Three

I bought Three 10GB data only package a few times. Last month I used all 10GB in roaming mode. This month with a new package of 10GB data, when reaching 2GB in roaming mode, my data use was cut off. Rather than reference to the 12GB monthly data limit as advertised in their website and in my personal Three area, they now refer to an unclear document under their priceguide, which document I don't know. They set a data limit of 12GB per year or per rolling two months (still not clear) rather than per month. Anyway Three lost a customer today. They offered me to buy add-on data but I don't want to do business with a company which is not transparant about their pricing structure and data roaming policy. Byebye Three.

On May 21,2024, I visited the Three store at 49 North End Road in Croydon to activate the 5G Home Broadband service. Unfortunately, upon verification, I discovered that the service is not available in my area.

Within the same week, I returned to the store to cancel the contract. On May 25,2024, the store staff initiated the cancellation process by contacting customer service. On June 21,2024, I received the return envelope for the 5G Home Broadband device and promptly returned it to Three.

To my surprise, on July 1,2024, I received an email informing me of a £34.14 charge related to the contract. I immediately paid the charge. Customer service initially informed me that these payments would be refunded; however, upon my subsequent call, I was advised that no refund would be issued.

"I have made payments up to now: on July 2,2024, for £46.16, July 15,2024, for £34.12, and the upcoming scheduled charge for the end of the month of £454.96, due on July 31,2024"

I would like to emphasize that I acted promptly to cancel the contract as soon as I discovered the service's unavailability in my area.

I kindly request your intervention in this matter to ensure a fair resolution. I believe that due to the service's unavailability in my area and my timely efforts to cancel the contract, I should not be liable for any charges.

I have been with Three for for a year and it's been so terrible. We barely have any connection most of the time, and when we have it it is painfully slow, I have terminated the contract as soon as we were allowed. It's been a terrible experience all throughout, customer support is very bad and just to cancel it takes an hour on the phone. Please don't fall for their marketing traps.

I have raised the same issue multiple times to different agents. I had data issues, and I asked them to keep the case open or at least be patient in case I loose connection. I have been dropped out of the chat just after a couple of minutes, even though I have screenshot to prove I continued to message them.
Each agent told me something different, but resolved nothing. They refuse to give direct answers unless you force them to, there is no consistency, and they charge you for services they cannot provide!
It is an absolute outrage, as I have been with them for over 15 years. I formally request the case to remain open as it had not been resolved and I didn't have hours to spend on the phone, going around in circles.
Non of it had been taken into consideration.
They offered me something I sad no to, because I didn't feel it was fair to remove 22 pounds from a £60 bill for roaming I could not access. Yet they proceeded with the credit and closed the case.
It is impossible to have anything resolved. And I could go on. The most incompetent service ever, without exaggerating! Avoid!

I recently bought a £35 SIM card from Three at the airport, which was supposed to provide 150GB of data for my month-long trip in Europe. However, once I left the UK, I found out that I only had access to 12GB of data when roaming, which was not disclosed to me at the time of purchase. This left me with insufficient data for most of my trip, causing significant inconvenience.

When I contacted Three to complain, they said they could only contact the store that sold me the SIM and refused to offer any credits or partial refunds. This lack of transparency and poor customer service is a scam.

Worst of the worst. Have been with this company for over 10 years, my phone connection hasn't been working for over a year; one bar wherever I go, no connection to internet. Have to contact them every month with no help, tell you to turn your phone off and on to basically disconnect your chat from them. Today I finally got pass all their basic info on how to restart a phone, as if I've not been doing that for a whole year... today they told me it was their fault they have had "work" going on to improve their services... I said for over a year... she said yes these things take time. Yes time I've been paying £80 a month for unlimited data and can't even get a connection. Their compensation offer was a one off offer of £13?! What a joke. I have been paying £80 a month for a service that I have not been receiving for them to offer me £13! 10 years of being a customer and you get offered that. Told them I want to cancel, was told I'll have to pay 40% fees. Will be escalating this. Absolute joke of a company. Only want your money while they don't provide what you pay for.

I am Three customer from last 10 years, i have sim only contract and paid every Month £10.78 never stop my payment ever they charge me £31.00 in May 2024-after i paid- i try to complaint but Mr HARSH KANOJIA from complaints department did not submit any complaints ************** and reject to forward to escalation team, if i asked why - the answer is i can complaint by Ombudsman - my question is " IN INDIA BASED CUSTOMER SERVICE ARE THEY QUALIFIED FOR UK CUSTOMER SERVICE? The customer service from three need to be urgently upgraded and "Mr HARSH urgently need a customer service course and review,
Reason: The complaints is healthy method for every company to find out there "Errors" resolve it to upgrade the bateter system.

Website support:
No webpage to cancel account.
No information about how to find Three number.
You can't access any customer support without Three number.
Once I found my Three number, I've entered it on the webpage login, but it takes me back to the same page.
I've tried to access using email and password. It said password is incorrect. I've asked to set a new one, but I've never received the email to do so.

Phone support:
Did not recognise my own number, the message kept repeating and I couldn't speak to an operator.
Once I found my Three number, I waited 10 minutes to speak to an operator. He hang up when I said I didn't have access to emails in that moment, despite providing other verification proofs.
The second time I called I managed to cancel my account.

Agreed settlement with their debt collection agency just to get the issue resolved and 3 out of my life only for them to tell me today the collection agency acted independently and I still owe them money I honestly feel sick to my stomach they should not be allowed to treat people like this

Very vague and untrustworthy sales pitches. I ordered their 5g home broadband after repeatedly getting the sales person to verify I would receive good and better speeds than my current provider.

Naturally it is always yes, I am in the perfect area and everything will work great.

It arrives... guess what... It is slower than Talk Talk:D

So I phone up to complain, 1 hour of moving stuff around the house to prove that it is still bad... then I want to cancel... another 20 mins later and finally I am told I will get a return label in 24 hours.

24 hours later... no label. I call again and now I am told I need to wait 2 days.

This company is an UTTER JOKE.

A network without any compassion, called them twice 8th of April, they put the phone down and cut my service.

Well deserved rating of 1.2/5, absolute $#*!show. The most unreliable coverage and network I've ever seen in my life. Customer service is garbage. Sometimes I even get an urge to get in a car, drive to Three salon and waggle the $#*! out of them. The only thing they are competetive at is charging as much as other networks. Finally managed to get rid of it and wouldn't go back even if they pay me instead. Staying is basically the same as having no network. You were warned. AVOID!

We took out a broadband contract with 3.
The broadband speed in the house is terrible.
We phoned 3 to terminate the contract. They told us we'd have to go into a shop to do it ( why? - because they're deliberately obstructive Rs holes.). We went into the shop at the white rose centre Leeds and were told very abruptly by the passive aggressive manager 'Shaf' that they couldn't cancel the contract without us giving the box back. Sky send out return packaging for this and i had thought 3 would do the same.
So we took the box into the shop in Trinity Shopping centre in Wakefield. The staff there had some people skills ( unlike Shaf) and were polite. We were told they could have sent us out some packaging to return the router in. So it seems Shaf was lying. Unsurprisingly. That guy shouldn't be let off his lead in public never mind 'run' a shop. He is a total tool.
3 are awful. We also got a sim contract with them and the roaming data drips rather than flows. If ( like me) you have been daft enough not to read and be put off by all their terrible reviews online, hopefully you're still in your 30 day money back window. If not, you've been shafted. If you are still in that window, don't listen to their bull, get out now before you're tied in.

Unfortunately I made a mistake and renewed my contract. I don't know what happened to this company. I have had the new contract for over 3 months and have had two complaints filed. I'm trying to change my surname after the wedding, I've already sent 2 emails after which I should receive an email ID with a number, but I don't receive it, so I can't change my surname! I don't want to write about all the complaints, but I can advise you to choose another company if you want peace of mind!

Internet is not working, phone not working in deferent country eder so if you go on holiday you can't call anywhere.

If there's anything deserving of a 3G rating, it's their network; it's the worst I've ever encountered. For the past fifteen days I couldn't use my mobile, receive a call or make a call through. Useless service, poor customer service and no communication from the company. Set of useless people

Oh my days. And I thought the uneducated customer service (in India) could not get any worse. I just asked the woman I spoke to from India customer service for a deadlock letter as I've exhausted everything with them, and they are not able (as always) to deal with my complaint. I knew straight away (because of how uneducated these people are) that she wouldn't even know what a deadlock letter is. So I asked her if she even knew what one was, she replied... a letter you get from debt collectors... I told her to just put me through to the complaints dept which I did ask from the start but she wanted to know (as always) what I wanted to speak to them about. These people always create more problems for the problems you already have. If you are thinking about joining three? Think again. Seriously.

Would give less if I could.
Quality of services provided is a disgrace their broadband never works too the capacity it says It can. Getting in contact with customer support is nearly impossible once you are able to the staff name you jump through unnecessary hurdles to tell you they can't help. They will chase you for money that you don't owe them too. I have a balance of £5 which I have been told by 4 different advisors at 4 different times that I don't need to pay as it's a then error but 3 months later I still get emails and phone calls telling me I owe the company £5.

I have wasted about 15hrs of my life attempting to contact 3 to resolve a very simple issue of returning an item and the issue is still ongoing.

All the advisors are foreign and probably not paid a single penny for there work all in all an awful company.

Avoid at all costs pathetic company

Avoid three at all cost been a loyal customer of ten years. Paid on time every month won't let me upgrade saying there is a fraud issue even though I last security. Promised a new phone out 4 times and cancelled each time. Now they refuse to give me my PAC code so I can't take my number elsewhere

Three are a horrible company to deal with. In the last three months there have been outages and unavailable mobile service three times, each lasting several hours. Each time I've had to buy a third party sim card to cover Three's lack of service, in addition to paying the Three contract.

I've been unable to use the app, despite several attempts to get Three to fix the problem. To move from my old contract to a new one Three told me that to keep my old Three number I had to buy a third party sim card, transfer my number out, and then transfer it back into Three! I complained about all this, and they offered me £10. I'm now forced to seek a fair settlement via the Ombudsman. All I want to do is leave the 2 year contract I'm tied into, but without penalty, so that I can try to find a more reliable service.

UPDATE: The complaint to the ombudsman resulted in Three giving me £60 credit.

+++++++++++++++

MY RATINGS:

5 STARS PLUS! = Exceptional, with an unusually high standard of quality/ workmanship/ service/ communication, and zero problems. Highly recommended.

5 Stars = Great quality/ service/ value for money, with minimal problems. I would recommend.
4 Stars = Very good, and I would use again
3 Stars = Average, with room for improvement
2 Stars = Poor service or goods. I do not recommend.
1 Star = Gross incompetence/ dishonesty/ negligence. Stay away; the worst of the worst.

I've been a customer of three for more than 10 years and though I keep getting offers from competitors, no one can match Three for quality customer care, they also have some very competitive rates, coverage and offers

My internet has been down for nearly three weeks due to maintenance. According to Three, they can't access the masts and cannot give me a date for when it'll be fixed. So in the meantime I get to keep using my hotspot.
They offered refunds once I asked (they tried to offer me £2 at first). At this point they are saying if it's out for another week I can leave my contract without a fee.
Absolutely ridiculous.

I had an issue with the promotional deal not being applied after the 45ish days they said it would,
I got in touch with them and they sorted it out there and then the guy on the phone was so helpful to me that I felt the need to write this review to show that they are not all negative and its 5 star's from me.
Thanks Three.