Dynamic IP address

[Prydd21]

I need a public IP address, how do I go about this please?

[Prydd21]

I am at this moment speaking to the technical department of Three, they are confirming that they cannot provide a NON CGNAT IP address. They cannot give me a dynamic / public IP address that is solely for me, this IS NOT A STATIC IP, This is a non shared IP address.

The IP address that three provide is a shared IP address and CANNOT have port forwarding. If you have CCTV and / or Alarm panel that require port forwarding it will not work for you.

I am now trying to cancel my account within the 30 day cooling off and the product is not fit for purpose.they are asking me to call back later, I have said no, ill wait, they are insisting the queue to leave is at least 15 mins.

They are now refusing to put me through to the cancellations department and advising me to make an official complaint.

[Prydd21]

I have tried to cancel my contract as per above, within the 30 day cooling off but customer services flatly refused to put me through to cancellations.

I immediately sent in a written complaint stating my situation and that I wanted out of the contract.

I initially got a response to say they would reply within 5 days. 
this has not happened. I note that the next payment is due tomorrow.

I will not pay it as I have told customer services of my intention even though they did not pass me through to cancellations.

there is very little else I can do besides warn others of the terrible customer service.

[Prydd21]

Because they are refusing to put me through to cancellations, I have just stopped future payments with my bank. I have been forced to do this unfortunately.

this is a record of my efforts to cancel the Three contract as I fear they will not remember my phone call.

[PeteG]

It's disappointing to hear you're looking to cancel it, but if it doesn't fit your needs, I understand why you'd want to. 

The returns team should be able to help in getting the account cancelled and the router returned to us if you ordered your router on the phone or online. 

If you took it from a local Three store, you'd need to head back there to return the device and get the account closed down.

[Prydd21]

This installation was done over the internet and the apparatus was delivered by pist.

I just want to leave and the date I told customer services was on the 28th day but after refusing to call back as advised I stayed on the line for over 45 mins but they he refused to put me through saying there was a big queue to leave (??? )

I submitted a complaint and reiterated my desire to leave but I’ve heard nothing besides the initial response of “we will get back to you “.

There will be no further payment  in the contract.as I have given notice.

this seems to be the only way of communicating.

[JonathanB]

Hi @Prydd21,

I'm sorry to hear this was your experience when you called. I'm sure we can help get this cancellation request resolved properly.

I'll send you a private message to your community account to get you in touch with some colleagues that can help sort this out.

To access your private messages, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

[Prydd21]

Jonathon

thank you for responding.

I have clicked on the “ start chat “ link but it just turns black and nothing else happens.

Bob

[JonathanB]

Hi Bob,

Sorry to hear you're having trouble reaching the team. I've tested just now and it's working for me. Which browser are you using? Can you also try from a different browser and/or device and let me know if you get the same issue?

Thanks,
Jonathan

[Prydd21]

I’m puzzled at your response?

customer services would not pass me through to cancellations!

they flatly refused and threatened me with penalties.

this is truly a very, very difficult and disturbing company to deal with.

I have submitted a high level complaint but I’m not holding my breath for a response.

[JonathanB]

Hi @Prydd21,

I'm really sorry to hear about the difficulties and confusions faced on this subject.

Regarding cancellation, you've stated to us that you're within the cooling off period. If that's the case and you're within the first 30 days since taking out a home Broadband account, you are eligible for a return with no early termination fee.

Did you originally take the contract from one of our stores, by calling the sales line, or was this ordered on the Three website? Let us know and we'll direct you to further help.

We're also still happy to try and assist with your original query but I think that several terms are getting a little confused here. All Three IP addresses are dynamic, I think what you're asking for is a "dedicated" IP, this isn't a service that Three can supply unfortunately.

Perhaps if you explain in a bit more detail what service you're experiencing difficulties using with your router, the community will be able to help further with this though.

Thanks.
JonathanB