Three Reviews

Name: Three
Rating: 1.53

1.5 Rating 187 Reviews

13 %

of reviewers recommend Three

Company Reviews

Questions

Metrics

1.5

Based on 187 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5

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Anonymous

Anonymous // 01/01/2019

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“I recently added The outside hub and eero router to my account for use on the Isle Of Wight. I set the system up but found the device did not work properly and constantly lost signal and required reboots involving disconnecting all leads/cable etc. None of which resolved the issue . Just in case it was a localised issue, I tried the same again in Hereford, but no difference . I therefore took the system into your Hereford store from where I purchased , hoping it would be a simple exchange. This was not the case. Your advisor suggested a phone customer care on 333…..I queried is that for a business accounts? R. ‘It might be 334’. No attempt was made to ascertain the correct number. He did however check the device and both upload and download speeds, which he said it was struggling on and that it was in fact faulty. I then left without a replacement device but chatted to an advisor on the business chat line and was told the exact opposite and to seek a replacement in store as it would be easier and instant (made sense ). I returned to the store. All advisors were busy . I waited 10 minutes and left a note on the desk with my details and the issue I had. Just as I was about to leave, Zak became free and I briefly explained the issue. He said he would speak with the manager ASAP. I returned 25 minutes later. Zak informed me that it had been so busy and not done anything with my query. But he would go out back and chase the matter up. After 20 minutes I wrote another note for the attention of the manager to call me and advise me when my replacement would be ready to collect. Zak again returned, R. ‘I’ve not been able to do anything…..’ I passed him the not and requested that I wanted a replacement ASAP and or the manager to call me…..I never received a call. I tried a further two time to resolve the matter online with two different customer care members , who seemed unwilling or able to assist, giving different excuses as to why they could not help. I requested that I wanted to escalate to a complaint. One said he would send me the form and never did. The other said he couldn’t send the form and that it was on the Three’s website, I asked for a direct link, again I was never given one. I have been a loyal customer for some years now and up until now I have had no reason to complain. So I am disappointed with the way I have been treated and ignored by the store manager. I would very much like the entire hub, router leads of the faulty items to be replaced with new items including SIM to be on the safe side please.”

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Posted 2 weeks ago

“Would happily give NO stars if given the option. Very very easy to take out a contract and Pay your bill! But almost impossible to leave. Customer Services is truly appalling. And that is being kind. AVOID!!!”

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Posted 2 weeks ago

“Worst customer service ever experienced. The insistence of utilising non U.K. Based customer support, means that trying to explain your issue means the loss of many hours of your life. Ridiculous, and as a result will indeed cost you in billing. Mobile broadband is useful but go to EE”

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Posted 3 weeks ago

“Cant give a 0. The guy in the store messed up my application so I was banned by 3 to open an account - he said there was nothing he could do about it, “maybe” I should try online again… Virgin helped me with a smile… now I read here how bad their network seems to be, Im very happy he messed it up - service: 0 !!”

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Posted 3 weeks ago

“Absolutely disgusting company. Just do nothing but steal off you and tell you lie after lie. I have never in my whole life came across a company as bad as this. Don’t try and ring them see sort it out either because none of the staff can speak English. Huge language barrier you ask to be out to somebody else and they tell you they can’t understand 😫😭😫😭😫😭 I will never ever ever go with three again not even if I was paid to do it!!!!”

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Posted 4 weeks ago

“I had the displeasure of being a three customer and I can honestly say they are a complete embarrassment to the mobile community Maybe in 50 or 60 years they might get a rating of 3 but I do not see that happening they lie and put you off wanting to leave. Today I called and was finally removed from 3 I cannot explain how good it feels. I would urge anyone with three, when you speak to them record your call and tell them tjat you are the get in touch with OFFCOM PLEASE DO NOT JOIN THEM THREE EQUALS 🚽”

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Posted 1 month ago

“"I have been complaining about my broadband for the last three months; it is working very poorly with only 5 Mbps downloading speed. I have made three complaints so far, and each time I am given a few days to resolve the issue. I am fed up with this internet connection, and these people are breaching their contract. I have been paying for three months, and in response, my internet is still not working well."”

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Posted 1 month ago

“This isn’t so much about signal etc but about how a company can have zero ethics and accountability and still prosper. I’ve been subject to what would in another world be “fraud” by H3G, on top of that having issues effecting my credit score that are errors by three. I’ve wasted countless hours trying to sort problems that are not of my making. It would be good to speak with someone higher up the food chain but you never seem to be able to .. I guess all the executives are to busy counting there profits! How about having the courage to face your customers and listen to all these terrible reviews and start to make real changes both to the network here in the UK and to how you treat your customers. I’m here if you want some real input! Please call!”

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Posted 1 month ago

“I've had very good service from them, in the past, but this year has been dreadful. The phone indicates that connection and service is high, but whenever I go to send a text, or make a phone call it tells me there's no connection. I desperately depend on my mobile phone, and this has caused huge problems. I cannot make calls, and people cannot get through to me. I've spent hours on their chat to try and find out why there's no service but had to contend with very dim people, and no resolution at the end. So many issues, I don't even want to be bothered to list them all. Where do they get their staff? Kindergarten? I'm going out next week to buy a new phone contract. NOT with 3 mobile! ☹️”

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Posted 3 months ago

“Truly horrendous company, had their home broadband but the customer service is horrific. Every time you need to log in or call them about anything they send a validation TEXT MESSAGE. Which is really useful when your sim is in a BROADBAND ROUTER!!!!! They are completely useless when you speak to them and refuse to help. When I went to cancel the service because I was pulling my hair out they kept telling me that my name wasn't my name and it turns out that I was saying Michael instead of Mike. They had the audacity to ask me why I used the wrong name. I hope Vodafone improve their customer service as it is truly legendarily bad!!!!”

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Posted 3 months ago

“I recently went to a Three store to upgrade my phone. I was told that I needed to upgrade my plan to a minimum of 160GB data, which I agreed to. However, I later discovered I had been given a new SIM and a completely new contract — something that was not clearly explained to me at the time. Thankfully, when I contacted Three customer service by phone, the issue was sorted quickly and professionally — I appreciate their help. However, the behaviour of the in-store staff was very disappointing. They were dismissive, unclear in their explanation, and made me feel rushed and undervalued. It was not the level of service I expect from a major provider. I'm sharing this feedback in the hope that Three will look into staff training and ensure better communication with customers in-store.”

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Posted 3 months ago

“In a moment of madness I decided to try Three home broadband. It wasn't good enough for our needs. I returned it within 7 days for a refund. Although I'd been assured the account was closed and there was nothing to pay, I got a bill a few days later. I contacted Three, this was the first hurdle. For a communications company, they really don't like communicating at all. They do everything possible to stop you getting in touch with them. But, eventually, after a lot of perseverance, when any sane person would have given up long before, I found a contact. I was in a chat with someone for whom English clearly wasn't their first language, or possibly even their second or third, so conversation was, to put it mildly, difficult. They did say though they'd closed the account and there was nothing due. They sent an automated email confirming this. Then I got another bill. I contacted Three again and was assured again that they'd closed the account and the balance was zero. They sent the same automated email to confirm this. A month later, I got another bill. I got through on chat and was told my account was closed so to verify my identity they'd email a code. The code clearly said "Three staff will never ask for this code and you must not share it" the advisor got quite uppity when I refused to share it for this reason, but did eventually settle for taking my name and address instead. They were less than helpful though. Indeed, I'd say downright rude. However low my opinion was of Three, after dealing with their complaints department it plummeted to a new low. I asked for a handwritten email from them confirming that I could ignore the bill and face no consequences. They refused. I asked to speak to a manager, they refused. They said neither they nor their manager could write emails and that this was company policy. A communications company that doesn't let staff send emails! After 40 minutes the advisor did let me escalate to a manager (or somebody who said they were, but were possibly just sat next to them) I asked them if it was company policy for staff to ask customers to share the code they are told not to share. They dodged the question 3 times, but confirmed it was company policy on the 4th time of asking. Make of that what you will. They also confirmed that Three staff and managers are unable to write emails! So I still have a bill, everyone tells me I don't, and no one will write me an email to say I don't, because the company doesn't allow them to write emails. Although it does, apparently, allow them to ask customers or one-time pass codes. And that is why you should avoid Three.”

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Posted 4 months ago

“I was with them for 2 years and I often struggled with poor signal and 4G service - and I live in fairly residential area, which I've had no problems with on other networks. After the contract was over, they continued to charge me - which I know all networks try to - but in my account, it was showing £0.00 due and no bills were being produced. It took me two months (£87 to notice) and they refused to refund because I hadn't used my PAC code. Also, when I complained, they sent me a text saying "You can review this complaint in your account, under 'Your queries'" - I couldn't find this in my account, so I had to get back in touch again and was told "your queries" doesn't exist, BUT it's not their fault because that's an "automated" message. So basically a very untrustworthy and unreliable company, always looking to shift the blame. I'd recommend avoiding!”

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Posted 4 months ago

“I had just arrived from the U.S. and needed to make calls within the U.K. Erik helped me set up an eSIM for my Apple phone. It was locked, and difficult to enable the implementation. Erik had great suggestions, however, and walked me through the confusing process. He made sure I understood it all, and it was successfully added to my phone, after following his suggestion to contact Verizon. I will be returning to add a contract within the next few weeks. Thank you, Erik, for all of your expertise and patience. Diane Poma”

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Posted 4 months ago

“Warning to Future Customers of Three UK I want to share my experience to help others make an informed decision. After my contract ended in December, Three UK continued to charge me £113 per month — totaling £678 over six months — without proper justification. They claimed it was for services and the phone, but I did not agree to any new terms or renewals, and the phone was already paid off. Despite requesting a detailed breakdown and explanation, I found their communication confusing and unhelpful. They also claimed I didn’t respond to an email. This has caused me unnecessary stress, financial loss, and frustration. Based on my experience, I advise potential customers to be very cautious and to thoroughly review all communication and billing details from Three UK. Keep copies of all correspondence and confirm any charges before paying. If you end your contract, monitor your account closely and don’t hesitate to challenge any unexpected charges. Unfortunately, my experience suggests there may be issues with transparency and fair billing practices. Stay vigilant and protect yourself!”

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Posted 4 months ago

“Completely unacceptable — I’ve submitted five complaints and nothing has improved. I am done with this company. Their broadband service is the worst in the world. I never get more than 3 Mbps, despite paying for an average of 150 Mbps. I’ve never even seen those speeds.”

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Posted 5 months ago

“Extremely Disappointed with Three Business Services I’ve never experienced such poor service from a telecom company. I signed up with Three Business, but I never received a single SIM card—not one. Despite multiple attempts to contact them via email, phone, chat, and even WhatsApp, no one took responsibility or even responded properly. To make it worse, they kept charging me for a service I never used or received. And when I raised the issue, they claimed they had “no record” of my complaints. Seriously? Isn’t it your job to track customer communication? No proper support, no follow-up, no respect for clients’ time or money. Avoid Three at all costs—especially if you’re a business. This is not just unprofessional, it’s borderline unethical.”

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Posted 5 months ago

“Three is one of the most useless network I have ever seen. Customer service very bad, Network is poor too. I can’t wait to finish my contract with them and leave for good”

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Posted 5 months ago

“Agreed a disconnection date of the 15th of April. Woke up this morning to find that they have disconnected my line a week early without notifying me, which is a big problem as I need it for work in 45 minutes. Contacted customer services who are now trying to gaslight me that the date was 'april' and so any date in april is fine. No it is not. I paid for up to the 15th of April which is when I need it until. Payal is my wonderfully unhelpful customer service rep.”

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Posted 6 months ago

“Cancelled my SIM contract… well I thought I did but apparently you have to actually contact them to cancel it properely, which everyone is unaware of because it doesn’t state that anywhere on the website. So my bill came out yesterday and today I contacted them asking if my contract had been cancelled, they then told me that I still have to pay for my final contract a month from now although they’re inactivating the SIM today? A DAY after I’ve paid for my bill? So I’m paying for a full months SIM usage for less than 24 hours? Customer service is also extremely rude and could barely type and spell properly. Very disappointed.”

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Posted 6 months ago

Three is rated 1.5 based on 187 reviews