topic Re: Upgrade in Account and services

Upgrade

Smokeyy — Sun, 17 Aug 2025 10:03:58 GMT

I can't get an upgrade, I have 4 if not 5 contracts I pay in time ,my device contract ends in October,just because my credit score is low I can't get upgrade with a difference of £20 from what I have been managing to pay....

Three has to do something

Re: Upgrade

Paddiewack — Sun, 17 Aug 2025 12:50:06 GMT

Three can’t do anything I’m afraid. Every company has risk parameters and their credit decisions are made against those. It’s possibly an affordability issue which all companies have to make decisions with that in mind. I think (but I’m not totally sure) that you can appeal a decision and you’d need to check with customer service on that point. One thing to bear in mind is that it’s nothing personal against you. It’s just business.

Re: Upgrade

JonathanB — Mon, 18 Aug 2025 13:20:33 GMT

@Paddiewack is correct here, but you can have a look at this page, and refer to the section on Automated decision making which will help you query this further: https://www.three.co.uk/privacy-safety/checking-credit

We can't guarantee the team will overturn the decision, but they will have a 2nd look for you.

Thanks,
Jonathan

Re: Upgrade

MichaelP — Thu, 04 Sep 2025 07:03:42 GMT

Hi there @Smokeyy,

I'm just checking in with you after the unsuccessful upgrade. Were you able to reach out to the credit team via the link shared to see if the check could be re-assessed?

Thanks,
Michael