If You Have Outstanding Issues With 3, Try This...

[18736]

ADMIN / MODS: Any chance this could be a sticky, as I think it is useful for lots of people? THANKS!

Hi

Seeing as I have given this advice a few times on this forum, I thought I'd start a thread explaining the benefits of this procedure.

IF you have a problem that doesn't seem to be getting solved (ie: faulty handset / SIM card / billing problem / unrepaired handset, etc.) then try this:

Firstly, call your dealer and tell them that you want them to sort the problem out for you. They will need authorised access to your account, due to Data Protection Act. Tell them 2 passwords that they must quote when they call in to sort your problems out.

Secondly, call 333. speak to CS advisor and tell them you want to add an "authorised third party" to your account, who will have access. Give the name of your dealer, plus the password you agreed earlier.

Then, call your dealer back and ask them to chase up your problems via the new UK BASED 3seller channel support line (your dealer will have the number).

Your dealer should come back to you quite quickly, or you may actually get a call from the channel support team directly.

Please try this. I have done it for lots of customers and it DOES work better than the Indian fiasco!

Here are some useful numbers:

3 Customer Services: 333 from your handset / 08707 330 333 from any phone.
3 Voicemail: Key number 1 on your handset / 07782 333123 from any phone (providing you have already set up a mail pin) (VERY useful if you have sent your phone away for repair. You can access your messages WITHOUT your phone, from any line!)
3 Handset repairs: 08707 330 351 (3 day turnaround)

Good luck :)

[marbury]

hi there 3SellerNW....dunno if this is relevant, but is it possible for you to disclose the minimum "credit rating" required to successfully apply for a new mobile line with 3?? i've tried, twice, to sign up for the T&T600 @ £4.99pm via CPW online and was told by CPW that i failed the credit rating....what the hell is it anyway?!

[A1c]

Referring stuff to dealers is a cop-out... as a 3 customer you should be able to get a decent level of customer service direct from 3UK. Asking a dealer to access a special UK helpline is fine but it's more bother and should not be required if Hutchison 3G UK care about their customers.

[Gunner]

marbury - this could probably go on a thread of it's own, but basically it means that:
a) You might not be on the voters roll
b) You might have borrowed money or used contracted services in the past and not met your obligations
c) You may have moved house too often for them to get a fix on you
d) You may have never had credit before
e) You may be suspected of fraud

Use http://www.equifax.co.uk/ to find out your credit history and 'credit rating'. Be aware that credit reference agencies don't keep your 'credit rating' - that's a score made up by the person you're applying for credit off, which is obtained through a series of calculations regarding your credit history.

[18736]

Referring stuff to dealers is a cop-out... as a 3 customer you should be able to get a decent level of customer service direct from 3UK. Asking a dealer to access a special UK helpline is fine but it's more bother and should not be required if Hutchison 3G UK care about their customers.

Yawn

3GSU... Please button it.

I put this post up here to HELP people. If you don't have anything CONSTRUCTIVE and helpful to say, why not be quiet? I don't write argumentative dross every time you reprint one of your many SILLY articles!

My post is about helping people solve the problems they may have.

then again, if people's problems get solved. YOU won't have much to moan about on here will ya?

Hmmm.....

[s_sarkar]

Hi I had requested 3 to unlock my motorola A925 and it has been more then 2 weeks it not done in such case what do i need to do any suggestion. Everytime I call they say they havent recieved the code from motorola. I need help or suggestion on what i need to do. Itried other websites for unlocking but none has the code.

[marbury]

thanx absolutely...great help!! =)

[18736]

marbury - this could probably go on a thread of it's own, but basically it means that:
a) You might not be on the voters roll
b) You might have borrowed money or used contracted services in the past and not met your obligations
c) You may have moved house too often for them to get a fix on you
d) You may have never had credit before
e) You may be suspected of fraud

Use http://www.equifax.co.uk/ to find out your credit history and 'credit rating'. Be aware that credit reference agencies don't keep your 'credit rating' - that's a score made up by the person you're applying for credit off, which is obtained through a series of calculations regarding your credit history.

Also you should check Experian Nottingham (http://www.experian.co.uk), as you may have a different file with a different credit history on that one. Lenders tend to use either or both agencies. Errors do crop up on credit report, which you will not know about until you see your files!

Also, following on from Abs0lutely's (good) points re, reasons to be declined:

f) If you have applied A LOT for credit recently. (You said you had applied TWICE to 3? Why? That won't help your credit in itself!)
g) If someone else at your recent / current addresses has had credit problems
h) Your employment is sporadic / temporary
i) Your expenditure is much greater than your income
j) You've had a contract mobile phone / car / house / loan, etc on credit before, but missed payments / defaulted, etc
k) Your details that you give for the credit check are DIFFERENT to what your file says (You've mentioned applying online. Try going to a shop with your ID. MAke sure you give correct and factual info re time at address / phone numbers for home / work, etc)
l) You don't fit the "customer profile" that the lender has for the product concerned. (You see that one a lot with credit card offers. You apply for low rate APR, get declined, but then 3 months later same firm offers you a card but much hugher interest!)

Hope that helps. There are lots of other potential reasons to be declined. Best bet is get your files asap and study carefully.

Good luck

[18736]

Hi I had requested 3 to unlock my motorola A925 and it has been more then 2 weeks it not done in such case what do i need to do any suggestion. Everytime I call they say they havent recieved the code from motorola. I need help or suggestion on what i need to do. Itried other websites for unlocking but none has the code.

Hi.

To answer this, I refer to my original post, re getting your dealer to help on your behalf.

[marbury]

thanx alot too 3SellerNW! man...only applied twice cos CPW rejected me the first time round (had to call an 0870 number to find out why, but decided agst it)....haven't had credit problems and my last (and only) contract with vodafone went well (as in i fulfilled my duty as the consumer...can't say the same for them @ voda).....perhaps the prob is i havent been a UK resident for 3years (as req'd by ******...and i guess CPW?) and that's why they turned me down....well, yeah guess i most prolly would drop by a high street shop or something.....

but hey thanx v much absolutely and 3SellerNW....great help you guys

[jonnyp]

With regards to the Credit discussions above, I ordered a phone last week and requested connection to the 3 network. After 6 days I still hadn't been connected so requested that the dealer perform a manual connection on 30 November. I was then told I'd failed. Baffled as to why and learning from a 3 customer services advisor that Equifax was the credit agency they used, I bought a credit report off Equifax. When I discussed it with the advisor she told me that she couldn't see why I had failed either.

She also told me that the last check done was on 22 November by the dealer. Therefore it appeared to me that I had failed a credit search on 30 November that never took place according to Equifax's records. I have since written to 3 and the dealer requesting to know what actually happened and if a search did take place then why I failed. So far I have had no response whatsoever, not even an acknowledgement to say they have received my letter.

[xenose]

Some aspects of the laws in regards to credit referencing have changed and some aspects is about to change.

This is to bring the system up to scratch with the day in age we live in. Previously, living at the same address as someone with bad credit would affect your credit rating. Since the current law came into effect in 1974 and is now being updated and tied together more closely with the dataprotections act and are getting amended with new proposals.

Since more than 45% of the people in the capital share flats these days, getting you mates sometimes poor credit judgement to affect your records is unfair. Previously lenders have used the thesis that if you live with a poor payer you ARE a poor payer.

The major changes in the law is:

1. Lenders can no longer obtain information on third parties unless they have a joint financial liability with you. I.e you have a joint account with someone, information on that account will show but no other data from the other person, he might have ccj's etc that will no longer show on your file.

2. Information is tied to YOU, not your address as such, i.e you flatmates can no longer get your address "black listed".

Both Experian and Equifax have implemented these changes in their databases effective December 1st 2004, from this date no unrelated third party information can be obtained from them by ANY lender unless you specifically agree to disclose this information. If you get asked to consent and refuse this will NOT affect the decision.

This effectively means that ALL companies including Three will no longer get this information when running a credit search. Some companies have changed their procedures and credit scoring to reflect this change, some have not.

In most cases lenders sees this new system as a greater risk and have therefore raised either interest rates for the sub prime market segment, or removed this altogether.

In effect. If you live with someone that have a medium to bad credit rating you will probably not benefit from this, but if you live with someone that have loads of ccj's, defaults and arrears, or you move alot you will definately find it easier to get credit in the future.

http://www.informationcommissioner.gov.uk/cms/DocumentUploads/190404%20Credit%20Industry%20Third%20Party%20Data% 20Proposals.pdf


Xeno

[18736]

Nice one Xeno.

Ta for the update! :-)

[dejongj]

Marbury, 3 years in the UK should be enough...I am here now 8 years but had a real hassle in the begining. Having a constant address definitely improves your rating. Also taking out a personal unsecured loan improves your rating (and paying it back ofcourse). I was lucky enough to find a understanding bank-manager in Sunningdale who helped me in creating a good credit-record...The company I worked for had to be a guarantor in the beginning for my contract phone (PAYG didn't exist...)...Now 8 years later (it does take a while) I have got a score of 997 out of a possible 1000 with Experian...
Unfortunately the UK system is not friendly to people without debts, on the surface it seems that the more debt you have and repay to more you get!

As 3Seller stated, get your records from Experian and Equifax, you can do it online so you can see exactly what is going on...Oh and it will help you understand why you get this junk mail for credit cards (at least I do) as I now can see that they do pre-checks without you even knowing it...So if you postcode is in a particular marketing social demographic area you could be pestered!

Also I noticed that when buying from some catalog companies and even when paying direct via Maestro, they do do a credit check on you and place an amount on your file...So if you do that a lot and even you don't have an outstanding balance it all adds up to your overal income...Really naughty I think...

Good luck....

[18736]

I am bumping this thread, in the hope that those of you with AS YET unresolved problems as detailed at the top of this thread will try my advice.

To recap, 3 dealers have a DEDICATED dealer support line to assist CONTRACT customers who are IN-STORE at the time, or who have phoned India previously and registered the dealer concerned as an authorised third party on the customer's account.

You WILL find that usually, the dealer can get problems sorted quicker / easier and with little or no effort from YOU!

PLEASE - TRY IT!

By the way, dealers who don't care about their customers probably won't do much!!!
Dealers who are long-established and have a good reputation WILL.

Test my suggestion!

If this solution DOES NOT work (probably due to a disinterested / inept dealer), post a thread, starting: "FAO 3SELLERNW..." and I will try and help you further!

[A1c]

Save yourself the effort by checking the experience/opinion of forum members of the most frequently suggested solution.

http://www.3g.co.uk/3GForum/showthread.php?t=14551&highlight=USIM+wipe

[18736]

Save yourself the effort by checking the experience/opinion of forum members of the most frequently suggested solution.

http://www.3g.co.uk/3GForum/showthread.php?t=14551&highlight=USIM+wipe

And yet more constructive help from our friend 3GSU...

I despair!! :confused:

[tn217]

3sellernw

So you're effectively saying that the "UK based 3channel support line" is another route to pursuing all/most/some consumer issues with Three but consumers don't have access to this service directly and would need to contact the store that they bought the phone from first to get indirect access to this service but in order to do so, they need to confirm access rights to personal account information first? Sounds very risqué to me. But I wonder what success rates are vs. the normal 333/0870... route? And I also wonder what level of personal information is made available to the store.

I don’t mean to instigate a culture of fear but if personal account information is available to a third party aren't we exposing ourselves to greater risks? Data Protection Act taken into account.

I need to attack a pervading issue here. As the esteemed Scottish friend highlights, even if using this method is more effective than calling India, bravo, but why should we go to these excessive lengths to elicit our right to a reasonable level of support for a service that we pay for? All we're doing by accepting this method is submitting to Three's aims > to give as a hard a time as possible until we get tired and go away – cheaper for them more expensive for us. Three tend to follow regulations and use loopholes very effectively to their benefit.

Questions related to consistency and continuity. Is the dealer obligated to provide this service? Is there an incentive that makes it beneficial for them to do so? I can see that they could milk it as an incentive and sell it to consumers as an extra service (provided free of charge or at an extra cost - like insurance).

All due respects to your post I’m sure certain 3 users will find it useful.