IF ANYONE HAS ANY PROBLEMS WITH THREE, THEN I URGE YOU TO USE THE CONTACT INFORMATION. IF ENOUGH OF US COMPLAIN TO THEM THEN THEY MY SIT UP AND TAKE NOTICE.

Executive.Office AT three.co.uk

If you fail to get through with the email, then ring 08707 330 295

I took out a contract with three mobile in September of last year with insurance, and all was well until the phone started to turn it self off on a regular basis. Then the FUN and games started, In total I took my phone in 3 times to my nearest shop to be repaired, with no joy. When I went to take in for the fourth time, I was told to try taking it to Car Phone Warehouse, which I did do and recieved back with the same problem, so I went back to three for the 5th time.

When I recieved the phone back, I also recieved a letter saying that it can't be repaired due to Physical Damage. The three shop, myself. carphone warehouse could find no damage. When I queried with them about claiming a new phone under insurance I was told that as I had only paid the first months Insurance it had been canceld. They failed to noticfy me that this was the case

After spending a week on the Phone chasing the call centre to try and find out where the damage is, I was told that the damage was to the software!!!. I was then told that because of this they would send a replacement handset out, can someone please be in. I took the day off work and waited in all day for the handset to arrive, which it failed to.

When I queried with the call centre, I was told that there was a delay at their end, it will now be with me on this date. Unable to take the day of work again, I asked could it be delievered to work which I was told was'nt a problem and I provided them with my details.

The day before the delievery I phoned three to confirm the delievery I was told sorry we can't do that.

Month later I received my monthly bill at my work address, when I quired why, I was told that when I ranged the alternative delivery address the person had changed by billing address and they will change it back, which a text messaged was recieved to confirm. The following month I recieved another bill at work!!

When I quired with them, I was told that had now changed it back.

Following their blunder last time, I asked for confirmination in writing, I was told we don't have the authority to do that.

After another week of chasing three mobile and telling them that the conversation is being recorded on my mobile, I eventually got the following E-MAIL address out of them and was told e-mail them.

Executive.Office AT three.co.uk

with in a day of sending the message, I have now being given a caseworker who is investigating the matter.

If you fail to get through with the email, then ring 08707 330 295

HAS ANYONE ELSE HAD PROBLEMS?

if anyone has problems with THREE MOBILE or the call centre

EMAIL Executive.Office AT three.co.uk

replies welcome

I had problems with them at the beginning of the year. I too spoke with a kind lady in the executive office who gave me good advice and tried to reimburse any monies I had lost. They had double charged me at the end of the month and in doing so triggered my overdraft charges at the bank - this happened Sep, Oct, Nov and Dec until January I noticed and cancelled my directdebit on the advice of the said lady.

My new contract started in April and I am happy with the SE W660i I eventually settled on, much much better than my old RAZr. BUT

On seeing my new bill, it appears the 'total monthly payment' of £20 is actually £23.50. Yes, they are charging VAT on top of their advertised price. I queried this last week and was told that this was correct.

Now, im no expert, but doesnt an advertised price have to be the price of the thing with VAT already included?

Also, since when has 25% off £27 been £7?

And, surely advertising a 25% off slogan and then clawing back 17.5% in 'VAT' that was never mentioned at any point of the sale, must be a con that cant possibly be legal?

Hi Sue,

They have cault me on the same issue when I took out the contract, giving me one price and failing not to mention about the VAT on top of it. They are also charging me £3.00 for a piece of paper which I don't use, all because I refuse to pay by direct debit.

When I eventually got hold of the Executive office, and told them that when my contract runs out; I will not be renewing it. I was told that I would have to provide them with 28 DAYS notice off my attention to cancel.

Do they charge you for not paying by direct debit?

You may be interested to know that you're not the only one that has that problem!.

As I have said in my first post, contact the office again and complain. If we all do that then they may take notice.

Have you thought about contacting BBC Watchdog?

thanks

I was hoping the dude on here could maybe advise whether what htey are doing is legit or not.

My friend just started a contract and he is on the £15 a month contract. His bill is £12 odds and the rest in VAT taKES it upto £15.

Im pretty sure an advertised price has to have VAT included or at least a caveat on the advertisement. You know the wee asterixed bit in tiny writing?

I don't think half of them know what they are doing in that call centre. Im sick speaking to badly trained robots.

Thanks for that, I have considerable problems, and can't get through tot hem by phone or fax, someone has taken out a phone contract useing a fictitious name., at my address and I have told them this already, and I hace not received the fone, and now they are threatening me with baliffs, thanks so much for that email addy.

Sadly I can't seem to make this email addy work...........anyone else had luck?

Try changing the AT bit of the email address for the @ symbol. !

Try ringing 08707 330 295 and ask to speak with someone in the Executive Office.

I have just spoken to three to enquire about my missing Bil. I was told that they would charge £5 pound for a second copy. When promptly told what they can do I was told that they would for go this charge this time.

I sent them an email today due to my not getting a decent reception anywhere. Got this in reply:

Dear Sir / Madam

Thank you for your email. The Executive Office deal only with Regulatory Bodies and issues raised via Board Members.

If you require assistance, please contact us via the following channels:

1. You can call us on 333 (free) from your 3 mobile or on 08707 330 333 (standard rate) from any other phone. If you’re a Mobile Broadband customer, you can call us on 500 from your 3 mobile or on 08707 330 320 from any other phone (both numbers charged at standard rate).

2. You can log onto My3 online and send us your email via our web form. Go to My3 > Contact 3.

3. You can log onto our website and send us an email via our web form. Go to three.co.uk > Help & Support > Contact us

Yours sincerely

Executive Office Administrator

Thanks for the posts folks. I wish I'd read these before wandering in to a Phones4U store and enquiring about mobile broadband from Three. After a lengthy discussion with the salesman I decided I wanted to proceed only to find that when it came time to sign the contract that it contained details that differed from the sales pitch I had received in store. Anyway to cut a long story short I decided not to sign and walked out.

I received a letter from Three a few days later welcoming me to Three Mobile Broadband !! WTF ! The lousy folk in Phones4U had gone ahead and set up the contract without my signature or consent. They must have skimmed my card details when I gave it to them to do a security check. They claimed they'd charge a pound to the card and refund it immediately to prove the card was mine. They did this, but kept the details from the card.

To summarise I've now got Three threatening me with legal action for non payment of a product I don't own. They really take the biscuit this lot. I suppose you've got to admire their cheek. I dare say lots of folk will be scared into paying up for something they done own.

Whilst on the web searching for places to complain I came across the ombudsman service for telecoms.

Here are the details if anyone is interested :

www.otelo.co.uk

At least I've got someone to complain to now as I got no answer from Three's email system. Has anyone noticed that this email system doesn't produce a sent message of any kind so we have no record of having sent an email. Needless to say I didn't receive a response from them, but the threatening telephone calls and letters keep coming.

Will keep you updated on progress.

Oh, one other thing whilst I'm here. I take a dim view of all this contact us on this number business when the number is 0870 and we get shafted in premium call rates to complain about their *** ups. Nice !

I won't touch Three again as long as I live.

Cheers for reading.

PS If anyone has a working email for Three I'd be really grateful if you could post please. Ta.

Has anyone had problems with the 6 month opt out of an 18 month contract? I bought 3 contracts 5 months ago on the 300 mix and match scheme and now wish to cancel 2 of them. I am being told there is no option to cancel, and yet I am clear I purchased the phone and deal that gave me that option. But although 3 can see that, they are not interested. I have been given the address of Mr Alan McLuckie, Director of Customer Services, Three Customer Services, PO BOX 333, Glasgow G2 9AG and will be writing to him.

I am also having BIG problems with these guys - cannot get any response by email or phone now so have sent this letter by snail mail

15^th January 2009

Hutchison 3G UK Ltd

PO Box 333

Glasgow

G2 9AG

Free Fones Select

3^rd Floor

Lyric Building

5 King Street

Carmarthen

SA31 1BH

Dear Sir/ Madam

Ref: Cancellation of Mobile Phone Contract – 0xxxxxxxxxx

I was contacted on 5^th December 2008 by Free Fones Select (Free)who sold me a phone with a Mix to Max 1100 contract with 3 for 18 months. We also agreed to take a 2^nd contract with my husband on the same basis.

The main selling point and the reason why we agreed to the contracts as sold was the usage abroad.

We were told that we would be able to use our phones in Italy, where we holiday for long periods, on the same basis as in the UK. I was quite sceptical about this and so was VERY careful to clarify the point. I was told that the contract allowed me to make calls within my 1100 minutes allowance to ANY landline and ANY mobile in Italy using ANY network except premium rates. I was also told that I would also be able to make calls to the UK on the same basis, and that calls from the UK would also not be charged.

I was then contacted from Customer Services to make sure I was happy with the contract as sold. Still slightly sceptical about what seemed to be a very good contract for my needs, I again questioned the terms of usage both within Italy and between Italy and the UK as highlighted above. I told your customer services that provided that this was the case; and at this stage I checked these terms YET AGAIN, I would be happy to go ahead. AT NO TIME WAS I TOLD THAT I WOULD HAVE TO BE ON THE 3 NETWORK WHILST MAKING THESE CALLS.

The new phone was sent to my home address by special delivery, and although I informed Free that our post was being re-directed to our holiday home in Italy, I was told that this would NOT be a problem and that the phone would not be redirected and that I would receive it within 2 days.

The phone did not arrive within 2 days, so I informed Free. Despite their assurances to the contrary they then informed me that the phone had indeed been sent to Italy. They asked me if I wanted then to send the 2^nd phone and I said not to send it until we were sure that the 1^st phone had arrived safely.

We returned to Italy on 13^th December by which time the phone had still not arrived.

On 17^th December I received a letter (dated 8^th Dec) from 3 thanking me for choosing them and welcoming me to my new contract together with details of the direct debit arrangements. On the same day I contacted 3 Customer Services to say that I had still not received the phone, that my current contract did not end until middle of Feb 2009 and that I had been led to believe that I would not be paying for the new contract until then. I said that in any case I did not understand how a contract could start when I had not even received the phone. They said it was not up to them and that as far as they were concerned the contract had started on 5^th December and that I need to contact Free to disuss the issue.

I then spoke to Free again to tell them that the phone had still not arrived and was concerned that it may have been lost in the post. They said that i would need to wait until 13^th January before could report the phone missing. They agreed to reimburse the cost of the first month of the contract to which I agreed provided the phone arrived.

On 27^th December the phone finally arrived in Italy. There is nothing wrong with the phone but when I started to read the enclosed paperwork I was alerted by the information about ‘things not included in your monthly allowance’ ie

Calls to international destinations

Any calls and messages made or received whilst abroad

I immediately contacted 3 (Frees’ offices were closed) to tell them that this information clearly disagreed with the details I was given when the phone was sold to me. That the so called ‘free’ calls (ie within my 1100 minutes) can only be made on 3 network, and for receiving calls you pay the nomal rate. I said that I wanted to cancel the contract immediately and that I wanted any monies paid out reimbursed to me ie the £29.98 taken from my account on 8^th December. I asked for the address to return the phone to. 3 said that I needed to talk to Free to arrange all this.

On 29^th December tried to speak to Free to arrange cancellation. Again, could not get any reponse. Spoke to a Ms Snehal at 3 to say that we had tried to cancel but to no avail, had therefore cancelled the direct debit for £41.10 per month. Ms Snehal said that some one would phone back within 10 days to arrange cancellation.

On 7^th Jan 12.15 pm spoke to Ed (sales Free) restated position, said his manager would call back.

2.20pm still no response left another message with Free.

Spoke to to a girl called Renu 3 Customer Sevices who said I needed to talk to Nick at Free. Said I was getting fed up with being sent backwards and forwards between the two and could they just get a manager to sort this out and let me have the details for returning the phone. Asked to speak to a manager at 3, put through to Sabina who told me yet again to speak to Nick and get the cancellation authorisation and address for return of phone. Sabina also confirmed that all expenses would be re-imbursed

Tried several times to contact Nick at Free and left messages on answerphone.

Finally spoke to Nick at Free at 4.45pm, he said that he could not do anything that we were outside the cancellation period. He was not interested in the fact that we had been miss sold the phone; that the contract had been miss represented; that we had tried to cancel the contract as soon as we received the phone. He then said that we needed to talk 3 and that it was not up to him to do anything.

8^th Jan 2.18 pm Ms Snehal from 3 phoned and told her that we were not getting anywhere, and that Free were refusing to cancel despite the fact that 3 had told me that I just needed to get in touch with Nick to get cancellation details. Ms Snehal tried again to get me to contact Free one more time. Said that I was not prepared to waste any more time being sent backwards and forwards for the umpteenth time, and that I would like her to arrange for the relevant details for cancellation. Ms Snehal confirmed that someone would contact me within two days.

At the time of writing I have still not received a phone call from either 3 or Free to resolve this issue.

I am therefore sending this letter by email and snail mail to both Free and 3 in the hope that the matter is quickly resolved. I am also sending copies to my solicitors and also to Watchdog for future reference should this matter not be resolved within the next 2 weeks which I consider a reasonable time for those involved to investigate the matter. I would suggest the first thing anyone does is to pull the tapes recording the sales conversations where the contract was miss sold in the first place.

Yours sincerely etc

i have had the same problem,

av been complaining them about the calls getting disconnected from october, and they were saying that one of their towers was getting updated or something. then after couple of months chasing them, it became my SOFTWARE PROBLEM...i reflashed my phone, erased all my contacts, thnx to them.

after tht i was replaced with a phone, but the phone was used up and in a very bad condition, which i previously told them that i dont want a used up phone. they are talking like i got two option, either get my phone back after repair (which i dont trust them wiv anyway) or get another refurbished phone for free...its not FREE, i am paying for it....thnx for the address mate, i will see what they will do next...will keep you guys posted.

To make contact with that email address you gave you have to take out the "AT" and put in the "@" sign, hope this helps.