• TV
  • MOVIES
  • MUSIC
  • SHOWBIZ
  • SOAPS
  • GAMING
  • TECH
  • FORUMS
  • Follow
    • Follow
    • facebook
    • twitter
    • google+
    • instagram
    • youtube
Hearst Corporation
  • TV
  • MOVIES
  • MUSIC
  • SHOWBIZ
  • SOAPS
  • GAMING
  • TECH
  • FORUMS
Forums
  • Register
  • Login
  • Forums
  • Gadgets
  • Mobile Phones
Three phases out "The One Plan" and Unlimited tethering
<<
<
63 of 121
>>
>
jonmorris
27-04-2015
Originally Posted by moox:
“(and it's clear that customer satisfaction is not at the top of their list anyway)”

Actually, from what Three said last week - customer satisfaction is very high up on their list, but you have to consider that people consuming hundreds of gigs of data and then moaning when it's withdrawn aren't necessarily quite so high up the list - as people who want a generally reliably day-to-day service, with good coverage and steady data speeds with low latency.

Having asked why Three doesn't get more involved with RootMetrics, I was also told that Three gets the bulk of its data from people doing speed tests via Ookla. So all those poor quality results we get from time to time are logged and, in theory, investigated (obviously not every single one!).
jonmorris
27-04-2015
I did laugh when I got my letter from EE last week saying my rental will be going up 0.9%. Given what I pay, it's going to be about 3 or even 4 months just for this increase to cover the cost of the letter/postage they sent out!

As Jabba says, operators will all be seeking to drive revenues up (mind you, TalkTalk has today launched a new £12/m 30 day contract SIM with unlimited calls/texts/data - I'm yet to investigate how unlimited it is, and of course it's O2 anyway) and we're seeing the same with handset manufacturers trying to milk us for more money, as we're starting to upgrade less frequently.
moox
27-04-2015
Originally Posted by jonmorris:
“Actually, from what Three said last week - customer satisfaction is very high up on their list, but you have to consider that people consuming hundreds of gigs of data and then moaning when it's withdrawn aren't necessarily quite so high up the list - as people who want a generally reliably day-to-day service, with good coverage and steady data speeds with low latency.”

What I mean is that 3 is trying to increase prices and decrease value for what may be perceived as no reason at all (unless you do a bit of research). You don't have to be doing hundreds of gigs a month (which I will admit is excessive, especially if it's through tethering) to be irritated by it - and this attempt to kick everyone off the one plan is going to make everyone reconsider staying with 3 (myself included).

They have a lot of issues that are worth dealing with for 3's previous low prices, but if they continue to try to raise prices without showing much in return they'll probably see some more PACs being issued

Especially as the network creaks under the load (which kicking people off the one plan may help to alleviate) and the shambolic state of their 4G rollout. Why pay more to 3 when you can pay more to EE for a better network?

This will all create dissatisfaction but 3 clearly don't care too much provided that not too many people leave. They're more interested in money and network load

The only companies that can get away with it seem to be energy companies, oil companies and Sky. I guess the common theme is that they're all near monopolies
jabbamk1
27-04-2015
Originally Posted by jonmorris:
“Actually, from what Three said last week - customer satisfaction is very high up on their list, but you have to consider that people consuming hundreds of gigs of data and then moaning when it's withdrawn aren't necessarily quite so high up the list - as people who want a generally reliably day-to-day service, with good coverage and steady data speeds with low latency.

Having asked why Three doesn't get more involved with RootMetrics, I was also told that Three gets the bulk of its data from people doing speed tests via Ookla. So all those poor quality results we get from time to time are logged and, in theory, investigated (obviously not every single one!).”

Yeh customer satisfaction is a high priority and very good for Three.

They've improved a lot in the past 2 years.

Three's monitoring tools for quality of service have also improved considerably. They're using solutions from Procera and Velocent to maintain high quality of service through the EPC.

These tools are particularly useful for Three as the solutions provided by both companies allow Three to effectively and efficiently monitor their mobile networks and mobile data networks and collect over 130 KPI's in real time. This enables Three to see how their network is working for each user and tailor the experience to them so that they are able to achieve the best quality of experience possible from the network. As an example, Velocent Systems display a user friendly dashboard for the network to view each users experience and overall network experience and they can easily identify where issues such as low upload speed, loss of data or increased congestion are occurring in real time and allocate the correct resources to ensure the issue is dealt with. You can google for more info.

If I remember correctly, Three have been working with Procera using their Packet Logic product to tailor their trafficsense solution. Again, use google if you want to see exactly what is being offered to networks from these two companies.
johnathome
27-04-2015
Originally Posted by jonmorris:
“
TalkTalk has today launched a new £12/m 30 day contract SIM with unlimited calls/texts/data - I'm yet to investigate how unlimited it is, and of course it's O2 anyway)”

I've just had a quick look and it's VF they use.

The £12 is for TT LL customers and reverts to £24 if you're not a TT fixed line customer.
Once it does that you lose the ULTD mins and data, it reverts to 2GB.

From what i understood by having a quick look.
jabbamk1
27-04-2015
Originally Posted by johnathome:
“I've just had a quick look and it's VF they use.

The £12 is for TT LL customers and reverts to £24 if you're not a TT fixed line customer.
Once it does that you lose the ULTD mins and data, it reverts to 2GB.

From what i understood by having a quick look.”

Basically it's for Talk Talk customers only. You can't sign up without having Broadband first.

The standard data allowance is 2GB. However, Talk Talk add an "Unlimited booster" every 30 days for no extra cost. Talk Talk have the right to remove this booster from you at anytime and will do so if they believe that the data usage and patterns from yourself are detrimental to the overall network experience. Also tethering is not allowed.

In other words don't use too much or they'll cut you down to 2GB.
hybridtheory
27-04-2015
Hi

When this was first annoucnced on here, I was proactive and foned Three. At the time I was on AYCE everything including tethering for £15.00 a month.

I was told I could have AYCE everything excluding tethering which would be 4GB for £15.00 a month.

It was a win/win situation for me as I very rarely tethered.

Baz
Zee_Bukhari
27-04-2015
I guess I'm one of the lucky ones. Yet to receive any letter or call.

When do they expect to get all customers who are out of contract off the one plan? I've been out of contract for a few months now.
IslandNiles
27-04-2015
Originally Posted by Zee_Bukhari:
“I guess I'm one of the lucky ones. Yet to receive any letter or call.

When do they expect to get all customers who are out of contract off the one plan? I've been out of contract for a few months now.”

Same here. I'm on the SIM only One Plan for £15 a month (12 month contract, but I'm out of contract). I currently get unlimited everything including tethering. What am I likely to be offered? Ideally, I want to retain unlimited data and texts, some tethering, and a decent call allowance.
tarzion
27-04-2015
Originally Posted by Zee_Bukhari:
“I guess I'm one of the lucky ones. Yet to receive any letter or call.

When do they expect to get all customers who are out of contract off the one plan? I've been out of contract for a few months now.”

Both my sim-only plans expired in July 2014 and I am waiting for Three to contact me.

Btw I don't Tether either and I have no need for it.
Richard_T
27-04-2015
My £15 one plan sim only deal recently rolled over for another month.
I could just about live with 200 minutes but only just and on occasion i would go over that.
likewise with the tethering, most months i tether only a few mb's however sometimes i may tether 5-8 GB although thats only one month of the year.


Im guessing their call centre in india is accessed via the 333 number?

As for what next, a new MVNO is due to launch from carphone wherehouse based on the three network, and like three it offers free roaming in selected countries - 22 vs Threes 18
http://www.techradar.com/news/phone-...ntries-1291675

it will be interesting to see what they have to offer and hopefuly I will be able to find out before three move me off the one plan.


If Three are trying to re-position as a higher tier operator they need to improve on a few key points, namely reception blackspots, a few notable ones that I encounter are Kent around Folkestone, the Peak District Derbyshire/Staffordshire - particularly the white peak area, Keilder national park, north Yorkshire park, and the Scottish borders.
If i need to stay in touch in those areas a Vodafone or O2 sim on pay as you go is required.
And theres the issue with the awful call centres in india.

As it is im happy with what I pay as it matches the service I get. increase the price too much before or without looking at the customer experience and the cost/value/user experience ratios will no longer balance.
St. Anthony
27-04-2015
Do folk think the Non tethering Ayce contracts will be altered soon ?

My 24 month 500 plan ended last month (500 mins, ayce datadata, no thether), for which I pay £20 a month (and got a Note 2 for free at the time).

I have been in store, and was told I should be fine to stay on this payplan if happy but I am tempted to get a new 24 month deal (600 mins plan, with Z3 compact isn't bad) just to guarantee I have Ayce data for next two years.

Any thoughts ?
sammyelrefee1
27-04-2015
Originally Posted by jabbamk1:
“For old price plans that would be correct.

For the new price plans if there is a discount applied that discount will stay. There are always exceptions to the rule and so even though Three no longer offer discounts on their price plans (apart from pre-set deals/offers) they can still provide them to existing customers with poor coverage, billing issues, complaints etc....

Of course I'm not saying that you can just ring up and upgrade to an iPhone 6 with a £10 discount every month. That's not possible at all. But as an existing customer moving to a new SIM Only plan they do have flexibility in pricing if you ring India and speak to them about it. Of course you'll just move on to a standard plan if you do nothing.



Because you pay more per month but less upfront. If that's still the case.

Basically Three are trying to demonstrate value by saving you money today (but ultimately screwing you into paying more over 24 months).



Older PAYG accounts can still tether. Price Plans on PAYG are better than contract.

There will be changes.



Correct.

Three's recent research shows that no one could possibly ever want more than 4GB and 4GB is loads of data that will last you 1,000 years. Therefore Three are doing you a favour by capping tethering at 4GB and increasing your tariff cost so they can show how great value the network is.

Aren't Three great!



All operators are the same now. They're not going to offer more when they can offer less and make more money. To put it simply.”

Just a quick point I'd like to make. I have 2 lines with 3. One is SIMO (Ex one plan £15) now AYCE data,call,text (4gb tether limit) which was offered at £15. I never got the text but rang the 0800 number that was appearing on peoples texts. This was the team who actioned this.
On my second line I had essential internet SIM 600 with AYCE £3 addon. I recently threatened to cancel this and was offered various retention deals. I daresay I was surprised at this and was wondering if you could shed any light on threes stance in regards to retention deals and discounts? I was offered the AYCE all plan with iphone 6 for £38 no upfront. I declined as I don't like iphones and was offered s6 for £39
Have they also introduced a new scottish customer relations department?
I remember back in approx 2013 when I made a complaint about homesignal and wanting a charge for it I had to battle my way to the executives office to speak to England. This wasnt achievable by means through the phone but rather me emailing them. Also, when I had to make other complaints through customer services I used to be put through to a service specialist (indian) manager who would deal with complaints. I noticed recently that my latest complaint on a Sunday resulted in a transfer to a scottish customer relations department. Where did that come from?
I had also been put through to these lot before once when I rang the 01628 Maidenhead switchboard and asked for customer services.
jabbamk1
27-04-2015
Originally Posted by sammyelrefee1:
“Just a quick point I'd like to make. I have 2 lines with 3. One is SIMO (Ex one plan £15) now AYCE data,call,text (4gb tether limit) which was offered at £15. I never got the text but rang the 0800 number that was appearing on peoples texts. This was the team who actioned this.”

This will have been the Glasgow team. Since Phase 2 which started recently, this team is unable to offer discounts as they did for the customers being moved during phase 1. They are only able to offer standard tariff prices.

Quote:
“On my second line I had essential internet SIM 600 with AYCE £3 addon. I recently threatened to cancel this and was offered various retention deals. I daresay I was surprised at this and was wondering if you could shed any light on threes stance in regards to retention deals and discounts? I was offered the AYCE all plan with iphone 6 for £38 no upfront. I declined as I don't like iphones and was offered s6 for £39”

Interesting. Can't say I've seen this happen before and I'd certainly check with them to see exactly what you're getting before signing on the dotted line. It's worth noting that some customer service agents tell you you're getting the world but when you actually accept the deal they offer you something completely different.

Quote:
“Have they also introduced a new scottish customer relations department?
I remember back in approx 2013 when I made a complaint about homesignal and wanting a charge for it I had to battle my way to the executives office to speak to England. This wasnt achievable by means through the phone but rather me emailing them. Also, when I had to make other complaints through customer services I used to be put through to a service specialist (indian) manager who would deal with complaints. I noticed recently that my latest complaint on a Sunday resulted in a transfer to a scottish customer relations department. Where did that come from?
I had also been put through to these lot before once when I rang the 01628 Maidenhead switchboard and asked for customer services.”

Three set up a customer relations team in Glasgow back in 2013 and started to expand the operations carried out by this team in May 2014 after heavily investing in customer service training. This team was set up as part of their whole customer satisfaction scheme where they aim to sort out escalated issues in a timely and professional fashion. The team has now expanded to over 160 staff and they are able to call/email customers and authorise things faster than the main call centre can.
sammyelrefee1
27-04-2015
Quote:
“Interesting. Can't say I've seen this happen before and I'd certainly check with them to see exactly what you're getting before signing on the dotted line. It's worth noting that some customer service agents tell you you're getting the world but when you actually accept the deal they offer you something completely different.”

I was so shocked by it. I asked them to call me back in 5 mins as I had to 'quickly do something'
I quickly set up a call recording facility for when they called back. At which point I stated to the agent that I was recording the call. at first she blagged so hard about things like 0800 and feel@home etc. I thought that this was it and that any further attempt would end up in an endless loop. I was surprised. I ended up upgrading to the s6. Call recording in hand just in case. I also went onto 3's webchat and asked them to confirm the plan details. This was done and a screenshot was obtained. There was no need to worry though the price was actually right and does reflect on my3!!
I daresay when in doubt record it!
and if you're with ee always record. even if its not a cancellation/upgrade query. I told ee a few weeks ago that my mifi had broke. They agreed to replace FOC with next day delivery. I asked if any charge? any change to contract? and asked if there is any catch such as renewal? Was told no,no,no..
**checks myEE... ** Contract end date is 2017
they had also removed my loyalty discount of £11.
It took a week of battling to get to the team manager.
Team manager said call couldn't be located.
Escalated to operations manager. No response after 3 days.
Sent threat of legal action to Olaf (CEO office more like)
No reply from his lot!!
Nagged head til got the ops manager. He found the call recording removed the commitment and reapplied the discount.
Worst thing about it is that this same situation has occured to me twice!! Prior to this occasion my mifi broke and they did exactly the same!!

Quote:
“Three set up a customer relations team in Glasgow back in 2013 and started to expand the operations carried out by this team in May 2014 after heavily investing in customer service training. This team was set up as part of their whole customer satisfaction scheme where they aim to sort out escalated issues in a timely and professional fashion. The team has now expanded to over 160 staff and they are able to call/email customers and authorise things faster than the main call centre can.”

Must have been after my time then!!
they do seem very efficient with the 2 times I spoke to them. I also got confirmation from customer relations of my price plan and details. This was after calling 01628 maidenhead switchboard and asking for CS I got put through to this lot!
jabbamk1
27-04-2015
Originally Posted by sammyelrefee1:
“they do seem very efficient with the 2 times I spoke to them.”

Meh, to me they're just a bunch of "yes" people who just push buttons and deliver stock answers. None of them actually know anything in depth. They're there purely to smile and make the customer feel happy.

I'm interested though, what's the price plan/tariff and price per month that you've got?
sammyelrefee1
27-04-2015
Originally Posted by jabbamk1:
“Meh, to me they're just a bunch of "yes" people who just push buttons and deliver stock answers. None of them actually know anything in depth. They're there purely to smile and make the customer feel happy.

I'm interested though, what's the price plan/tariff and price per month that you've got?”

Basically the last package on here
http://store.three.co.uk/mobile/view...erName=Samsung

No upfront though. Interesting the bill shows the price plan as £42 with a £3 discount bringing it down to £39.
Have discounts in 3 become more mainstream as such? I have seen literature in my3 about recurring discounts. If you hover over the i next my package it mentions this price includes any recurring allowances or discounts.
Soundbox
29-04-2015
What happened to the 'BIG PIPES' that Three told me all about? Perhaps they have limed up?
Chrysalis
30-04-2015
Originally Posted by d123:
“I had a discussion with the Three Exec Office at the start of the year, the head office decision was no discounts from current price plans, and anyone with a discount would be having it removed as soon as Three could do so, without exception, they went further to say anyone who refused to move to a standard plan would be offered their PAC without any further discussion or negotiation.”

which is what they need to be doing anyway.

Three sort of reminds me of virgin media, virgin media has a reputation for having lots of customers on retention deals and a overloaded network. Sounds familiar?

Then there is the moral issue, person A paying more than person B for the same service, everyone should be paying the same. In fact person A probably is paying extra to subsidise person B who may be a loss leader.
jonmorris
30-04-2015
In an ideal world everyone would pay the same, but let's be honest - that's not going to happen.

You have loyalty discounts, retention deals (like Sky giving 10 months at 35% or 50% off to keep long-standing customers) and so on.

As soon as you give one person a discount, do you apply that discount to everyone?
jabbamk1
30-04-2015
As Jon and I previously stated.

New 4GB tariffs are now live with Unlimited data on contract now having 4GB tethering instead of 2GB.

Vodafone will be refreshing SIM Only plans in the second week of May.

Three will be announcing new initiatives shortly.
Denco1
30-04-2015
Good to see the disparity with tethering has disappeared now, always seemed a bit strange sim only having 2GB more.

Also any idea with usage of about 5GB a month whether you would be better off with current price plans or would it be best to wait for the refresh?
WelshBluebird
30-04-2015
Originally Posted by jabbamk1:
“Vodafone will be refreshing SIM Only plans in the second week of May. ”

Any hints if they will be better or worse than the current deals they have on?
jabbamk1
30-04-2015
Originally Posted by WelshBluebird:
“Any hints if they will be better or worse than the current deals they have on?”

What do you think?

Hint: worse
lightspeed2398
30-04-2015
Originally Posted by jabbamk1:
“What do you think?

Hint: worse”

It's a shame really if that's true (as I'm sure it is considering how reliable you are normally) because they could have really gotten some customers. People coming off Three Unlimited Tethering plus EE not offering good deals with lots of data, o2 just being crap and the Spotify thing. They just needed to price a bit more competitively.
<<
<
63 of 121
>>
>
VIEW DESKTOP SITE TOP

JOIN US HERE

  • Facebook
  • Twitter

Hearst Corporation

Hearst Corporation

DIGITAL SPY, PART OF THE HEARST UK ENTERTAINMENT NETWORK

© 2015 Hearst Magazines UK is the trading name of the National Magazine Company Ltd, 72 Broadwick Street, London, W1F 9EP. Registered in England 112955. All rights reserved.

  • Terms & Conditions
  • Privacy Policy
  • Cookie Policy
  • Complaints
  • Site Map