5G Mifi, Bad Signal, Bad Service

[rjoe]

Hello, I am less than 30 days into this service and I have found the signal/reception to be so bad as to want to leave.

So I started a web chat today and was told it was a 14 day cooling off period - which I had just gone past. I was assuming it was a 30 day cooling off period but it seems I misread the contract. My fault entirely of course. The cost of leaving would be over £490 if I chose to do so.

But as far as I am concerned the service is so bad as to be completely unusable in my area. I have looking into my consumer rights and I paraphrase "If your service is too slow or doesn’t work, you may be able to cancel without penalty or claim compensation."

Here is my Speedtest with only my desktop computer using the service just now: https://www.speedtest.net/result/18262360869

5.59 Mbps download and 6.56 Mbps upload speed with 39 ping!

I'm sure you can all agree this is atrocious and I really do want this matter dealing with before I have to have to start writing a bunch of letters and having to deal with the stress of it all.

Thanks

[JadeF]

Hey @rjoe 

Welcome to the Three Community Page. 

So sorry to see that you're not getting the speeds we'd like our customers to be having.

Our Home Broadband does come with a 30 day money back guarantee. What have the team advised when discussing this with them? 

Jade

[rjoe]

I saved a transcript of the web chat:

Agent: As I checked this is the mobile broadband account and the cooling off period was of 14 days which was already ended on 10/09/2025

Agent: So now if you cancel then early termination fees of around 493.72GBP will be applicable.

[JonathanB]

Hi @rjoe,

Just to clarify this is a MiFi portable device, as opposed to a Home Router that you'd need to plug in to use? I think you were clear in the original post that it was MiFi but these products are sometimes confused, so just want to double check this point?

Thanks,
Jonathan

[rjoe]

Yes it's the ZTE U50.

I'm not sure what the point of this question is. The service is not up-to scratch and I've switched it off completely. I no longer use it.

As I've been a customer for less than 30 days and the service is inadequate I would like to cancel the contract and return the device.

[JonathanB]

Hi @rjoe,

Our Home Broadband plans come with a 30 day money back guarantee to arrange a return, Mobile Broadband plans are 14 days for returns. We'll certainly have a further look into whether you can return the device as an exception though.

We won't be able to do so on public forum, but I'll PM you to get in touch with more help with this.

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

[JonathanB]

Hi @rjoe,

Did you get a chance to check this out with the team I suggested, or did you manage to reach a solution with customer services? Please let us know if you still need any help with this.

Thanks,
Jonathan

[rjoe · Accepted solution]

The matter has been resolved thanks for your help