topic Re: Three is The Worst mobile Network in the whole UK in Network

Three is The Worst mobile Network in the whole UK

KAY21 — Thu, 18 Jul 2024 17:36:45 GMT

According to annual survey, mobile provider Three was found to be one of the worst, ranking in sixteenth place with a customer service score of just 66 percent. Nearly half (45 percent) of Three customers who took part in the report, claimed that they faced an issue in the past 12 months, making Three users the most likely to experience difficulties

Re: Three is The Worst mobile Network in the whole UK

Yorkshire-Tyke — Thu, 18 Jul 2024 20:52:31 GMT

Really interesting information KAY21. I won't be using THREE much longer.

Ironically, as I was trying to type this reply, I was rudely interrupted with a pop up asking me what I thought of THREE...Hum, they just do not listen or learn from any feedback in my experience, so why bother?..

I used to find THREE pretty straight forward to use via a pay as you go dongle, and then out of the blue they changed the dashboard design and the topping up procedure, which caused me to loose credit, as I had not purchased a data top up correctly (so I was later told). The design of the dashboard is very confused!

In brief, it was then a long winded and a difficult process to get help via an online chat.

The usual chat "niceties" were cut and pasted as answers, such as: "You are a valued customer" etc. I then spent 3 hours on a chat to try resolve a missing top up problem, to eventually get a phone call from (another time zone) India to have my ten quid top up refunded (I would add that he was a very nice chap)...Only £10, but it was the principle!

Much more I could write, but having read your piece that they are ranked 16th, I am not surprised. You can only endure so many stressful experiences - as I have.

Re: Three is The Worst mobile Network in the whole UK

Anonymous — Sat, 20 Jul 2024 12:10:21 GMT

I read that article and I don't think it's entirely fair.

In my experience Three far surpass EE, O2 and Vodafone.

The Three network has improved greatly over the last few years.

The article only cites negative comments left on Three Community chats.

But what about all the 1000s of customers who are happy, but just choose not to post about it ?

Re: Three is The Worst mobile Network in the whole UK

Yorkshire-Tyke — Sun, 21 Jul 2024 20:46:13 GMT

You make a fair point tarantella. However, I would just add this:

Tonight I received the following email from THREE, which was worrying and in my view deceptive - as I have 1GB of remaining data (clearly visible in the pink "what allowance is remaining" graphic) that is next in line for me to use:

Hi there,

You've used 100% of your DATA Add-on allowance, so you'll now be charged at standard GBP per MB.

To manage your credit and allowances go to: three.co.uk/account

Is this to panic people into topping up more - when they do not need to?

I have been in a similar position to this before, where my top up voucher of around 3GB, was drained in moments, as I hadn't clicked on a monthly DATA add on.

At one time, you did not have to do this: you just put in your top up voucher number and selected (for example) 3GB for £15. Then THREE changed the top up process (out of the blue!) to a completely different and confusing checkout like procedure. Navigating the newer layout was very unclear and, I was tripped up by it.

In my experience, getting clear and appropriate help via a THREE chat advisor is impossible. THREE do not listen to problems, preferring to fob you off with irrelevant cut and pasted responses after VERY long waits speaking to hopeless chat bots.

It would be nice if they actually took on board some of the criticisms and feedback people take time to give them..

I wonder how many customers are unhappy and, choose not to post about it because they feel THREE doesn't care?

Re: Three is The Worst mobile Network in the whole UK

PeteG — Mon, 22 Jul 2024 17:17:35 GMT

Hello.

It sounds like it's been quite frustrating. I'm not familiar with how the older system was, and how it compares to the newer one, but it sounds like you had a much better experience with the older system.

I'm unsure why you're receiving those messages when they don't line up with your allowance left over, but it's certainly not in an effort to panic anyone. I could be mistaken, but I don't believe the system allows users to add another data pack while there is still one active, so generally I would expect people to continue using there service until it stops.

For now it's worth double checking your allowances when you get a notification just in case. I'll make sure your feedback is picked up so that we can ensure that the issue is one that's known if it isn't already.

Pete.

Re: Three is The Worst mobile Network in the whole UK

Mp3ger — Sat, 27 Jul 2024 13:47:15 GMT

Appalling customer service. I have been with them for almost 20 years. They do not value their customers. Once I have used the data passports on my account, I will be off.

Re: Three is The Worst mobile Network in the whole UK

Gregster1970 — Wed, 07 Aug 2024 18:56:43 GMT

Have to agree. I contacted customer support when I got back from abroad, as my phone wouldn't work, even though I paid for the data roaming add on. The guy was quite happy to keep saying "That isn't included in your plan" (Even though I bought the add on"

Re: Three is The Worst mobile Network in the whole UK

Yorkshire-Tyke — Thu, 08 Aug 2024 20:24:00 GMT

Sorry to hear you weren't listened to Gregster1970. Really frustrating when they just repeat answers parrot fashion.

In one of my previous (and very long) complaints with an advisor - that was going nowhere at all - I was asked: "What is my expectation of THREE?"..I replied: "To just give me accurate information." He was really reluctant to admit THREE had given me the wrong info' on my remaining allowance, even though it was there on my dashboard.

Currently, I'm using a 3G Dongle and, as you may know this is to be switched off in September. I tried to get online help and, also help from a THREE store regarding purchasing a new 4G dongle - but was offered nothing. Really disappointed with their customer approach - I will be moving to another mobile provider soon..

Re: Three is The Worst mobile Network in the whole UK

Disappointed999 — Mon, 16 Sep 2024 17:22:07 GMT

With the greatest respect you must be joking or working for three. Everything that Yorkshire-Tyke has said above has been what I’ve personally experienced. Three has made pay as you go a complete and utter nightmare. I have spent hours on the phone with them compared to almost no time at all before the “revamp”.

Totally useless and their coverage is the same. I barely get any decent service in places where vodaphone and o2 users have maximum service. And he’s right about the customer service. They’re all lovely to speak to but I feel like I’m talking to a robot 🤖 with only limited generic responses. Really dissatisfied and disappointed

Re: Three is The Worst mobile Network in the whole UK

Anonymous — Mon, 16 Sep 2024 18:31:37 GMT

I wasn't joking, nor do I work for Three.

Re: Three is The Worst mobile Network in the whole UK

Mover321 — Thu, 31 Oct 2024 19:08:04 GMT

Absolutely the worst! After three months of hassles I’ve got a PAC code and will leave this pathetic network!

Re: Three is The Worst mobile Network in the whole UK

Mover321 — Thu, 31 Oct 2024 19:14:37 GMT

Surveys have 95% confidence interval. Meaning that when a cross sample of users / customers are surveyed, the margin of error is less than 2.5%. These are samples across the board. Not just those who complain. If you’re happy with three, good on you. Most of their customers are not! That’s a fact. Just look at their attrition rate. They are losing market share hand over fist. Customers speak by moving away. Three is first rate crap!

Re: Three is The Worst mobile Network in the whole UK

Mover321 — Thu, 31 Oct 2024 19:17:14 GMT

Why don’t three employees speak the truth? The call centres in India are over flowing with complaints and dissatisfied customers. Look at your attrition rate, the highest in the UK. You cannot defend the indefensible.

Re: Three is The Worst mobile Network in the whole UK

Mover321 — Thu, 31 Oct 2024 19:18:28 GMT

Spot on! Three has gone from the gutter to the sewer!

Re: Three is The Worst mobile Network in the whole UK

Winnipeg — Mon, 18 Nov 2024 23:58:23 GMT

I've been with three since 2003 with the Panasonic GDH7 flip phone

I've experienced problems twice in this time

Re: Three is The Worst mobile Network in the whole UK

Winnipeg — Tue, 19 Nov 2024 00:02:27 GMT

Your data isn't updated by the minute

It will be updated the next day so you could have used it all even though it's showing you still have some

Re: Three is The Worst mobile Network in the whole UK

andystobart — Sun, 20 Apr 2025 14:43:55 GMT

As a Three customer since almost as long as Three has exisited in the UK (my first phone with them was a Nokia 7600) my personal experience has been nothing but decline in standard of customer support, especially over the past 5 years. I love the roaming packages and flexibility previously afforded, but now it's almost impossible to manage multiple accounts with them. Sadly, terrbile.

Re: Three is The Worst mobile Network in the whole UK

J112 — Sun, 23 Nov 2025 16:19:01 GMT

I have been charged roughly £75.00 a month for two sim only contracts for around a year. Initially I had a phone on contract, but when my phone started playing up I bought a new one cash. Once the phone was paid for, they continued to charge me the same line rental charge for around 12 months. I never had a notification that I needed to update my contract.

I spoke to an advisor who set up two new contracts that offered better value, and the told me that his dept didn’t handle claims but he would send me a link and that he was quietly confident 3 would offer me a resolution (money back, discount on bills, or something to that effect). After I was done setting up my two new contracts (both with phones) I checked the link as instructed. It was a third party legal case against the networks. I called back immediately and asked to speak with someone that could offer me a resolution or at least explain to me why 3 wouldn’t offer one, the gentleman told me that 3 has no dept that handles such claims, and there was no one I could talk to. When I bought two phones, they processed bank details, card details, two independent credit checks and walked me through several electronic emails seamlessly. When I called to say that the I was made to believe 3 would help with my claim and make me whole, I was put on hold 4 times, transferred once. No one gave me a reference number, walked me through any process, asked for any information.

i imagine their workers are treated equally as poorly.

absolute disgrace of a company. I have 14 days to cancel my new contracts (which I will), and separate all ties. Please can someone from free contact me to offer me a resolution. Thank you

Re: Three is The Worst mobile Network in the whole UK

PeteG — Mon, 24 Nov 2025 10:24:20 GMT

Hello.

It's disappointing to hear that's happened.

On plans that don't include device finance, the cost of you Monthly bill is just 1 figure, it's not broken up into air time and a phone loan. When the minimum term ends, the account holder or authorised contact needs to make a change to the plan otherwise they will continue on at the same monthly rate. The terms of those contracts explains that if your minimum term has passed, Three will continue to supply you with services until you cancel (or change it). Keep in mind that it's not a 24 month contract, it's contract with a minimum term of 24 months.

As far as I know there's no claim process in place for this scenario as the terms of the contract have been followed. I don't know why the agent directed you to a page outside of Three when they were processing your next deal. If you had a complaint, it would make more sense for them to help you get a complaint registered. That's something you can do here.

I can understand how frustrating it would be to find out you've spent more money during that time than you would have if the plan had been changed to a SIM only, or something else. Hopefully the complaints team can provide more specifics based on the notes and terms of your specific agreement.

Pete.