Three is The Worst mobile Network in the whole UK

[KAY21]

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

[J112]

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

[PeteG]

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. 

[andystobart]

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.  

[Winnipeg]

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

I've experienced problems twice in this time

[Mover321]

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

[Gregster1970]

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"

[Yorkshire-Tyke]

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..

[Mp3ger]

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.

[Anonymous]

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 ?