Phone never arrived, still being charged by Three after 8 weeks!

[mn85]

Ordered phone, should have arrived Feb 21st 2026. Phone did not arrived. Rang Three to chase, phone order ad upgrade had been cancelled by Three. However we are now on March 31st 2026 and I'm being charged for phone and upgrade contract (still never received the phone). Three's response "they need more time to investigate". This is a serious failure of Three's billing services, I have zero faith. I'm locked into a 2 yr contract, paying for a phone I have not received and no body at Three can provide an ETA on resolution, despite numerous calls and waisted hours on hold. 

[JonathanB]

Hi @mn85,

I'm sorry to hear about your experience with this upgrade. From what you've described if the order was confirmed to be cancelled, then you would be able to make an alternative upgrade or keep your old plan.

We can't access your account directly from this Community, so I would have to recommend pursuing this with the team over the phone or on chat, you can find the options to contact us here. It may be worth confirming if the issue is with your billing and account, or if there's a phone missing in transit, but either way usually it shouldn't take more than a few days for investigation and resolution.

Thanks,
Jonathan