Three UK Customer Service Issues

I'm attempting to reach Three regarding my faulty broadband. The available contact options - live chat, telephone, and email - seem to be inaccessible, even during the company's business hours. Is Three experiencing a system shutdown or have employees taken an extended day off on Monday? I would appreciate advice on how to reach Three and speak to a representative if the usual options are not working. Thank you.

Good afternoon, Recently, I received a new Huawei AI Cube with Three, rendering my iPad data plan unnecessary. Despite previous attempts, cancellation was hindered by an agent's insistence on exploring insurance coverage for the iPad, which is not possible. Earlier this month, Three's systems were inaccessible, and subsequent chat attempts were disrupted as I was repeatedly transferred to the Cancellation team, with the chats intermittently crashing. I wish to officially terminate the iPad data plan and request a refund for last month's charge, as the service was unused due to my previous unsuccessful cancellation efforts. The direct debit has been cancelled from my end. Thank you, Jo.

Dear Customer Service, I would like to bring to your attention that my contract with Three expired earlier this year, and I am aware that the final month or two remain unpaid. Currently residing in the United Arab Emirates, I visited Three Mullingar last week to settle the outstanding payment of approximately 90 euros, but encountered technical issues at the store. Despite using my UAE number since September [redacted], I did not receive any notifications regarding the unpaid balance. I had informed the staff at Three Mullingar about my relocation before moving to the UAE. Recently, I received an unregistered letter from Cmos dated 13/07/[redacted], stating a balance of [redacted].74 euros on my account. This amount surprises me as I had been making regular payments on my previous contract. I did not use my Irish number while abroad to avoid roaming charges. Kindly address this discrepancy promptly, as I never received direct communication regarding this matter. If left unresolved, I may consider switching to a different service provider. My previous number with Three was [redacted]. For any further correspondence, please reach me at [redacted] Thank you, Jonathan D.

Since January, I have been attempting to reach Three to cancel my mobile contract without success. Despite multiple attempts through various channels, such as phone calls, apps, live chats, and emails, I have been unable to get in touch with them. This has resulted in me paying £98 since January for a service I no longer want or use. I find it troubling that Three seems to be avoiding customer contact and even resorting to adding additional charges to my bill for a service I have been actively trying to cancel. Despite trying to file a complaint, following the recommendations of the Ombudsman and Ofcom, I am unable to get a response from Three. I believe this situation is completely unacceptable and hope to find a resolution soon.

Regarding my account [redacted], with telephone number [redacted], On Sunday, August 2nd, I visited the Three store in Weston Favell, Northampton, to purchase a new phone and SIM card after losing mine the day before. At the store, I was presented with a Nokia 2.3 Android phone that seemed suitable for my needs. The manager recommended a special offer including unlimited minutes, texts, and 8GB of data monthly for £9.00. I agreed to this offer and signed up for it. However, Three later sent me a welcome letter dated August 2nd, [redacted], stating that my package would cost £20.00 per month. This is not in line with the offer I accepted and my expectations of Three's pricing and service quality. As a long-time customer who values honesty and fair treatment, I ask for confirmation that my package is indeed £9.00 per month. If not, please cancel this contract. I hope for a quick resolution to this matter to regain my trust in Three. Sincerely, B. Patterson

For several days, I've been attempting to activate my new nano SIM card on my new phone. Yesterday, during a live chat with support, the representative assured me it would activate within 2 hours. Now, both my old and new SIM cards are disconnected from the Three network. Despite various attempts on the website, it's not recognizing my SIM card. I've verified the number multiple times, and it is indeed accurate. Can someone please assist me with this issue? Phone number: [redacted] Account number: [redacted]

I have been erroneously charged multiple times for broadband and a sim-only plan that I did not agree to. These unexpected charges amount to over $[redacted] within a month. Despite being assured that all services were canceled and I would be refunded upon returning the router on August 12th, I continue to see additional charges totaling $12.80, $12.80, and $34.93 debited from my account on August 14th and 17th. Consequently, I am facing bank charges and financial difficulties, making it challenging to cover my other bills. This situation is immensely distressing and impacting my mental well-being. I urgently request that someone from the company reaches out to me at the earliest to resolve this matter.

Account No. [redacted] Hello, I have been receiving requests for payments on a closed account despite notifying Three in August that I would not be renewing the contract. They acknowledged my request but still processed a payment on 20th September, which I then cancelled via direct debit. Although my 24-month contract has ended, and I did not opt for the monthly rolling contract, I am still being pursued for payments. I reached out to the CFO via email, who responded promptly with a case number. They assured me they would address the issue within three days. I am now waiting for their resolution.

Subject: Issue with Home Broadband Service Dear Sir/Madam, I am writing to address an ongoing problem with my mobile broadband service. Despite being a customer since March [redacted], I have been experiencing continuous issues with my home WiFi. The Huawei router I received as part of a 2-year contract has not been functioning properly, causing constant buffering and hindering my ability to work from home effectively, especially during the pandemic. Despite seeking assistance at the store, my concerns have not been resolved, leaving me frustrated with the unreliable service. This situation has left me feeling disappointed and misled, as I was assured of a dependable Internet connection suitable for remote work. Living in an area with limited providers, I have no choice but to rely on this service. I am now seeking a full refund retroactively from the start of my contract and a waiver of any cancellation fees. I am eager to receive a prompt resolution to this matter and have securely maintained all correspondence for documentation purposes. Please address this issue at your earliest convenience. Sincerely, L. Pearce [redacted] Flat 3, 17A Humber Street Hull, Hu1 1tg

I called your company a few days ago to cancel my contract. The mobile phone number [redacted]8 was used by my late wife. Despite her passing four years ago, payments have continued under my name, Robert Branagh, with little usage. I explained this to the representative I spoke with, who mentioned compensation for the lack of use. While I left that decision to the company, any resolution would be appreciated. The upcoming payment on 5th December has been stopped at my bank's direction, along with canceling the direct debit. I seek confirmation that the contract is indeed canceled, and no further payment requests will follow. You can reach me at [redacted]3. I look forward to your prompt response.

I need to cancel SIM [redacted]0 but keep the broadband connected to this number. I'm disappointed with the customer service experience as I called twice to address this issue and was on the phone for nearly an hour without success. Please resolve this and confirm the cancellation of the phone number. Otherwise, I may need to cancel my Direct Debit. Thank you. - Genadijs Muhametovs

I contacted Three on November 30th at 11:43 regarding my direct debits. One of the direct debits for H3G [redacted][redacted]0 for£21.56, due on December 11th, was still being taken even though the contract was paid up in September. I visited the Blackpool store, but they couldn't cancel the contract for me. I cancelled the direct debit myself. However, I received a text today informing me that my direct debit had ended and that my contract would be increased by £5. When I called Three again, I was put on hold for nearly 10 minutes. I request a refund for the overpaid amounts and immediate cancellation of the contract. It is frustrating trying to reach the correct department and getting assistance from staff who seem inexperienced. I will be reaching out to my MP, Paul Maynard, about this issue. As a 65-year-old with no job or pension, I cannot afford the extra £21.56 charge. I have also contacted my local councillor. Kindly cancel the contract and refund the overpaid amounts promptly.

I was paying £10.27 monthly for an 8GB sim only plan, with my contract set to end in December. However, I received a text from Three informing me of a new contract at £12 per month for the same 8GB. When I called and spoke to Navin around November 25th, I mentioned my intention to switch to Smarty. Upon receiving my final bill from Three, I was surprised to see it at £16 instead of the usual £10.27. I am puzzled by this increase of £5.73 as I did not have any additional charges on my bill. Where did this extra amount come from?

Good afternoon, my name is Ms. Emily Jane Wilson. My ex-partner is Mr. Christopher Macmillan. I recently discovered that my old mobile account number [redacted] tied to phone number [redacted]5 is affecting Christopher's credit rating. My address is [redacted] The Quadrant, Goring By Sea, BN12 6HF, and I was born on 21.04.[redacted]. Christopher's address is 38 West Park Lane, Durrington, BN12 4ER, and he was born on 22.05.[redacted]. I have contacted your customer service 11 times but was repeatedly disconnected. I need clarification on who owes the money, why it is on Christopher's credit report, and request its removal. I have evidence from a live chat showing conflicting information. If the account is in Christopher's name, please send any correspondence to his email at [redacted]

Hello, I've attempted to reach out multiple times via live chat, but I keep getting disconnected if I don't click "yes" every 2 minutes. This frequent disconnection makes it nearly impossible to speak with a representative in a timely manner. Here's a summary of the situation: I no longer needed my SIM card so I stopped topping up my number. I couldn't find an option to cancel on the Three website, so I removed the payment from my standing orders. I never had a contract or signed any agreement, yet I received an email claiming I owe £64. Details: Account Number: [redacted] Phone Number: [redacted]4 Name: M. Slabisz Address: 58 Plattsville Road, L18 0HZ, Liverpool Email: [redacted] Thank you.

I have three Sims and I use a Vivi [redacted] phone with unlimited data. However, when I try to use the hotspot on a new phone, I keep getting a message saying "Time to get more data". Even after trying multiple handsets, including swapping Sims, the issue persists. The technical team suggested it's a phone problem and advised returning the new handset. My Sim works fine in different devices for calls and data, but the hotspot feature still gives the same error message. I have tried new Sims and they work, but my own Sim continues to display the error. Despite contacting the technical team multiple times, the issue remains unresolved. I am looking for a solution as this problem has persisted for a while.

In [redacted], midway through my 3 contract, I found my £50 monthly deal with unlimited everything wasn't serving me well. My wife, a nurse, needed a phone, so I switched to a PAYG sim in my phone and gave her my previous sim. She continued to use the phone and plan, paying £55 a month. Post my divorce in February, despite being homeless temporarily, I permitted her to use the sim. Recently, when I tried accessing my account for a 3 broadband offer, I found all my details had been changed by my ex-wife. She upgraded my phone without consent, leaving me potentially in debt. I've contacted 3 multiple times to rectify this, but no success. I want to sort out my contract, upgrade, or cancel, but I am unable to access my account now due to changed passwords. I need help in resolving this issue without causing trouble for my ex-wife. Thank you. - Jeff Day

I have been a customer since April [redacted], and while the service initially was good, it has steadily declined. Despite using the roaming facility in New Zealand and other countries without issue, I faced repeated problems upon returning in January [redacted] and during my visit to France in January [redacted]. Despite attempts to resolve these issues, including surrendering my mi-fi box for repair and switching to a different SIM card for a smartphone, the problems persist. I have recently signed up for another 24-month contract but am concerned about being charged twice this month due to the overlapping SIM activation. Communication with the call center has been unhelpful. I hope these accessibility issues can be fixed promptly without additional charges. Thank you. - Martin Reid.

Since late March, I have been experiencing a decline in the signal strength on my mobile. Despite my first complaint in April and a credit of £8 in May, the issue persists. By mid-June, I completely lost service nationwide on my phone. Speaking with Shahid on 28-6-[redacted], he acknowledged the lack of service on my sim card and promised a resolution within 5 days, which has not happened. When I spoke to Steve on 5-7-[redacted], I hesitated to provide my password for security reasons, leading to a suspension of further assistance until additional security details are provided. I plan to comply with their request but also intend to escalate the matter to their Complaints Division, whose address they initially tried to withhold. Given Three's mention of possibly closing my account, I am considering involving the Ombudsman early on for support. Best regards, B. E. Mooyaart.

I have been stranded in France since shortly after signing up for a £6/month basic contract with 3 back in December. My SIM card stopped working shortly after my arrival here. I am not sure of the exact timing as I switched to a French SIM, only relying on my 3 SIM for security codes. I received a replacement SIM at my address in SE3 which a friend activated and sent over, but unfortunately, it doesn't work. There is no signal at all, despite trying it in different phones and locations with good signals. As I will be in France for a while longer, I kindly request to cancel my SIM and the direct debit. I hope to avoid any penalties for not fulfilling the contract until December. Instead of canceling, I prefer to have my account suspended as I will need the SIM upon my return to the UK, likely in October. Your records will show that the SIM was only used for activation a couple of weeks ago. Kindly email me once this has been taken care of at [redacted] Thank you. Best regards, M. W.