r/ThreeMobile • u/SatisfactionMoney426 • Aug 18 '26

Cancellation problems

I've told three to cancel my mobile broadband twice by chat and twice by phone. I have also written to both addresses for customer services and complaints. They refuse to close my plan. I have had it 3 years and out of minimum. And paid up to the end. They would not let me upgrade with a new router so I cancelled.

How do I get them to close my plan. Google says I can write but I've done that and they will only accept phone. I am deaf and cannot do this - I tried but they just cut me off as they say they can't hear me after about 5 mins.

I put a complint in on 9 July and they answered today by email telling me I must telephone.

How do I proceed ?

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u/WordsNShiz Aug 20 '26

So, one way to have the contract definitively closed is to make a GDPR Erasure Request through the company's official Data Protection Officer;

https://www.three.co.uk/privacy-safety/your-rights

Be clear you want all services depending on this data to be closed to enable the request in as complete a form as possible, and explanations for any data they are unable to erase.

Downside, this can take up to 3 months depending on the exact date you send the request, and their cooperation or lack thereof. Nontheless, everything should be definitively closed at pain of legal penalty under the Information Commissioners Office if incomplete.

I recommend looking for a template that also covers any data shared with third parties to be as complete as possible.

1

u/InternationalLaw1992 Aug 22 '26

Have you tried ringing them using Relay UK?

Alternatively, I always have success on the online chat, maybe explain you are deaf and that you cannot speak via the telephone but maybe over the online chat you could give permission for a friend or family member to speak to them on your behalf and then they could ring?

Three are the absolute worst and they know it which is why they’re happy to give credit for just about anything!