Issues cancelling 5G broadband

[Nezkeys79]

So I took out broadband for £16.80 over the phone on Saturday evening. They said the gear would be arriving Tuesday (today). Anyway I decided I didn't want it so rang them up on the Sunday morning requesting to formally cancel. 

I was refused because the gear was "in transit". I challenged this and said I have a right to cancel. After going around in circles they suggested I refuse the delivery and ring up again after doing that to confirm cancellation, as by doing that the account automatically cancels and the contract was never set up.

I rang up on Monday asking if it would be better to accept it and then start the returns process with you that way rather than leave it to dpd. A second rep advised refusing the delivery. 

Fast fforward to today I refuse the delivery and the dpd driver says "no problem I will relabel this and send back to three". I then contact three to update and again formally requested cancellation. This time they say I have to refuse it three times and it will be auto cancelled. Obviously annoyed I ask to speak with a manager. Someone (probably wasnt a manager) comes on and apologises for what I have been told and says "you can track that parcel back to us via the same page. Once it reaches us we can officially cancel this". I ask how long that will take and he says "ring back in 48 hours for an update"

I feel like a) I wont be able to track the item back, and b) when I ring back nothing will have cancelled and they will just say more lies to stall me. I am still recieving welcome emails. The gear hasn't even entered my property so I haven't even used the service. On top of that in the MyThree app it's showing the monthly amount as £21, not the £16.80 I agreed to, so even if I wasn't trying to cancel they've messed up that already. 

Sorry but their all Indian call centres are just as frustrating as VirginMedia call centres. The one service I do have with them (an out of contract mobile phone number) I don't really want to keep either after this so I think I am gonna go with someone else. Do I just cancel an out of contract direct debit for the phone once I have found a new phone provider?

Can anyone here clarify what I am supposed to do regarding the broadband, or whether they are not fulfilling their legal obligation. Sorry but their all Indian call centres are just as frustrating as VirginMedia call centres

[JonathanB]

Hi @Nezkeys79,

I'm really sorry to hear about your experience with taking this new line, and the difficulties with requesting to cancel the order. Was this resolved in the meantime since you posted? Please let us know if you still need any help.

Thanks,
Jonathan

[JadeF]

Hey @Nezkeys79 

Welcome to the Three Community Page. 

I'm sorry to hear that you've had such a poor experience when requesting to cancel your Broadband order with us. Sadly, I don't have access to account specific information from this platform to check this for you.

I wouldn't recommend cancelling your direct debit payment, but this is certainly your choice. 

Our team will note your request to cancel and the account will be fully cancelled once the team confirm the device has returned to our warehouse. 

Thanks, Jade. 

[MymsMan]

Having refused delivery it should be automatically returned to Three,  DPD should not attempt to deliver it to you again.

Bust you need to give DPD a reasonable amount of time to actually return the hub to Three before they can process your cancellation

Be patient - these things don't happen immediately!

Do not lose your DPD tracking number!  The Three returns department has a record of losing track of returned routers.

[Nezkeys79]

Rang DPD this morning as the tracking info updated this morning with "your parcel is at our depot" and "your parcel is being held at our depot".

I explained everything that had happened and the agent said "Three can absolutely cancel your order on that Sunday. It doesn't matter that it was in transit to us DPD. They can also contact us on the Monday to ask for us not to deliver it to you. You were also advised wrong about refusing it because its usually held here then gets sent back to you". I ask if they were going to send it back to Three and how long will it take, and he says "yes, but I can't say exactly how long that will take so just keep checking the tracking info as these things take time"

I don't really believe him either. I think they're all lying and I'm 99% sure something else is gonna mess up and the parcel is either gonna stay there or go back to me 🤷 I don't even know if it's worth ringing Three today since they will likely just repeat the same nonsense they said last time that they can't officially start a cancellation until the equipment is back at Three. They're literally refusing to cancel which I think is illegal 

[Nezkeys79]

After looking on the app about existing customer offers it appears that its the Mobile Broadband 5G Hub and MiFi that's showing on the MyThree app for that new contract. Someone has put that in the app instead of the Home Broadband I signed up for (which is is listed in the email docs I got on Saturday evening after signing up that say £16.80 and list an outdoor 5GHub and a 1 eero device). So even if I wanted to continue (obviously I don't because I have tried to cancel every single day since Saturday) they can't even get the plan correct on the ThreeApp. Also I've not even used the service because the parcel has never even entered my property. If they are gonna refuse to cancel anything (illegal?) then obviously I would want the equipment to use 

[Nezkeys79]

They told me that if DPD doesn't get the parcel back to them, that it isn't my responsibility any more. Is that also a lie? What if DPD do deliver it back to them but Three claim its undelivered?

If any of that happens, especially if they try to bill me for services not used, or the cost of a router (which can lead to credit rating being affected) I will immediately leave three mobile with my phone (contract ended Nov 24).

Also you never advised about why its showing £21 p/m in the MyThree app. I agreed to £16.80 over the phone. This is also written in some pre contract text I recieved that states each year an annual increase of £2 and then says £18.40 and £20. These amounts aren't even a £2 price increase. It's £1.60. I mean yeah it's less than £2 but still concerning that all their details contradict each other on the MyThree app and the "pre contract", and with the phone reps