After being with Three for several years and paying them thousands of pounds, I have decided to terminate my contract with them. So called them and asked for a PAC. The customer service person would do anything but agree to your request for a PAC. He kept bluffing about how good they are and just wouldn't honour my request. So rude! Tried passing my call to other teams. Finally got disconnected. Called again. Got through to another woman. The same! She kept trying to sell me another deal rather than provide me with a PAC. Put me on hold for about ten minutes for no reason. Finally agreed that she'll generate a PAC, but can't give it straightaway. Apparently it will take 24 hours to get one. They will text it to me by the end of the day. That never happened. I waited another day. Called again. Another woman answered. Said she was deeply sorry that I did not receive the PAC. Blamed it on a technical problem. Still started selling me Three again and tried to discourage me from leaving Three. After a lot of effort, she agreed she'll get a PAC. But it will take 4 hours this time. She'll text it to me. Moreover, she will call me as well and make sure I have it. Waited 4 hours, 8 hours and 40 hours! Nothing yet. Checked with Ofcom - they are clear that all mobile operators are obliged to provide PAC straightaway (the most they can take is 2 hours). I am writing to Ofcom and my local MP. Also a complaint letter to Three. Three doesn't give a s**t for their customers. Just knows how to exploit their customers. Never ever will give them my money.
Diana Nikolajeva found this review useful
its is chep than that nothing is much of a pleasure if you are with threee , they dont care to the bit ur needed for the business.
My first experience with Three was generally bad, it was before i cancelled my contract with Orange to take a new contract with Three.
What happened is they called me claiming I could get a Galaxy Nexus brand new on a one plan for £25 for 2 years with a free phone, bargain right? that was in January-February time i told them i will consider it as i really wanted the phone, when i actually got to buying the contract everything was confirmed, but he was just confirming the details, only to find out the idiot calling me wasn't selling me a Galaxy Nexus at a bargain price, instead he was selling me a cheap Samsung crap phone for a rip of price, i got really mad, i called Three headquarters and made sure i was heard, doubt that guy was fired or taught a lesson.
Now that i am a three customer with a new contract with a HTC One X i had more bad experience, firstly when i went to the store to purchase the phone on a new contract i asked whether coverage in my town is good and if it's HSPA+, i got told that the coverage is amazing and yes it's HSPA+, through usage i discovered that coverage is fine, but it's not HSPA+ but rather a slow HSPA. While i was mad i took to twitter to ask their support when they will be upgrading the coverage in my town to support HSPA+, they told me they had no clue, they don't know when, they don't have any maps that would tell them either, then i discovered that Three was upgrading the whole country to DC-HSPA (it can reach speeds of 42Mbps), since they already begun upgrading cities to that new network it got me even more bad, they have absolutely no clue when i will get HSPA+ let alone DC-HSPA, i'm stuck with low speeds of 2-4Mbps and for all i know i might not get HSPA+ within the 2 years of my contract.
Now few days ago i got a call from Three again, trying to sell me more crap even though i already have a £35 contract for 2 years, they told me i was a loyal customer (get it? i was only their customer for 4 months haha) and i was entitled to a great range of deals, so even though i couldn't care less about buying a new contract i listened to see what lies i will be told this time, and wouldn't you know it was worse than last time...
The guy on the phone told me he had great deals on 2 year contracts for £15-17 a month on 2 high end mobiles phones, price is right but wait until you hear what the so called "high end mobile phones" were... Nokia Lumia 610 and another cheap Samsung crap phone (i didn't take note of the name) i argued with the guy for about 5 minutes, he didn't listen.
My advice is, don't go with Three, whenever you get a call from them trying to sell you crap just say you aren't interested otherwise they will keep calling you few times a day until you answer.
If you are after unlimited internet then yes, Three is a great mobile network for internet just don't expect to get an ETA on when you might get your network in your town upgraded if it isn't already. Their customer support is awful as well as their selling agents who are clearly from India or wherever three could get cheapest labour
I've been with 3 for many years now and never had a single problem I've had brilliant service from my local store and the products and packages have been exactly what I wanted. The only issue I have experienced is during their signal mast upgrades currently going on they managed to break the mast completely with has resulted in very little signal or no signal at all for 2months now. The problem is being fixed but taking a lot longer than they originally said it would.
After reviewing DPD , I feel I also have to review 3 for their complete lack of manners.For 3 weeks now I have been in touch with 3 about an I Phone that I never received , but supposedly was signed by myself?Why would I waste my time calling this company 3-4 times a week,seeing solicitors and police if I had received my product?I keep being told that their records state the parcel was signed by me,because obviously the customer is the liar and there is absolutely no way that the courier driver could have forged a signature or delivered it to someone else!I am being called a liar right left and centre and being forced to pay £10 per month over 24 months as a gesture of 'goodwill' from 3...Absolute joke.Where is my phone?
14th September 2012,4 weeks after the supposed delivery and many many emails and phone calls,3 mobile have given me the tracking number for my parcel.Still claiming that I have this phone.Why would I waste 4 weeks trying to get a phone if I had received it?And I have been charged £32.98 for a product I have not received.2 of the most unhelpful companies.I just want my phone.
I use three for mobile and 3G connectivity, their "One Plan" is excellent. You can connect upto 5 wifi devices to their mobile phone and browse the Internet - brilliant and very useful.
The inclusive talk time is very good too, thousands of minutes included to any network.
Watch if you are intending to use it to download loads of data (probably >20GB per month) there are reports three will slow your connection. Its been great for us, but then we do not download videos or large amount of data via the mobile.
Good support from day one. Thanks Three!
Please read my letter I sent to 3 couple days ago...
I have been your customer for more than two years and I always payed my bills correctly.My monthly payment was £45 for the last 24 months,however I payed about £2000 during this two years period because I was using your services abroad,made calls to abroad.I was totally satisfied with your services that's why I decided to stay with you for another two years and renew my contract with an upgrade.It was the biggest mistake in my life...
I usually never check my details of my bill but I did once recently and I noticed some very strange stuff.The bill shows that I have been charged for RECEIVING messages in the last few months!This is correct I was receiving these messages and I thought they are some spam messages from some porn site and I replied sending the word "STOP" but nothing happened.I have to tell you I NEVER registered on any porn site and NEVER watch porn and this kind of stuff on my phone.So I decided to call your call centre on 333 and find out what those messages are.I spoke to few people there and they said they can see the number who keeps sending me these messages and they can stop and block this number.I was quite happy with this and I thought the problem is solved.But it was not solved at all.After few days I received the same messages from the same number (69036) and I got charged for them again.I replied "STOP" again.Same thing:nothing changed.I called the customer service again and again and again...They kept saying the same thing every time I spoke to them and I get fed up!You have to know that I am a very calm and friendly person and I get fed up probably once a year.I have to say your call centre service is more than ridiculous!After this torture I decided to changing my phone number.I thought if my number gets changed they wont be able to send me those bloody messages any more.I called 333 again and was asking for changing my number.First time I called they said I need to pay £10 fee for it...and here I lost my patience again.How dare you charging one of your best customer who payed about £2000 for your services during the last 2 years????This is the most disgusting thing I have ever seen in my life!I told to the guy I'm not going to pay the fee and if I really need to just cancel my contract right away.He spoke to his supervisor and came back to me saying I don't have to pay the fee but this is a once in a lifetime opportunity.How ridiculous is that??The supervisor must be a real gentleman!After that I agreed to changing my number for free the guy asked me to staying the line...he came back after 10 minutes saying they got some technical issues at the moment try to call them back tomorrow.This call took about 25 minutes and we ended up nowhere!As the guy suggested I called them back next day,Same thing happened...arguing about the fee,waiting for supervisor,listening to melancholic music while I was waiting for the guy again and after 25 minutes the same thing:SORRY,WE HAVE TECHNICAL ISSUES,CALL ME BACK TOMORROW!I call them back three more times but the same happened every time I spoke to them.I gave up.I printed out all my bills as an evidence of mischarging me .I go to visit an ombudsman and probably go to the court after.I am deeply disappointed and disgusted in your company.
One more thing:I was trying to buy an iPad from you and sign up for an other contract for two years but I have been declined on a credit check only because I recently moved and changed my job not because I got no money.This is a very sad thing making a credit check on a good customer like me.Check my bill history...that should be good proof enough to get an other contract with an iPad.I was going to pay the £99 upfront fee and £29 for 24 months.Now you are about to lose a satisfied customer because of these things above.The poorest customer service ever.What a shame!
I will pay my outstanding balance witch is £96.23 and after that I wont pay a penny for the following 23 months.I would happily pay off my iPhone handset's outstanding balance.Please send me a new payment plan and cancel my contract or send me a new solution or offer.
Gyorgy Szanto (an ex-satisfied and deeply disappointed customer)
I am writing following several attempts to solve a serious problem I have had following purchase of a phone and contract online. My phone has not been delivered and yet I am still paying the monthly fee. I have tried the online "complaints system" a number of times to no avail (they just did not get back to me), and calling customer services was completely useless. It is now over a month since my phone was supposed to be delivered.
Keep reading for the full details...
I ordered a phone and contract online from Three and DPD were the chosen courier.
My parcel was supposed to be delivered on the 12th of June. I heard absolutely nothing that day, but the following day a failed delivery slip was left - one day late is forgivable and probably better than other companies offering the same service. I found the delivery card straight-forward, completed the section which said "leave in a safe place" and left the slip outside my door the following morning. Having previously heard good things about DPD, I did not hesitate to have the delivery man leave it outside the flat. That evening, both the delivery slip and parcel were nowhere to be found, as it was late I decided to leave it until the next day to call. The next morning I found a new delivery slip, not in my flat or outside the door, but downstairs in the entrance hall to our set of flats. It seems the delivery guy could not be bothered to come up to the flat. I took this new delivery slip and completed the form online describing my "safe place".
The next day (four days after the supposed delivery day) there was yet again no package. After checking online, I realised that the package status was "delivered" and when I called up customer services said there was nothing they could do until the following Monday when someone could talk to the driver. I heard nothing from DPD after that phone call. I called Three the same day to let them know the situation and they said they would also investigate with DPD and let me know within 48 hours. 48 hours later I had still heard nothing from either company, so I rang up Three once again and the customer service operator said exactly the same thing as they had previously. The next day I received a call from Three - as I has authorised DPD to leave the phone in my “safe place” it was my fault the phone was missing. Three would not pay to send out a new phone and there was nothing they could do. They did not offer any further help or advice, and did not even say how or when I could get my sim card.
Let me describe my "safe place" - it's a box outside our front door, on the top storey of a block of flats with a locked entrance. There are only two flats on the top storey (six flats in the whole building), and in the three years my housemate has been at the property she has not once had an issue with a parcel going missing. We have had countless parcels successfully delivered to us after being left outside our door, including boxes of wine and an ipod. I have since checked with all my neighbours to see if they buzzed anyone in, accepted delivery or indeed saw a delivery man that Friday, but have come up with nothing. An area which is not accessible to the public was defined as safe on the DPD website when I arranged redelivery.
I am now stuck in a 24-month contract with no phone, and no way to claim back anything. I feel that when I purchased my contract it was Three’s promise to provide a phone, and seeing as I have not received a phone I feel I am within my rights to stop paying my contract, but I don't want to get into further trouble and don't know how it will affect my credit rating. Spending more money on a new phone isn't an option for me now, which is why I chose the contract in the first place.
I also am completely unhappy that it is me having to go between Three and DPD, spending countless time on customer services trying to resolve the issue when it should be Three who resolve it. I have tried to contact DPD numerous times (and they have actually been helpful) but they will not complete an investigation without Three initiating the complaint.
In addition to this, the way that Three has dealt with my subsequent complaints is completely unacceptable. Following my phone call with customer services I made a complaint with the tracking number online on the 23rd of June. I received an automated reply on the 25th of June saying that the team were dealing with it and would contact me “in the next 72 hours”.
I also received a text message on the 26th saying that they would come back to me “within 10 working days”. In addition to this, Three's website says “If we cannot contact you, we'll leave a message and a direct number for our complaints team”. No such luck. On the 9th of July I still had not been contacted at all and sent in a second complaint – which I didn’t even get an automated response for. I have received no contact since.
It is now over a month since my phone was supposed to be delivered. I feel completely helpless and taken advantage of, and both DPD and Three have offered no help or advice to solve the problem. Surely both parties should be protecting their customers against things like this, and where a "safe place" is indeed safe and only accessible by 6 neighbours through a locked door they should not be blaming individuals for the error.
I do not think that this is Three’s fault; I think that this is DPDs fault, but Three are contractually obliged to provide me the phone and contract that I have paid for, and resolving the issue with DPD is their responsibility; not mine. Otherwise I feel that I am within my rights to stop paying the contract, and should report this incident to Ombudsman Services, and as a theft to the Police; at least it may stop the same thing happening to someone else.
If I could go back in time I would pay more and stay with my old provider. The way I've been treated and my problem has been dealt with is completely unacceptable.
I was a Three customer a few years ago (around 2004-2008) and they weren't very good. Bad reception, bad customer service, bad handset choice etc. So I was actually quite reluctant to use their service this time round.
My contract with one of the other networks ended in April 2012, and I wanted to get a new contract on the iPhone. Three were the only company offering unlimited data plans (including tethering which most networks don't seem to offer for free) which is what I needed. As well as this, it was actually the cheapest iPhone contract available for what you were getting (The One Plan with 2000 minutes, 5000 texts and tethering included - all for £34 p.m. + £49 for the phone).
Due to my reservations, I asked around and seemed to get mixed reviews regarding moving to Three. To deal with the potential reception issue, I got a free PAYG sim to test reception at home, at work and along my usual routes - it was about as good as I was getting on all other networks.
I then decided to go ahead with my purchase. It was actually surprisingly simple on the website (a huge improvement on the old layout). The only downside was that it doesn't let you complete the purchase, and instead tells you that there has been a problem with your order (hence -1 star). A friend had told me that this happened to him as well, so I went ahead and phoned customer support. They were quick and helpful and told me they just needed payment for the phone and it was despatched that day.
Since then, the billing has been simple, I haven't received unnecessary calls and texts from customer services...yet (another improvement).
Overall, I am impressed so far.
From my experience, I am not happy with this company.
1. very weak signal in glasgow especially in glasgow university.
2. the sales person did not tell us required information and even lied to us which really make me so disappointed.
3. very high price charge for not free landlines compared to other companies.
4. et al....
At last, never ever choose three !
I Have been with three for over 3 years now and I would recommend them to anyone,
I use my mobile all the time instead of my land line as it works out much cheaper. I have a great package with internet and all the minutes I need for a paltry sum and I rarely have any trouble with network. They are great with communication if they need to let you know there is something going on in the area which may interfere with calls (and its not very often).
The customer service is always helpful and answers quickly and always offers me great deals but doesn't nag me if I don't want them.
Go with THREE it's great.
Upgrades are offered prior to the current contract finishing by as much as a month. Upon acquiring a new phone/contract the tariffs are amongst the lowest available with an abundance of pre contract options to help you lower the overall cost of your device. The help, advice and expertise you receive in store is second to none leaving only the telecommunication after support something to be desired.
My experience of Three doesn't really deserve the 2 stars, apart from one person that I spoke to within the 3 months of cancelling my contract was actually helpful.
The coverage and support from Three was that bad I eventually cancelled my contract by going through the ombudsmen. No one within the call centres seemed to have any idea of how to help people unless it followed their script :(
Placed an order for iPhone with promise of next day delivery before going abroad. Phone never arrived, when called Three staff couldn't care less didn't seem bothered that I had to cancel. Poor service from a large company.
Still no confirmation of my cancellation :(
Recently taken out 2 contracts with Three, a mobile phone contract and broadband contract.
Phone first, I've been pretty impressed so far wti the service I've received. The website is easy to navigate and when I've needed to speak with someone on the phone they've been very helpful and knowledgeable.
Broadband was a very different experience, the lady in the store was a bit clueless and tried to sell me something that wasn't in the system at that time - therefore not able to process a transaction. So that option was quickly withdrawn from the list of options available to purchase on the day. The deal I purchased was a rolling contract, 30 days cancellation notice. I wanted to TEST their service for that initial 30 days and THEN if I was happy, take out a new contract. So my aim was to cancel the service on the day of purchase, thus giving the company the 30 days notice they required.
Trying to get through to someone to make this happen was like trying to get blood out of a stone. After 4 telephone calls (3 of which were cut off) I finally found someone who was able to help and talk things through with me. I won't go into the specifics but I will say that after that conversation THREE and I were best budies again. Though I was on the verge of cancelling everything and taking back the broadband items I'd purchased.
So a mixed review here.... Customer Service wasn't brilliant but one person turned things around for me. Because of that I'll rate their service 3. Could do with some training of their telephone staff in helpfullness and knowledge.
3 Mobile offer a MiFi wireless internet Pay as u Go service. Unfortunately when using some devices it is impossible to complete a full range on services such as accessing one's 3 account and managing the payment arrangements . This is because it uses a secure verification service and somehow on some devices it prevent the verification window from loading. Thus it prevents account management and therefore no mobile internet access. This is extremely frustrating when it is within their own ability to make their website easy to use, and renders it impossible to achieve the only intent of mobile internet access.
To amplify my assessment of poor service the website offers an online feedback on customer experience. I filled it in to vent the frustration of not accessing the service and got an "unable to process your feedback" response which i think summed the situation up exactly!
I was particularly irritated as i read in the media that they want to increase their market share and with the level of service encountered doubt it will happen. Pull your socks up. MiFi and PAYG is a great product - manage it!
ive tried the rest,and they werent the best,so i now go to the best 3 mobile never every had a problem 10 out of 10 well done
They failed to provide the serice bought. They were given written notice that was so and given time to provide it or I would consider the contract terminated.
They ignore this as they did all letters whether sent by recorderded and even registered delivery.
They passed it to debt collectors who gave up when they saw the file. Unbelievably a further 2 debt collectors got involved they too gave up on seeing the file - as there was clarly no debt as all bill were paid up to the time of the contract being terminated.
I'm not too happy customer. 5 years, 2 mobiles and broadband on contracts with three.I never had a proper chance to choose phone or broadband dongle for contract continuation. Should get a link and do this online. I have hard selling guy on phone instead. It looks like that: I tell him what I want, he ignores this and is sending me what he wants to sell. Everytime like that. Plus every month someone is calling trying to sell me another contract. Wrrrr! Recently I bought in the shop three pay-as-you-go sim card for one my old phones, to use with navigation in car. Registered my credit card with it, all details correct. It took them 2 weeks to..block that sim card. Only way to prove the card is to send them.. credit card statements.
They have all my details. For 5 years. Don't like me using pay-as-you-go? then I don't like three!
These people try and sell you something each time you get in contact with them. Be it a bother you have with your phone or your account they will not have a clue about it but they will see if you are interested in this item and the next to buy. When i opened an account with them, my monthly bill was never what i was told the amount was going to be. It was always higher and i was never told by the customer services dept what it was that i had spent the money on as it was ok, i still had some left.
Bought 100 pound dongle for a house move. Allowed 12 Gig usage. After 2 weeks of 'normal' use, the status says I'd used half. There's NO WAY. I work in IT and just not possible.
This was confirmed after spending over an hour with their condescending tech support. The jokes:
1. Did you forget and leave it on? (No.)
2. Our computers are always right. (Laugh.)
and the biggest one:
3. You used it for 4 hours this morning, between 8:30 and 11:30. (I wasn't even in, the computer was off, and the dongle unplugged).
The status also shows that I apparently have been online for 177,000 hours. That's a lot for 2 weeks. I wish I had that much time in 2 weeks.
Talked to rep after rep - same BS, repeating junk off a computer screen, which NEVER is wrong - although every rep's story was different as to the actual usage.
Truth is: they don;t know, and I'm getting shafted for it. SO SICK of being ripped off in this country with no real controls on these cowboy telephone and internet companies. It's a joke.
I'm going to fight it through my credit card. I don;t have another '3' hours to spend on a customer service line, for which I'm being charged, and NO YOU MAY NOT remotely access my computer - yeah right, by some stranger in India?? No!
You've been warned.
Avoid 'dongles' - it's a rip off
Just got rpyally ripped off by 3, and am chasing them through cc company and Ofcom. They sell these 'dongles' - they don;t work well, and the time keeping is rigged to run out well ahead of your actual usage.
The game is they claim you had it on when you didn't, and then fight you with call centres in India and claims that 'your friend must have borrowed it'.
These people are running a scam, and it is deplorable in the UK that the consumer has no recourse against these thieves.
Avoid, avoid, avoid.
I have a 500min (etc) SIM only deal, with them with 12m to go on my little contract. I wanted to upgrade to a Galaxy 3 but they refused my £36pm unless I agreed to pay £96 cancellation! Barmy! I will stay as I am and then migrate to a better coverage company and get the latest phone cheaper there. Madness. Not like a Hutchison company at all. They don't deserve to survive.
I have been with Three Mobile for the past 3 years (no pun intended) . What attracted me to their offering was their competitive pricing .
Their network coverage is great in big cities and they cannot be faulted on that ; however , there has been times when I visited smaller towns when I had little to no network coverage . This wouldn't have been such a problem if no-one else had no reception , but in this case I had someone with the same mobile phone and a different network provider who had full signal strength on his mobile phone .
They have since invested in their infrastructure in a bid to broaden their network coverage so I cannot comment if the above mentioned problem has been solved or not , as it has been a while since a visited a small town or village .
They marketed themselves as a company who specializes in 'mobile broadband' with free Skype services being sold as part of their package , unfortunately even on a high connection speed mobile phone with a full coverage strength from Three , I was less than impressed with the call quality on Skype . On my home broadband I have excellent Skype call quality . This issue might only be resolved when Three rolls out it's LTE broadband in the future , unfortunately they have prematurely created an expectation with the Skype bundling package , which they couldn't deliver on .
They do engage with their customers to try and gauge customer satisfaction , which is highly commendable . Their customer service , just as allot of other companies for cost cutting reasons , have exported their customer service center to an Asian country where the customer adviser tries to answer all your questions with a drilled in answer formula , which Three hopes will cover all the questions you have , unfortunately they lack good listening skills which results in answers been given that isn't relevant to your question .
My contract with Three is up for renewal soon and unfortunately they have repaid my loyalty with giving new subscribers to their services better deals than what they are offering me , so I will look hard elsewhere for better deals when the time arrives .
I think Three is on the right path , but being the mobile entrepreneur that I am not , I would say they have made some bad choices along the way , but are trying to improve . Not much different from myself .
Update : 21 July 2013
I had to give Three another star as we had moved to a new house only to find out that I couldn't receive or make calls or use the broadband on my phone after checking that the coverage would be fine in the area . I called three technical support and they ran through some diagnostic tests to make sure that it wasn't my phone settings that effected the phone signal . I was impressed with the fact that every time I had called they had made notes on their system so I didn't have to repeat myself . The technical team were always polite and was reliable when they had made promises and within two days I was able to make and receive calls as well as being able to use my phone broadband again . Great work Three !
Very very poor service. Rubbish customer executive. . order a phone and wanted to exchange . I havent received the phone they say sytem error. no manager to come over the phone. manager is in meeting all the time. what is this? big company no manager. rubbish
as it says in the title Fastest and best connection in the sp4 bulford area
Amazing coverage, 6 years ago I tried 3 and vowed never to go back, they have however, improved their coverage immensely and their internet speeds are second to none.
I have been appalled with Orange, and their customer service, but, actually gave me an opportunity to try out different service providers, t-mobile -O2 - Vodafone etc, and found 3 to to be the best in both their deals (15 quid for unlimited and fast internet) and coverage has been superior to them all.
I realise that my experience is conditioned to my location and coverage.
Overall though, very good. Thanks 3 for liberating me from Orange.
Three sold me a phone stating that coverage was in my area. No coverage. Returned the phone after 9 days as I was away working and they were dreadful They have subsequentley put the debtors onto me. Outragous company service. Do not go anywhere near them
I'm on my second 3 contract and have moved my parents over to 3 also. It is the cheapest I have found, the staff are helpful and it has the strongest phone/internet signal I have found. (And I'm currently on the hilly, Welsh coast). I will keep returning to 3 :)
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