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A company that keeps charging for your device a full year after it’s been paid off!!!!! Essentially theft!
As a loyal customer for over 6 years, I have never been so disappointed by a companies customer service. Customer service representatives in the call centre very helpful, but Three systems tie their hands and therefore can’t help with satisfactory resolutions. Never again will I join this network

Paid 2 times for add ons this morning £20 each time money was taken no add ons redeemed and told I had no money on my account both times called the number to be hung up on not even getting through to speak to someone then tried the online chat to be told someone might contact me in 72hrs all the while explaining to them repeatedly I had important work meetings and not being able to contact family to then find out my grandma has a brain tumour and there was no way of contacting any of my family I am so angry that this company feels this is okay to do things like this due to there technical issues but cannot support or help the customers paying for there service to be able to contact friends or family I hope they know he appalling there way of business truly is

The worst customer service I ever seen in my life 😡

this three support is so bad so avoid buying any service from this idiotic company you can not get any support from them at all all you get is links to read bloody tons of pages their support is poorest

We came into the Oxford Circus store to extend one of our contracts. We were met and greeted by the store manager who was extremely kind and he listened without interruption and asked Aya to be of assistance.
We have been given an incredible first and world class service and we have bought two iPhones 15 plus and 15 Pro Max, Xmas came early, thanks to Aya and her attention to details and great product knowledge and great interpersonal skills.We wish every possible success in her journey.
Many thanks

So, what a "s h i t e" company...
Today i noticed that my browser was restricted.. its been turned off since the day i had the contract over 12 months ago, im now out of contract and are leaving.

Getting in touch with Three is crazy after getting through on 0333 338 1001 (as i was calling from another number) the first hurdle was to receive a text message with a one time pin... that expired after only 15 seconds or so, making it difficult to get the txt in time to enter it.

Then to turn off or allow adult content i had to give them my card details, now i should say that i tried doing this both online and using the app but my card was declined saying invalid.

We found out that the card has to be a CREDIT car, no a debit card.

So that failed as proof that im >18.
So the next step would be for them to use a credit agency such as Experian.... at this i just said thats enough... im off.. what total crap service and all for a browser to stop me searching for a phone number..

As you can see a terrible company. Just feed you a load of bulls**t, claim they care about customers (they will reply saying that they do care) but as you can see by all the reviews they don’t care. Said I missed a payment so my credit score went down 100 points. The credit agency said three can remove it from my account but three says they can’t. Really hope this company goes bust.
AVOID this scam of a company. I was a loyal customer for about 15 years and never missed a payment shows how much they care about customers.

My plan has been moved to the new platform, now cannot log in. tried calling adn everything just says log in to you account for assistance. Really frustrating that the system has been down for 3 days and now cannot do anything. Waiting 1 hour to speak to someone ho then cut me off . Just had to go out and buy a new SIM card (not Three) never again.

I've been a customer many years. The service is dreadful and unable to get a continuous Internet connection so resulting in a broken service.
So dear 3 I will not be renewing the contract.

Following the supposed 'upgrade' of their customer My3 login systems, I have had real trouble re-registering my phone SIM to them despite hours on online chat and phone calls. When some progress seems to be made in logging in, their system comes up with some message error. The overseas chat rooms although seem to be helpful, are just not sorting the issue of re-registering customers. Their crib sheet they send out does not work and is quite unclear in some lines of instruction. I shall be looking to cancel my contract and find another provider after many years of provision by THREE - I'm just sick to death of the unresolved issue described in this message.

V poor service, can't register to see bills. Help is all a circle, end up where you start. Chat person sent text to confirm account to a linked phone- my daughter's phone in Netherlands!
Automated system can't recognize when numbers chosen- maybe set this way to deter enquiries.
They just don't care for our business.

Everything went wrong. I wasted an hour on getting no help. Very politely. But no help whatsoever. I must admit to being concerned about the reliability of this company: Three.
Nobody, from any “respective department” seemed to have any information about my account:
1. When the direct debit will come out
2. For how much
3. Whether they had cancelled my previous direct debit which I had cancelled myself with my bank.

Not keen on continuing having this sort of interaction.

Yours sincerely, very dissatisfied and disappointed,

Florica Grigoras

I received an email stating my contract will be rolled into a rolling monthly subscription when it expires, but customers services tells me this isn’t true and I need to sign up to a new contract. Make you mind up three and get your communication right

Worse provider ever lack of Internet lost important phone calls not registered to network broken promises ripped off on the 2 year contract paying more than I shouldn't pay on the contract worse company ever hope they go bankrupt lies about being reimbursement refund was offered £17 with no Internet with problems switched to Vodafone broadband best service ever please don't join this turbulent company people you have been warned

I would like to congratulate three on the abysmal customer service they provide, having followed their instructions involving numerous phone calls and online chats and providing proof where required I am now being totally ignored when the fault lies with Three and has been proven so. Don’t use this company, they are beyond useless.

Phone calls and chat online about extra payment above my agreement money taken out by 3 to pay 85004 for messages i have not received or sent

three blocked my account and kept messing me around and made up every excuse why they can't sort it out and kept telling me to wait another 72 hours another 24 hours i would never recomend them!

Abosolute joke of customer service.

Well done three upgrade your system and make it rubbish for longstanding customer.

My app shows I still have 2+ gb of data even though I should have over 20gb. However I can’t connect to 4/5g at all…

My contract upgrade is wrong on their system. I have proof of my new contract by text and email but that is not acceptable.

After spending hours on the phone with various departments I am told to go to a store to setup new code. No other option but to spend one hour of my time to go to a store…. I do not have the time to go for the next few days so who knows when I will have data again. I will just order a sim from another network should be here tomorrow.

Been with them for 17years,

I’m fuming, will contact ombudsman

I've had problems with Three in the past, but recently things have just got worse. I can imagine they will be losing many of cusstomers soon. Firstly, I've laid out some general problems with the provider. Secondly, I've discussed my multiple similar dealings with customer service...

GENERAL ISSUES

1) Network issues. They strike at any time with little or no notice and last for however long they want them to. You'll be particularly frustrated if you've paid for services that you won't actually receive, oh wait that's everyone. You'll have no chances of getting refunds for these frequent 'inconveniences' (they use this word far too often in their unempathetic apologies, a more fitting word would be 'ordeal').

2) The app and website. Difficult to navigate, you'll receive long messages over text after you do anything that will confuse you and provide little transparency. You'll be left unsure about when changes you've made will actually be actioned. It will be updated with little or no warning and the update may take days (my last update experience took 5 days) and in that time you will be unable to access your account entirely, even on the web. You'll need network connection to access it, which is a problem if you are travelling somewhere without wifi and need to access your account to get data, oh the irony.

CUSTOMER SERVICE

3) Getting through to customer service. This is an issue that seems to plague the majority of companies now, Three is no exception and I must say it is consistently my worst experience every attempt I make. First of all, you have to navigate your way through a tedious automated system packed with multiple options that lead to further options like a branch of a tree. The majority of option strings lead to a dead end where you'll listen to a recording before the call is automatically terminated. You'll find yourself fighting through option after option to just be greeted with "... this can be done through our mobile app" before the call abruptly ends and it will feel like its game over before you redial just to meet the same fate 5 minutes later and 5 times over. Only certain options will lead you to an actual person and often you'll need to select options that don't align with your actual problem just to seek a human. After you pass through level 1 (the option maze), you'll be met with level 2 (it Hertz). The most ungodly low quality Dua Lipa song 'Don't Start Now' will drown your ears, you'll forget the meaning of silence as your sanity is lost in instrumentals that are akin to fingernails across a chalkboard. You'll also simulataneously realise that the lyrics to Dua Lipa's 'Don't Start Now' song were most likely a reference to her personal battles with Three and the enevitable break from the contract that must have followed, speculative but likely. This is a route that I will be undertaking soon. Dua Lipa's song is good but the quality here is just so poor and your options for silence and other songs don't exist. You'll probably be stuck here for like 20 minutes unable to leave your phone and most likely you'll be referred to someone else where you'll have another round at level 2. However, once you've completed level 1 and 2, level 3 will leave you with unresolved issues, hopelessness and a headache.

4) Awful customer service experiences. You won't believe it after your recent ordeal battling through level 1 and 2 of this hellish process, you've now reached level 3, the final boss, the useless customer service worker that will suck the last remnants of life energy from your soul. After you state you're problem, you'll be met with the most disingenuous and umempathetic apology followed immediately by useless security questions like answering your name. You'll rarely be met with a solution, the most you'll get is an incoherent sentence that you'll have to either decipher quickly or ask the person to repeat over and over until you just answer 'yes' and hope for the best. Whatever solution they do offer, you'll be left wondering if they actually actioned it or when the action will take effect, most of the time they won't know.

In my most recent experience, I purchased a '14 day Go Roam EU Pass' as I'm in the EU but since purchasing it 3 days ago, I haven't had any data.

Did Three tell me they were having network issues before my call? No.
Did Three offer an apology? Yes.
Was that apology genuine? No.
Did Three offer me a partial or full refund or extra days for free because of network issues? No.
When asked by myself, did Three provide me with a partial or full refund or extra days for free because of network issues? No.
Did Three give me a precise indication on when the issue may be resolved? They said 'sometime this summer' :)
Did Three waste 45 minutes of my life? Yes.
Will Three charge me for this? Yes.

I'm excited to leave.