Not getting what I signed up for...

[Shorty]

For several years I have had home broadband with three, but sometime in the past contract - Three stopped providing home broadband in my area - a fact I only discovered when looking at renewing my plan. So, effectively I have not been getting the service I initially paid for. To add insult to injury, whilst looking at renewal options - with just FOUR HOURS left on my current plan  Three have quoted me an EARLY RENEWAL FEE cost!

[Shorty]

You have sent me to the same page that already sent me into a repeating loop that tells me I cannot renew as there is no broadband provided in my area - this is the message I received:-

"The coverage in your area has changed since you first signed up with us and we don't currently provide Home Broadband where you live. If you are happy with your current service, you can upgrade and keep using your existing device with your new SIM."

And yet, when I look at upgrading I am sent back down the rabbit hole, asking for my postcode, and being told that I can't renew... 

[JonathanB]

Hi @Shorty,

I gave you a link to our contact us page, with the intention that you call or chat with a staff member to clear this up. I can't view your account from the Community, but I'd encourage you to speak to the team about renewing and they can help you figure this out.

Thanks,
Jonathan

[JonathanB]

Hi @Shorty,

Welcome to the Three Community. I'm sorry to hear about your experience, but I'm having a little difficulty following.

It sounds like you do currently have Home Broadband with us, so did you perhaps encounter a message that we're not providing new Broadband accounts in your area at the moment? We do occasionally have to limit new connections in an area as we upgrade the network. This helps ensure we avoid network congestion, but I'm not aware this would stop you from renewing the existing account.

Early upgrade fees work in terms of remaining days on a minimum term, not hours, and they don't apply in the last 38 days of the term, so it sounds like there's definitely some sort of mix up here. I can't determine this for certain from here, but you can double check your minimum term dates and eligibility to upgrade by getting in touch here.

Thanks,
Jonathan