Changes to the T&C's on 3 Mix & Match - end your contract in a month - HotUKDeals
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I've recently upgraded with the 3 network on a new Mix & Match tariff and received a letter with changes in the T&C's:

'From the 11th December, any call lasting 59 seconds or less will be rounded up to a minute. After the first minute, you'll get charged for each second, and each second only. So there's no need to cut your calls short, just take it easy and get your money's worth. This change won't affect any of the free stuff you get, like free voicemail. But if you've got any questions, the answers are all at three.co.uk/mix&matchbills'

10. Ending this agreement and Disconnection of 3 Services
Pay Monthly Customers
10.1 You may end this agreement in the following ways:

1. In certain circumstances under our Returns Policy. You may need to get in touch with 3 Customer Services to arrange Disconnection.
2. You can end the agreement during your Minimum Term (if you have one this will be stated in your Price Plan) by giving notice to 3 Customer Services at least 30 days before the date you want to end the agreement. However, you must pay us all the Charges you owe, plus any Cancellation Fee for your Price Plan (as set out in the Price Guide).
3. On 30 days' notice, outside the Minimum Term. You can end the agreement if your Price Plan does not contain a Minimum Term, or if you want to end the agreement at the end of your Minimum Term or any time after your Minimum Term has expired, provided you give notice to 3 Customer Services at least 30 days before the date you want to end the agreement. (A Cancellation Fee will not be charged.)
4. Within one month of a detrimental variation to your agreement. You can end the agreement within one month of us telling you about a variation to your agreement (which includes your Price Plan) which is likely to be of detriment to you. You must give written notice to 3 Customer Services within that month and your agreement will finish at the end of that month once we receive your notice. (A Cancellation Fee will not be charged.)

I've already typed my letter and enclosed the text below:

As you can see from my call logs, a lot of my calls (are less than a minute) and my previous price plan only charged per second billing. I find the changes to the terms and conditions from the 11th December totally unacceptable as they WILL have a detrimental affect on my current Mix & Match bundle. I've calculated how the changes will affect my current usage based on my bill dated 25th August 07 (bill enclosed). I made a total of 71 calls under 1 minute, the total call duration of these calls were 23 minutes 48 seconds. When this is compared to the proposed changes that will come into affect on the 11th December I would have used 71 minutes of my Mix & Match bundle. An increase in usage of my allowance by 302%. I've also enclosed my bill dated 25th September 07, I was away on holiday for 3 weeks but the usage is pretty consistent with my previous bill. I made a total of 28 calls under 1 minute, the total call duration of these calls were 9 minutes 35 seconds. If all the calls under 1 minute were rounded up I would have used 28 minutes of my allowance an increase of 299%.

This wasn't even mentioned when I upgraded and I know I'm within my rights to disconnect. This seems pretty similar to the proposed changes by Orange charging for 07978 calls.

Ducky adds: Thanks Jatt for an earlier pointer. :)
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#1
I recently upgrade with three too, what are the chances that they let you off the hook that easily? see for yourself, Look at orange contract proposals!!
#2
this should be interesting as im on 3 network but with a plan that matches flext. i get £180 of credit to use on texts or mins so this will definetely affect my plan more than most.i have 9 months left on a 18 month contract cheers for the post
#3
Makes me laugh when they say "...So there's no need to cut your calls short, just take it easy and get your money's worth."

You'll be relaxing while they rob you blind - what complete and utter sh1ts.

- this is an example when the usual suspects who rant about "...you accepted the contract so live with it..." can see that a company is taking the p1ss out of its customers.

My advice, call them up and tell them no thanks, I'll exercise my right to cancel my contract. END
#4
OK, I am not with three and I agree that this is a clever trick from three.

I must make many calls that are less than 10 seconds, like "where are you" or "be there soon" etc etc and they are trying to capitalize on this type of usage.

I am on T-Mobile at the moment but do not get fully itemised billing so I am not sure if T-Mobile bill the same way, so can users of other networks post here if you mob ile provider does the same, i.e. minimum 1 minute call charge.

I am sure I have read thet some do this already.

Cheers

EliTom
banned#5
3 have made numerous changes before

its a nightmare cancelling contract as u have to talk to an indian call centre- they just dictate from a script

even sent a letter to glasgow but u get a callback from india

dont know one who has succesfully cancelled contract due to change in t/cs
#6
Thanks Jatt for the pointer earlier on this morning! :)
#7
ROKO
3 have made numerous changes before

its a nightmare cancelling contract as u have to talk to an indian call centre- they just dictate from a script

even sent a letter to glasgow but u get a callback from india

dont know one who has succesfully cancelled contract due to change in t/cs


[FONT=Verdana]I cancelled my contract with 3 about 4 years ago and it was because I argued that the network performance fell far below what could be expected by a mobile consumer. [/FONT]

[FONT=Verdana]They of course told me where to get off and in return I told them that if they didn't cancel my contract I would ask Ofcom to mediate on my behalf and recover and costs through the small claims court. They cancelled. [/FONT]

[FONT=Verdana]My advice here:[/FONT]
[LIST]
[*][FONT=Verdana]Call the help desk and tell them that you are responding to the [/FONT][FONT=Verdana]change in T&C's correspondence. [/FONT]
[*][FONT=Verdana]Cleary & politely tell them that you are not happy with the change in the terms and conditions as in your opinion [the change is clearly detrimental to you and is a deviation from the original intention of the contract that you originally signed] This statement clearly establishes that in your opinion the contract is unfair as defined in the Unfair Terms in Consumer Contracts Regulations 1999 (Section 5, Para 1)[/FONT]
[*][FONT=Verdana]Read the terms and conditions in your mobile phone contract and establish 2 things; (1) the length of notice the service provider is afforded to notify you [the customer] of any change to the published and agreed terms and conditions [usually 28 or 30 days]. (2) Locate in the contact the section that allows you [the customer] to terminate the contract for reasons that include terms and condition changes; inability to deliver the service by the service provider.[/FONT][/LIST][FONT=Verdana]You will have to really have to fight your corner on this one as three are well known for their tactics when contracts change and customer dissatisfaction. PM me if you get stuck or can’t make sense of this.[/FONT]

REMEMBER - BE POLITE AT ALL TIMES!
#8
DO THESE CHANGES APPLY TO Talk & Text 600 AS WELL?
#9
sicknote
Makes me laugh when they say "...So there's no need to cut your calls short, just take it easy and get your money's worth."

You'll be relaxing while they rob you blind - what complete and utter sh1ts.

- this is an example when the usual suspects who rant about "...you accepted the contract so live with it..." can see that a company is taking the p1ss out of its customers.

My advice, call them up and tell them no thanks, I'll exercise my right to cancel my contract. END


I'm glad you feel the same way as me on this one, there is no way they are getting away with this. My main concern is that when I get towards the end of the billing month and I'm close to my monthly allowance limit, all the rounded up calls could make the difference to me going over my allowance. Are 3 going to pay the difference? No!! and I'm certainly not accepting the change. It's just another sneaky way of robbing loyal customers. The way the letter is worded is a classic, mentions all the free stuff like voicemail, free Ebay surfing!

Thanks but no thanks!!

I'll update the post when I'm initially contacted by 3, just wish I could post the letter today. I'm also sending it special delivery to make sure it gets there.
#10
Does this apply to all tariffs?? as my son is on the 600 txts and 75 mins tariff for £15 and he often makes calls lasting less than a minute
#11
I took out a mix and match contract on 23 Oct this year, with no knowledge of these new t&cs. Where do I stand regarding having my phone switched to a PAYG tariff as a result of these changes? I agree, most of my calls are indeed less than 1min. Thanks.
#12
Presumably also means if you ring someone and they don't hear their phone (so you get voicemail), even if you hang up straight away it'll have cost you 1 minute. Do this a few times, and you'll soon be using up your free calls allowance!
#13
chris_b
Does this apply to all tariffs?? as my son is on the 600 txts and 75 mins tariff for £15 and he often makes calls lasting less than a minute


I also would like info on this please i pay the same as the lad above me and i want out of my 3 contract my signal is awfull
#14
3 have made numerous changes before

its a nightmare cancelling contract as u have to talk to an indian call centre- they just dictate from a script

If the terms and conditions state you can cancel then you have the right to cancel. You don't have to deal with three if it comes to that, you can just take the to the regulator who you'll be happy to know aren't based in India.
#15
well i have emailed them with a similar letter to the OP after calculating my bill so ill wait for the call back from india or email and post the conclusion at a later date.
#16
I've just called into my local 3 store at Meadowhall and the sales person knew nothing about the changes. She even said that the changes would affect her. It's unreal that not even the sales people knew anything about the proposed changes, talk about misselling. She asked me to call back tomorrow with the letter. I've had major problems since upgrading about 3 weeks ago. I'm on my 3rd replacement N95 and I was cut off for 4 days waiting for a replacement sim card so I'm ready to disconnect.

I only think the changes apply to the new Mix & Match price plans.
#17
Scribbles
I took out a mix and match contract on 23 Oct this year, with no knowledge of these new t&cs. Where do I stand regarding having my phone switched to a PAYG tariff as a result of these changes? I agree, most of my calls are indeed less than 1min. Thanks.


There are no guarantees but I'm definitely going to fight this one. They haven't made the changes for the benefit of all the loyal customers.
#18
I get 500 mins and 250 texts for £22, not sure what kind of contract im on. Will this effect me as i would really like ot get out of my contract as i've been plagued with problems with three.

I know what you all mean by the call center. I think its actualy a ploy by three (and many other companys) not jsut to save them money but to anoy their customers so much as pretty much every person in an indian call center at three dont have any concept of what you want and what three wants just lowsy scripts.
#19
It's a ploy so that no-one in their right mind bothers ringing customer services, in the process saving Three money. I never bother ringing 333, as it's like talking to a trained chimp. The thing that annoys me more than anything are the 3 - 4 second pauses between sentences :roll:
It takes 5mins for a Three CSA to say what I could say in a third of that time. I have more fun speaking to the Vodafone automated assistant.
#20
:w00t: I was thinking of switching from vodafone to 3, their 300 mix and match mins, thinking it would be better deal. :?
Back to the drawing board. Maybe I should be looking at PAYG.

Thanks for the warning

Charlie Brown
#21
charlie brown
:w00t: I was thinking of switching from vodafone to 3, their 300 mix and match mins, thinking it would be better deal. :?
Back to the drawing board. Maybe I should be looking at PAYG.

Thanks for the warning

Charlie Brown


Vodafone to 3!

If you do that you can say goodbye to decent network performance and customer services that have a basic grasp of english.
#22
charlie brown
:w00t: I was thinking of switching from vodafone to 3, their 300 mix and match mins, thinking it would be better deal. :?
Back to the drawing board. Maybe I should be looking at PAYG.

Thanks for the warning

Charlie Brown


There is nothing wrong with the mix and match plan if you know what you are signing. I got 300mins/txts, a free slingbox and a free BT headset with my E65, as well as unlimited data to use with Yahoo, Google, Live messenger etc. I also get 80hrs slingbox/orb use and free skype to skype calls per month. All for £30 with X-Series Gold.
My annoyance is that I signed for one thing, then had the contract changed just three weeks into the deal :x
If you are happy to pay for the first 60secs up front, then it's a great tariff. It's just nice to know that before signing on the dotted line.
#23
hi all i am 500 mins talk plan got cheap at time (£15) oh so i thought, i get no text allowance and even get charged for voicemail, been on it for 6 months of 18 month contract could i cancel as i have never had £15 bill since i started
#24
michael mcnally
hi all i am 500 mins talk plan got cheap at time (£15) oh so i thought, i get no text allowance and even get charged for voicemail, been on it for 6 months of 18 month contract could i cancel as i have never had £15 bill since i started


I think the changes only apply to the new Mix & Match price plans.
#25
I am on DT1000 (750min-£17.50pm) and haven't received anything about the change in Ts & Cs in the post.

Can't think of the reason that they would bring this change in only for the mix & match tariff. If there is going to be a change in the billing - I feel they will do it across the board. Moreover, the mix and match tariff is a fairly new one and majority of 3's customers will be on other tariff plans.

Will keep an eye on the incoming posts and will try the same trick,if they try and change the tariff for my DT1000 subscription.

But, I am in only the 3rd month of my 18 month contract, so I believe it will be all the more difficult to cancel. Also they have taken a £150 security deposit as being an immingrant I did not have any credit history in the UK. :x
#26
was on the phone to 3 earlier today. Only applies to Mix & Match to what i can make out.

I also took a trip to my local 3 store (Barnsley & Meadowhall)

staff dont even have a clue whats going off!.

Ive got just under a year to run on my current 3 Deal.
9000 mins
2000 txts
250 vid mins
250 mms
£5 downloads
MSN Messenger
18 month deal £35 month
#27
I'm going back to the 3 store at Meadowhall tomorrow.

http://www.three.co.uk/personal/customer_/three_help_/ask_three_view.omp?cid=1191600171711

Click on Mix & Match billing explained.

More than a coincidence that the link doesn't work - [FONT='Trebuchet MS']See the [COLOR=#800080]price book[/COLOR] for our full pricing, terms and conditions.[/FONT]
#28
SpencerUk
was on the phone to 3 earlier today. Only applies to Mix & Match to what i can make out.

I also took a trip to my local 3 store (Barnsley & Meadowhall)

staff dont even have a clue whats going off!.

Ive got just under a year to run on my current 3 Deal.
9000 mins
2000 txts
250 vid mins
250 mms
£5 downloads
MSN Messenger
18 month deal £35 month


how the hell did you get a deal like that? lol im paying the same for less then half of that!!
#29
bellamy_47
DO THESE CHANGES APPLY TO Talk & Text 600 AS WELL?


no mix n match only which is a shame as would have liked to cancel one of my videotalk 500 deals with 3,ah well
#30
It's weird how not a week goes by without another operator introducing another little change in t&c's in order to claw back some more money and make us pay just a little more here and there.

I also suppose it's not merely a coincidence this seems to have started happening hard on the heels of the regulator forcing mobile operators to stop screwing us on EU roaming placing a cap on what they could charge.

You just can't win. Some people in the industry said at the time what would happen is instead of the minority (who use their phone abroad) paying extra we'd all end up paying for it with across the board increases, the same as the banking industry re-couping it's losses from charges.
#31
I couldn't cope with three service any longer and ended early - moved to voda, each time a call 3 - I am on an hour - no kidding compl;aing about missed recomendations, poor coverage etc.
#32
Ive never had a problem with 3. Just about to upgrade when they get the n95 8gb in stock.
#33
yer i got an N95 on 05/10 and its good but very unstable and im on the mix and match 500 and i came very close to the 500 last month and i have been with 3 for a 13 months now and i have had no probs with em.
I would like to get rid of this contract as a certain new phone was released on friday that i would like.

I have calculated my calls over the last 2 months and with the contract change instead of it costing me 20 and 26 units it will now cost me 75 and 93 units, which i am really pissed off about tbh.

Will i definately be able to get this cancelled if i am persistant as this will actually affect me?

Thanks
#34
why cant vodafone do something like this.. lol
#35
DannyBres
yer i got an N95 on 05/10 and its good but very unstable and im on the mix and match 500 and i came very close to the 500 last month and i have been with 3 for a 13 months now and i have had no probs with em.
I would like to get rid of this contract as a certain new phone was released on friday that i would like.

I have calculated my calls over the last 2 months and with the contract change instead of it costing me 20 and 26 units it will now cost me 75 and 93 units, which i am really pissed off about tbh. Will i definately be able to get this cancelled if i am persistant as this will actually affect me?

Thanks



Sounds like the change will definately affect you, a massive 357% increase on your short calls. Each additional call or text outside you allowance will be 12p a minute to mobiles and landlines and 12p per text.

I'd carefully consider the iphone. It took over a minute yesterday to load the hotukdeals homepage, I tried it on my N95 with 3.5G - just 5 seconds!

Based on the information above there is no reason why you can't give notice and cancel the contract. I'm not happy with the changes so I'm cancelling. Even the person in the 3 store couldn't believe it when I told her, she even mentioned misselling saying she'll have customers coming back to complain. Imagine all those people on Mix & Match 300 before they know it the allowance will be eaten up will short calls. 3 have also introduced Mix & Match 100 for £12 a month, 100 Mix & Match units + 300 3 to 3 calls. Imagine the impact on this tariff making short calls.
#36
sicknote
Vodafone to 3!

If you do that you can say goodbye to decent network performance and customer services that have a basic grasp of english.


My friends who took out 3 contract are very happy (3 phones for 3 members of the family). Fortunately they haven't had any problems about 6 months into their deal, which is another reason I was looking to move to 3.

Recently dealing with Vodafone, I found them to be very, pushy and arrogrant "we're the best providor around - why go to 3, we can match anything" - Well they couldn't. Also I didn't find them very helpful in offering a loyal 5+ year customer a good tarrif. They bombarded me with phone calls trying to persuade me to stay, by offering me a higher tarrif for extra 25 mins a month - nowhere near 3's tarrif.

What do you go for? a) a good tarrif/deal or b) good customer services with a high tarrif. Decisions, Decisions. Unfortunatley, I'm also limited to good reception, but 3, Vodafone and 02 seem to be able to cope.

Charlie Brown
#37
charlie brown
My friends who took out 3 contract are very happy (3 phones for 3 members of the family). Fortunately they haven't had any problems about 6 months into their deal, which is another reason I was looking to move to 3.

Recently dealing with Vodafone, I found them to be very, pushy and arrogrant "we're the best providor around - why go to 3, we can match anything" - Well they couldn't. Also I didn't find them very helpful in offering a loyal 5+ year customer a good tarrif. They bombarded me with phone calls trying to persuade me to stay, by offering me a higher tarrif for extra 25 mins a month - nowhere near 3's tarrif.

What do you go for? a) a good tarrif/deal or b) good customer services with a high tarrif. Decisions, Decisions. Unfortunatley, I'm also limited to good reception, but 3, Vodafone and 02 seem to be able to cope.

Charlie Brown


If you can get decent signal on 3 it works pretty much like the other networks. I've had no problems until my recent upgrade which has been a nightmare, I was disconnected for 4 days waiting for a replacement sim card. I've been told I'm not entitled to any compensation even though I had no notice before the phone was disconnected. It was also diconnected on Friday evening at 22.30 so you can imagine what problems this caused.

My wife is on 3 and happy enough to stay with them but after my recent problems I'm going to cancel.

You will have mixed feedback about 3 but look at the bigger picture, what will be best for you? If you know people on 3 in your area ask them what they think and base your decision around what they say.
#38
I just had another look at the T&C's. Under section 10, 10.1 (d)

[LIST=1]
[*][SIZE=2][FONT=Verdana, sans-serif]Within one month of a detrimental variation to your agreement. You can end the agreement within one month of us telling you about a variation to your agreement (which includes your Price Plan) which is likely to be of detriment to you. You must give written notice to [/FONT][/SIZE][B][SIZE=2][FONT=Verdana, sans-serif]3 [/FONT][/SIZE][/B][SIZE=2][FONT=Verdana, sans-serif]Customer Services within that month and your agreement will finish at the end of that month once we receive your notice. (A Cancellation Fee will not be charged.) [/FONT][/SIZE]
[/LIST]

If you look at the wording, the proposed changes aren't likely to have an impact they definately will.

The letter I recieved also mentions text alerts:

'To make things easier for you, we've launched new text alerts. We'll send you a text to let you know when you're close to using up your bundle. So you can stay in control of how much you're spending. Simple'

Lets face it we'll all needs text alerts because before we know it we'll have hardly any allowance left with all the rounded up calls!

Can't wait to post the letter.
#39
Agreed there is mixed feedback. I consider myself a neutral even though I am with three. Customer service is shocking (as is most operators), Refer a friend has never gone into my account automatically. Twice I have had to ring them up to sort this out but you have to wait 3 months since you referred someone before you can claim it back. Just spent 40 mins on the fone sorting out my second referral which didnt get added. 40 minutes is ridiculous!!!

Despite this how often do you deal with Customer service? Not very often so I can live with it for the cheap bills :)

Just been abroad and fone bill came to £35. Last year went aborad and had a £120 bill with O2, who are probably the worst for roaming charges.

Anyway you make your mind up. If I could get out of my contract (which I cant) I would cancel just so I could go through quidco again for a new contract and fone! Easy money.
#40
So any letter writing tips?

should i quote the act on page 1 or the bit from the T&C that scotty Posted?

Thanks

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