topic Re: Credit check on upgrade? in Account and services

Credit check on upgrade?

rendez2k — Tue, 23 Aug 2022 17:07:53 GMT

Hi all, have a contract thats due to finish in March next year. If I pay the early upgrade fee, do Three run a credit check? Tried a second line and failed so would have to upgrade but no point if check would be run!

Re: Credit check on upgrade?

JonathanB — Wed, 24 Aug 2022 09:30:40 GMT

Hi rendez2k,

Welcome to the Three Community.

I've checked this out with a colleague in the Credit Team, as long as you're upgrading an existing handset account, you won't need a further credit check carried out. If it's a SIM only plan you're upgrading we would still need to do the credit check.

Hope this helps. 🙂
JonathanB

Re: Credit check on upgrade?

Steveo — Wed, 28 Jun 2023 10:16:18 GMT

i have tried to upgrade on my account which I have an existing contract about to end which I got a handset and unlimited plan with, was told through my app that I’m eligible but when I place the upgrade through it wanted to credit check and failed which I’m confused as I have already had an upgrade on my account before

Re: Credit check on upgrade?

JonathanB — Thu, 29 Jun 2023 12:48:50 GMT

Hi @Steveo,

The new Three Your Way plans we launched earlier this year cover device repayments with a 0% APR loan, so this change does involve a credit check. I've sent you a PM with some info on how to appeal the result of the check in case this decision can be overturned for you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Credit check on upgrade?

DMNLJ — Thu, 10 Aug 2023 13:56:50 GMT

I have also had the same issue. Been with 3 around 8-9 years and when I just tried to upgrade on these new plans I failed the credit check. Seems odd considering the length of time I have been with Three

Re: Credit check on upgrade?

Antg83 — Tue, 07 May 2024 20:08:16 GMT

Been with three for quite a few years 6+ maybe longer and had several upgrades without any problems.... my minimum term ends beginning of June and have been declined on an upgrade is this normal?

Re: Credit check on upgrade?

JonathanB — Tue, 20 May 2025 09:56:00 GMT

Hi @Antg83,

I'm sorry to hear this. Last year we've moved to a new type of plan called Three Your Way. This is an FCA regulated product which includes a 0% APR loan for device plans. This does mean we need to run credit and affordability checks with upgrades now.

Thanks,
Jonathan

Re: Credit check on upgrade?

Saffwell09 — Tue, 18 Jun 2024 22:16:36 GMT

Hi. , the same situation has happened with me. Is there a way i could appeal? I’ve been with free for nearly 10 years.

Re: Credit check on upgrade?

Jazzy40 — Thu, 04 Jul 2024 20:11:51 GMT

I have had my phones with there for over 15 years and today I wanted an upgrade as I was due for one they done the credit check and was refused even though I have two contracts with them they told me I couldn’t have my upgrade. Is that right after 15 years of customer with them?

Re: Credit check on upgrade?

PeteG — Wed, 25 Sep 2024 08:48:40 GMT

Hello.

You can appeal a credit application. To do that, send us an email to credit.checking@contact.three.co.uk
Please include a recent copy of your credit file, all address in the past 3 years, your date of birth, and a copy/image of your drivers license or passport.

Once you've sent that info, you should hear back from the team within 1 working day.

Pete.

Re: Credit check on upgrade?

Jtaylor19861 — Sat, 14 Sep 2024 22:06:38 GMT

So if our handset is coming to the end and we have been with three years and fail the credit check this time what are we meant to do???

Re: Credit check on upgrade?

58warren — Tue, 24 Sep 2024 11:02:15 GMT

Been a 3 customer since 2008, but want to replace my iPhone 14 Pro Max in the same way I’ve upgraded every 24 months. Not prepared to go through a credit check as I have recently retired early and I’m only withdrawing a small lump sum of my private pension once a year, but have no mortgage on my family home and have the proceeds of a recent house sale saved in various accounts.

My credit score will be unlikely to go through as it dropped hard after paying off the mortgage 4 years ago - go figure!

I’ve never missed a payment on my phone contract since I began, but wanted to upgrade to a monthly plan and phone at £30 a month less than I’m currently paying and will be unable to. Guess you just lost a loyal customer…

Re: Credit check on upgrade?

JonathanB — Wed, 25 Sep 2024 13:20:14 GMT

Hi @58warren,

I'm sorry to hear this. These credit checks are carried out in order to ensure we're acting responsibly and in line with FCA expectations. The option to purchase a phone outright, or to take a SIM only plan are still available if you'd prefer not to be credit checked against the value of a device when you upgrade.

Thanks,
Jonathan

Re: Credit check on upgrade?

Clodagh80 — Fri, 27 Sep 2024 07:56:33 GMT

I hope they realise how many loyal customers they are going to lose. Three need ro seriously rethink this approach to upgrade. Disgraceful

Re: Credit check on upgrade?

Brett1234 — Sat, 19 Oct 2024 12:15:42 GMT

Just tried to upgrade mine also after being with them for 8 years exactly the same credit score has affected it lost another good customer here said I can take a sim only told them where to go terrible new system tbh

Re: Credit check on upgrade?

Damon — Mon, 21 Oct 2024 16:12:14 GMT

Three are awful and I've got my PAC code to leave already, three have gone downhill and backwards in life, while screwing all their customers over especially the loyal already customers especially with the likes of upgrading.

Personally I had a phone issue where my s22 got so hot you'd think I'd was going to explode had other issues too and had to let it go which left me an autistic person in a great deal of distress losing a phone and contact with everyone I need contact with, I couldn't afford to buy another one so I contacted three to get some help obtaining a new phone explained my whole situation, was first faced with having to pay over £500 early termination free to upgrade, then i was faced with a credit check which I made very clear I was not happy with given I came from EE who didn't further credit check to upgrade, if stayed with them I'd of had a new phone pretty easily, anyways I got turned down unfortunately and couldn't get a new phone they wouldn't do anything to help not even an offer to put a handset on my account to pay off monthly since I'm stuck in contract with them for years I didn't need a new sim contract, there was literally no offer to help their vulnerable customer out, I tried to appeal the decision and got nowhere, even at a executive level they was useless and did nothing to resolve anything and I know from an experience in the past they could of done something at that level and claim they can't. I'm stuck in with a network who will never upgrade me now its a joke you changed things making life difficult for your customers not just me, since all thus I was forced to buy a second hand phone for £500 which due to a lot of stress I got on I lost and couldn't retrieve and not in a financial struggle over that move, I believe three my network could of helped me and would of avoided that all together, I further explained to three my situation and nothing still was ever done to help or resolve things I'm now stuck not being able to upgrade and using different phones every so often due to lending them when giving back its highly frustrating as if I was still with EE I would of been sorted a new phone with an upgrade without further credit checking. I actually felt valued there unlike at three, three don't trust their customers at all or care for that matter, you could be with your network for 20 years miss no payments and you would still credit check them. Its disgusting to keep credit checking customers for any upgrades.

I've come from having an s23 ultra a glaxey 5 watch and airpod pro 2 with EE to not being able to even obtain a phone when I really need one, I had to debate and argue and have many calls just to get my credit limit to where it is for my 3rd party subscriptions, a debate I also never had to have or conversation even with EE, coming to three has been majorly problematic for me and a huge regret, on to this some of the customer service has been the worst I've ever had to encounter, the time wasted the constant trying to buy me off with credit notes that are pointless to me like I need help paying my bills and I don't its a phone I needed help with from my network, sometime when speaking to people you don't feel listened to or even understood, the amount of times I've had to repeat my situation over and over to different people, the amount of times you go through complaints processes for nothing to be done or taken seriously or just to be closed, I was also told by staff to call back on a certain day and was told try get something sorted, when I did the call didn't go that way at all I made complaint about the wrong info and building peoples hopes up that complaint was closed and covered up as a different complaint and clearly that day I wasn't listene to again. I've had the worst time ever with three and I wish I had looked at all the reviews online before I choose three. You made a massive mistake credit checking your customers for upgrades and I think your going to lose a lot of loyal customers. Who wants to be with a network who they can't ever upgrade with, three only resolve was to let me walk from the contract free, like that is some kind of resolve, its easier to just let a customer upgrade make more out of them then to just lose them all together and let them out of a contract free, you should be trying to improve on your negativeies and actually keep your customer base and building on it. I've tried for 3 or 4 months straight now to work things out and get on with three but when you make a customer feel devalued untrusted and not supported or give a good service they are going to leave eventually and its your company who's going to lose out and other networks gain leaving three at the bottom of the pile of networks that won't want to be used by people, I think three is on a slippery slope to be honest. I've got my pac code so I'll be leaving.

Re: Credit check on upgrade?

JasonLaine1973 — Fri, 08 Nov 2024 09:31:03 GMT

Been with Three now for over 15 years now and never ever had any trouble getting upgrades. Until now. Failed a credit check, and now I cannot upgrade my device. If this is how they treat good paying, long standing loyal customers then they will lose a lot of them. I'm absolutely fuming with the lack of loyalty they have shown me. Oh and trying to speak to customer support staff in Delhi, Bombay or somewhere else in India, who just keep giving scripted answers over and over again without even bothering to look into it and taking your history with them into account, just don't bother and save yourself going mad. Three how can you treat your customers like this? Now looking into contracts with other companies. Well done Three.

Re: Credit check on upgrade?

jamesfawcett — Fri, 22 Nov 2024 19:12:52 GMT

I have an excellent credit rating, been a customer for years and years, tried to get a new iPhone upgrade for £41 a month and was refused! Can't understand it! It's for pennies. I'm going to try other suppliers and leave Three if I don't hear back from their appeals email address soon.

Re: Credit check on upgrade?

SandraAkkin — Mon, 25 Nov 2024 18:57:12 GMT

I also found this strange, when I had to renew my contract. I was told to call as my application was pending. Upon calling I was told to send through my 1 month bank statement, this was scary especially due to the level of fraud going on this days. I am still awaiting their update, hopefully its going to sort itself out, but slightly worried if people have been customers for much longer than i am and they are being refused!

Re: Credit check on upgrade?

jamesfawcett — Mon, 25 Nov 2024 19:00:17 GMT

I found a bug in their booking system, there's an input missing for your annual income. When you don't enter one, it fails the credit check, but there wasn't an input for me to enter into when I tried again. Do you remember filling in yours on the application? I posted my findings here but it's not been picked up yet: https://community.three.co.uk/t5/Account-and-services/Error-with-the-application-form-causing-failed-credit-check/m-p/41338#M9893