't do this? 

We do have an amazing team who can certainly investigate this for you and help getting this number cancelled for you. They'll look after your every need with anything in the future too.

Maxine

[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