Three Reviews

Name: Three
Rating: 1.57

1.6 Rating 167 Reviews

14 %

of reviewers recommend Three

Company Reviews

Questions

Metrics

1.6

Based on 167 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

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

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Posted 2 weeks 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.”

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Posted 3 weeks 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 1 month 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 2 months ago

“Pathetic customer service! Would never recommend.”

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Posted 3 months ago

“Useless, liars.”

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Posted 3 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 3 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 3 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 4 months ago

“Stay away from this company at all costs, cancel contracts when they want, zero customer service and good luck trying to solve any issues you may have with them. It's crazy that firms can operate like this in 2024, do yourself a favour and go somewhere else.”

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Posted 5 months ago

“My god,, Three EE Mini Hub - Do Not Order My god,,, what a company, I ordered a Three EE Mobile hub as was moving home, I went through a 3 hour process with the call centre in India, I told them I wanted the hub for 1 month as my broadband would take time to be installed, no problem I was told, £29 for the month and cancel contract after order was processed and there would be no issue, today I got a bill of £245.40 , avoid this company at all costs..”

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Posted 6 months ago

“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.”

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Posted 6 months ago

“Three's bereavement procedure if totally ineffective. The service is appalling, at the most difficult time anyone can experience they cannot do their job. Nearly 7 months later and I am still receiving bills for my late partner. I have been into store, multiple phone calls, multiple online chats. They are a disgrace, avoid Three at all cost!”

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Posted 6 months ago

“I had purchased a SIM card online and I received the delivery in 4 days. I did not even open or use SIM card but I received an email that I am charged for the 4 days of delivery which is absolutely ridiculous. The customer service personal failed to explain why I am charged for this and throughout the conversation did not apologise. I cancelled the SIM card and her attitude was ok we don’t need customers.”

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Posted 6 months ago

“Terrible company, unlimited sim never worked, told i would have to pay full contract to cancel, so kept and never used. tried cancelling today 28/08/24 told there would be a charge but i can't pay this today i need to wait untill October. then i asked well whats the point of the charge ill just let the contract run out - oh no, if i don't cancel it will auto renew and they will keep charging me. you should have a reasonable working product and if it does'nt work you should be allowed out of the contract - these are nasty crooks - stay away”

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Posted 7 months ago

“Once again another utterly useless experience with Three. 40 minutes spent talking to a so-called customer service agent trying to re-register for an account after leaving and returning as a customer. I managed to re-register online but after all that effort I still can’t use the app because it says my account is closed. Do yourself a big favour and avoid these clowns.”

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Posted 7 months ago

“I have never been so dissatisfied with a company in all my years. All I wanted to do was simply upgrade my device + plan, I firstly went into the store and told the employee about a deal that I wanted. (Samsung Galaxy 6 Fold full bundle with 25gb data for roughly £65 a month) The employee stated that they could not provide the buds and offered me a deal for the device only. I took the device with the option of a 14 day cooling off period. Upon speaking to an online assistant I was told I could cancel the deal I made in store and get the original deal advertised. They then informed me I had to go into the store again to cancel the deal in person, i informed the assistant that I have 2 new borns in my house and this would be difficult however I managed to get back to the store. The store assistant then cancelled all of the deals, however couldn't put me through on the original deal that day due to how recently the device only deal had been cancelled. The store assistant told me to get the original deal I wanted online. Upon going back online they told me I have to now wait 90 days to fully upgrade my device and plan. All I wanted was a simple upgrade on contract and device and I have spent over 3 hours on a live chat and had 2 trips into a store, this is with 2 new borns in my household under 1 month old. I have been a 3 customer for roughly 10 years and I have never felt so disheartened with a company”

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Posted 7 months ago

“Utterly appalling and useless customer service. I tried to upgrade to a new contract on their phone app but all of the upgrades were coming in at £50+ per month. I looked online and found a contract with them on a comparison website (there were no contracts like this on their upgrades part of the website/app). I used their webchat service to ask what I needed to do next because I was still paying monthly but outside of my contract. I explained all of the above to the idiot on the webchat. It took them an entire hour to finally help me but not before they tried to upgrade me to a £50.94 per month, 36 month contract. When I told them to go and multiply they came back at me with a £29.94 per month contract for 36 months. Decided to complain but judging by online reviews, this will be a waste of time. Avoid these utter idiots.”

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Posted 8 months ago

“Three is the worse ever . Please don't ho near ... They are terrible in every aspect and thief aswell.”

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Posted 8 months ago

“Rubbish experience, what they advertise is not what you pay, it's always more, three are a spent force, the future looks bleak, time for a change”

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Posted 8 months ago

Three is rated 1.6 based on 167 reviews