We have paid for three months of broadband and have had no working internet at all since the start of the contract. Three sent us two faulty routers, and a third replacement was supposed to arrive yesterday but never did. Our account is even in credit because of all the faulty equipment we’ve had to send back.
Trying to resolve this has been even worse. The only way to cancel is by phone, yet every call is a disaster:
• You wait on hold for ages
• The call drops repeatedly
• Staff say they will call back and never do
• You’re transferred to teams that never answer
• Representatives don't seem to be able to authorise making changes
• Instead of offering solutions, they try to persuade you not to cancel
After hours on the phone, we are no closer to having working broadband or cancelling the contract. Three has been completely unhelpful and unprofessional.
Because of this, I have been unable to work from home or continue my MSc studies properly, and I’ve had to hotspot from my phone for weeks. Three is clearly in breach of contract, yet still refuses to process a simple cancellation.
We are now filing formal complaints with the Financial Ombudsman Service and the Communications Ombudsman because this company cannot resolve basic issues. Direct debit has already been cancelled, and we will only accept communication in writing from now on.
If you rely on internet for work or study, do not choose Three Broadband. The service, support, and reliability have been genuinely shocking.
