Three UK Reviews 

I am extremely disappointed and frustrated with the way Three UK has handled my iPhone delivery and the customer service I received last night.

Throughout the evening I was repeatedly transferred from one customer service representative to another each person referred me to someone else and then that person transferred me again to another department or representative this continued repeatedly wasting my time and causing unnecessary stress despite speaking to several representatives everyone seemed to have the same response that the system had not been updated nobody was able to provide a clear explanation a proper solution or any reliable information about my delivery.

What makes this situation even more disappointing is that Three UK had made a clear promise to me on the 14th, supported by a written agreement confirming that my iPhone would be delivered by today, 14 October. Based on that commitment, I had every reason to expect my delivery today However i have received no contact or update from anyone regarding my order Neither the courier company nor Three UK has provided me with a satisfactory response

I do not understand how a company can make a written commitment to a customer and then fail to fulfil it without providing a proper explanation or even proactively contacting the customer If the delivery was delayed or there was a problem with the system I should have been informed in advance rather than being left to chase multiple representatives for answers

The most frustrating part of this entire experience is that I spent so much time last night being passed from one person to another only to receive the same unhelpful response every time I contacted customer service because I needed assistance and a resolution not to be repeatedly transferred between departments without any progress

I expect Three UK to take full responsibility for this situation investigate why the written delivery commitment was not fulfilled explain why neither Three nor the courier contacted me and provide a clear and reliable update on my iPhone delivery

I am not asking for anything unreasonable I simply expect Three UK to honour its written commitment communicate honestly with its customers and provide the standard of customer service that any paying customer deserves this experience has seriously damaged my trust in Three UK and I hope my complaint will be taken seriously rather than answered with another generic response about a system update
However, if a customer makes a payment late, companies may report the issue or provide negative information to credit companies that could affect the customer If customers are expected to be accountable for their commitments why should a company not be held to the same standard when it fails to honour its own promises?

Sam was incredibly diligent and personable and helped to find the right option to choose from, Nat was very kind and helpful and helped set up my phone

I visited the Three store in Wellingborough to pick up a broadband package and was assisted by the store manager, Adrian. He was extremely helpful from start to finish — clear, patient, and genuinely focused on getting me the best deal. I left with a great broadband offer and a SIM plan that suited exactly what I needed. Excellent customer service and highly recommended.

Saif and Amy were perfect

I was there with a friend who wanted to get a new SIM card, but somehow Awais convinced me to upgrade my plan. He was very helpful and quick.

My time in the Warrington store was very positive.
Saad was very polite and helpful. He found me a perfect choice of phone for my partner… I am happy to share this with friends

All the people working were very helpful especially Monib and Awais. Helped me save money and get the best plan and then even helped my friend save on his plan

Very smooth and easy process today with Ryan. Ran me through all the necessary details and gave me the best option for my phone. 10/10 customer service from him

Staff in crystal peaks are always very helpful, best 3 store by far.

Joe explained everything clearly and got me 2 great deals...

Came in to upgrade my home broadband and sim, grayson was amazing and explained my tarrif perfectly. Happy to have a brand new box!

Great service staff very welcoming and polite, thank you Tommy

Went into the Covent Garden store for direct support relating to a long-standing query with the customer service call team.

Grace provided excellent customer service.
Grace was focussed on resolving the query and negotiated with the customer service call team of an alternative way to resolve the query. Grace was friendly, engaging & empathic - provided regular updates - main query was resolved and she arranged for customer service to follow up with me.

Have been to this store before & find the service to be of the same high standard.

Went into store the other day and had a really good experience from Saira. She went above and beyond to help understand what I wanted and put together the best deal! Do give her a visit if you are going to the store!!

Unauthorised Third-Party Charges and Lack of Customer Protection

I am extremely disappointed with Three UK's handling of unauthorised third-party subscription charges on my broadband account. I am sharing my experience to warn other customers about a potential issue they may not even realise exists.

I use Three's broadband service, and recently discovered that I had been charged £36 for two third-party chat subscription services, including one called WeeZChat. These services were activated through my broadband SIM without my knowledge or authorisation.

What concerns me most is that I received no text message, email, confirmation, or notification whatsoever informing me that these subscriptions had been activated or that charges would be added to my account.

The subscriptions appear to have been activated unknowingly by a family member using the broadband connection, who had no understanding that they were signing up for chargeable services.

After discovering the charges, I contacted the third-party providers directly and requested immediate cancellation. They verbally confirmed that the subscriptions had been cancelled. However, they stated that because the subscriptions were linked to a broadband SIM, they were unable to provide any written confirmation by email or text.

Naturally, I contacted Three to seek reassurance that these services had genuinely been cancelled and that no further charges would appear on my account.

To my disappointment, Three was unable to provide written confirmation of cancellation or independently verify that the subscriptions had been terminated, explaining that these were third-party services.

This raises several serious concerns:

1. How can third-party companies activate chargeable subscriptions through a broadband SIM without the account holder's explicit knowledge or authorisation?
2. Why are customers not notified when a paid third-party subscription is activated?
3. Why can Three facilitate the billing of third-party services but apparently cannot verify whether those subscriptions have been cancelled?
4. What safeguards are in place to prevent children, elderly family members, or other household users from unknowingly activating paid subscriptions?
5. What protection is available if a third-party provider verbally confirms cancellation but continues charging the customer?

I have also come across online complaints from other consumers alleging that third-party subscription charges continued even after cancellation was requested. This makes the absence of written cancellation confirmation particularly worrying.

My biggest concern is not simply the £36 charge. It is the apparent lack of transparency, accountability and customer protection.

When customers purchase broadband from a reputable telecommunications provider such as Three, they reasonably expect appropriate safeguards against unexpected charges and a clear process for disputing them.

I believe Three should take greater responsibility for protecting customers from third-party charges billed through its network.

I would like Three to:

- Investigate how these subscriptions were activated and whether valid consent was obtained.
- Review and refund the £36 in disputed charges.
- Confirm that no further charges from these providers will be applied.
- Offer customers an effective way to block all premium-rate and third-party subscription charges on broadband SIMs.
- Provide clear written confirmation of the outcome of complaints involving third-party billing.

My advice to anyone considering Three broadband is to ask whether third-party subscription charges can be completely blocked before signing up.

Check your bills carefully, particularly if your broadband connection is shared with family members.

I hope Three takes this issue seriously and improves its safeguards. Until then, I cannot feel confident that my broadband account is adequately protected against further unexpected third-party charges.

Three UK, please explain what you are doing to protect your broadband customers from this happening.

I am extremely disappointed with my experience at Three UK, Uxbridge. I would give zero stars if that were possible.

When I purchased my business SIM contracts, I was specifically informed by the sales representative that I could cancel within 14 days simply by calling Three customer service.

However, after contacting Three Business on three separate occasions, I was told that SIM contracts purchased through a retail store must be cancelled directly through that retailer.

What makes this situation even more unacceptable is that I explicitly requested cancellation while I was still at the store***, but instead of assisting me, the representative provided information that turned out to be incorrect. He was reluctant and very unprofessional, kind of childish attitude to say the least.

I am deeply concerned that I may have been deliberately misled to secure a sale or commission. Although I cannot confirm the representative’s intentions, I consider the way I was treated extremely unprofessional and unethical.

I have contacted Three Business three times to explain the situation and request cancellation. I also have an audio recording of the relevant conversation, which I have retained as evidence.

I am a genuine Three Business customer and have proof of purchase, including my account details and supporting documentation, which I can provide privately for verification.

I demand that Three UK take responsibility, cancel my contracts without penalties, investigate the conduct of the representative and provide written confirmation of cancellation.

This experience has seriously damaged my trust in Three UK. Customers should never be given misleading information about their contractual rights.

I strongly advise anyone considering purchasing a SIM contract from Three UK Uxbridge to be extremely cautious and obtain all cancellation terms in writing.

Very disappointing experience. I would not recommend this store.

A F H
Account no 156784528

We been into the three store gravesend today and Ajay give us very budget friendly deal as a family package. Very nice guy like the service he provided.

We would like to thank Erin at the Maidstone 3 store for all the help and support she gave us today.
She supported us to navigate our way through a really challenging issue and was patient, polite and understanding.
We never would have resolved the issue without her.
Thanks so much for your help Erin, it was much appreciated.