I have been a Three Mobile Broadband customer for 9 years continuously but have just been told by Three Customer Services that I am not allowed to upgrade from 4G to 5G mobile broadband because 12 months of my current 24 month contract remain. I pointed out that it is in Three's business interests to allow existing customers to upgrade as Three will be increasing its income. It is also in the interests of customers to get a better service, for which they will be paying a higher monthly subscription.
When I called Three a year ago to check the facts on the existing 5G service, it transpired that there would be little or no benefit to me upgrading as I have excellent 4G LTE reception with download speeds of up to maximum 250mbps (normally 100-150mbps). Now that Three is offering 5G speeds of 500mbps max, it would now make sense to pay the extra and upgrade which it did not in 2022. But I am told I may not upgrade for another year.
I asked for the issue (of existing customers not being allowed to upgrade mid-contract) to be reviewed by a senior manager at Three, as it does not make business sense for the company nor does it make sense for customers. While the very helpful customer services agent said she would make a note of this on my account, I was told it would not be possible for anyone to get back to me about it.
What do other Three customers think?