Turn off add-on

[Myrrhman70]

I used more data than usual one month so bought a 1gb add-on which I now can't turn off and get charged every month. 

How do I deactivate this scam so I'm not charged every month until I change provider? 

[JonathanB]

Hi Elouise3000,

Welcome to the Three Community.

Glad to hear you managed to sort this out. Let us know if you see any further issues with this, or anything else. 🙂

JonathanB

[StephR]

Hmm, that's frustrating! Sorry that option isn't working, Myrrhman70.

Looks like we'll need to give it a budge manually. I've sent you a PM with details on the next steps to take, so have a look when you get the chance.

StephR

[Kioshi934]

I'm having the exact same problem but with a 3 GB monthly add on which adds quite a lot to my monthly bill. Help would be greatly appreciated thanks. 

[JonathanB]

Hey Kioshi934,

Sorry to hear you're running into these issues removing the add on. I'll send you a PM so you can get further help if the App or My3 isn't letting you cancel it.

JonathanB

[Andyw]

I'm having the same problem. it's obviously a common problem so two things really, can you deactivate my add ons as there's no option to cancel them through my3 as they are greyed out and what are you going to do to resolve this issue. 

it also appears that you should be clearer that these are recurring payments.

Andy

[StephR]

Hey Andy,

You should be able to cancel Add-ons via My3, I’m really sorry that’s not working. I’ve sent you a PM with more details so we can get this one removed for you as soon as possible.

It’s also something we’ve fed back to the right teams, so we can figure out what’s causing this issue and fix it longer term.

In the meantime, if you have any specific ideas on how we can improve the clarity of our Add-on terms, please do let us know. Currently, our Monthly Boost Add-ons carry the message, “This is a recurring Add-on, and will renew until you cancel it”, but we're always open to feedback on how we can improve things.

StephR

[StephR]

Hey Myrrhman70, welcome to Three Community.

The Add-ons available to our Pay Monthly customers come in One Day Boost, Short-term Boost and Monthly Boost variations. We do try to make it clear on both the app and browser version of My3 that Monthly Boosts are recurring and will renew each month until cancelled. I'm really sorry that's not been your experience though, and that you've been charged unexpectedly.

Have you tried cancelling the Add-on via My3? If you click 'My Account' and then 'View / manage Add-ons', can you see the active Monthly 1GB Add-on and the option to cancel it? Are you getting an error message when trying to use that?

Let us know how and we'll do all we can to help.

StephR

[RobASmith]

Hi, I bought what I thought would be a one-off data boost back in June.  I canceled it but noticed it reactivated and continued to charge me even though I didn't need or use it. In fact, having spoken to Three I actually got another SIM (dual) to manage data and entered into a contract for that.  I'm still being charged for the add-on like 5 months later. I'd like to discuss a refund please and to have a confirmation that the add on is now totally gone. Thanks

[FraserC]

Thanks for letting us know, Rob. We understand this'll be concerning. You should be able to cancel the add-on through the app or website. If you need any advice on how to do this, let us know. Alternatively, you can get in touch to raise a complaint over the phone or live chat. 

[Myrrhman70]

Hi,

There's no option to cancel, the button is greyed out and nothing happens when pressed.