topic Re: Speak To A Human? in Account and services

Speak To A Human?

treffynnon — Mon, 19 Jan 2026 18:03:47 GMT

Is it actually possible to speak to a human being in this organisation? My wi-fi dialling has stopped working which renders all our phones useless as we only get a very intermittent mobile signal at home. The chatbot is absolutely useless. I need to speak to someone in technical support. Is there such a thing? This service is absolutely appalling.

Re: Speak To A Human?

Geluk — Mon, 19 Jan 2026 19:32:00 GMT

On CHAT, just type "SPEAK TO AN AGENT".

Re: Speak To A Human?

Paddiewack — Mon, 19 Jan 2026 20:51:42 GMT

Yes call 333. That’s customer service.

Re: Speak To A Human?

MichaelP — Tue, 20 Jan 2026 08:50:56 GMT

Hello @treffynnon,

Thanks for reaching out here.

The chatbot is designed to give some basic advice and support, but I'd recommend entering something like 'live advisor' or to speak to an agent, as Geluk suggested 🙂

If you do this a few times, you'll eventually get an option to speak to the Three team, where tech colleagues will take some more info from you to complete troubleshooting.

Thanks,
Michael

Re: Speak To A Human?

Anonymous — Wed, 21 Jan 2026 19:20:42 GMT

Have you changed or done anything with your home wifi connection recently? For example, switched ISP, changed plans or upgraded your router?

Re: Speak To A Human?

treffynnon — Wed, 21 Jan 2026 19:35:35 GMT

No humans there!

Re: Speak To A Human?

treffynnon — Wed, 21 Jan 2026 19:42:22 GMT

Nope, none of that. My Internet comes via satellite, Starlink, and they tell me the problem is with the way Three interacts with the CGMAT (whatever that is) on Starlink. Something to do with allocation of dynamic IP addresses. Try finding someone in Three to discuss that with! Clearly something has changed but who knows what? Might be time to try a different carrier.

As an aside, if you want to talk to a chatbot that really works, the Starlink Grok implementation is the best I've ever come across. Great trouble shooting, step by step instructions etc. But couldn't solve the problem !

Re: Speak To A Human?

Paddiewack — Wed, 21 Jan 2026 19:46:48 GMT

Stop behaving like a knob.

Re: Speak To A Human?

Anonymous — Thu, 22 Jan 2026 15:27:40 GMT

Wifi calling basically sends your call via the internet. Unfortunately Three do geo-block this, especially on smaller, niche ISP's. For example if you are in the UK and connected to a UK ISP, calls can be routed via your wifi network. However, say you are in France on holiday and connected to a hotel wifi, it will not work. This is known as geo-blocking based on the IP address you are connecting from.

If you go to a "what is my ip" website such as https://whatismyipaddress.com/ it will detect your IP and do a lookup, under "My IP Information:" it should say the city and country the IP address is coming from. Might give you a clue to if you are being geo-blocked.

Re: Speak To A Human?

Anonymous — Thu, 22 Jan 2026 15:36:14 GMT

"CGMAT" it is probably Carrier Grade Network Address Translation (CG-NAT) but that would be what StarLink are using and I believe WiFi calling works over CG-NAT. Does Starlink have a forum? Might get better answers from other Starlink customers, just a thought.

How do you find Starlink? Been seriously considering it myself, but seems to be very expensive!

Re: Speak To A Human?

treffynnon — Thu, 22 Jan 2026 22:19:28 GMT

It seems to be a known problem but nobody seems to have a solution. I’ve found Starlink to be expensive but excellent and it’s not missed a beat in 18 months. Before we lived with internet access that was often unusable via old copper but are now promised fibre, “real soon now”.

Re: Speak To A Human?

treffynnon — Thu, 22 Jan 2026 22:21:52 GMT

Ip address is in London so geo-blocking shouldn’t be an issue.

Re: Speak To A Human?

treffynnon — Thu, 22 Jan 2026 22:24:37 GMT

Thanks for your help. I rang 333 before I ever came here and despite spending a very long time following menus (some that didn’t work) I never got to talk to a human.

Re: Speak To A Human?

Anonymous — Fri, 23 Jan 2026 13:32:40 GMT

When I make a Wifi call it sends a lookup to epdg.epc.mnc020.mcc234.pub.3gppnetwork.org which resolves as 185.153.237.97 and is owned by Hutchison 3G UK Ltd.

Do you know how to test connectivity on your Starlink connection? Be interesting to know if there is an actual route. This would indicate if it was Starlink blocking you, or Three's servers basically ignoring you bases on your IP.

I used to use and have family that use a small rural Wireless ISP (WISP) net1.co.ni We had a lot of problems being geo-blocked from services due to the end-points being "seen" to be coming from the Republic of Ireland. Three was one of them and I couldn't get Three to accept connections if I tried to use Wifi Calling while on net1, but worked fine on BT.

Just a thought, have you tried using wifi calling at another house using a landline based system, ie BT, Sky, TalkTalk etc ?

Re: Speak To A Human?

Desiree118 — Thu, 12 Feb 2026 16:49:29 GMT

I tried calling 333 for customer service first and I have got a contract. Still got directed to a chat bot!! They ended the chat after about 20 seconds, not giving me time to write out my query.

Re: Speak To A Human?

Paddiewack — Thu, 12 Feb 2026 17:15:57 GMT

That’s a new one on me. Call 333 option 1 option 4 option 5. That’ll get you through to a human.