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Three Reviews

1.6 Rating 127 Reviews
15 %
of reviewers recommend Three
Company Reviews Questions Metrics
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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Anonymous
Verified Reviewer
“FURTHER UPDATE: THREE continue to harass me with constant text messages most of which are trying to entice me to stay. I've told them to stop messaging me. They refused! So everything I got one of these, I messaged their executive team. They responded by having Scott from their well-being team who deals with vulnerable and disabled customers get in touch to see how he could help. Apparently, the repeated 'Stop contacting me' message hasn't come through properly. UPDATE: Called back to try bribing me with 25 and 50 piund payments but werent able to assure me customer service wouldnt continue to lie. I told them i was not interested. He closed the complaint as resolved despite me pointing out it was very much not resolved and marking it so suggests no learning will come of it. They have hounded me with text messages and emails today. When i was forced to call customer service to tell them to stop, they refused. I contacted the Executive Team. They responded saying they trust I'm happy now the matter is resolved. Three teach their customer service reps to lie to customers when they make a mistake. I paid extra for an upgraded phone to be delivered on a Saturday. It didn't arrive. Neither did any dispatch notifications. On Monday morning I called Three and was told it would be delivered that day and I'd receive a message to select a delivery time slot. No apology was made or explanation given for why it wasn't delivered and no offer to refund the fee paid to specify Saturday delivery. Delivery was free for weekday delivery. I waited for a notification as promised but by 4pm I thought I better call them. For 40 minutes, I was lied to about them checking a DPD tracking number, checking with other departments and given promises that conflicted with what I was told in the morning. When I asked for the tracking number they admitted they didn't have one. I was put on hold 4 times and each time the poor woman came back, it was with another lie about the status of my phone delivery. I was transferred to another woman who - only once pushed, admitted the phone hadn't been processed for delivery. I was told I would get a message in 48 hours telling me when it would be delivered (a few days before Christmas). I would find out WHEN it was being dispatched 5 days after it was due for delivery! As she confirmed my phone hadn't yet been dispatched, I asked to terminate my Three contract which runs out this month. She refused in case I receive and keep the phone they haven't sent me!!! Sadly, this is not the first customer service issue I've had with Three. After my 14 year old son died, I tried to terminate his phone contract. They again lied repeatedly month after month that the account had been closed only for a monthly direct debit to come through for six long months. There was zero understanding of how distressing it was to have to explain about losing my son over and over again just to be disregarded with no empathy at all.”
Helpful Report
Posted 3 months ago
Alison Larkin
Unverified Reviewer
“Three teach their customer service reps to lie to customers when they make a mistake. I paid extra for an upgraded phone to be delivered on a Saturday. It didn't arrive. Neither did any dispatch notifications. On Monday morning I called Three and was told it would be delivered that day and I'd receive a message to select a delivery time slot. No apology was made or explanation given for why it wasn't delivered and no offer to refund the fee paid to specify Saturday delivery. Delivery was free for weekday delivery. I waited for a notification as promised but by 4pm I thought I better call them. For 40 minutes, I was lied to about them checking a DPD tracking number, checking with other departments and given promises that conflicted with what I was told in the morning. When I asked for the tracking number they admitted they didn't have one. I was put on hold 4 times and each time the poor woman came back, it was with another lie about the status of my phone delivery. I was transferred to another woman who - only once pushed, admitted the phone hadn't been processed for delivery. I was told I would get a message in 48 hours telling me when it would be delivered (a few days before Christmas). I would find out WHEN it was being dispatched 5 days after it was due for delivery! As she confirmed my phone hadn't yet been dispatched, I asked to terminate my Three contract which runs out this month. She refused in case I receive and keep the phone they haven't sent me!!! Sadly, this is not the first customer service issue I've had with Three. After my 14 year old son died, I tried to terminate his phone contract. They again lied repeatedly month after month that the account had been closed only for a monthly direct debit to come through for six long months. There was zero understanding of how distressing it was to have to explain about losing my son over and over again just to be disregarded with no empathy at all. UPDATE: Called back to try bribing me with 25 and 50 piund payments but werent able to assure me customer service wouldnt continue to lie. I told them i was not interested. He closed the complaint as resolved despite me pointing out it was very much not resolved and marking it so suggests no learning will come of it. They have hounded me with text messages and emails today. When i was forced to call customer service to tell them to stop, they refused. I contacted the Executive Team. They responded saying they trust I'm happy now the matter is resolved”
Helpful Report
Posted 4 months ago
Anonymous
Verified Reviewer
“Their app doesn’t work, no top up possibility anymore, have been to their Liverpool store twice and going the third time today, completely unheplful, sent me away each time saying it would be resolved in four hours or that my data hadn’t expired so I couldn’t top it up but neither of these matter, it just doesn’t work, absolute joke. My data pack also didn’t work on the last day of its period, it’s been issue after issue, would never recommend these to anyone so as soon as it’s possible, I’m going elsewhere.”
Helpful Report
Posted 4 months ago
Yvonne HALLIDAY
Unverified Reviewer
“Would give zero stars. My daughter has been a victim of fraud and Three Mobile keep fobing her off! It's been 2 months and she has had a default on her credit file despite notifying them multiple times. They keep saying we'll be in touch in 14 days or we'll phone in 24 hours. In 2 months no one has been in touch. Maybe they're calling the fraudster. Would not recommend in a million years!!!”
Helpful Report
Posted 4 months ago
Anonymous
Verified Reviewer
“The two different staff members who I chatted with today were polite and courteous - I'm grateful for their assistance. I have no complaints with Three's staff. What I don't like are the endless validation codes and numbers to press. This is toxic and unnecessary garbage that never used to exist ten years ago. We need a workers revolution to end this digital tyranny, it's getting completely out of hand. Also, I don't appreciate having to jump though so many damned hoops simply to terminate a contract that expired well over ten years ago. If I wanted to start a new contract I wouldn't be asked to jump over so many hurdles. They make it easy to join and difficult to leave.”
Helpful Report
Posted 4 months ago
Anonymous
Unverified Reviewer
“If I could give 0 I would. I orders the 5G tablet which was just a joke. Wi-Fi sucks and never worked so I sent it back and cancelled my contract. A month later they’ve claimed they never got it and now my contract has to continue. It’s an absolute joke. After trying to get through to them it says my wait time is 55 minutes. NEVER GO WITH THREE”
Helpful Report
Posted 4 months ago
JASON
Unverified Reviewer
“im going to start a riot on one of ur stores !!!”
Helpful Report
Posted 4 months ago
Anonymous
Verified Reviewer
“Poor quality of network , doesn't works at all. It doesn't have range in any areas. Waste of money and time”
Helpful Report
Posted 4 months ago
Laura Mathias Mathias-Clay
Unverified Reviewer
“Joke of a network, every interaction takes hours, literally, and then no further forward. 'Upgrades' to the service mean you have to have one email address per phone number - I have three numbers, so i can't access all of the accounts as I do not have three emails. Apparently I should set up another email address! Mobile data on PAYG never works. Will never use them again.”
Helpful Report
Posted 5 months ago
Simone
Unverified Reviewer
“I regret recently renewing my Three contract for two years. They are the cheapest network for unlimited calls, text & data but with poor signals Each month, their sales team phone me to try to persuade me to sign up to another contract & product. If i phone them about a network problem, after the call that person will be sweet talking me then will ask me to hold the line. I would try and hang up. Why? Because that person had transferred me to the pushy sales team. OMG... they make it difficult to send them an email of a official complaint. You have to give them up to 8 weeks to respond and then you can report the matter to the Ombudsman. They need reporting Yesterday. 31 Oct 2023 i had received a pushy sales call and then the next day. This idiot was not convincing. He sounded Asian, loud and hasty. He said, "mam, I'm calling from 3, pls confirm your contract & your phone details so i can give you 40% off your bill" I said what dribble. What he said. I responded. You'd have my details if you were a genuine caller. Now, i said. I'm going into a meeting. Mam,he said. I'll call you back later. I blocked him Three. When you hear about this review & respond, i hope that your regulators throw the book at you”
Helpful Report
Posted 5 months ago
Anonymous
Verified Reviewer
“DON NOT HIRE THIS COMPANY! They give really bad service, I had bad signal for months, until I actually lost all internet and conection FOR DAYS, and I use it for work. After hours and hours of calls they accepted to end my agreement, although they wanted me to pay for leaving earlier. At least, they agreed as I had absolutately NO INTERNET (i even bought a new phone), to let me end the agreement without paying. And 1 month later I received a request of money that I owed them, though I had a written message from them that I didn’t owe anything else. I called them (AGAIN) and they told me I was right and all was settled. Next, I started receiving calls, mails and SMS from a debt company, telling me I owed the money. Incredible! I have had to pay, obviously, an ammount I didn’t owe, after paying a lot for a service I never had. I think I have never seen a worst service. They only have 1 star reviews, wonder why…”
Helpful Report
Posted 5 months ago
Anonymous
Unverified Reviewer
“AVOID AT ALL COST!!!!! Poorest service and customer service you can get in the world. They should close down for the sake of UK. Never ever think of dealing with them.”
Helpful Report
Posted 5 months ago
Anonymous
Unverified Reviewer
“Mohammed T. from the support team in the live chat is very nice and could help us fast. The support was available within 2 - 3 minutes although it was already close to the closing time of the live chat support. Thank you Mohammed T.!”
Helpful Report
Posted 6 months ago
Humayun Farah
Verified Reviewer
“Deception trapThis is a fraudster's cycle of creating fake bills to harass and extort money from you.”
Helpful Report
Posted 6 months ago
Anonymous
Verified Reviewer
“Literally the worst phone network in the country. I have never seen my signal above 1 bar. Pathetic.”
Helpful Report
Posted 6 months ago
Anonymous
Verified Reviewer
“Both my sister and myself have been overcharged on multiple occasions! with no justification- I highly recommend against three and I would recommend other networks like giff gaff. Three's customer service is beyond horrible. It came to a point that they were unjustly charging my sister and myself roaming charges of £100 approximately a month when roaming wasn't even used”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“Had no access to my purchesed data allowence twice this month due, payed £15 for a day. Web site shows a have data allowence but no data work, from the allowence I payed, but mony been taken from money remaining on my account which cost unbelivable. Cant get any support from they customers service which is usless.”
Helpful Report
Posted 6 months ago
Mostafa
Verified Reviewer
“I've had some terrible experiences with companies before but Three has been the worst without doubt. Instead of using colorful language to explain my issue, I'll just present a timeline with solid dates and let you judge for yourself. - I signed a 2 year 5G contract with Three in October 2022 and tested their speeds and verified it's all fine. - In July 2023, my partner noticed that the internet speed was gating her work and speed tests showed only 60MB/S Download and 2MB/S upload on Ethernet which is way less than promised. - Reported the issue in last week of July and one week later, the technical team explained that there's an issue in our area and they have no idea when it will be fixed. Also, that issue has been there since May but we didn't notice it. The Technical Team offered to cancel our contract and waive the fees which we gladly accepted. - 2 Days later I called again to verify as no email was received. The Cancellation team had no idea about my cancellation and after an hour of talking nothing happened. I hanged up and called again but went to the Technical Team and voila ! They know. They promised the return package will be sent within 72 hours. LESSON ONE: Different teams in Three has no idea about anything related to your issue and can't really check it cause they are not allowed to see that info (As explained in one of the calls). - It took 3 weeks and about 7 calls each at least half an hour and always involves the agent having no idea what I'm talking about or saying that the previous request was not done properly to finally get my return envelope. When I got it, I received three of them! - During these three weeks, the one time I received help was from the complaints team who asked me to cancel my direct debit and gave me 2 months of credit till the return has been sorted. LESSON TWO: With Three, people who can really help are the complaints team but you'll be allowed to speak with them only after you've rejected the nonesense solution provided by other teams and insisted to talk to the complaints team. - I packed my device and sent it back on the 20th of August. It arrived on the 21st as per the tracking number. - Few days later my account was still open so I called to enquire and they have no idea that my device was returned. A ticket was filed to trace the device along with the tracking number. - One month later and about 5-7 calls and chats and my device was still not found. Again, everytime the agent has no idea about my issue and everytime they say they'll raise a request. I've given the tracking number so many times that I memorised it. - Finally, the solution came from the complaints team again. It's not that they found my device, it's just the agent offered to just cancel the contract and waive all the fees as promised. I went for dinner to celebrate! My conclusion, I understand why is Three charging very less for their services. They provide little to no actual support and when their service breaks down they don't even fix it. I don't blame the dozen or more agents I've chatted with, they were all polite and professional but I can see that they really have no way to help me. Three hires lots of agents in low cost geo zone to save cost but they don't really have anyone here to send a return envelope or verify that a device has been returned. I'm very happy my relationship with Three ended.”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“I've never had so much problems I've literally took a small hum out which lost connection after about 1 or 2 so I called and got it sent back also had 3 simcards which were all unlimited but when my mom pum the sim in Internet lasted like 20 mins and then found out it was not unlimited the people on the phone are so dumb u try speaking to them and they dint know how to communicate well they are so thick we are now on phone to management and also going through complaints and things not sorted I will not be paying also FYI DO NOT COME TO THIS COMPANY”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“DONT go with Three. They were ok when I joined 15 years ago, but are now appaling. Their "New App" (and Web) gives me less information than I had before, it also seems to have messed up their back end systems. They no longer know what day it is, apparently the 14th Sept now falls BETWEEN 15th Sep and the 14th Oct ! Everything used on 14th Sept now comes out of this months allowances ! A simple call could fix this in minutes, BUT NO, every obsticle is put in the way of sorting this. Your not even allowed to show them their OWN documents. Worse still, they are using their mistakes as opertunities to trick people into paying more money. If I let this go I will end up paying them for their mistake ! Customer Service is designed to discourage contact from all existing customers. They only want to hear SALES. Dont bother with them, and this now includes Vodaphone. For some reason the regulator is allowwing them to merge. Apparently 4 spectrum owners is too many ! There doesn't seem to be a zero star option on this site.”
Helpful Report
Posted 7 months ago
Three is rated 1.6 based on 127 reviews
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