topic Re: Upgrade Credit Checks in Account and services

Upgrade Credit Checks

DMNLJ — Thu, 10 Aug 2023 14:02:22 GMT

So I have been with Three around 8-9 years, always had a handset and the Unlimited plan.

I went to upgrade today and then failed the credit check. Seems odd with the length of time I have been with Three.

seems to be a lot of users in the same predicament and unsure why this process is now needed, resulting in a loss of customers

Re: Upgrade Credit Checks

sc1999 — Thu, 10 Aug 2023 14:53:57 GMT

It seems that 3 always request a credit check for a new handset. People's circumstances change and phones can cost the wrong side of £1500.

Re: Upgrade Credit Checks

Vhas — Tue, 15 Aug 2023 17:08:11 GMT

I've been with 3 for a few years. Multiple lines & handsets for family members on my account. Easy pay them £150 a month. Never been credit checked, apart from the first contract. This would be my 3rd upgrade, but I was declined. Credit score isn't amazing, but it's not much different from when I got my first handset.

Re: Upgrade Credit Checks

Sharky0723 — Wed, 13 Sep 2023 16:18:03 GMT

Its the new system now.. prior to the system upgrade they would pre approve the contract.. im in the same predicament unfortunately it is what it is..

Re: Upgrade Credit Checks

JonathanB — Thu, 21 Sep 2023 13:42:41 GMT

Hi @Sharky0723,

I'm sorry if you weren't approved for an upgrade. It's not directly down to the system, but we are supplying a different type of device finance now. Three Your Way plans with devices involve a 0% APR loan, and so we can't guarantee pre-approval with this as we must complete credit and affordability checks.

Thanks,
Jonathan

Re: Upgrade Credit Checks

J-P — Tue, 05 Dec 2023 17:34:34 GMT

I'd sail through a credit check but the fact they're getting £200 - £400 off me a month and have done for years and are now treating me like a new customer is pretty insulting so all my contracts are being cancelled asap

Re: Upgrade Credit Checks

JNort02 — Thu, 11 Jul 2024 17:14:16 GMT

Three is the most shoddy company I think I’ve ever known.. tried to upgrade multiple times every day this week, passed the credit checks everytime, but there was always an error right at the end of the process when trying to pay for the delivery charge (for the new phone) I call today and am told I can use any card to pay the delivery, I go through the entire process one more time for them to tell me I’ve failed the credit checks despite passing them multiple times this week already.. what an absolute shambles.. I’ll be leaving three and they can sing for their final bill because I shall not be paying it.. joke

Re: Upgrade Credit Checks

Pags — Tue, 16 Jul 2024 05:02:31 GMT

Yep, I've been with three for 14 years.. so 7 handsets are paid for and contract completed. Tried to upgrade today and failed the credit check so have had to move to a different network. Very disappointed as I'd have stayed with three forever having not had this issue.

Re: Upgrade Credit Checks

Xxxhrismoz — Wed, 24 Jul 2024 18:21:57 GMT

I have 2 lines with them and they won't let me upgrade because I failed the credit check. It's stupid because no other network treats you like this

Re: Upgrade Credit Checks

beachsea — Sun, 28 Jul 2024 11:18:01 GMT

Same

I've been with 3 for more than 12 years. Multiple lines & handsets for family members on my account. Easy pay them £200 a month. Never been credit checked, apart from the first contract, but I was declined recently.Bills are always paid and DD always settled .

Experian account shows a bill that is not paid to three however 3 bill department has confirmed all my bills are paid

No explanation or justification.Worst company

Re: Upgrade Credit Checks

beachsea — Sun, 28 Jul 2024 11:18:48 GMT

staff can’t help

Re: Upgrade Credit Checks

Jaye — Thu, 06 Feb 2025 16:13:42 GMT

Three will lose A LOT of customers now.

Re: Upgrade Credit Checks

Cerys2207 — Fri, 07 Feb 2025 22:40:25 GMT

Which network did you go with as I am having the same issue

Re: Upgrade Credit Checks

Rosacoffee — Thu, 13 Feb 2025 20:13:23 GMT

Three have now lost 3 contracts from us due to this. I won’t be upgrading my plan without a device … bye three it is what it is, take our custom elsewhere. I also have been with them for years a shame they treat their customers this way I hope more people boycott

Re: Upgrade Credit Checks

Brit — Sun, 23 Feb 2025 08:29:34 GMT

I have been a customer for 16 years. I had three contracts with Three network. Now I have one left because I can't renew it, I can't pass the credit check. I now have 2 contracts with Vodafone. I need to renew the last contract in the next 3 months, but I think I will have the same problem again. And I will most likely transfer this number to Vodafone too. I tried to talk to customer service, they sent me to experian.co.uk where they showed me 999 points out of 1000. When they saw this, they said they can't help me, try again in a couple of months. In short, they politely sent me to hell, so as not to solve the problem.

Re: Upgrade Credit Checks

Cogitatio — Thu, 01 May 2025 23:02:23 GMT

Same issue here…? Unsure how I managed to successfully approved credit check before with my current device plan, but unfortunately for this time of the free upgrade today, have failed twice. Also due to paying bills on time, maybe one missed payment but that’s due to the system of three whose developers can’t even make simple changes to their application aka into their website. A lot of errors in their part being played here, truly beyond ridiculous, no one knows how to do their jobs properly, where’s the real “problem-solving” action in skill? It’s unbelievable how businesses are slowly failing now, clearly to see.

Re: Upgrade Credit Checks

Antonm191 — Tue, 26 Aug 2025 23:03:16 GMT

Same thing happens to me today

went for the early upgrade failed the credit check? I have Been with three for nearly 8 years and this has never happened to to me before . I have three separate contracts with them which are never missed (payment wise). They’ve lost me now

Absolutely shocking

they then as the audacity to ask me if I wanted to hear their sim only deals . Yeah cheers big ears 👍

bye bye three

Re: Upgrade Credit Checks

MichaelP — Wed, 27 Aug 2025 14:38:29 GMT

Hi @Antonm191,

We understand that an unsuccessful credit check is disappointing. As credit checks are completed using an automated process and also involves cross referencing any other financial arrangements you may have outside of your plans with Three, we'd be unable to confirm the precise reason for this.

Please feel free to submit a credit check appeal by email and include:

A recent copy of your credit file.
All addresses for the past three years.
Date of birth.
Any other relevant documents (for example, a copy of your driver's license, passport or bank statement).

You may send the email and documents to credit.checking@contact.three.co.uk. You may also read more about our credit checks.

Thanks,
Michael

Re: Upgrade Credit Checks

Justine44 — Tue, 21 Oct 2025 13:37:32 GMT

Oh yes I agree I'm with 7 years and now I can't upgrade my contract because credit check is ridiculous

Re: Upgrade Credit Checks

Justine44 — Tue, 21 Oct 2025 13:43:31 GMT

Your credit check company is rubbish I have the same ,loyal customer for 7 years paying on time and refused my contract update because of that company I'm not surprised you loose customers