Three Reviews

Name: Three
Rating: 1.56

1.6 Rating 179 Reviews

14 %

of reviewers recommend Three

Company Reviews

Questions

Metrics

1.6

Based on 179 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
On-time Delivery	Greater than 54%
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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 2 weeks 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 2 weeks 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.”

Helpful Report

Posted 3 weeks 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.”

Helpful Report

Posted 1 month 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!”

Helpful Report

Posted 1 month 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 1 month 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 2 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 2 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 2 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 3 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 3 months ago

“They are useless Trying to set it up is so difficult”

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Posted 4 months ago

“I’ve been a customer of [3] for 10 years, using three different phone lines with the same service. Unfortunately, my experience with their customer service has been extremely disappointing. For the same service, they charged different amounts for each SIM card: one was charged £12, and another £22, even though all were registered in my name and paid from my bank account. Despite numerous calls, I received no satisfactory explanation, and each time I called, I was bounced around between representatives with no resolution. After a decade of being a loyal customer, I decided to explore other options and found that other companies offer much better services at more competitive prices. I tried to resolve the issue with [3] again but ended up calling them nearly five times in a week, each time being redirected or disconnected. Even when visiting their branches, I was told to resolve issues over the phone, and they refused to help in person. Today, I’m completely fed up with [3]. When I asked to speak to a manager, the person I was connected with, named Mr. Z, was not only unhelpful but also extremely rude. Throughout the entire conversation, he failed to apologize for the inconvenience and instead started yelling and making excuses. In the end, he told me to create a new account, which was a completely unnecessary and frustrating step. I’ve decided to switch providers because [3] has proven to be untrustworthy and unprofessional. I strongly advise against using their services. My experience was extremely negative, and I feel that the management lacks the ability to address customer concerns effectively.”

Helpful Report

Posted 4 months ago

“I had an unacceptable experience at the Three store in Milton Keynes MK Central Mall (83, Silbury Arcade, Milton Keynes MK9 3AG) today (22/2/25). To provide some context, I am an Indian professional working as a senior HR specialist in a prominent construction company in Milton Keynes. I have been a Three home broadband customer for almost a year. Today, I visited the store with my wife to purchase an iPhone 16 on EMI. I was assisted by a Customer Advisor - Max. Initially, he asked for my details, including my home address, bank details, and annual income. I noticed a lack of engagement—he did not maintain eye contact, rushed through the process without clearly explaining what he was doing. Customers should understand the details of the transaction and have a say in their purchase decisions. After collecting my passport and taking a scan, Max asked what SIM contract I wanted. I informed him that I currently use another provider but would consider porting to Three for a cheaper SIM plan, as I primarily rely on broadband at home and work. However, I was not given any options or pricing details regarding the SIM contract or additional accessories. He asked me if I would like to proceed with the hard credit check and obviously I said yes and I told him that I want to understand the price variations for the iPhone 16 Pro and Pro Max and also the sim contract options. Max then went into the staff-only room and returned with an iPhone 16 Pro, along with several accessories (back cover, ear pods, charger, etc.), and asked me to sign on the tablet—without prior discussion or my consent. When I questioned the total cost and asked for a price breakdown for the iPhone 16 Pro, iPhone 16 Pro Max, and SIM contract options, his response was, "It is too late." This was completely unacceptable. I was not given a chance to make an informed decision, and I felt pressured into accepting a package I never agreed to. Despite my frustration, I remained calm and asked whether I had passed the credit check and if I could compare pricing options. He simply insisted that I either sign for the phone and accessories he had chosen or wait another three months for another credit check. When I asked again for a cost breakdown, he refused and repeated that "it was too late." For comparison, I recently accompanied a friend to another Three store where we underwent a credit check. Despite failing it, the advisor at that store was patient, transparent, and supportive. He explained all phone and pricing options in detail, including choices with and without accessories and SIM contracts. We were reassured that all decisions were ours to make. The contrast in service between that experience and what I encountered today is staggering. Max’s lack of transparency, refusal to provide options, and dismissive attitude left me feeling unheard and disrespected. What was meant to be a thoughtful birthday gift for my wife turned into an unpleasant, frustrating ordeal. To make matters worse, when I declined to proceed, Max muttered something under his breath in front of me, which felt deeply inappropriate and unprofessional. I could not decipher his exact words, but it was offensive and unsettling. I left the store feeling extremely disappointed, frustrated, and frankly, discriminated against. I am a tax-paying resident of this country, & I am fully aware of my consumer rights. Three, as a reputed brand, should train its staff to be more empathetic, transparent, and customer-focused. Customers should never be pressured into financial decisions or treated unfairly. This experience today had clear undertones of racial bias, which I cannot ignore. It has been over two hours since this incident, and I am still deeply disturbed by the way I was treated. I request an official review & investigation into this matter so that such incidents do not happen again. Three must take customer service & fair treatment of all customers seriously.”

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Posted 5 months ago

“Categorically the worst customer service you will ever experience. I beg you to use any other phone service provider. They charged me twice every month. When I realised, it took multiple 2-hour conversations on live chat (their ONLY way of contacting them) to get it sorted. You will never, ever get through to them on the phone. They change details on your account without authorisation or warning. Utterly unethical, horrific company.”

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Posted 6 months ago

“Pathetic customer service! Would never recommend.”

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Posted 7 months ago

“Useless, liars.”

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Posted 7 months ago

“Would give 0 starts, if I could. Absolutely shocking service. Charging me more than agreed on the contract just because no direct debit set. Advisors absolutely ignored what I was saying and kept repeating themselves. I am paying for services I don’t even receive. Was supposed to have free calls, was charged for them. Network Signal absolutely shocking, most of the time doesn’t even work so be prepared to have no internet. Also, was cut off from everything for no reason numerous times, to which I only received an apology - no signal at all, wasn’t able to make calls, send messages nor use the internet.”

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Posted 7 months ago

“Do not buy anything from 3 the customer service is appalling. Spent 30 minutes on the phone to find out how much my monthly cost will be. Put me on hold so many times. Did not understand what I was wanting. KEEP AWAY from this company!”

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Posted 7 months ago

“Each time I call the security questions don't match, I give them my new postcode which doesn't match as they haven't updated my old postcode and guess what. Not even my old postcode was a match, but network 3 are quick enough to send a jiffy bag for me to return the 5G broadband from my correct postcode. Hallelujah, now waiting for a call back as my security questions didn't match. For those who have posted on here, if you are not receiving 5G as stated in your contract. Someone is breaking their contract if they can't provide what they say. The Law states you can ask out of your contract without charge as they are not fulfilling their part of the contract that you are paying them for. Hope this is helpful”

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Posted 8 months ago

Three is rated 1.6 based on 179 reviews