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Three Reviews

1.6 Rating 127 Reviews

15 %

of reviewers recommend Three

Company Reviews

1.6

Based on 127 reviews


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

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Three 1 star review on 12th March 2022

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very very very bad network”

Posted 2 years ago

“I been years with them and they are full of faults and no compensation whatsoever. Enough was enough. Childish mistakes from customer service... I was amazed to see such things from such size of company.. Don't fell to this trap unless you have no other choice anyway...”

Posted 2 years ago

“I ordered a phone before Christmas and paid in full as I was continuing my current contract which is good value at £6 per month for unlimited texts, 600 mins of talk & 1 GB of data, more than enough for my needs. However the phone did not arrive so I contacted them via chat and they said it had not been sent due to a technical glitch and it had now been sent and would be with me in a couple of days a couple of days later it had still had not arrived chased again and they gave the same story, finally after the third time I heard this story I pressed harder and they said the order was cancelled, the money had been taken from my bank! I finally received my phone and I asked for £25 compensation for their errors, they agreed to it, however when I looked at my account £25 had been added not taken away, they denied having agreed to the compensation despite the fact I have a text confirming it. They said the £25 was for accessories they have now told me they have cancelled the £25 as a gesture of goodwill. (I am waiting to see what happens when I actually get my next bill). They responded promptly enough via chat but I have never really got my problems fully resolved, although better hence 2* not 1*”

Posted 3 years ago

“I can not believe the customer service we received from Three. We moved and though our Wifi router said full network we were lucky to get a text only webpage to load on our phones. We had a look and there was work being carried out on a nearby mast. Okay fair enough, so we waited about a month and then private messaged the three uk CS twitter. They said it would be done within the week. One month later still no signal so we used the live chat and it was like speaking to a computer. They did not listen at all and told us we needed a new sim card even though it stated on their website they were carrying out work! We then called the CS line and the first agent didn't respond we could hear him playing what sounded like a play station in the background! He then hung up on us. We phoned up again and this agent was so rude to us. I work in customer service and couldn't ever imagine speaking to someone the way they did to us. Let me give you an example. We have x2 wifi packages with three (work and home) and also x1 mobile package so £100+ going to them every month. We wanted to find out when the mast issue would be resolved and the agent was asking for details on all three different accounts (you need to set up each one under a different e-mail etc). We asked for a little minute to double check our info on our side to confirm which wifi box it was and they replied 'I am finding all of your wrong answers exhausting'. We spent four hours on hold, live chat and on the phone that day. What a waste of time, and an instant loss of customers. After research I don't believe theres issues with the mast, I think they are oversubscribed and don't have the capacity to provide to this many customers. Please beware. My partner is now in the process of switching to o2 who I've been with for years and cannot fault and our wifi has been switched to NOW tv broadband who have also been great so far.”

Posted 3 years ago

“Absolute rip off! I bought the 5G broadband deal and Three asked my pay £150 deposit for the router which i thought was bit strange seeing that i have a contract with them for there mobile phone, Any how i paid the desposit, i received the router and it was complete rubbish no signal in any of the rooms in my property apart from the room the router was in so i decided to send the item back and ask for a refund. They sent me a returns bag and i returned it the same day via Royal Mail and got a tracking number. The router was received the next day at the Three Depot, so i waited a week and no return of the desposit, so i contacted them and they said they had not had the router returned, so i gave them the tracking number and they said they can not find the item in the Depot and they can not give me a refund untill the router is located!! (Not my Fxxking problem) and that they could not cancel the contract untill it was located!! and no refund can be issued. Anyway they found the router the following week and cancelled the contract, this was on the 22nd of August 2020. I have phoned them at least 15 times and everytime i get a diffrent version of the diffrent lie saying that the have issued a refund and you will receive the refund within the next 3 to 5 working days, they have now said that 4 times and yet here i am the 09/10/20 and no refund!!!! I have now engaded the boradband ombudsman and also contacted my bank to take up my case!! word of warning this is the poorest customer service i have ever received bar none!!! they are imcompetent and incapable company to grace any service provider i have ever had the misfortune to deal with”

Posted 3 years ago

“NEVER EVER BUY FROM THREE. Customer service is beyond appalling. Very few staff speak understandable English and they will frequently and randomly disconnect you so you have to start all over again. Avoid 3 like the plague.”

Posted 3 years ago

“Each week tecnical issue. I m not satisfied.”

Posted 3 years ago

“No signal, phone calls dropping out. Had 3 years ago and hated it then, but thought "cant still be terrible surely?" But yes, theyre still garbage. No signal at home or at work (live in Northampton, not outer hebrides). Phone has to connect to home wifi to work, even then drops calls randomly. I will never, ever use 3 again, had ee last year and had a brilliant signal everywhere I went. Three simply have the WORST signal of all the providers. Why on earth would you ever sign up with them?”

Posted 4 years ago

“I have had nothing but problems with 3 from the start. They messed the end of my contract and only resolved it after the cutoff date. Then told me I couldn't leave because the cutoff had gone. They gave me extra data, stating 'because there was fault on both sides'. Reception on 3 is awful too.”

Posted 4 years ago

“I am very disappointed with the costumer service on the phone. They lied me 2 times. In December I called them for an upgrade to my sim contract. They told me the cannot do, but if I will made another contract for 3 months they will give me the phone without credit check. I did the contract and now I called them again Because that 3 months passed and they told me they cannot do nothing and to wait another 6 months and to make another contract with will help me with the credit check.I cancelled today one of the contract and the other one I will cancel in may. But I don't have any problem with my credit check. I said I need a phone not another sim contract. I am very angry and I advise everyone to cancel three contract. They are rubbish and discusting. Liers”

Posted 4 years ago

“I want to give them -10! Bad Network & customer service. After having unlimited calls and text, still couldn’t make call for over 10hrs to UK! Keep saying you dont have min! When I contacted them, they fixed it but they pointing finger at me by saying I turned the ‘block on’ when I'm over my limit! Yes I did turn it one ages ago! That shouldn't block my call to uk when I have unlimited call! Dont use them! Waste of money, time and energy. Customer service is very poor.”

Posted 4 years ago

“Absolutely awful; incompetence doesn't even cut it. I would leave 0 if I could, and glancing at the reviews below I can see I'm not the only one. Having been a loyal customer for approx 10 years myself, I took out a plan for my girlfriend a while back. I transferred it to her as the main account holder over a year ago after she had some issues that the ever-declining 3 service/support team made extremely stressful to sort out. Unfortunately however she's had several issues since, and every single time she attempts to resolve it with 3 support they refuse to deal with her and demand to speak to me again. This has happened at least 7 times previously, and each time I have explicitly requested they remove me as an account holder and not contact me again in relation to the account as she is the account holder and she pays the bills. They confirm they have made the required changes each time, but then every time we have another issue they refuse to speak to her again, because she "is not the account holder" I used to love 3, but I could go on for days about the problems we've had with them in just the last year alone. Here's some complaints from just TODAY.. - After refusing to deal with my girlfriend about yet more issue on the basis that she is not the account holder, I was disrupted from work AGAIN and had to stand in the rain for over 10 minutes on conference call in order to verify details they should not even hold anymore, only to get disconnected from the call despite call host (girlfriend) having full strength 4G on 3 network. She is forced to call back in and it transpires the agent is now dealing with another customer rather than even trying to call back, and another support agent doesn't deal with it because "he's kept the file open and will call back within 1 hour". No call for over 9 hours now and counting... disgraceful. - Also Today, different 3 mobile with "4G": Waiting over 30 seconds for google search results page to load anything, waiting similar lengths of times for messenger text messages to send - Feels like live chat agents do not even try to understand messages you send them, but rather simply look out for bits of info they've asked for (4 numbers, postcode, DOB, etc) - most cannot comprehend more than very basic English, or simply do not try, and none of them are willing/able to escalate anything when it clearly needs to be Steer clear. I'll be moving all of us to different networks in revolt, and vehemently urge all of you to avoid 3 like the plague.”

Posted 4 years ago

“Shocking service. Can no longer get through to customer services. Seems they have disable that option or made it so difficult that you have to speak to different departments for them to transfer you to CS. Instead they re route you to the app and live chat. Again which is never available as all agents are supposedly busy. This network is shocking. Cannot wait to leave once my contract is up. Rather go to another network and pay that bit extra at least I will have service that I can use. The saying is true. You get what you pay for. Cheap prices = cheap network.”

Posted 4 years ago

“This has been the worst experiance I have ever had with any mobile phone company. I mean I had a terrible time with VOXI but that experiance was haveanly in comparison. I got mobile broadband from them (b311 Huawei). Paid the contract only to find out that the router had a bad bug that caused it to stop working randomly. A bug they knew about (confirmed by a support agent) before they sold me the contract. So I called them 8 times in the 14day grace period to have it fixed. Each of those times i waited in the queue an avarage of 20-30min. On the second from last call I arranged for someone to call me back so I do not have to keep waiting in queues for the same issue. No one ever called. 3 days later I call again and was on the phone for 45min. The guy on this call after telling me that I can pick a new router for the same price then tells me 45min later that I will have to pay an extra 3 pounds (which was out of my budget). I have wasted more than 4hrs on calls in the past 2 weeks on calls with 3 broadband only to be told the broadband I am on wont work so I have to pay more. How stupid is that service. They have lost me and the rest of my family as a customer. What rediculous service. For anyone looking to buy the B311, dont bother. Even when it did work it was very slow. My mobile phone (Pixel 2) was miles faster. There are better ways to waste your money. Also, given that you will be on that contract for 24 month and (Huawei) routers are known for getting slow with age you will have issue in future. I would suggest buying a Data sim and your own 4g router. Even the cheapest one from carphone will perform better than the nonsense three is offering that the B311 pricepoint.”

Posted 4 years ago

“This has been the worst experiance I have ever had with any mobile phone company. I mean I had a terrible time with VOXI but that experiance was haveanly in comparison. I got mobile broadband from them (b311 Huawei). Paid the contract only to find out that the router had a bad bug that caused it to stop working randomly. A bug they knew about (confirmed by a support agent) before they sold me the contract. So I called them 8 times in the 14day grace period to have it fixed. Each of those times i waited in the queue an avarage of 20-30min. On the second from last call I arranged for someone to call me back so I do not have to keep waiting in queues for the same issue. No one ever called. 3 days later I call again and was on the phone for 45min. The guy on this call after telling me that I can pick a new router for the same price then tells me 45min later that I will have to pay an extra 3 pounds (which was out of my budget). I have wasted more than 4hrs on calls in the past 2 weeks on calls with 3 broadband only to be told the broadband I am on wont work so I have to pay more. How stupid is that service. They have lost me and the rest of my family as a customer. What rediculous service. For anyone looking to buy the B311, dont bother. Even when it did work it was very slow. My mobile phone (Pixel 2) was miles faster. There are better ways to waste your money. Also, given that you will be on that contract for 24 month and (Huawei) routers are known for getting slow with age you will have issue in future. I would suggest buying a Data sim and your own 4g router. Even the cheapest one from carphone will perform better than the nonsense three is offering that the B311 pricepoint.”

Posted 4 years ago

“Very positive experience with Three so far. Much better value for money than my old network and coverage seems a lot better, no more patchy areas of poor signal! Also a nice bonus to get a £25 Amazon voucher for joining using a friend’s invite link. If you are thinking of getting a phone contract or a 12 month sim-only plan, feel free to use mine when you register and you'll get one too. referme.to/amuXENo”

Posted 4 years ago

“I have been complaining about signal issues and Internet speeds in the area I don’t get 4G at all only 3G they told me the mass needs upgrades so I can get the 4G in my Area but when I got the contract in store I was told it was good 4G coverage in my area and I got told as well with the new 4G Super-Voice signal is available in this area, kicking Indoor Blackspots' ass in my area so I will get excellent 4G what a joke I can’t take the phone back they will not give me discount on my contract so I have a iPhone 8 with them just to use 3G but paying for 4G Service and I have been doing speed tests I get 2.06mp Download speeds and 1.89mp upload speeds this is a joke so I have to use WiFi all the time when I was with o2 I was using 50GB a month with three I’m only using about 1GB as the Internet is too slow so I have to use WiFi all the time I’m losing out big time and the three network company dose nothing to help me out”

Posted 5 years ago

“Had so many issues with three and have just ended my contract with them after 10+ years of being a customer. Earlier this year i was robbed of my phone by a moped rider. Got home shaken and tried to phone up to report my phone stolen. Problem is they dont have an out of ours phone support service even for emergencies (yes really) so i had to wait until the next day to report it. I was told a sim card would be on its way. After a week of phoning to chase i was told it was on its way. Eventually on my third call they told me the person who cancelled my old sim never actually placed the order for a new one. A total of a month i couldnt use my new sim, but they refused to waive the line rental for that period anyway. I asked for the PAC code to change provider and they told me i have to wait 30 days to generate the code as thats standard procedure. So i couldnt be bothered and continued with them. Recently on holiday my phone was stolen from my hotel room without me knowing and used to run up £300 of calls to Morocco. I realised when i got home and unpacked that it was no longer in my suitcase. I phoned 3 to report it lost at which point they said it had been actively used but i should wait for my statement and call up to contest the charges. Small problem - for the last 6 months I cannot login to my three account to access my statements and customer support said its a known issue that they are dealing with... 6 MONTHS of not being able to see my statements. Eventually they agreed to email me a statement because they already took £300 from my account for fraudulant phone calls to Morocco. The customer service assistant told me I shouldnt be liable for those calls as I did not make them and reported my phone stolen and so they put me through to customer relations to help me get it sorted. Prashant from customer relations not only told me I would have to pay the charges for calls to Morocco, but that if i didnt like it i am welcome to leave the network. He generated a PAC code for me and sent me packing there and then. I have today signed up with another network and will never EVER go back to three, especially after that call with Prashant who allegedly represents their 'Customer Relations' department.”

Posted 5 years ago

“they gave a replacement sim card to someone pretending to be me without ID and this person hacked my ebay, Apple pay, paypal, and my bank account. it's been over 8 months since this happened and they didn't even apologized, not only that, they also tried to deny responsibility. the amount of stress i had because of this is unbearable, i had to change all my accounts, usernames, passwords, delete accounts, start new ones, running to my bank few times, being with no money in my account for few days. yes i got my money back but this is the least i would expect. i have taken a legal action but guess what, for the last 8 months they keep ignoring the letters my solicitor sent them until only last week when he put more pressure on them they told him that they found the letters. i stayed with them after that simply because they are the cheapest, yes i may be wrong but this is what i did. i was due to an upgrade last month and this was another disaster as i ordered iphone 8 and couple of days after receiving it i decided to change the color, to cut the long story short it took them almost a month trying not to change the color by coming with the most ridiculous excuses in the world, until i told them i was leaving then they changed the color. if saving few pounds a month is not an issue then stay away from them. i remember when they first started in the UK and i tried them and the cancelled the contract straight away due to poor signal and no coverage, it took them 5 months to close the account and give me my money back, so they're bad since they started their business. but to be fair now their network is not that bad however their customer service is the worst in the whole world.”

Posted 5 years ago

“Following a family bereavement we were having some difficulty with customer services closing one mobile account whilst keeping another open with new details. Both lines ended up being suspended. Everything changed however when we went into the Telford office and spoke to Shaun and his assistant manager Steph. Steph was brilliant she dealt with us in such an empathetic way it turned a bad experience into a good one. Steph is a credit to the company, well done.”

Posted 6 years ago

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Three is rated 1.6 based on 127 reviews