Ordered 5G broadband but yet to receive a confirmation email or anything?

[AlwaysTheKop]

Hi, I ordered the Three 5G Broadband about an hour ago, got the ‘your orders gone through’ screen at the end but have yet to receive any order confirmation or anything. 
Even on the My3 account I logged into when ordering it, it’s not showing in the Order page or anything? Is this normal? 

Nothing has been taken from my account but I’m assuming that probably doesn’t come out until I have the router and SIM activated. 

Thanks! 

[Paddiewack]

Best to check with customer service. I’ve always got my confirmation email immediately but perhaps I’ve just been lucky. 

[AlwaysTheKop · Accepted solution]

Hey thanks for your reply! 
The email came at 8:03am while I was connecting to an agent lol! I’m guessing emails only arrive during customer service opening times? I did order at like 11pm so should have just waited. 

[JonathanB]

Hi @AlwaysTheKop,

Sorry for any confusion there, my understanding is that some of the steps in the logistics processes only happen during operating hours, but from the sounds of things everything is on track. Please let us know if you do need any assistance.

Thanks,
Jonathan

[AlwaysTheKop]

Yeah it got me worried at first, I defo saw the order complete page then nothing at all, lost some sleep wondering what I had messed up ha! 
DPD have it now so should arrive tomorrow.

One thing I would love to ask if you can help is once I have it set up and working tomorrow, I plan to ring my current provider Sky and cancel their services a couple months early, how do I go about claiming the ‘up to £100’ to switch offer once that’s done? 

Thanks! 

[JonathanB]

Hi @AlwaysTheKop,

You should receive a link to this info after around a week from signing up: We’ll pay your final bill when you switch to Three Broadband | Three

You make the claim between 30-90 days from signing up with us, so you'll need to wait till the returns period has lapsed, but you'll have plenty of time to make sure you have the final bill from the old provider.

The link I've shared explains what info to include, and where to send it to, but please let me know if there's anything I can clarify.

Thanks,
Jonathan

[MymsMan]

When I signed up the first email I received said

"Your order (xxxxxxxA) hasn't gone through yet. We're just sending over some important docs – to help you decide if it's the right plan for you."

Which was worrying since I didn't get it until after I had completed the sign up process - fortunately everything proceded smoothly with quick delivery!

For the final bill refund I believe you just need to wait until you have got your final bill from you old ISP and then send it in!   I haven't received my final Plusnet bill yet so haven't been through process - I didn't cancel Plusnet until everything was installed and I was sure that I wasn't go to send it all straight back

[Paddiewack]

Glad you’re sorted ! 👏