Three at it again!

[Surfer01]

I recently had the software for my 3 mobile connection updatedd / upgraded. I now find that every time you launch it to connect, it immediately overrides your default home page and goes straight to the Three website. I find this very annoying. I do not recall giving three permission to do this an wonder if I can do anything to prevent it happening.

Secondly while browsing the web, the Three website page will load without and interference from myself and override the webpage I am looking at. Has any one else had similar problems with their Three dongle?

[buzby]

Can't say I have this on mine - if you start the browsing session by connecting to the 3UK network, it will open the 3 Home Page by default. However if you have an existing web page in your browser this wi simply refresh, not change to 3.... unless you mean it opens up a new tap that is 3 related?) I do find their link yo My 3 useful, as it provides a reminder of what I've left to use up....

[Surfer01]

I can live with it overiding my current default home page but when it keeps over riding a web sit I am looking at, I find it very annoying.

[buzby]

What browser are you using?

[Surfer01]

I am using Firefox and have since discovered that what is happening is that it is auto connecting every time it drops a connection which is very frequent. I never had this problem with the previous software. The updated version is worse than the old software! I also managed to change their default webpage anyway.

[buzby]

I dont use FF - ( I prefer IE8 with 3) however, I can see why the browsed does it, as in any other scenario a refresh on reconnection would be desirable. There must be an option to turn this refresh off, as years ago when using a cellular modem - which was supposed to drop the line when the usage stopped to save on connection costs - would re-establish the link without refreshing the page, and the user was none the wiser that they hadn't really been connected all the time!

[Surfer01]

Recently I got a monthly data only sim card from Three. I only have to give them a month's notice to cancel. I have not yet activated the card, but they are debiting my account for usage from the date I received it plus the month in advance. As I have not activated the card I am unable to go online and check the billing. I have no need to use the card at present, but will be using it next month.

Can they do this as I thought that they would only charge me from the time the card is activated?.

[Surfer01]

Any one?

[Human Writes]

What do the terms of your contract state about when it starts? That will most likely provide you with a definitive answer.

 

Contracts can start in many ways: date of delivery, date of activation/registration, the date you commence using the service etc.

[Surfer01]

Done over the Internetbut will scratch around on the Three site to see if I can pick up anything.

[Surfer01]

I have had a Mifi with Three for over 4 years. Initially I was in contract and when the contract expired they offered me another good deal if I signed up for another 2 years keeping the same unit.

 

Anyway just prior to the contract expiring on 05/05/2015 they tried to get me to sign up to a new contract with a new unit. Initially I accepted however I had second thoughts and returned the item well within the 14 days.

 

The normal debit of £5.29 went through at end of March and I expected a similar amount to be debited at end of April however they tried to debit my account in excess of £12 although I had the same unit and the contract was due to finish on 05/05/2015.

 

I contacted my bank and advised them that as per the DD Mandate H3G had not given me notice or sent a final bill therefore I could recall the DD. Unfortunately the bank jumped the gun and stopped the DD before it went out. H3G are now saying that they never attempted to debit my account and their collections department wants the £12 plus immediately.

 

I have asked for a final breakdown bill showing why I should be paying a higher amount but they just ignore my request and demand the outstanding money. I have already had two phone calls today and do want to be harrased and neither do I want a default against my credit rating which is clean.

 

Any advice on how to deal with these plonkers?

Edited May 4, 2015 by citizenB

[BazzaS]

I have had a Mifi with Three for over 4 years. Initially I was in contract and when the contract expired they offered me another good deal if I signed up for another 2 years keeping the same unit.

 

Anyway just prior to the contract expiring on 05/05/2015 they tried to get me to sign up to a new contract with a new unit. Initially I accepted however I had second thoughts and returned the item well within the 14 days.

 

The normal debit of £5.29 went through at end of March and I expected a similar amount to be debited at end of April however they tried to debit my account in excess of £12 although I had the same unit and the contract was due to finish on 05/05/2015.

 

I contacted my bank and advised them that as per the DD Mandate H3G had not given me notice or sent a final bill therefore I could recall the DD. Unfortunately the bank jumped the gun and stopped the DD before it went out. H3G are now saying that they never attempted to debit my account and their collections department wants the £12 plus immediately.

 

I have asked for a final breakdown bill showing why I should be paying a higher amount but they just ignore my request and demand the outstanding money. I have already had two phone calls today and do want to be harrased and neither do I want a default against my credit rating which is clean.

 

Any advice on how to deal with these plonkers?

 

It depends. It depends on how much you want to take the chance they register a default on your credit report and how much hassle (and how long) it will then take to get it removed.

 

You would no doubt get it removed, but it may cause you woes and stress ; would you consider (much as it may pain you to do it, and me to suggest it!) paying the £12 and then seeking it back?.

 

If they don't give it back, you can threaten them with legal action ; but I'm not sure a court would be impressed (even if you had the legal right, and moral high ground) with a claim for such a low amount.

 

The risk in fighting them on this (as you have identified) is a default on your credit report.

 

I'm not saying paying the £12 and then potentially letting them get away with it is right for you, or acceptable (why should they get away with it?), BUT which is the best for you? Fighting them, or saying "for the sake of the £12, it may not be worth it for ME, for me to fight them".

It is your judgement call.

[Surfer01]

I have requested a bill in any formhowever either way they tried to debit my account with a higher amount without advising me.

[Surfer01]

Okay update. Three have been calling me several times a day and each time I ask them for a breakdown of the bill, they state that they will look into it but can I pay some money in the meantime. The latest phone caller told me that they are entitled to vary the amount to debit my account withour having to notify me.

Surely the DD Mandate states that they have to notify me at least 10 days prior especially if the amount to be debited is more than double the normal amount. On disputing this I was told I was wrong and was told they can

vary the amount at any time! Three state that if I want a bill I have to pay £2 for the privilage. I had Online billing, but when the contract finished I am unable to naccess the account. This is a VERY big problem with Online billing in that you can never get the last statement and they hold you to ransom. I had the same issue with Capital One and this practice places the consumer at a big disadvantage.

 

BTW does any one have the email or physical address for the CEO of Three as I want to write to them to complain about thsi diabolical treatment fo long standing customers?

[think about it]

They're very active and responsive on Twitter, I've used that a few times to resolve issues with success.