Three Reviews

Having been with Three for 24 months and not using the service regularly for the last 12, I decided to leave. The leaving process has been very frustrating and even after several calls and chats with Three agents I am not fully confirmed as leaving.
My latest contact was with the call centre on the 14th of July. They orally confirmed the termination of the contract and promised me a confirmation letter. No such letter has been received to date (July 21st). I have also checked in the app and on the web site and can find no information in my account confirming my leaving.
On the 12th and 13th I had multiple calls with their agents. One of them actually told me to contact EE who provides my home broadband to expedite the termination. Needless to say this was not fruitful.
I suspect Three have on purpose made this very difficult.

I would advise anyone who is looking for mobile network services to stay well away from Three, even though their actual network works well.

Currently in Span with euro roam set on my phone. Worked for 3 days yet now I can make no calls or use data unless connected to wifi. Can't even call three to get the problem sorted. Tried live chat multiple times and no operators available. No way of contact them to get this sorted yet happily take my £48 mth payment!!! Help me please!!!!!!!!

Got a new phone today and as an existing 3 customer I thought it would be easy to transfer my old number across to my new phone. Not so. I’ve just sat through a ‘chat’ that seemed more about getting me to agree to a more expensive contract than dealing with the issue I’d contacted them about. This isn’t customer service, it’s sales.

Very bad , I don’t recommend.

I have no idea why the scale of trust in this company is above 1. It should have a max of 1, and that's only because 1 is the minimum that can be given. This is a thug and fraudulent company. In my case, after the end of the contract, they still charged me for 8 months and I lost some 400 pounds. After a few years of fighting with them, they offered to give me back 150 pounds but I had to sign a contract with them for a year and they was told me, I will not pay anything for 10 months. I agreed because I had no choice. Their internet wherever I am is unfortunately very weak and sometimes there is no signal at all. They stolen me 400 pounds and they fooled me yet. Earlier, there were also problems such as stealing from my account every month small amounts for games that I did not even use. They gived me back also just a part of the money but also I had to call to them many times and to lost time and stress. Avoid like the plague. Thieves and swindlers plus very weak internet.

Honestly can not believe the customer Service is so poor. Asked about an upgrade and about very poor signal was just given some drival about early costs on contract was offered s22 on 72 pounds a month yet 55 on uswitch so can they explain that ? 15 years of loyalty and they treat you like a no one be glad my contract ends soon just not good enough when I have no signal in my own home and at work shocking customer service

Three really is a bad company. Once you have an account with them they will not let you cancel. THREE IS A LIFE SENTENCE. Their coverage is terrible too. All in all a bad experience. Hopefully I'll be able to leave them soon. I am at the end of my contract(s) but they just can't let go... Help!

I had a really good call with Shahid from Three today who was very polite and helped me to upgrade to a suitable contract. I had quite specific requirements especially RE roaming but he was patient and provided good support until I found the right plan. Really appreciated his time today, especially after having finished a long day at work, felt he deserved a great review for representing Three in an excellent way.

I was assaulted on Sunday in store , pushed to ground and threatened in store by a worker , I am 52 years old and my health is not good . The staff member was well over 6ft and considerably bigger . I had to attend hospital and report to police . This incident was recorded on CCTV , no one from Three has contacted me and apologised.

The most disgusting and appalling company I've ever dealt with. After having a contract with them for 8 years they scrapped free roaming so I TRIED to switch to pay as you go. Try being the key word here. Someone messed up the transfer so they locked my account in limbo between contract and PAYG for over 2 weeks without being able to access online account or any other services to top up. Obviously that didn't stop them taking my money for credit so I can use the account. Then the online services came back but after having to contact them 15 times to get this sorted I've decided to leave altogether. Can anyone see where this is going? They blocked me from receiving PAC number, keep claiming "system error" and promising it will be done in 24/48/72 hours but nobody is actually doing anything about this. It's been almost 2 months now overall and I still haven't got a pac code.
To make things even more interesting, they came up with a "solution" to solve the "system error", sent me a new sim card and TRIED to transfer my original number to it, instead they just disconnected it 6 days ago and AGAIN keep claiming "system error" and promising another "24 hours" it will fix itself all the while I don't have access to the phone number I had for 8 years and NEED for various reasons.
2 months later and I don't have a phone number or a pac code.
Absolute disgrace, incompetence and waste of space. Wouldn't touch them with a barge pole ever again

Edit to 3’s response:
I spoke to your complaints department probably about 10 times already, nothing has been done whatsoever so I have no intentions to waste any more time listening to “we’re very sorry, we want to fix this, give us 48 hours and rest assured it will be sorted”. Spoiler alert: it’s been 2 months and nobody has done anything about this.

Have not been able to use my phone number for 2 months now, therefore I cannot log in to my main bank account, my PayPal or my work accounts. I tried to contact Three more times than I can count and when I FINALLY managed to get through to an agent, they just ended the chat before a single message could be sent, so clearly they can't be bothered.

I would just avoid them at all costs, they used to be great, now they're the opposite, it's that simple. I'm paying for a contract (Not a cheap one at that) that I get nothing out of, so I may as well send my money to a Nigerian prince at this point.

The worst customer service I've ever experienced. Super slow, hard to even contact and it's nearly IMPOSSIBLE to get anything solves, even like, CANCELLING A BLOODY CONTRACT. They literally make it soo painfully difficult and long on purpose. It's run by scammers that have no respect to their clients. Whatever you do in life, do NOT for a second think of joining a three contract.

Great customer service from the team at 436 STRAND STREET LONDON today 19/07/22.
- I visited the store as directed by one of your customer service advisor (MRUNAL), who actually advised me wrongly over the phone.
- On getting there, SHABAJ & RAZVAN, were both so welcoming and was willing to assist & also correct the wrong done by Mrunal.
- Even when I was so angry, they were stil calming the situation down, until their manager who was on a meeting when I got in, came out to also offer her helping hand.
- Neuza, is just an amazing store manager. Honestly, I will give her 5 ? in customer service. She's so knowledgeable about the products/services, willing to listen, speaks politely & professionally.
- Although I was not happy with the level of false information given to me by the COMPLAINTS DEPARTMENT & CUSTOMER SERVICE ADVISOR over the phone, the team at Strand Street, actually made me go back to work, a happy man.
- I am suggesting/putting this names forward for promotion cos of the high level of customer service that they possess.(NEUZA the store manager, SHABAJ & RAZWAN).

NB: I will also advise for a proper overhauling of your customer service advisors cos they are misleading & will make u loose customer(s), thanks.

Lies about work going on, on the network to excuse poor signal. Website will not let me reset my password. Dreadful company

They do not have a complaints department for their customers.

Their customer representatives read from a script and are repeating sentences like parrots. When asked to give information about complaints procedure, was rudely put on hold with explicit intention of not picking up again.