Three UK Reviews 

Shane was fantastic showed me how to use watsapp

The story starts on a Wednesday.i visit the store in cribbs causeway looking for a mobile broadband router. Spoke to several staff members. All were generally polite but it eventually seems that they don't seem to know what they are doing. 2.5 hours later after being told there was a hub in stock the sale has been "stuck" in the ordering system. I was told that they could order a new hub and it would be ready to collect the next day. OK i say. They promised to call me as soon as it was there. Next day comes and goes. No call, no email, no way to call the store (Really good for a phone company, right). So i go back to the store the next day only to be told that the hub hasn't been delivered. Another 2 hours of my time wasted. They offer an alternative to order one to my home and it would be there on Monday. Ok i thought that may work. Start the order process with yet another staff member, That's 5 staff members in two visits. As the order progresses more id checks and contact info for about the 10th time, I'm told that its actually Tuesday that it will be delivered. Apparently the courier doesn't deliver on Mondays. Absolute Joke! No apologies, no alternatives, no suggestion to contact another store to find a hub for me. Extremely poor service. However due to our situation a mobile hub is the best solution so we persist. My wife orders a hub online from the store in Bath, a 45min one way drive from our home. Overjoyed that we found a hub we go to Bath to pick up our hub. All seems fine. Staff member is again polite and she brings us a hub from the store. We assume it the correct one for the order. More checks, banking info and contact details, assuming this is to check she's giving the hub to the correct customer. We walk out of the store assuming all is well. Get home plug the router in and no signal, no connection to the Three network. We stay up untill 3am reading blogs, going through help suggestions, disconnecting and reconnecting, checking the sim multiple times but no connection. Next morning we call customer service and explain the situation several times. It turns out the staff member in Bath had created a new order, new direct debit with out our consent, provided no receipt or paperwork or verbal confirmation that she was doing this so we now had two orders in our name for two hubs, one from the online order and one from the store collection. So 1.5 hours on the call with customer services we get him, reluctantly, to cancel one or the orders but we'd have to take the hub we have back to the store in Bath, 1.5 hour round trip+ 2 hour in store. We take the hub in, go through the whole story again with two more staff members (that's 8 in total inc customer services). The staff in Bath on the second visit seemed to know how their systems work and were able to see the order for hub we picked up on the previous day wasn't completed correctly, therefore the sim/account wasn't activated hence our inability to connect to the network and...the order was yet again stuck in the system. We eventually walk out with the correct hub after it being setup in store and tested. So what should have been a couple of hours at most turned into a 5 day fiasco.
FOR A COMPANY WHO'S WHOLE EXISTENCE IS FOR COMMUNICATION ITS ABSOLUTELY DISGRACEFUL FOR A CUSTOMER TO FIND THEMSELVES IN THIS SITUATION. YOUR SYSTEMS ARE COMPLICATED AND CLUNKY. YOUR STAFF HAVE NOT BEEN TRAINED TO THE CORRECT STANDARD TO DEAL WITH CUSTOMERS AND ARE OFTEN JUNIOR STAFF ARE LEFT TO THEIR OWN DEVICES. THERE IS NO WAY TO GET HOLD OF STORES DIRECTLY. THERE ARE NO MANAGERS AVAILABLE AT THE WEEKEND WHEN MOST CUSTOMERS ARE THERE TO HELP WITH PROBLEMS. THE CUSTOMER SERVICE NUMBERS REQUIRE TOO MUCH INFORMATION TO EVEN GET TO SPEAK TO A PERSON AND OFTEN THE INFORMATION NEEDED HASN'T BEEN PROVIDED. IM SHOCKED THAT IN THIS DAY AND AGE THREE CANNOT GET THE BASICS IF THEIR CUSTOMER SERVICE RIGHT. ABSOLUTE JOKE OF AN EXPERIENCE. VERY FRUSTRATING. VERY STRESSFUL AND NOT A COMPANY I WOULD RECOMMEND TO ANYONE.

i got a great service from Rasheed.. Very professional and a nice guy.

Was with 3 mobile for around a year, customer service is painful and eventually they ended up essentially stealing credit when a card was changed on the account. When pressed on the matter, online assistants simply deleted the conversations to avoid any litigation. Eventually i asked for a pac code and eventually got it after they tried to offer contract based deals and no help to getting the credit back.

We went in for some help with a factory reset, rather than explaining the lengthy process (as i had no idea of my pin) they did it for me with no quibble and then I switched to a 3 Sim only deal, saving a fortune on my current deal. So helpful and clearly know their business.

Take forever to cancel a contract?!?!?!?!? I need to contact the live agent that asked me millions of questions, and I said million times I do not need the home broadband anymore!!!!! The chat dropped, and they sent me a link that can not even be opened to rejoin the chat?? And said I'm glad you are staying?!?!?!?! I do not want to stay!!! Where is the button to cancel??? I contacted them many times beforehand, and one told me to cancel today in May, and today they told me I still cannot cancel it for free??????

If i could give more stars i would!! Amber was super helpful with all of my concerns!!

I had an extremely poor experience with Three and will never use them again or recommend them to anyone.

My two-year contract had ended and I was trying to switch provider, but I was repeatedly passed from person to person and struggled to get clear or consistent information.

Most frustratingly, I spent over two hours on live chat trying to obtain my PAC code, asking for it at least 13 times, before it was finally provided. I complained about this and supplied the chat transcript. Despite the length of the delay and the repeated requests, I was told that this was not considered a breach because my request was made through live chat rather than the relevant automated/phone process. I find this completely unacceptable. Whatever the technical interpretation of the rules, a customer trying repeatedly to obtain a code needed to leave should not have to spend hours asking for it.

The billing situation was equally frustrating. I disputed an additional charge and contacted Three repeatedly because I was confused about what I actually owed. I was told I did not owe anything further, and subsequently directed to an external website and told I was eligible for a refund, which led me to reasonably believe that I was not required to pay the disputed amount. Three later amended the bill and ultimately removed the disputed charge.

Despite this, Three reported a missed payment on my credit file. I was subsequently told by Three that the marker would be removed within 28 days if I paid the remaining final balance, which I did. It was never removed and remains on my credit file.

The whole experience has been an incredibly stressful and frustrating nightmare. I understand that companies have policies and procedures, but there needs to be a reasonable level of communication, clarity and accountability when a customer is actively trying to resolve a disputed bill and leave the service.

I have now left Three and I will never return.
Based on my experience, I would not recommend Three to anyone.

Had a broken phone and was messed about by samsung and EE which was unbelievable stressful and time consuming, I then went into three mobile edinburgh and arif sorted me out with a new phone and solved all my issues

Great Customer Service

I had a really positive experience at Three in Meadowhall today, thanks to Asam. He was extremely helpful, friendly and professional throughout. He took the time to understand what I needed and went above and beyond to help me.

It’s not often you come across someone who genuinely cares about providing great customer service, but Asam definitely did. He was patient, knowledgeable and made the whole experience so much easier.

Three should be proud to have someone like Asam on their team. Excellent service — thank you, Asam!

The Kai, was very helpful, thanks a lot to him

Jake’s was extremely helpful in helping me upgrade my phone. He made the process really straight forward and easy thank you!

Really happy with the service from Three. They sorted out my phone quickly and everything is working perfectly now. Great service and very helpful staff, especially Avais. Would definitely recommend! 😊

Very good service 👍👍👍

Katrina was very helpful to a 78 years old customer and set my new Mifi up for me. Thank you Katrina!

the worst company I've been with never have connection and their internet is just as bad. So glad to have switched!

Great experience from start to finish, extremely friendly helpful staff, knowledgeable to what I required, great price everything explained. Nateo was polite friendly and very helpful, credit to your team.
Highly recommend. THREE in Chrystal Peaks, Sheffield.

Welcoming staff. Lorian was great. Very knowledgeable and helpful. Sorted out my upgrade with minimal fuss.