[Prof-x]

I think three are crazy. All this bad PR and defending their position.

Loss of custom

Then they go and offer an almost identical plan to the one plan (just 12gb cap on tethering) for £3-£5 more.

Should have just scaled up with inflation and capped tethering for high usage people or implemented traffic shaping if it really is a data issue.

[jonmorris]

Yes, write to everyone to say the terms of the contract were changing - and give 30 days to accept or leave. Or even perhaps longer than 30 days, as there's no reason they couldn't have been more generous.

Three told a trade paper that it had given customers 18 months notice, which is crazy. No customer got told this. Three appears to think that when it discontinued the One Plan and other plans in 2014, this was giving notice to everyone? I don't think so. Ofcom certainly wouldn't think so, as customers need to be told directly.

EE changes its plans next week. Does that mean everyone should consider themselves on notice? As it turns out, EE will let people stay on whatever plan they were on since launch day. Thus far, Orange and T-Mobile users can also stay on their respective plans.

I'd have removed tethering, increased line rental in line with inflation and stated that it will continue to do so in line with new plans, and left it at that. People would have been a lot less upset, and some might still decide to upgrade to get a new phone, or go up to a higher plan for the unlimited minutes, over 2,000 on the One Plan and a lot less on the £12.90 plan.

The point is, nobody could have been too upset by that.

Three has been very arrogant and come up with some crazy excuses. Excuses that nobody has bought, and with the #makeitright hashtag hijacked by angry customers. It makes me wonder if they can honestly continue to let a muppet sell their services in the future. If Three wants to stop being the customer champion and be more like EE or Vodafone, it will have to change its whole way of thinking and operating.

FWIW, TalkTalk lost between 99,000 and 101,000 customers over the last hack, where angry customers just left in anger. I wonder if we'll ever find out the numbers that left Three? There was an abnormally large number of people who said they were leaving just to protest, and others who saw it as a 'sign' to cross to EE even if potentially paying more.

[andrewd1]

Asked for my PAC code last night was offered some deals but nothing I wanted.
Just had a call this morning asking me why I'm leaving, in then end they offered me AYCE minutes, texts and data plus 12GB tethering for £20 on a 12 month contract which I have accepted.
I did tell them I was moving to BT Mobile for unlimited minutes, texts and 20GB data for £16 per month.

[jonmorris]

So basically, everyone who calls up gets a £20 deal (or thereabouts) with minimal effort, and those who don't act get stung for £30. Nice.

It is legal, yes. It's what other companies have done for years, yes. But you'd think it wouldn't be something a company would do tht has a marketing campaign based around a puppet saying he's there to stop things that suck!

[D_S7]

Quote:

Originally Posted by jonmorris

So basically, everyone who calls up gets a £20 deal (or thereabouts) with minimal effort, and those who don't act get stung for £30. Nice.

It is legal, yes. It's what other companies have done for years, yes. But you'd think it wouldn't be something a company would do tht has a marketing campaign based around a puppet saying he's there to stop things that suck!

Not everybody, jonmorris, this person on MoneySavingExpert didn't even after a complaint to the executive office. Typical poor service from 3, one customer gets it and another customer gets told to f--- off.

Quote:

Originally Posted by ladymarmalade222

Ok, call received from 3 executive office who stated yesterday that they was sure they could resolve matters with me.

Unfortunately they could not. They stated there was no discounts given out loyalty or otherwise and that it was not going on at all. I disagreed and stated he was wrong and it was this reason why I was so unhappy as they were treating customers different from each other and not fairly.

He said they did not want to deal with doing deals for 12mth contracts as I stated I was happy to have a 12mth contract. There was just the offer on the table as stated in the letter which is £3 off £33 for 1mth rolling contracts.

He took delight in saying he was sending out a final response letter but it was if no use as the regulators will not get involved in a commercial decision which I said I knew that but as a company you are not treating your customers fairly.

Poor service from 3 and as soon as the other contracts are finished they will be cancelled also.

God help us if they do join ranks with O2 as it will give us even less choice and competition as we do now.

Absolute waste of time and energy.

http://forums.moneysavingexpert.com/...&postcount=262

[Richard_T]

It would have been much better to offload customers onto PAYG, as this would avoid any automatic regrade to a substantially more expensive plan:

Dear Customer, We are renewing our price plans, and your current plan, the One plan will come to an end as of the <DATE> However there is no need to worry, from <DATE> your account will be transferred to a Three pay as you go account that offers <corporate pr crap> As a gesture of goodwill, and as a tank you for staying with Three we will credit your account with £10/15/20/25 and also add a all in 20 bundle ( unlimited data/minutes/texts) for the first month.
If you would prefer to remain on a pay monthly contract then why not talk to one of our advisor on 333, visit www.three.co.uk or drop into one of our shops


something like the above would have been much better than the automaitc regrade, especially as a vast majority of people will be surprised at this, and a few more will be surprised only when they get their bill

[shaggy_x]

Quote:

Originally Posted by Richard_T

It would have been much better to offload customers onto PAYG, as this would avoid any automatic regrade to a substantially more expensive plan:

Dear Customer, We are renewing our price plans, and your current plan, the One plan will come to an end as of the <DATE> However there is no need to worry, from <DATE> your account will be transferred to a Three pay as you go account that offers <corporate pr crap> As a gesture of goodwill, and as a tank you for staying with Three we will credit your account with £10/15/20/25 and also add a all in 20 bundle ( unlimited data/minutes/texts) for the first month.
If you would prefer to remain on a pay monthly contract then why not talk to one of our advisor on 333, visit www.three.co.uk or drop into one of our shops


something like the above would have been much better than the automaitc regrade, especially as a vast majority of people will be surprised at this, and a few more will be surprised only when they get their bill

Three are a company and they're in the business of making money. Why would they do something like what you suggested above?

[hammy_y]

Quote:

Originally Posted by shaggy_x

Three are a company and they're in the business of making money. Why would they do something like what you suggested above?

Because #makeitright
not #misleadingcampaign

[Gigabit]

Quote:

Originally Posted by hammy_y

Because #makeitright
not #misleadingcampaign

Yes but they're a business, not a charity.

[hammy_y]

Quote:

Originally Posted by Gigabit

Yes but they're a business, not a charity.

Then what was the point in the #makeitright campaign?

[Gigabit]

Quote:

Originally Posted by hammy_y

Then what was the point in the #makeitright campaign?

Do you understand the point of marketing? To make the brand look good.

It's like McDonalds saying they care about their animals. If it gets more customers through the door it's a win-win.

[Kal El]

Just been back on the phone after my first failed attempt when I got the letter.

This time rather than pressing the option to say I was calling about the letter I selected I wasn't. Got to what I assume is retentions. Told him I wanted the PAC as I wasn't happy as others were being offered AYCE everything for £20 (including 2 other contracts in the same house) so I was taking my number elsewhere. Without any argument he said if I can offer you that would you stay?

So that's me sorted on AYCE everything at £20 for a 12 month contract.

Don't give up folks. They are giving in and giving us what we want. Also don't select the option saying you are calling about the letter.

[jonmorris]

Quote:

Originally Posted by hammy_y

Then what was the point in the #makeitright campaign?

Exactly. Should have asked Michael O'Leary to do the marketing. He'd have been upfront about it.

[hammy_y]

Quote:

Originally Posted by Gigabit

Do you understand the point of marketing? To make the brand look good.

It's like McDonalds saying they care about their animals. If it gets more customers through the door it's a win-win.

But this doesn't make the brand look good at all, at least not in the long term.

[Kal El]

BT Mobile look like they are trying to cash in on the Three movers. Offering their Ultimate Sim (unlimited Texts and Minutes, 20GB data) with £4 discount if you sign up before the 15th of Feb. So only £16 a month if you are a BT Broadband customer (£21 if not).

If only the allowed teathering

[D_S7]

Quote:

Originally Posted by Kal El

BT Mobile look like they are trying to cash in on the Three movers. Offering their Ultimate Sim (unlimited Texts and Minutes, 20GB data) with £4 discount if you sign up before the 15th of Feb. So only £16 a month if you are a BT Broadband customer (£21 if not).

If only the allowed teathering

Tethering is a killer, I told Three to shove their service where the sun don't shine when the letter came, put my number onto EE PAYG for now, haven't decided to go EE on a sim only with cash back or move to BT and gamble they won't stop tethering on my android.

Might even move my broadband to BT to get the discount, getting really p*ssed off with Virgin for my internet as well, so could be a double move to save money.

Virgin swine trying to put my prices up as well, not as much as Three tried to do though.

[Chris1973]

Quote:

BT Mobile look like they are trying to cash in on the Three movers

Somebody also mentioned EE will be offering new SIm Only Tariffs in the next few months. Hindsight is wonderful, but it looks like they missed a Golden Marketing opportunity here by not bringing it forward, in order to tempt away a lot of ex one plan customers.

A decent 20GB Sim only Tariff with tethering at a £20 / month would be great. or 25GB for £23 - £25 . I don't understand what the problem is, since a lot of networks have offered MBB tariffs with similar allowances for the same ballpark price for a while, and I can't imagine a Sim only tariff with tethering and the addition of a few hundred minutes / texts would hurt the network anymore than a dedicated MBB tariff with the same data allowance.

[MTUK1]

Quote:

Originally Posted by Chris1973

Somebody also mentioned EE will be offering new SIm Only Tariffs in the next few months. Hindsight is wonderful, but it looks like they missed a Golden Marketing opportunity here by not bringing it forward, in order to tempt away a lot of ex one plan customers.

A decent 20GB Tariff with tethering at a £20 / month would be great. or 25GB for £23 - £25 . I don't understand what the problem is, since a lot of networks have offered MBB tariffs with similar allowances for the same ballpark price for a while, and I can't imagine a phone tariff with tethering and a few hundred minutes would hurt the network anymore than a dedicated MBB tariff with the same data allowance.

Jon mentioned EE are changing their tarriffs next week earlier today?

[Chris1973]

Quote:

Jon mentioned EE are changing their tarriffs next week earlier today?

I didn't see that. The last I read it was going to be March / April. Good News on that score at least.

[D_S7]

Quote:

Originally Posted by MTUK1

Jon mentioned EE are changing their tarriffs next week earlier today?

So there are going to be new EE plans next week? Does anyone have any details yet?

[jonmorris]

All I can say is the new plans will be in time for anyone who requested a PAC code from Three.

Some people may be a bit disappointed though.

[hammy_y]

Quote:

Originally Posted by jonmorris

All I can say is the new plans will be in time for anyone who requested a PAC code from Three.

Some people may be a bit disappointed though.

Are they worse than the current ones?

[jonmorris]

Quote:

Originally Posted by hammy_y

Are they worse than the current ones?

Some price increases, some more data and some other included features.

I really mustn't say more than that. All will become clear very soon and, as I said, it will happen before people have to have accepted a new Three plan or commit to another network/plan.

[andrewd1]

New EE sim only plans.
http://www.coolsmartphone.com/2016/0...ns-coming-too/

[neilybealy]

Quote:

Originally Posted by andrewd1

New EE sim only plans.
http://www.coolsmartphone.com/2016/0...ns-coming-too/

interesting. thanks for sharing. it's a shame their eu data offering is dire