Leaving three mobile Broadband at end of contract

[natastrophe]

I called three on the 24th Feb about my Mobile Broadband contract that is ending on 3rd April. They seemed to indicate I could give notice from the 25th Feb to give my 30 days notice to terminate the contract.

I also have my mobile phone with three, and do not wish this to be terminated! 

I tried using chat, but that does not work, its too difficult to explain to a bot what I am doing and it was texting security codes to the router via sms, to proceed. While I did speak to 3 on the phone, its still confusing as I have Tinnitus and have trouble hearing on the phone at times.

I wanted to do this via the 3 store in cramlington where I picked up the router 2 years ago, but I cannot even get through to the store!

So my question is, how do I terminate my Broadband contract only, and do I really have to send a 2 year old router back to 3 in the post? Its a ZTE 888 5G, but they sell for so little used, it seems bizarre to send it back?

If someone can advise or can I get sorted on here with a three representative as its much easier to explain all this via private messages, than try to use the live chat function. Technically, the 2nd of March is 30 days before my contract ends also, so even the day given was confusing.

Ending a contract is unnecessarily difficult, it should be completely automated via my three account online, were I click a cancel button, and thats it, done. Why is it so convoluted?

I really do not need the broadband now, it was bought for a specific purpose and that purpose has passed so I do not wish to renew.

I have been a 3 customer for over 2 decades so this is most frustrating to be treated like this

If someone can advise please

[natastrophe]

I have managed to cancel, give 30 days notice, and 3 said I would receive an email from info@mail.poweredbydoddle.com, to return the hub

This has yet to happen, they said 2 days, but it was very confusing on the phone?

[MichaelP]

Hello @natastrophe,

On what date was the cancellation agreed?

You'd usually be sent a QR code in 2 working days, with some instructions on returning the hub for free - you'd just package it, and a DPD drop-off point would print the label from the QR code provided.

Thanks,
Michael

[natastrophe]

In fact my account shows this on the info screen, I presume the action is the end of contract? 

[natastrophe]

Hiya, the date was the end of my contract, 3rd April, and I have herd nothing other than an email to confirm the end of the contract. In fact Three have stated my bill in April as if the broadband is still in place, which seems odd?

[PeteG]

Hello there. 

A contract end doesn't cause the account to cancel, it's just the end of the minimum term. Bills will continue to come until you no longer need it, at which time you can contact the support team and request for the account to be cancelled. 

Pete.

[Anonymous]

Tell the chat bot you wish to cancel and want to speak to a person, but make sure it's during normal business hours.

5G routers have to be returned as it is in your contract.  If it is not returned they will charge you.  They should be able to send you with what you need to return it (a plastic bag with pre-paid package delivery) and can also arrange a pickup time/date as well.

[natastrophe]

I did, it then wanted to send a code (via text) to the routers sim card, which never arrived, so I could not proceed further. This is why its so frustrating.

[PeteG]

You should be able to receive the text by placing the SIM card from your router into a mobile phone.

Pete.