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Failed credit check on upgrade
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on 27-10-2024 12:45 PM
I've been a loyal customer with Three for a very long time - close to 10 years. I had the option on my Three account to upgrade early, so that's what I (tried) to do.
I contacted someone on the live chat to upgrade, chosen the phone and airtime I wanted and proceeded through the checks. I was then told, despite being with Three for almost a decade, have a fantastic credit score, that I have failed the credit check. How? I don't have any debts, no credit cards, I have a good income, my credit score is high but I've still failed? I've paid my Three bill (and all other bills) on time every month for years. I didn't have to have a credit check when I upgraded last. I was advised by the advisor to try again in 90 days. My contract ends next month. I will not be upgrading. As soon as my contact ends, I'm done. I'd rather go with someone else or have no phone at all than give Three anymore money.
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on 24-02-2026 03:40 PM
Just hadthe exact same. I currently pay them £41 a month, and they have rejected me choosing a phone that was £42 a month. I will be taking my custom elsewhere, Sir!
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on 22-01-2026 11:52 AM
It's the same for me, I don't know what to do, I feel really let down. Who have you changed to? I know nothing of the other companies, although I've heard Tesco is good. Absolute nightmare! It takes forever to find the phone that is available for delivery and not a million pounds, then you i denied even though i already have a DD set up with them and never missed a payment! Im with you Emilouuuuuuuuu! 💯
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on 12-01-2026 10:43 PM
This has just happened to me! Applied for a new upgraded contract having paying a monthly phone deal for 2 years with three. She took me through everything to accept the deal the got declined on a credit check when I have never missed a payment in my life and my credit score is very good! I now have to wait for 90 days, too! I went in to the three shop and they said it might be because I paid my November bill EARLY ! When the bill became available to my on the app 6 days before it was due! I clicked the pay my bill button. So I’ve basically been penalised for being a good customer and paying my bill early. Three are a joke and after these 90 days I will not be continuing my phone contract with them, they’re a complete sham !!!
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on 13-01-2026 09:58 AM
Hi there @E1999,
I can understand your frustration - unfortunately, credit checks are automated and are subject to change on each occasion. For this reason, we'd be unable to confirm why it was unsuccessful in this instance.
Such checks also consider any other financial arrangements that you may have outside of your plans with Three.
If you don’t think the decision is correct, then you can submit a credit check appeal by email to credit.checking@contact.three.co.uk.
You can also read more about our credit checks.
Thanks,
Michael
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
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on 22-01-2026 02:03 PM
Dear Michael P. It is about time 3 network got into big boy mode and addressed this issue, preferably via this forum so all can see what is happening and why. "3 can't renew my contract, blah blah" but that doesn't stop them sending me stupid emails saying "your free early upgrade is still waiting, Kelvin".
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on 22-01-2026 12:01 PM
If you have customers who have been with you for years, as a sign of good will to their commitment and contracts you should honour their upgrades. All these customers have left you because of this. If you do care and really are understanding our frustration, you'll do something about it, instead of tapping a few words down then going off to have a cuppa. You have the power to change things. Its very disappointing, 3 is very disappointing.
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on 02-06-2025 07:53 PM
I had EXACTLY the se thing happen to me! Been with them for over 10 years, they did a credit check, it declined. Even Expiran were baffled, I have top credit! Bought the phone cheaper with Argos, on a BNPL and a cheap GiffGaff sim. They've lost me as a customer!
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on 22-01-2026 12:01 PM
Ah, good idea thank you, I'll look.into giff gaff.
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on 27-06-2025 03:48 PM
Looks like Three are trying to reduce their customer base. I'm in the same boat, perfect credit but Three hiding behind the old 'computer says no' excuse. I suspect it is because I am not a high enough spender. Well the pennies I do spend wont be going into Three coffers for much longer as I too will be voting with my feet!
