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  • Customer service based in india and is v. poor.
  • Rubbish (and foreign) Customer Service Team
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    100 Reviews
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      28.08.2013 18:09
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      Three is unbeatable at the price

      I am coming to the end of an eighteen month contract with three, whom I have been with for around eight years.
      There are some nice things about three, I like the app to check out my usage and monitor my costs. The call centre is quite easy to get hold of by called 333 from the mobile. The call centre is in India but they have usually been good and resolved my problems which have mostly been handset related or to do with coverage. Talking of coverage I would say this is the main disadvantage to three. Sometimes it can take two or three goes for the call to connect, especially to another three phone. However I don't feel like complaining much because all three to three calls are free.
      Three is one of the cheapest network providers for internet usage and I tether my phone for computer internet usage. I cannot find any other provider that will give unlimited internet data usage for £12.90 a month. Having said the price is good you have to be prepared for slow and painful progress at times, especially in the evening. I have been comparing three to giff gaff recently and whilst there prices look comparable I have read some review that giff gaff will complain about tethering.
      As I said I am on a contract but this time around I will be looking at pay-as-you-go or a monthly plan with no phone involved. I think you can buy the phone at a better deal than a contract provides and the sim only deal of £12.90 which offers 200 minutes, 5000 texts and unlimited internet, free three to three calls is an unbeatable price

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      24.10.2012 00:08

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      Every single day I have problems texting my girlfriend (also on three). We both have signal, but I'll send texts and she won't recieve (until x hours later), and vice versa. Text conversations are impossible.Tried to explain over customer support about 4 times now, each time they just give me 'turn on and off' crap. Ordered a giffgaff SIM and we're both jumping ship.

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      30.09.2012 17:25

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      I bought a 3 mifi on a 2 year contract while living in London and the coverage was fine. When I recently moved house to East Sussex I checked on their website and it said they were unable to provide any service what soever at my new address. You would think it would be simple to agree that no service automatically would mean the end of the contract but after 2 letters and 8 calls to the Indian call centre explaining exactly the same problem to yet another person who can barely speak English they continue to chase for outstanding payment. Next step Ombudsman service. Avoid 3 at all costs their customer service is horrendous

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      16.09.2012 18:53

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      Recently had close to a month (22 days) with no signal. When I rang 3 to enquire about the problem they grief the old turn off and turn on rubbish even though I had explained that this was affecting everyone in my local area with 3.They then told me the problem would go to their engineers, several times, and that it would be resolved in 7 days. I was told 7 days again and again over the course of 22 days and when looking for compensation after the event they tried to fob me off with £5 credit! 3 are fine, a long a you NEVER need their help. Stay clear if you value customer support.

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      15.09.2012 19:14

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      If you were thinking of joining the 3 network, think again. This company is the worst I have ever experienced. Sent mobile phone in 4 times for the same repair, each time not sorted. Customer services worse than useless. Call centre overseas, staff very polite but totally incompetent. Do not have anything to do with this company. You have been warned...........

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      05.08.2012 01:56

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      Worst network. 3=Cr&p. One star because I have no choice.

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      03.08.2012 17:27
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      Cheap tarif, if you can stand bad customer service

      On the plus side 3 is the cheapest tarif provider, which is probably why we all endure their terrible service! There network coverage is generally quite good too as long as you dont venture too far into the country. Service is my pet hate with these guys, although I have had the odd successful phone call, but this is a rarity.

      So, you can get 15 gb Internet allowance per month and iPad included for £25 on a 24 month contract, which is the best deal I could find, or get 100 texts or mins, 1gb free 3-3 calls and an iPhone for £30 a month on a 24 contract if you can:

      1) understand what the customer service person is saying
      2) take days off work to get the thing delivered - it usually takes a least 3 attempts on behalf of their delivery company DPD, chances are they will deliver it else where, twice they have tried to deliver to the penthouse suite above my office despite telling me that for security reasons they can only deliver to my home address. The DPD guys also can't use flat intercomms
      3) get the customer service guy to correctly notate your address, you would think a simple task
      4) like to spend 30 mins on the phone telling the customer service guy your postcode does exist, even if it is not on their systems
      5) like to have to phone up to get delivery charges reimbursed as they have charged you for every failed delivery attempt despite it being their fault

      Tip: with broadband if you go over your limit they charge excessively up to £15, this is eaten up in minutes. If you phone them up you can get them to stop this happening so you can't use anything outside your allowance, well worth doing especially as their Internet usage allowance indicator in your account doesnt update real time.

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        29.02.2012 21:05

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        Poor coverage, excessive charges for use outside of contract, terrible customer service, DON'T BUY

        3's customer service is terrible. They unfortunately have put their customer service in a call centre which is overseas. Their staff are rude, difficult to understand to an extreme, and their complaints department have limited opening hours. Coverage on the network is shocking - I get absolutely no data capability between Shropshire and West Wales where I live and work. Travelling around the country by train - forget it! Absolute no data or basic phone coverage. Yet the sales staff in the UK were happy to sell me a 24 month contract even though they knew that coverage where I live and work is poor. Despite now admitting that I live in a poor coverage area, they want me to pay £140 to get out of the contract. Very poor, 3! I am an extremely irritated and upset customer, and in the dozen or so calls to your so called customer service you have only demonstrated a complete unwillingness to put right a missold product.

        As an aside, their 'deals' get you back in underhanded ways so your bills will always go over your limits ***So beware*** - I would steer clear of 3.

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        21.01.2012 22:24
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        A fantastic network

        Time had come six months ago to purchase an iPhone, it was time to make that change and get the phone I wanted on a contract for the first time in my life (scary!). After looking around on the internet one network was continuously showing up as the cheapest and that was the Network Three. After research on the internet it was obvious that most people in the delightful UK were not at all happy with the service they were receiving, stupidly I had ordered my new phone before reading these reviews but I have since been surprised by the quality of the service and I'm glad that I did not look this network up before signing up.

        My contract was for an iPhone 4 in white - Newly released at the time with 500 minutes, unlimited texts and unlimited internet. The network charges were about the same as other networks however 'Three' were only charging £99 for the handsets whereas other networks were charging up to £400, absolute bargain! I found the Network Three website very easy to use and my new phone was ordered within a matter of minutes, they did a quick credit check and my phone was with me within two days. They had even included a nice free case for my phone which was as they described a 'good will gesture'. This was handy and it has saved my phone many times as I did not take out their insurance plan, they had many cover options available on their website if you wanted protection and unfortunately I could not afford an extra £10 a month! I'm slightly poor!

        I ordered my phone by using the networks website however there are plenty of Network Three stores dotted around the UK, see this web link to locate your nearest store: ( http://www.three.co.uk/support/store_locator ). I have visited many Three stores in my time and the staff have always been very helpful even though I have never actually bought anything in there, obviously this can vary between locations but they generally seem very nice. There are many dummy phones on display with all of the prices and plan information clearly shown.

        ***Setting up***

        Once I had received my phone it was pretty much ready to use, the sim card was installed and all I had to do was call the voicemail service to set up a personal greeting. The first use was very impressive, I have used a few mobile networks in the past and very many fail to work in our area as we out in the countryside away from normality! My phone had plenty or signal indoors and even 3G connections for entering the lovely world of mobile internet if I stood by a window.

        *** General signal and call quality ***

        Now I have seen many reviews with people complaining about the coverage they receive with Network Three, I have luckily not suffered with this problem yet. I'm not sure if maybe they have changed their provider as for general calls and texts Network Three uses another mobile network - Usually Orange. The network has its own 3G connection with their own mobile masts for providing internet services, they claim to have 99% coverage here in the UK but unfortunately I cannot comment on this as it is probably slightly impossible for me to walk all over the UK testing Network Three. I have travelled quite often around the UK to cities and far away places and I have yet to experience an area that does not have good enough signal to call or send a text, obviously there are very short moments of no signal for a few seconds when driving down ditches but nothing major.

        The 3G internet that Three provides is absolutely amazing, when I have 3G signal (Which is pretty much all of the time) I can access almost anything on the internet, stream videos and I can also watch TV on the BBC Iplayer website. The quality and speed is absolutely fantastic and it always has been, it can also load the Dooyoo website in a matter of seconds. My phone can also connect to my laptop to provide full internet on the go and it also works fantastically well, I find it even quicker than our home broadband connection. The internet allowance on my package is a reasonable 500MB of internet data download but I find this very easy to use up with the modern life such as Facebook etc. Three offer the internet data add on which is £5 for an extra 2000mb of internet, bargain! I now never run out of usage.

        ***Using the Network Three Abroad***

        I have used my phone in three different countries including the USA. I had an unfortunate encounter on our first trip as I was very silly and did not activate my phone for roaming before I went and I had to live two weeks with no phone, one very sad Nick! This was not the networks fault as it's a safety feature not to cause a huge bill and it was clearly marked in the instruction manual. The second time came around quick and I had activated my phone quickly on the way to the airport, there was no messing around and a free call to the automated service had my phone fully operation to use abroad, yay! It was easy to do and very much easier than most other networks procedure when you have to talk to an Indian call centre! The abroad charges can be viewed on the Network Three website, it is easy to use like most of the Networks features.


        My phone worked extremely well abroad and the network sent me a text as soon as I had turned the phone on explaining the charges involved with travelling, they were not at all as bad as I was expecting and I was able to contact friends at home without battling huge debts when I returned.


        *** Customer service ***

        Now this is a common complaint from most Network Three users - The dreaded customer service. From reading other people's reviews all over the internet it seems that almost everyone is slightly upset with the customer service but I very much like the people on the other end of the phone. I have only had to call twice when I dropped my phone in water and my phone would not connect to the internet, both incidents were completely my fault and both operators were extremely helpful and couldn't do much more to please me. They did not rush me off the phone and talked me through all of the procedures and generally made the experience a good one. Once I accidentally hung up on them and they even rang me back on my landline which very much impressed me.

        *** My overall opinion***

        I generally love Network Three and I will happily give them a whopping 5 stars as I think they deserve it. I have never had any major problems with the coverage, customer service or prices. I think they are a fantastic network and they are at least worth a try next time you have to change your phone - they even offer a two week return service so you do not have to commit to the contract straight away.

        Would I recommend this network to a friend? Yes! I have recommended many friends and a few have joined, they all seem just as happy with the network as myself!

        Thanks for reading,
        ©Nickbrown60

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          26.12.2011 20:19
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          Avoid if you value your sanity

          I hadn't given the 3 mobile network a second thought until I met my partner. I use Virgin personally and am very happy with them considering I bought my phone almost 7 years ago and have never ever had a problem with it or the network coverage. I did consider switching to 3 a year ago when I discovered my partner and I could get very cheap calls to each other, that is until he started having problems with this phone.

          I forget the exact name and model of my partners phone but it's a clam shell design one made by Sony. He upgraded to this particular model a year into his contract and at first seemed very happy with it. After about 3 months though things started to go wrong, the phone would after being charged up for several hours suddenly lose all battery power and switch itself off after only a few minutes, once it happened during a call which was frustrating for him as I'm sure you'll understand.

          We tried charging the phone again, letting the battery run down, not using it so much etc...but the problem remained. In the end the phone was rendered unsuable so we trotted off to our local 3 store to get it sorted, oh what fun that turned out to be.....

          At first they were very apologetic and offered to return the phone to be looked at and repaired if neccessary, we waited a week then we told we could pick it up. In the store the phone seemed fine when the assistant demonstrated it and said all appeared ok now. When we got home however the problem with the battery started again so of course we had to go back to the store, again. This wouldnt have been so bad if our local store wasn't a 40 mile round trip away costing us time and money in petrol which we couldn't really afford.
          The phone went back 3 times, after which the store refused to deal with us anymore claiming it was our problem and not theirs, well that's true actually as my partner was paying out each month for a service he couldn't use, how is that right?

          Eventually my partner lost all paitience with 3 and sent the phone direct to the manufacturer to be restored, after which it worked perfectly and has done ever since, why couldnt the store have arranged that for us in the first place and save us all the hassle?!

          My partner has vowed never to use 3 again once his current contract expires next year, sadly until the he is stuck with them as he cannot afford to buy his contract out and I certainly dont want anything to do with it. The staff at 3 were increasingly hostile towards us as we had to keep going back, in the end they wrote to my partner claiming he had been aggresive and threatened to ban him from ever going back! idiots...

          My advise, steer well clear of 3, they are a bunch of cowboys who treat their customers with contempt when things go wrong.

          (I have also uploaded this review to Ciao)

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            11.02.2011 10:07
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            You get what you pay for...

            I've recently got an iPhone on The One Plan from Three, so I thought I'd give them a quick write up.

            The first thing to comment on is the price - the reason I plumped for Three in the first place...Three was by far and away the cheapest place to get the iPhone from - I paid £70 for the phone on a £35/month contract - plus got £106 cashback through quidco. The One Plan includes 2000 minutes (plus more to other Three mobiles) , 5000 texts and "all you can eat" internet. In black and white, this is just cheaper than anything else I could find.

            Sadly, however, there is a reason they're so cheap - their customer service really is bare bones.

            My first handset I ordered (HTC Desire HD) was delivered with horrible Three branding all through it, ruining the experience of the phone - and worse, it was locked to the Three network so I couldn't get my numbers off my old SIM card. The phone was advertised as an unlocked handset on their website, but even so it took three or four calls to persuade them that they should provide me with the unlock code - and even now I'm convinced that they're going to charge me for it - despite a manager agreeing they would make an "exception" and not charge me. Speaking to their customer services team really does fit into all the most negative stereotypes about Indian call centres - there are endless menus to go through before you speak to someone, the people you speak to read from scripts and have broken English - and even the smallest problem is too complicated for someone other than a "supervisor" to deal with.

            Having finally got my numbers loaded onto the old phone and (for reasons detailed in another review) deciding I would rather get the iPhone, I called up and asked to exchange the handset. I have to admit, I was steeling myself for a battle - I'd noticed that (although not mentioned at the time of order), their "14 days guarantee" only applies if the handset is unused - and I'd been using mine to see if I liked it! I didn't need to worry though, the person I spoke to was incredibly helpful (so rare, I wonder if the cleaner answered the phone by mistake) - he arranged a date for the courier to come and do the swap - and that was that. Easy.

            My next interaction with them was trying to get my old number transferred over. Despite having a big article on their website about how Three are pushing to get this process done in under 2 hours, they still told me that this wouldn't be done for three days - and then the agreed switchover day came and went. The following morning I called and was advised that (despite me not receiving any notification of the fact) the switch had been completed - that a simple off-and-on would sort it out. Of course, having done this, the problem remained. I then called back again. The woman said that she would need to call the number to make sure it hadn't been transferred - and apparently she had no other phone, so would need to call me back afterward - she never did. I gave up and went to work - but some 8 hours later the problem seemed to fix itself so (thankfully) there was no need to contact them any further.

            My gripes about their service out of the way, a note on the network itself - it's fine. I've had no issues getting signal anywhere I've been, download speeds when out and about are quite ample and voice calls are stable and good quality. No complaints in that regard.

            Overall, I think that Three offer a half-decent service, so I'll give them three stars. All being well, you shouldn't need to contact their horrific call centres too regularly, so it's hard to give them a one star review just on that basis - for the most part they do what you pay them for OK - and you don't pay them very much for doing it.

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              16.09.2010 20:21

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              STAY AWAY FROM THESE CON ARTISTS!!!

              Absolutely rubbish! I had a phone with them that I bought simply because the contract was cheap. What stupid mistake I made! I spent £160 on the phone itself then I was to pay £35 every month. Well I thought that was reasonable for a top of the range phone, but as I got it. I got NO coverage, I was forced to go outside to make a call. I don't live in the middle of no where, I live close to the town centre. I've been on, O2 and Vodafone and ive never ever had a problem. When I complained they said it was the phone, but it clearly wasn't. They couldn't admit that there network is rubbish! So they gave me a different phone.. And surprise. Same problem, no signal. When I kicked up a fuss, they refused to let me out the contracted. I've got this contract for 24 months! And its not use! Id be better off making a call using cans and string! YOUR RUSBBISH 3!!! YOUR BLOODY RUBBISH AND I HATE YOU!!

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              12.08.2010 23:14

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              as soon as my time is up I am going back to PAYG, with someone else but who?

              "Abysmal" has been quoted previously, in my opinion that is far too good. I cannot stop my calls from being diverted to voicemail so I went to the good-old-web and did a bit of searching but got nowhere. Then I went to the 3 troubleshooter site, again, I found nothing that would help. I saw the "contact us" button and followed that route explaining my problem. I immediately received an automated reply to say that they will get back to me in 5 days. Today is day 7, and I have just had my reply. It says: "I'm sorry to hear you've been having problems using our services. I understand how annoying it can be, but hopefully the fix isn't far away!" It then goes onto say: "Please click on this link to use our online troubleshooter and identify the problem: http://www.three.co.uk/troubleshooter" and then waffles on about calling them to arrange a repair if the fault needs it. To add insult to injury, I am told that: "If you don't have a My3 username you can click on the 'Register here' link on the log-in page and register for the service." This person had my mobile number so I cannot understand why Uday Rathor did not know that I was a registered 3 Contract customer? Well that is all. I cannot wait until I can cancel the contract and go back to pay-as-you-go. I would love to give a "no star" quick rating, even that would be too good.

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              26.05.2010 13:53
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              One of the most rough-handed companies in Britain today

              Three, what have you done to me. Although this is partly down to my own stupidity I thought I best put this as a warning. Last summer 'Three' contacted me. Although it was not Three. It was a third party supplier. Now, I knew my contract was coming to an end so I thought hey, their offering me an upgrade which I needed due to going over monthly allowances. So, I arranged the new price plan with the adviser and my phone arrived in 2 days. Extremely efficient. Then I found another Sim in the phone box along with a whole new contract. I contact three explaining their error and they tell me they have not upgraded me and that my contract was not due for an upgrade till Christmas. So, after 2 days of phoning around I found out I was doomed to paying two contracts for 5 months, and as a student I really could not afford this. Past around from three personnel to personnel, no joy was found. I had to bare the brunt of paying out for two contracts. Then, this is where my ultimate stupidity increased ten-fold, I thought my contract on the old phone would end at christmas and that would be the end of it. No. I've been paying two contracts since August last year with no way of claiming back the money from the contract I've clearly not been using. They even said when they phone "I can see you haven't been using this account Mr Bridges, but you are due for an upgrade for it" after telling them over and over again, I want to cancel, I want my money back. I already have one contract with you; I do not want two.
              So, basically lost out on around 150 pound with no way of reclaiming anything. I know it is my fault, but it is at the hands of a deal they've got going with their 3rd party suppliers, and because of this, in my eyes, they have fraudulently stolen money from me that I'll never see again.
              Plus, their signal piggybacking off O2 is useless.

              (£150 was from old contract - so that's on top of my new contract)

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                14.05.2010 21:03

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                Don't bother. The freebies that they use to intise customers don't even work!

                After reading the latest review about 3 being 'excellent', I thought I'd give my worth, so that people make the right choice!

                I currently have 3 contracts for the family with three and can certainly say that I will not be renewing them this time over.

                The network has gone downhill so much in last year (probably due to oversubscription?), using the free services is nigh on impossible with constant disconnections, and using paid for services such as text and phone isn't much better. Most of my calls get dropped, and the qaulity is abismal. This is conveyed throughout the family, one member of which lives in a totally different part of the country so definatly not area related!

                The internet services often time out, or won't even connect and customer service is tedious (they obviously read off a script)

                The final straw with three though was the fact they charged £5 for a new sim card, and postage and packaging ontop of that for a contract phone that had been stolen... What network charges you to get back up and running, with insurance?

                Unless you really need the savings they offer, I suggest using someone else. I've been testing out some payg sims and can say the quality of rival networks is far better.

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