Impossible cancellation

[ANGRrrrY]

Why is it IMPOSSIBLE to simply cancel a three contract? I spent 2 hours on the phone and live chat on 17 November 2024. I was passed from pillar to post, hung up on, had live chats dropped mid sentence to the point where I ultimately gave 30 days notice via live chat and cancelled my direct debit. I`m now being threatened with debt collectors.

After several attempts to contact Three, through the call routing BOT...option 2 for cancellations....."option 2 is not a valid choice" I managed to speak to Shrikant...nice chap. He tried, unsuccessfully, to give me the same runaround until I asked for the (legally obligated) chat transcripts...which I still don`t have..shock? not. He "spoke to his manager" and cancelled my contract there and then. With a FINAL BILL to follow??

Would I recommend Three? absolutely not: terribly slow broadband...slower than 56k dial up FFS and appallingly bad customer service. 

[KTF]

I am currently having this problem too . Ive asked 4 times now in chats for cancellations but the chat conveniently always drops out before we can complete it . Just feel like I'm being conned at this point , would never use 3 again.

[JonathanB]

Hi @KTF,

I'm sorry to hear you've joined the Community for help with cancelling, and that you've had trouble with arranging this over chat. You can also request cancellation by PAC if taking your number with you, or STAC if you're taking a line with a new provider. There's more info including how to request to switch by text here.

Thanks,
Jonathan

[KTF]

Hi thanks for your reply. its mobile broadband and I am not carrying on with any service provide , I just want it to stop but can't seem to get to the end of a conversation about it unfortunately without it timing out.

[Maxine]

Thanks for confirming that, KTF.

You can give our team a call on 0333 338 1001 on any phone to speak with an agent, and get your account cancelled. 

Maxine

[asdad9873dad]

I am also in this position. It is essentially impossible to cancel the contract or to get in touch with anyone who can help.

The "option 2 is not a valid choice"  after calling the phone number provided (0333 338 1001) needs to be fixed. What advice was given? I went through the webchat myself about 1 month ago and was led to believe that my services are scheduled to be cancelled, they took my details and said that they'd send a returns label for the 5g router and power cable but I have still not received one.

[JonathanB]

Hi there,

I'm really sorry to hear about your experience of cancelling your plan. There is always a final bill generated, but this recalculates your charges based on the date of cancellation. It's best not to cancel the Direct Debit until you've ensured the final payment has been made, but I'll be happy to get you in touch with some colleagues who can take a closer look. I've sent you a PM with info on how to contact them.

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

Thanks,
Jonathan