Three Mobile Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Three Mobile.

Recent Customer Ratings for Three

  • Satisfaction
    3.2 stars
  • Customer Service
    3.3 stars
  • Speed
    3 stars
  • Reliability
    3 stars

Based on 530 customer ratings since 2018-11-12 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

167 Customer Reviews for Three Mobile

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Reviewer Location Reviewing Date Ratings
Since i took a contract of router Huawei E5372 on 4.December 2014 it seemed to me ok until 8.December 2014
when all 15GB gone.As i tried to resolve that issue and get an answer why is that they told me that i had
used it all (and other things like pay more on bills and excuses of not getting cancelation) even i explained
to them that that's not possible as i have been at work until late time but unfortunately with their rude
attitude as they promised an investigation of what hapend until now i haven't heard from them.So in the shortcut
as Three rejected my cancelation (even it was done after one week) still i have to pay for 2 years contract
although i'm not using their service as im scared to do.

If i could rate half of the star i will do that as i am very disappointed with their behaviour and service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Three Mobile  
1.5 years ago I signed a contract for monthly payments sim only. Unfortunately, the network signal is weak and disappears without a reason, so I decided to break the contract. It was a subscription of 12 pounds a month. 2 bills before deciding came for the amount of 27 and 29 pounds. After the break the contract I got a bill for 62 pounds, with no connection was doing that were on the bill, and some of them were double-counted. Every second voicemail was counted as a minute. I do not recommend, and he never would use the services of this thieving company. I advise everyone to be careful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Three Mobile  
Poor security meaning that my account was hacked- this was eventually rectified after a painstakingly slow and complicated process of getting passed from pillar to post within a disorganised team which appeared to have no internal communication or common sense. The customer service team are very polite, but from my experience of phone calls with them they are not helpful as often quite poorly informed of the information I require and unless you go through to the cancellation team it takes a very long time to get through to anyone. Also infuriatingly slow to get call backs on issues I have had with more recently with their service and still having to chase them. Needless to say that after about 8 years with them I am now actively looking to move!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Three Mobile  
I wasted so much money topping up my phone or using pay-as-you-go and I've never been so disappointed with a company. I am studying abroad and was told that three was a good phone company to use, but I think otherwise. Three is a terrible company to use. I feel as though all they did was take my money and waste my time. I spent more money on three topping up my phone than I would have with an international plan.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banbury Three Mobile  
This is by far the worse company I have dealt with in 20 years their customer service is pathetic and was billed plus admin fees continuously despite cancelling my account Stay well clear as shockingly bad service and poor ethics of staff (who lie and don't do as they say and management alike.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
basingstoke Three Mobile  
Awful company. 2 years ago I went to the three store in Bedford to do an upgrade. Unbeknownst to me I was also given a whole new contract despite only wanting an upgrade. For over a year I was charged for 2 contracts. As soon as I realised I was being double charged I stopped paying the direct debit that had no correlation to my phone bill. I started receiving letters for a number I've never had asking for money. After receiving a letter stating that the number had now been disconnected and the remaining balance would soon be sent to a debt collector, I paid the balance and considered the matter resolved. I have now received requests for more money. On contacting Three I have been told that they have no record of the disconnection/cancellation letter despite having records of the other letters and I am therefore liable for the £70 they want from me.

Avoid them. Utter cowboys.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedford Three Mobile  
I took out a contract with 3 and couldnt make or receive calls in most of my daily locations. To cut a long story short. They lied to me. They cheated me and they robbed me. When i had finally heard enough falsehoods and broken promises, i stopped paying them and the sent debt collectors after me. Thankfully the debt agency investigated my dispute with 3 and cancelled my outstanding debt. I am grateful to them for this decision but ABSOLUTELY LOATHE 3 AND EVERYTHING THEY STAND FOR. GIVE ME MY MONEY BACK!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Three Mobile  
I recently took out 12 month contract for 40g of data for £20.00 per.First month my son download some games on to his xbox and the data ran out within 2 days.Second month i allowed him to play on the xbox for 2 hours per day, within 3 days or 6 hours of playing on his xbox it had ran out again!.I contacted THREE, and the adviser told me it very easy to use this amount of data playing for that amount of time on a console like an xbox or ps4.I do not believe that a console like an xbox or ps4 uses that amount of data.I would not recommend THREE to anyone thinking of using THREE's mobile broadband should think long and hard.I will never use THREE again for anything.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
birmingham Three Mobile  
i had the broadband with 3 i had so much problem with it. i phone them up and they sand other router out to me in the end and in a couple of days down the line i was getting the some problem again i was getting very annoyed with this. once again i phone them up again and they said to go down to the stores and they will sort it out for me . when i went down to the stores that day the staff in the stores was not much help at all. come back home with the some problem i plug it back again it work for couple of days and than i was having problem again with it. that this time a had it with us. phone them and i said i was not paying anymore for rubbish network so i cancel my phone and broadband. they said it was fee at all. i have got to other provider and i having no problem at all
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bridgend Three Mobile  
HATE HATE HATE having this contract. I went in-store to inquire, as I wasn't keen on paying for expensive line installation in my new house. I had NO idea about how much data I need each month, but the sales assistant reassured me that 15GB was plenty and that she even watched Netflix daily with her MiFi. It seemed like a GREAT idea! £15 a month for a tiny, wireless connection!

I used the internet quite frugally at first, then eventually started a Netflix subscription. My data allowance ran out in two days. I phoned up Three, outraged, but they simply just suggested I don't stream movies anymore. The call centre staffed apologised a million times without offering any solutions. I was passed from person to person with the same reply, so eventually I just gave up. I guess that's why they were so repetitive. I'm so frustrated, I wish the sales assistant in store knew what she was talking about, otherwise I never would've entered into this contract! She had a duty to help educate people like me who had no idea, so now I'm stuck with this ridiculous contract. It's SLOW (Three suggested that it depends on what time I'm online...I could barely load a web page even at 3am) and my data even ran out this month after specifically AVOIDING large streams.

I've tried so hard to get rid of it, but I'm stuck. I've phoned countless times, filed complaints...There's nothing I can do. Thanks Three! Please train your staff better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Three Mobile  
I have been with three mobile for several years with outstanding service. three mobile broadband. should not be aloud to operate. no customer care and when you do get hold of them they are not interested in helping
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Three Mobile  
I just wanted to cancel my contract and get a PAC. It took 3 phone calls, one visit to the store, many failed 'reset your password' links. A maddening experience. Our last phone call lasted 50 min ! Totally unacceptable. Plus, I never had any coverage, reason why I wanted to switch in the first place.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bristol Three Mobile  
I had previously been a loyal customer of three; I left them once before (on good terms) only because I found a better deal. So based on my previous good experience of Three I had no hesitation in returning to them. Sadly second time around and the service is dire. I started having problems with my mobile phone (iPhone) very early on in the contract, phone kept freezing and calls kept dropping, texts sending multiple times even though an alert popped up stating message failed to send. I phoned Three Customer Services several times on this issue within the first 12 months; each time they fobbed me off telling me I need to do a factory reset, reboot or install new software. Despite all of this the problems did not go away. My phone contract is now 1yr and 39 days which means that my 1 yr Apple warranty has lapsed but I am still within my 2 year warranty with Three (as I found out today). To rectify the issues which as mentioned have been on-going for the past year; three are now telling me that I need to take my phone to Apple and pay the £300 to have it repaired and only then will they re-imburse me under warranty if the fault is not down to damage. Yet had they dealt with the issue correctly when I first reported it my phone could have been repaired without me incurring any up front costs. My dealings with Three since returning to them has shown Three to be incompetent with poor knowledge, bad record keeping and dire customer care (each phone call taking around an hour of my time). I would not recommend Three to anyone and I will be leaving them never to return as as soon as my contract permits.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Bromley Three Mobile  
i would say that the mobile broadband service from the 3 network is very poor , the download speed i have is no more than 100kbs on average this really is not broadband, its not much better than dial up.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
brynithel, abertillery Three Mobile  
Totally disgusted with Three. I took out a mobile contract in 2012, which was terminated after the contractual term had ended. Last month, out of the blue, I received a letter from Debt Collectors asking me for an outstanding balance of £31.00.
So, after four years, THREE decided that their only option was to send in Debt Collectors. If, at the termination of my contract, there was an outstanding balance why was it not collected by direct debit? Absolute joke! I asked Moorcroft Debt Recovery Ltd to provide an account statement showing Invoices and payments and all I have received is a letter confirming the date I took out the contract and the balance. Shocking - buyer beware!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Caerphilly Three Mobile  
Worst mobile provider I've ever been with, customer service no * network no * cost too much ,ie with Three £43 month for rubbish service, now I'm with Tesco that are BRILLIENT £18 mnth EXELLENT service far more data,min, texts , never again will I have anything to do with three, look at trustpilot reviews first 30 three reviews 1 red star.
  • Satisfaction
    1 star
  • Customer Service
    1 star
CAMBRIDGE Three Mobile  
Awful service internets slow, customer service is poor and they hike up prices haha. Im swapping back to one of the other networks. Stay away all you can eat slow data
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Three Mobile  
Cancelling a contract takes at least 3 phone calls speaking to different people and takes well over 30 minutes each time. I have had mobile broadband with them on a dongle and for a tablet and cancelling both was a nightmare. They are rude, arrogant, pushy and offer no help. These calls cost me a great deal because I don't have a three phone and they just try to keep you on the phone as if their persistence will encourage you to take out a new contract. Not to mention that their signal for mobile broadband is poor and not worth the money. I won't be using their services again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Three Mobile  
i hate three when I buy told me that not had a contract then came a bloody surprise 12-month contract hell.....
I paid £ 20 for unlimited internet i know it's a small amount but I almost always not have internet if not can of what promises to a low value so do not promise what can not do, increase the value
if I have internet for 2 weeks is much for those who thought would have the whole month
I called to say had never internet the value go for £15 worse problem now with internet and signal i in the last month and have a week that I am almost no sign I hate this junk even in Brazil's favelas not have this garbage
cardiff Three Mobile  
Unbelievably bad customer service. Spoke to over 10 different people over the phone to try activate my account but no one could tell me the same answer. My account was lost, apparently i didn't exist and my postcode was registered to another person. Tried to cancel but I have to wait 72 hours for the account to be activated. I will believe it when I see it. Not holding much luck with these guys. Should have gone with Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Carlisle Three Mobile  
Our Three signal is good (looking at other reviews not everyone checks first). We are in a semi rural area so congestion should not be much of a problem. So far internet speeds have averaged 40-50 MBS, fine for 4k streaming. There is a bit of a lag as you start up, most of our speed tests point out this would not be good for gaming. Our previous fibre was not half of this due to distance from the centre. Reliability has not been 100% with a few days of poor service but compared to BT its about the same. Data transfers, especially uploads, have been extremely quick.
Customer service has been challenging at times, you get get the "we want to help you" type of approach but few will understand exactly what you are saying.
We have the Huawei AI cube (more of a cylinder really) which supplies the whole house fairly well. I use an Ethernet cable for the TV which seems much better for stability than wifi. I had a go at range extending but there seems to be an incompatibility with my tp-link plug in system. I have simply moved the antennas on my remote computer.
All in all very happy so far.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Caterham Three Mobile  
This review is for the 3 HomeFi package on the Unlimited Data 24 month contract.

Been having ongoing issues with landline broadband for months. Despite trying 3 different providers, 4 different routers, both copper and FTTC connections (unfortuantly FTTP or Virgin lines aren't an option) I was only getting speeds of <1mb/s and constant connection droptouts yet my providers saying I was getting speeds of >40mb/s on their system. After Openreach engineers couldn't find any faults I decided to cut the landline and go 4g. Been with 3 HomeFi for about 2 weeks now and so far it's been the best decision I've made.

With this package you get a Huawei B311 router with a 3 SIM card inserted that when up and running works like any landline router. There are however some pros and cons to this packagage so I'll break my review down and highlight some of the pros/cons:

Hardware: As said the router is a Huawei B311. It's quite small so doesn't stand out like the monstrosities my previous 2 landline providers supplied. However it is quite lightweight and feels a little flimsy so I'm not sure about the lifespan of the hardware. That said though it looks pretty simple to buy a 4g router and just insert the SIM into that one if this ever breaks down. This is definetly a plus as although anyone on landline broadband can use a third party router it isn't always a simple task. With 4g broadband though it is a simple plug and play. Infact some might prefer to buy a router and data SIM seperatly (3 are currently offering a 12 month SIM only contract with unlimited data for £20 pm). The router is pretty basic compared to the ones supplied by landline providers though. It has a power and WPS switch and lights that show the stuatus of power, mobile network, ethernet, WiFi and mobile signal. However it only has one Ethernet port which was a bit of a let down intitially. Also 3 seem to have stripped down a couple of other features. It has a phone socket port so you should be able to connect a landline phone and make/recive calls via the SIM, but although the socket is present it has been disabled and I can't find a function in the router UI to activate it. There's a removable panel on the back of the router that reveals a SMA socket to attach an external antenna which can possibly boost mobile reception (and potentially download speeds too). However I get the impression by the size and shape of the removable panel and the fact that many 4g antenna are sold in pairs that there should be 2 SMA sockets and one seems to have been removed. But one absolute bonus to this router over a fixed landline is portability. All you need to get broadband up and running is electricity and a 3 signal so this router can be placed anywhere in a home (it may take a while to find the position with strongest signal though) and can even be taken on holiday (looking forward to not having to use hotel WiFi any more). Even though this router is a little basic there hasn't been a function it can't do that a landline router can't as you'll read below.

Software: As with any router you access the UI by typing the IP address into a web browser and it is very straight forward to navigate unlike some of the landline routers. It shows you the usual router settings that can be changed but also shows your current up/download speeds, number of devices connected, mobile signal and some other statuses. It also allows you to set data thresholds so you don't exceed any download limits. Additionaly you can download a UI app so you don't have to access it through the IP address and you can also set up a my3 account to keep track of data usage/spending and can download a my3 app too.

Connectivity: According to the manual you can connect up to 32 devices at a time and here's how I've found the different connection types. WiFi - The Wifi works like any other router by searcing for the connection on your device and entering the password. The range of the WiFi is brilliant, I can get a better connection 2 rooms away than I could from my landline router (back when I had working broadband that is). But this router only offers a 2.4ghz WiFi connection which can be very congeseted (not just by users connecting through your router but by other nearby routers) and doesn't have a 5ghz WiFi connection which pretty much comes as standard with fibre routers these days. Ethernet - As said this router only has 1 Ethernet port which initially was a bit of a disapointment. However it's ended up being something of a bonus. I repurposed an old landline router to work as a network switch and placed it behind my TV so I have the Ethernet cable from the router going to this switch. I then have 3 cables going from the switch to 2 games consoles and a Roku box so with the switch being conveniently hidden the 1 cable leading from the router doesn't look as untidy. WPS - This is the only connection type tht has been a headache. According to the manual to set up a WPS connection you just hold down the WPS button for 2secs until the WiFi light on the router starts to flash. However no ammount of pushing could get this light to flash. So setting up my WiFi printer was a bit of a mission. The printer was unable to find the network by pushing the WPS button or enabling WPS in the router UI. I was able to find the printer using the network settings on a laptop but it was unable to connect. In the end I had to delete the printer drivers from the laptop, reinstall and set up a WiFi connection by connecting the printer to the laptop using a USB cable and then enabling WPS through the router UI. But now it's set up it's working fine. SMA - As said there's a SMA connection that can be used to connect an external antenna to boost mobile reception. I haven't used this yet but do plan on buying an antenna to see if it boosts signal/speeds. You could also by an SMA cable so the antenna can be installed in the place of the strongest signal yet the router placed near the devices it needs to conenct to. Phone - It is somehting of a let down that the phone socket on the router has been disabled as although I rarely use a landline it was always nice to know it's there as a back up.

Speeds/Signal: One downside to mobile broadband is you don't get the minimum guaranteed download speeds that many landline providers offer. Although the router can in theory provide download speeds of upto 150mb/s you are never going to get anywhere near this and you will find that the speeds fluctuate rapidly. I have had download speeds in the range of 2mb/s with only 1 device connected via Ethernet but have also had speeds >20mb/s on a device connected by WiFi 2 rooms away with multiple devices connected at the same time. The reason the speeds can be so inconsistent is there are more variables to consider than through a landline connection. Signal strength and proximity to mast, router location, network congestion and even the weather play their part as well as the usual variables such as router channel and other other interferances you get with a landline router. It's for this reason that I've only scored 3 for speeds. However the upload speeds and ping rates always seem pretty stable. The uploads are consistently in their teens and the ping rates are usually holding in the 50's which is very respectable. Despite the varying download speeds it hasn't been an issue with using the data and I've had only one dropout in connection in the 2 weeks which is why I've scored 5 for reliability. With the router fresh out of the box I wanted to see how far I could push the connection so I had a Roku box streaming a film 2 rooms away, another streaming live TV 2 rooms away, a tablet streaming YouTube 2 rooms away and a mobile and a laptop browsing the net all while my son played Fortnite on the Xbox in the same room as the router. There was absolutly no buffering and crystal clear picture quality on the devices that were straeming and only a very slight lag on the Xbox which was fine because I'm never going to be transferring this much data on this many devices normally. The only time the inconsistent speeds have been an issue was when my son was downloading a 12gb game on the Xbox, it took hours and the display on the screen showing live download speeds showed you just how varied they can be with them jumping between 15mb/s and <1mb/s quite rapidly. This is the only time I've had a connection dropout as I tried to stream on a Roku box at the same time as this download and the router just couldn't handle it. So downloading large amounts of data is an issue but the speeds are fine for streaming and online gaming. The mobile signal the router recives will play a big part in the speeds you're getting as throetically the stronger the signal the higher the speeds. So the location of the router is imperative and ideally close to a window to pick up the signal easier from a mast. I checked the 3 signal for my address both on their website and the Ofcom website before purchasing and this is something I strongly advise as like I've said there are no guarantees for speed. You can also download apps that can show where the signal is strongest around you and like I've said there's also the option of installing an antenna (even outside and connecting to the router via cable) to get the optimal mobile signal. I'd also recomend keeping an eye on the signal strength in UI as the light on the router shows the strength by 3 bars and my signal has never dropped below 3. However the strength is shown using 5 bars on the UI and this was showing between 3-4 bars when I first set the router up despite the light showing full signal. I've now got the router in a positon where it's showing full signal on both the UI and the router.

Customer Service: I've scored quite low in this area as I have concerns about the customer service 3 provide if I ever needed it. Being mobile broadband this type of contract doesn't come with the guarantees that an equivilant fibre broadband contract comes with. As said there are no guaranteed minimum speeds. Also my last two providers offered 60 and 30 day guarantees that allowed me to leave the contract within this time without any early exit fees if I wasn't happy with the connection and both these guarantees were worth their weight in gold with the issues I'd been having. With HomeFi though there is no such guarantee. However you can return the equipment within 14 days providing it's unused and the small print even goes on to say that they will still consider the device unused if you've switched it on to make sure it works but haven't yet started using it fully. However it's important to note that this returns period is only granted for online/phone sales and if you were to buy the device/contract in a 3 shop you wouldn't get this guarantee. The contract with 3 also states that you only enter the contract once you insert the SIM into the device and it activates. So with this in mind I ordered a free PAYG SIM and loaded it with 2gb data @£10 so that I could check the router worked, could pick up signal and connect to my devices. I figured that doing this would be considered turning it on and checking it worked but if 3 disagreed and I wanted to exit the contract I would be able to as I hadn't actually gone live with my contract yet so would only liable for the cost of the router. I did need to contact customer services whilst setting up the router and it's because of this they've scored low in this area at the moment. When I put the PAYG SIM in it activated and picked up signal wihtin 5mins. But when I put the contract SIM in there was still no signal after an hour so I called 3 customer services. This ended up being a bit of an issue as the number that was printed on the SIM packaging was not recognised and finding a number for 3 customer services online was a bit of a mission. Once I did find a number that worked I was on hold for ages, when the call was finally answered the operator told me that as it's a broadband device she'd need to transfer me to the broadband team as she's in the mobile phone team, fair enough but I was then on hold for ages again. When I was finally put through I was told I'd need to speak to the faults team and yep you guessed it... back on hold. Whilst I was waiting for this call to be answered though the router finally picked up signal so I just hung up. It was obviously just the case that it took a bit longer for the contract SIM to activate than the PAYG one. So although it wasn't a major issue on this occasion I can see myself being given the runaround if I ever need to contact customer services in the future.

Summary: This router and contract has been a lifesaver after the issues with landline broadband that I've been having and at £22 pm it's comparable to a basic fibre broadband cost. However if you can get a decent fibre connection this isn't likely to be a viable alternative as the cost for fibre broadband also includes line rental so you can use a homephone which like I've said has been disabled on this router. There's also the fact that if you can get a decent fibre conection you'll likely have far higher and more stable speeds. But for someone in my position the speeds I'm now getting are a lot better and more stable than on my shoddy Openreach line. And the portability of this router is a massive bonus that makes up for some of the downsides this router has compared to a landline one. There are a lot of variables you might want to consider before entering into a contract of this length, not least the strength of the 3 signal in your area. If you don't want to enter into a lengthy contract though there are other options with shorter contracts. However these come with data caps, can be more expensive p/m and may also require a partial or full payment of the router. With this contract being £22 pm including the router yet a SIM only plan being £20 pm this does seem to be one of the few mobile plans that include the device for free rather than adding the cost onto the contract price. This is considering that although you'll be paying £2 pm less on the SIM only plan you'll need to buy a router yourself and the starting price of a 4g router on Amazon at present is £69.99 (TP-Link - reduced from £99.99 so it could go up again). That said the 4g routers on Amazon come with more features than this one such as extra Ethernet ports, a working phone socket and 5ghz WiFi signal as well as the 2.4ghz. So it could be worth the extra cost in buying the SIM and the router seperatly just due to the added features. For me though despite the basicness of this router I have been very impressed with how well it compares to a fibre router.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Chesham Three Mobile  
This is a follow up review for the 3 HomeFi review I posted a few posts below on 10/5/19.

Our Internet cut out today and when I looked at My3 account I found we had supposedly exceeded our 100gb data allowance by over 4gb and incurred additional charges of £47.94 because of this. I called the billing and contracts team (again finding a working number for customer services was a mission as the one on the sim card didn't connect) and explained I should be on an unlimited plan. I was told that I was on a 100gb plan but if I wanted unlimited they would happily add this to my contract for £10 pm extra. So then we had a back and forth conversation of me explaining I already signed up for unlimited data and demanding my Internet connection be reinstated with the unlimited data I signed up for and the fraudulent charge of £47.94 removed from my bill immediately whilst the operator insisted this was not the case and kept offering me unltd data for £10 extra. Eventually he said if I have evidence I signed up for unlimited Data to email this to 3 and then call back. Fortunately I still had the order confirmation email in my inbox showing I had signed up for unlimited data.

Once I fwd this email to 3 I logged on to Web chat and demanded that now they have the proof to provide the service for which I signed up. This took a little while as they needed the email tracking ID I should have received as confirmation from the email I sent, but as I never received this I had to resend from an alternate address as apparently they are unable to look into this confirmation themselves despite me providing the order ref no that came with my original order.

The person on the webchat was brilliant once I provided the tracking ID and my Internet connection was soon up and running again and My3 account now showing unltd data with the £47.94 additional charge showing as credited to my account now.

The reason I was given for this happening was that the unltd data I signed up to was a Ltd time offer and the way the sell it is to sell a 100gb package with a free unlimited data add on and apparently the add on wasn't added to my contract when I signed up.

So I wanted to update my review because if it's happened to me it can happen to other people. So please make sure you check your My3 account regularly to make sure you getting what you signed up for. I didn't do this because I was on unltd data and although this caps out at 1tb I knew we'd go nowhere near this.

I've given 1 star for customer service because once I sent proof of my account and provided the tracking ID it was sorted immediately. However they don't get any further stars because obviously this shouldn't have happened in the first place and that they couldn't look at this on their system without me providing evidence of my order is very worrying as if I had not had this proof I'd be stuck with a 100gb data allowance rather than the unlimited one I'd signed up for
  • Customer Service
    1 star
Chesham Three Mobile  
I did cancelled my contract with them twice and they charge me £35 after my first cancellation (i did pay and i cancelled a second time the same contract) and they keeps calls me 5 times a day because?i did not cancelled my contract and i need to pay them £40.ive got a few letters from a debt collectors.it was a horrible experience.if you would like to cancel a contract make sure they understands you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
chester Three Mobile  
Almost every call drops or at least glitches and I have to play hunt the signal before using my phone almost everytime, perching precariously on the edge of my bath tub and pointing my phone out the window is about the only way it will work, so I have to leave the phone there to act as a mobile hotspot and use my tablet for internet access, any time a taxi or a plane goes by it will lose signal and I have to go through the rigmarole of signal hunting and resetting through the airplane mode and turning the hotspot on again. If it would not be rewarding them financially for failing to deliver a reasonable service, I would buy my contract out and I Will have nothing from three mobile ever again, I'm even going to try to ban them from sending me adverts!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Chichester, west sussex, UK Three Mobile  
Avoid this company at all costs. I cancelled my account in 2016 and moved to EE. They said my account was cancelled. Two years down the line we noticed that three were still taking monthly ditect debits from our account. We didn’t use the phone in two years and was charged £800!! When we initiated a complaint with customer service we ended up speaking to a helpdesk abroad. They said because we didn’t use the PAC code to transfer to EE, they started taking payments from us again. Mobile phone companies have changed their policy as of yesterday and they now have to inform you if they keep your account open. However three should be ashamed of themselves. An absolute shambles of a company...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coatbridge Three Mobile  
I was mugged nine days ago and THREE have been useless! I still don't have a replacement SIM card yet (for which they're charging me £5.11... I'm a pay monthly customer on a £40 a month plan?!). If you don't have a phone there is no way to contact them in real time (no chat option, Twitter won't deal with "account related concerns", no one has read a Facebook message I sent over 24 hours ago). I had to borrow a stranger's phone to report mine as stolen (I had my laptop, but there's no online option)... there was no obvious phone menu choice for victims of crime, so we waited on hold for 20 minutes before speaking to anyone. That person then repeatedly referred to my phone as "lost" even though I had told him over and over again I was the victim of a violent assault. He then tried to use my call as a sales opportunity (I'd told him I was on a stranger's phone). 6 days ago I emailed to ask about my SIM card and it took them 5 days to reply... clearly the rep hadn't read my email as he asked if they could send my SIM to the nearest store from my house (half an hour's drive away... ummm yeah I want to drive, park and come to them when I have pretty bad PTSD... and when I specifically asked for it to be delivered to my house ASAP). I replied to that email over 24 hours ago and am guessing I'm on another 5 day waiting list. I don't have a home phone, there is no payphone near my house, not enough bandwidth to get Skype running (this is the reality of living in the country). Having a working phone would allow me to call family & friends when I'm upset about the attack, it would really help me, but THREE couldn't give a sh*t, they just want my money. THREE are greedy, useless and heartless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Three Mobile  
Had 2 years good service, last month it stopped,a month latter after being tied into another 24 month contract with the promise the better router would work, still no internet, no exaggeration 30 phone calls latter hours on the phone, more lies than would be believed from the technicians and network team ie, were working on it,the account is set up wrong, the sim card is faulty,give us a week while we work on the mast, we will phone you back, etc just a few examples, they are trained to lie so to close the case down, I have never met such a bunch of liars,and hope never to come across this company again, your ok if things work, but if you have to contact them beware,it seems they take pleasure in your stress and make life very difficult, got through to customer relations today to be told we cant provide you with a service because we've upgraded to 4/5g and that's not in your area, and wont be mainting the old equipment where you were getting your signal from.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Crediton Devon Three Mobile  
They promised it would cover my area. It did no. Despite requests it still did not cover. Breach of contract. Returned mobile phone and cancelled contract. These nasty people called in the debt collectors and threatened legal action. Called their bluff and eventually they gave up. Nasty vindictive people that do not do what they say. Poor coverage even poorer customer service. Avoid like the plague.
crowthorne Three Mobile  
The worst company ever avoid like the plague. Extortionate prices that change when they feel like it and customer service actually lie to you everytime you ring. Can't wait to get to the end of my contract. Please avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Cumbria Three Mobile  
So Three UK think it's alright to offer you a refund one day and then say no sorry our guy was wrong the next day! Their customer care service is shocking, avoid like the plague... They also say they'll cancel your contract months ahead of time but they don't... You'll still need to go through a painstaking conversation with them a month before it should have cancelled :-/ not impressed
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
DERBY Three Mobile  
I'm so sick of them, leaving after being a long time customer.

They refuse to help me, and I've had numerous emails with rude and arrogant staff. They've doubled their prices on some contracts, and I'm not prepared to pay it.

Clearly Three don't give a damn about their customers, and people seem to be leaving like rats off a sinking ship. Personally I'm glad to be rid of them, and don't recommend them to anyone at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon Three Mobile  
i live in tower hamlets in east london. three 4G is very weak and very slow. all the time signal is very weak and not fast 4g ongoing problem. three masts are too congested in our area. left three network after 6 months. every singla day and night i had problems with their 4G speeds.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
East London Three Mobile  
I have been a Three Mobile customer for quite a few years now. I have managed to develop 5 websites on a Three Mobile dongle so I can't really complain about the usage, but I will say that the Customer Support is certainly challenging.
We have had an issue with the dongle recently so we needed to get in touch with Three. We went to their support page many times and left messages as suggested, but we never heard from them. It may seem a bit strange, but the customer support on Twitter is excellent. Unfortunately it is limited, because they then transfer you to the Three support page where nobody gets in touch. However, if you call customer support they will try hard to sell you another contract. Be careful. A few years ago, I agreed to a 12 month contract and they put me on a 24 month contract. As I was a loyal customer at the time, I accepted it because I fixed the problem I had then myself. Unfortunately, customer service recently has been shocking.
We try not to call customer service if we can help it because we are unable to understand the people on the other end of the phone.
Many years ago, I did ask to speak to a Manager or Managing Director, who was very kind and was very helpful, but to be honest it should never get to that stage in the first place!
As I use the internet alot, for business, I am now looking for another service provider with excellent support. I doubt I will find anyone who can match the deal I have which was made with the Managing Director, but I guess customer service has now become my top priority.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
East Sussex Three Mobile  
Misinformed in Three shop when signing a two year dual service 'watertight' contract. Hours of phone calls to customer service because they do not respond to my complaints on their website. After contacting OFCOM, I have asked them to put things in writing, but they don't. They just ring, which makes it difficult to get the necessary documentation to justify a 'letter of deadlock'. Poor to non-existent mobile WiFi coverage. They advertise free 4G - but don;t have 4G cover in areas where most other providers do.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Sussex Three Mobile  
no stars company is a disgrace and stictch their clients up i cant even get a signal but they charge me for using my own internet to make calls on their network because there so poor.
please do yourself a favour and dont use this network
east sussex Three Mobile  
Woefully inadequate customer service, clearly under trained, didn’t understand whether vat was included or not when asked, (three different members of staff), two months in succession spending an hour at a time to try to resolve, but “computer says no”. Six year customer now looking at other opinions
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Three Mobile  
Three are the most difficult company to deal with. I ordered a broadband device to take away on holiday with me over the phone. I was assured it would be delivered before I went on holiday. As it did not turn up by this date I rushed to a Three store to pick up a new device and in turn take out a new contract. I tried to cancel the contract and was told they would log the call but I couldn't cancel until I received the device or if I refused the device. On my return from holiday the device had been stuffed in my letter box - I did not even get the chance to refuse the device. I then called customer services and after hours and hours of conversation over 5 days they still refused to let me return the device. i went back to the store I bought the 2nd device from and they tried reasoning with Three on my behalf however the call centre still refused to accept the device back. After numerous more calls eventually and emails eventually Three said I could send the device back. I sent the device back and am now being chased for an outstanding balance on my account, even though I set up a direct debit?? I am now suffering with panic attacks as I honestly don't know what to do.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England Three Mobile  
Be warned Three Mobile are allowing third party companies to commit fraud in my eyes and this is why. Three mobile suddenly took out an extra £27.52 out of my account on my bill, I was soon on the phone to see what is going on. They say that another company called Tap2Bill has charged me through my mobile for a service that I have taken out, I know nothing about this at all and told them that this is wrong and obviously fraudulent. They answer telling me that I need to cancel this subscription that I know nothing about and continue after several calls to say this. They tried on one point to do a conference call with this company and was not successful as the phone kept going dead, after a lot of angry words and calls they refunded me this amount but say they should not do this. I ended my two phones with them and now they are saying I owe more charges from this imaginary subscription hence why I am going to advertise this as much as possible because everyone needs to know that this can happen to anyone and if you look online there is hundreds of people having the same problems and getting charged for it and not getting their money back. We as customers are not told from the start about any third party companies that can charge us via our Three mobile. Also be aware that the regulators are aware of these problems yet do not seem to do anything and just say it is between our self and Three. I have now joined BT who on email have stated there will be no extra charges as they do not allow this to happen and have capped all phones to zero so we get no surprise charges (Well done to BT) Be aware people and will update on further communications with Three mobile, a company that in our eyes allows third party companies to defraud their customers and just do not seem to care. Please look out for lots of other reviews and publications and pass on to friends and family of how they do business and how they can do the same to anybody.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Essex Three Mobile  
Worst service from a service provider. They took my deposit, didnt deliver the phone that I had ordered and no one phones or emails to explain why. I then had to make 5 phone calls to find out what was happening on the 5th call I was told that they had tried to contact me, which was an absolute lie and i told them so. Cancelled my order there and then.
  • Satisfaction
    1 star
Essex Three Mobile  

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