I’ve had one of the most frustrating experiences with Three UK’s customer support regarding a long-standing issue with pairing my Apple Watch Ultra 2 to my iPhone 15 Pro using their SmartWatch Pairing Plan. Despite being on an active contract and paying monthly for a service I’ve never been able to use, I spent over four hours on 06 August 2025 across multiple chats, only to be asked to repeat basic troubleshooting steps I had already completed numerous times.
The support agent repeatedly ignored my responses, failed to read the chat history, and kept disappearing mid-conversation. I was denied escalation to a manager, offered a token £5 credit, and ultimately blamed for the issue despite proving it was not device-related. I even demonstrated that the watch works perfectly with another provider.
The lack of accountability, technical knowledge, and empathy was appalling. I was left with no resolution, no meaningful update on my complaint, and no confidence in Three’s ability to support its customers. I will be taking this further with the Ombudsman and switching providers once my contract ends.
