Fantastiska 3 i England Fantastic 3 in UK

08.04.2013 23:57
Same problems in Sweden, in Denmark, when something is not working why can´t dear 3 tell the truth?
Why do they ignore people who want answear´s, why do they treat the customers bad????
People do have the right to ask, people do have the right to end their contract with 3....don´t they?
John James Tansley I cannot believe how useless your company is. I have been trying to activate a 3g Broadband SIM since sat...however, due to 'technical difficulties' this service was closed all weekend, despite me having to wait on hold for 20 minutes to find this out...again, I phoned up this morning, was on hold for 15 minutes, spoke with one of your colleagues in india who then put me through to a service that doesnt open until 10am!!!!!! your Board should all resign for presiding over such incompetence. shame on you

Andrea Lowe with all the issues suffered by three customers wouldnt u have thought they would have manned their call centres over the bank holidays ...... a time when when more ppl are likely to be using the service ..... phoning or skyping loved ones. Yet another reason i wish i hadnt joined three
asu Praveen Not surprised at all... been with you guys for 4 years, upgraded 3 different phones. Currently using HTC One-X- 12 months into the contract and the phone starts giving me trouble, wouldn't switch on at all. Contacted you guys a month ago but haven't managed to get my problem resolved yet. However, you were kind enough to replace the existing circuit board with a new one and sent me the phone without a 'Sim-card' tray and a broken case. Now, although I have a phone (with a broken case), without the sim-card tray I am unable to use it. Contacted your customer services, spoke to 5 different people and all i get to know is that the sim-card tray is out of stock so you wouldn't know how long it's going to take for you send one. The other option is to get an early upgrade by paying a 'ridiculous' charge of £370 and get a new contract!!! I am in a state of shock- Because of your negligence- I have been waiting for over a month with no phone to use, but still getting charged for being in a contract- and all I ask is to replace a bit of plastic -sim-card tray which would cost you no more than 50P and the 'case' which may be a bit more expensive than the 'sim-card tray' and instead you ask me to pay you £300 odd pounds and sign up a new contract for another 2 years- UN-BELIEVABLE !!

I'm sick of this damn company. I've been having issues with my phone powering off randomly all the time for the better part of a year and Three still have yet to sort ANYTHING out.

I've sent my phone off twice, first for a software re-installation, second (I was told) for a full motherboard replacement. If it happened again I was told I would have the handset replaced. I had to wait 2 months to send it off the second time because my local stores had no courtesy handsets, and then when they finally did it was when the whole country was at a standstill because of snow. Simply because I couldn't get to the store that very day I was placed at the bottom of the waiting list again.

I eventually managed to procure a spare phone myself, sent my phone for the second repair, got it back and it was still not working. I called to organise a replacement. I was told, however, that the hardware hadn't been replaced and they couldn't tell me what HAD been done. Apparently I have to send it AGAIN to do what I was told would be done on the previous occasion.

I raised a complaint and gave SPECIFIC times for contacting me since I work in a job where I cannot answer the phone. These times have been ignored and I have constant missed calls and voicemails, with no way of getting in touch with the supervisor unless I'm willing to pay for the call.

Through the regular call centre I've been offered to have a bloody refurbished phone (THAT I HAVE TO PAY FOR) or upgrading early for a pathetic £30 discount. I'm still trying to get in touch with the damn supervisor, but this is a total ****ing joke. Sort this **** out.
ier Paolo Maria Leonardi Hi Monaz

I'm not very happy about your behavior.

I spent on 31th January more than 15£ to call your call center. During the phone call I said at your assistance that I was in Italy and she said to me that the call was free of charge for me. While it wasn’t true!!

She told me to swap my contract with another person and I said it was impossible for me. The phone conversation lasted up to 90 minutes pay by me and she didn’t take my request.

At the end after two months I followed pay my contract for other two months (30£)

I will write my mishap with Your Company at “Consumer rights Government UK” and in your FB web page if I will not receive reimbursement of my expenses

Neil Head A warning to you all when using the My3 website. I have just received the following e-mail from them with regards to the problems I have been having with trying to upgrade (this is an extract of the whole e-mail):

"Our online systems take time to update so that's why it was showing as you had upgraded your account when in fact it was cancelled."

I attempted to upgrade on the 5th March 2013. As of today (3rd April 2013), when I log in to My3 account, it still shows me as upgraded.

Their online systems are a month (and still counting!!!) behind the rest of their "systems".

I would advise everyone be careful when using their My3 account.

[Obviously three are going to say everyone's data and credentials are safe, they'd be stupid not to say that! Just be careful with your accounts!!!!]
Ciara O Reilly Hi,

I am writing this email as I am very unhappy with the service I have received from 3 the last few days. The customer service is absolutely disgraceful and i have wasted 4 days of my time trying to resolve an issue!

On Thursday 28/03/13 I noticed that my phone had network bars and the 3 symbol but had no internet symbol so I could still text & make phone calls but couldn't access the internet. I rang 1913 and they told me to adjust settings on the phone and that I just needed to go to a different area. I did this and rang them back and after being left on hold for about 20 minutes I was then cut off, so I didn't ring back I just turned my phone off thinking the problem would resolve itself by the next day.

The next day Friday 29/03/13, the problem hadn't resolved itself and at this stage the network bars had totally disappeared and it just said no service at the top of my phone, which meant i couldn't text or make phone calls as well as not being able to be contacted. So I rang 1913 again and gave all my details again & told him the problem and he asked me loads of questions to try and resolve the issue and again told me to adjust settings. He then put me on hold and after about 10 minutes I was cut off AGAIN!
So I rang back and a woman answered and she asked me all my details again and I told her I had already been on to someone who knew the story and could I talk to him. Instead of transferring me she proceeded to ask me the same questions as the previous man did to which i told her I have answered all of these questions already. After she was finished she asked me to adjust settings again and she said she would send my case as PRIOITY to the network team & everything will be sorted within 24hours.

On Saturday 30/03/13 (24 hours later) my service still hadnt been restored so I rang again and gave all my details again and told them to check my notes and that I wanted to speak to a manager. He refused to transfer me to a manager and said he will resolve it. So again I had to adjust my settings and answer the same questions I have been answering for the past 2 days. After he was finished he said that he would send my case as PRIORITY to the network team & everything will be sorted in 24 hours to which I replied that this had already been done yesterday & that I have already waited 24 hours. He said there was nothing he could do but I refused to take that as an answer because I had been without service since Thursday! So he got back to me within an hour and I had to turn my phone off take the sim out & put it back in & it would be fixed. but it wasnt so he said i needed to drive 3 miles away to a different area to see if it was just no service in my area but I told him I had service on my partners handset that I was using but he said that was the only solution he had.
So I drove 3 miles and rang them back & couldnt get back in contact with the man as COINCIDENTLY he his shift had finished. So AGAIN I had to give all of my details and the same story to a new person who after about a half an hour of trying to explain to him that I wanted it sorted now eventually told me to turn my phone off in an hours time, take the sim out & put it back in and my account would be refreshed. I asked him if I ring back in an hour & its not sorted could I ask for him and he said no because his shift will be ended in an hour which didn't surprise me because nobody seems to want to take responsibility for anything and I just keep getting fobbed off to someone new without the problem being resolved.
After an hour had passed I did this & surprise surprise I still had no service. I tried ringing back numerous times on Saturday evening and each time I was just left on hold and nobody answered the phone.

On Sunday 31/03/13 I still had no service at all and since nobody had helped me or resolved the issue since Thursday I decided to go down to the 3 store but it was closed due to Easter Sunday.

Today, Monday 01/04/13 I went down to the 3 store again and gave all my details again and explained the problem again. In fairness to the staff member he tried adjusting settings and checking different sims to see if it was the sim or my phone. Eventually he thought it might be my phone that's the problem so he arranged to send it away to be looked at and in the mean time gave me a temporary phone that I can use. So he set up a new sim to be activated and told me it will take up to 8 hours, to which I replied I have been without service since Thursday & that I will not be waiting ANOTHER 8 hours! So I went home & after an hour and a half I rang 1913 & told them the situation again and asked for a manager. The Manager was very rude and unhelpful. I told him that my case was supposed to be "priority" and if this is the way 3 treat priority cases then i would hate to see the rest of the customer services! I told him surely there has to be something he could do because the way I have been treated is absolutely disgraceful and the problem still hasn't been resolved. He rang me back in a half hour and told me the sim had been activated & told me to restart the phone. I did this but the phone was still saying no Service. So he told me there was nothing more he could do & that I would have to go back down to the 3 store as the handset is faulty.
I went back down to the 3 store and explained what the technical manager had said. The staff member tried a different sim in the phone & the phone was working perfectly so again I had been fobbed off!
He rang the team & explained what had happened and to me it sounded like he was getting fobbed off aswell. The solution they finally came up with after asking him to repeat steps he had already done himself was to issue a new sim and to activate it. I told him I wasnt going to wait another 8 hours like I said before, I had waited long enough without service so he sent an email referencing it as priority! So I waited around for an hour and went back into the store & the sim still hadn't been activated so I rang 1913 again to speak to the manager. Again he was very rude and told me there was nothing he could do that it wasn't his problem, that I would have to wait the 8 hours for the sim to be activated (even though he got the other one activated in a half hour).

So here I am now 4 days later and I finally have 'service' on a phone that I can hardly see the screen because it has been damaged beforehand. I wouldn't so much call it service because although the internet symbol is on it, the phone is so bad & old that I doubt I will even get internet on it!
I feel I have wasted so much of my time trying to resolve this issue and every single person on that technical team that I spoke to took no responsibility for anything and just kept fobbing me off. The customer service you provide is absolutley disgraceful and not one person apologized to me for the inconvenience caused!! Also technically 3 are in breach of contract because I am paying for a service that I haven't received since Thursday! I would never recommend 3 to anybody and as soon as my contract is up I will be going straight to another network!

One Very Dissatisfied customer
Ciara O Reilly