3 rated worst network operator for customer service

by , Phone networks 01/12/2010
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3 has been rated the worst mobile network operator for customer service in Which?’s survey of the UK’s top 75 service providers.

The operator was given just 2/5 for its ability to communicate effectively to customers, 2/5 at making the customer feel valued and 2/5 for its ability to deal with customer problems.

The findings come from Which?’s new customer satisfaction survey – featured in the latest issue - which queried 10,603 members during September 2010, asking them what they thought about the quality of customer service offered by the UK’s top 75 service providers, across all industries.

The UK’s five mobile network operators, as a whole, ranked pretty miserably.

Mobile phone networks – customer service rank

  • 3: 69/75
  • Orange: 62/75
  • T-Mobile: 59/75
  • Vodafone: 57/75
  • O2 customer service rank: 24/75
O2 customer service

Out of the five network operators, O2 ranked highest for customer satisfaction.

Only O2 managed to get into the top half of the table, scoring relatively well on its product knowledge (4/5), and average on its ability to deal with customer problems (3/5).

Orange, T-Mobile and Vodafone all ranked pretty similar, scoring 2/5 for communication skills, 2/5 for dealing with customer problems and 2/5 for making the customer feel valued.

Outside of MNOs, internet bank First Direct was the number-one-ranked brand for customer service. AOL Broadband came at the very bottom.

In April we carried out a customer survey of all the UK’s major operators, which included ratings on coverage, customer service and cost. So if you’re looking to switch to a new mobile phone deal make sure you check it out.

136 comments

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Pete Simon

Whilst my partner was on hold trying to speak to customer services I phoned their sales number and got through in a minute. Surprise surprise the Indian gent couldn’t put me through to customer services as it was a different department!!! My partner gave up waiting at 40 minutes.

Their service is completely crap – my recommendation is to steer clear. If you ever need “service” it will be hours of wasted time for very poor service when you get through.

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abed

3 mobile operator is rotten network. avoid it even if you are paid to join

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Jake

Waited over 3 hours on the line. Once we were put through, we were talking to a indian ladie that has not a clue what shes doing. We said to her t-mobile has a great price on the iphone 4s. the ladie checked on her “computer” ans said that was not possible that deal and called me a liar, rotten service. God only knows how 3 are still a major company on this particular market. MASSIVE CON. Lied to many times before and sure this discrace of a so called company will be out of business soon. 2/5 service is a massive suprise for me and can only see them.

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MK1975

I have been completely satisfied with the service by O2 until I had to upgrade.
I have been given false promises on the phone with offers of upgrading, decided to upgrade any way despite not honouring the rate I was given first. Then the phone was in stock, then not in stock, then in stock and not in stock. I was promised call backs that didn’t happen. The knowledge of their Customer Service is very basic and although polite pretty useless. I have been waiting for my phone since the 5th of July and was told a 2 day delivery. It has taken 3 more calls and 2 chats and I am still waiting. Overall I have spent about 4-5 hours dealing with this if not more.

I have now raised my complaint to a Manager as I was told I would get £3 compensation despite not being able to confirm when my phone would be delivered although she would keep me updated….
Oh and I requested a transcript of my latest chat which I didnt receive via email however I have never received this…. Good thing I saved it!

I am surprised and thoroughly disappointed in the service they have given so far and bearing in mind all their recent coverage issues you would think they would do their best to keep their customers.

Right now I am close to cancelling my account completely due to the service or lack of.

O2 might be more expensive at length compared to others but service is really important to me being a CS Manager and I would have been happy to pay a bit more if I hadn’t just gone through all of the above. However right now the fate of my O2 upgrade lies with them…

Go somewhere else if you can as O2 are not worh the hassle and clearly dont care about being loyal to their customers

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Ash

I’ve had to make 5 phone calls and spent 6+ hours just to get a PAC code from Three. 4 days later, still not received it. Poor signal, poor service. No wonder they advertise they’ll give you 5000 mins for next to nothing. They are such a shambles, No-one wants to stay with them or join them. Do yourself a favour…. Steer clear of (sorry for swearing)… Three.

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liz hb

i have made multiple phone calls to 3 trying to get my e71 unlocked made 2 complaints and this has been going on nearly 4 weeks. it seems whatever they have done to me phone during the process of unlocking has permanently locked my phone to there network and now I can not use my new provider sim that I have contracted too. they just keep ignoring the points I raise in my complaints and are unwilling to take any action or discuss a solution that both parties would be happy with. my advice stay away from 3

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Jungleman

I received my PAC code in less than half an hour!!! Three are a great network to be with and I have been with them for over 6 years now and could only fault them on their signal problems, but that may be down to me living in a Victorian house with thick wall. Oh well all I’m saying is that three are great and always give me good offers and stick to these offers.

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Julian

I’ve just managed to get 3 customer service to do what I wanted. It was very hard, and very time consuming, but ultimately very satisfying.
I bought a SIM only contract for 12 months, based on the fact that their post-code checker said I had perfect reception in my house. When the SIM arrived, and I put it in the phone, the reception was completely non-existent. However, the problems begun when I asked for my money back, and 3 refused, on the grounds that I had “used” the “device”. Essentially, when I went outside my house to try and see if I could get a signal, it eventually locked onto a 3G signal and started retrieving my emails, hence 3 telling me I had “used” the device, and so refused to give me my money back.
I bought the SIM online direct from 3. As a consumer, I have a statutory right to return it within 14 days for whatever reason, and this was confirmed to me by Ofcom. However, dealing with the call centre in India was a total nightmare.
My success, though, came out of pure determination not to be beaten by them. I stuck to my principles, as I knew I was right. I immediately sent an email to their complaints centre, I wrote complaining to customer services in the UK, and I lodged a formal complaint with Ofcom. Eventually, after many frustrating calls to India, with my determination NEVER to take a backward step with them, I was released from my contract.
I am now happy, and would NEVER ever consider using 3 again.

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Mariola

NEVER AGAIN with 3. The Service BAD, handset BAD and customer service is the worse. They do not listen – instead just read the script and don’t care about resolving problems. Guys in three store in Brighton Churchil Square are misinforming people to seel mobile and then Three Service is actualy backing up the guys misinforming people in store!!!! Unbelievable! I received new handset HTC Desire on 2 year warranty. Something has happened and my keypad for certain letters stopped working. The women in 3 store told me it will be covered with the warranty and I will receive replacement phone. To my horror I got to know that repair will cost me £65 despite my phone being on warranty!!! The engineers has came out with a genious idea that the phone must have fall few months ago annd that is why some of the letters on my keypad doesn’t work! What a lie!!! Then another sad thing…someone has stolen my bag with the replacement phone! Went to the shop and find out Three wants £125 for the used and grade item they have me as replacement!!!!SERIOSULY???!!!!If that’s not enough this “new” phone keep freezing on me every noe and then and nothing has happen to this handset whatsoever!!!
Ombudsman Services are connected to Three pretty well, so don’t expect them to help you a lot. Seems to me that CEO’s of those Companies have connected pretty well for co-operation…NO COMMENT! NEVER THREE MOBILE AGAIN!!!

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Abed

I purchased a second hand iphone 4 which is open to Network 3. I would like to open the iphone to all networks, as my wife needs it to travel to another country and use a different sim card there. I contact network 3 and asked them to unlock my iphone and they requested a proof of purchase. I e-mail a proof of purchase to proofs@3mail.com. I received not confirmation or reply. I contacted network 3 and they told the proof of purchase is not accepted as it is in a written format. I e-mail another copy of the digital format (the format requested was Word document). I called again to find out they were unable to open the document because it has an extension .docx (Microsoft Word 2010 format). I e-mail a jpeg photo of the proof of purchase receipt and also said they could not open it. I now e-mailed them another document. It seems I going in circles and going nowhere.

I forwarded the case to the complaint office and the advisor asked to call from the 3 network and I did that and still refuse to unlock my iphone. Then the advisor asked me to call from the shop where I bought the iphone and still refuse to unlock my iphone. Then another advisor asked me to contact Apple and I did. Apple sent me and proof of cover e-mail with details about the iphone and that the iphone is ok and can be insured to myself. 3 Network still refusing to unlock my iphone. 3 Network demanding the orignal receipt, and I wonder why and giving them all the proofs and that the iphone is not stolen or blocked. I

If 3 netork would require the original proof of purchase, they have an obligation to contact the orignal customer who is on their records and get the permission.

It seems to my that I have been messed about with poor customer service and poor support which each advisor telling me different story. These are few of your coustomer support lines:

Get your iphone unlocked for £5 from the web
Go to 3 network and call us from there
Go to the shop and call us from there
We do not accept proof of purchase because it is handwritten
we could not open the digital proof of purchase because we don’t have Word 2010
We do not accept the digital proof of purchase because it does not have Apple logo
Get us a letter from Apple
We do not accept the letter from apple
We need to get the orignal proof of purchase
and it goes on

My question is

Given that I provide a proof of purchase, and a proof of cover from Apple and that the iphone is not stolen, lost, or reported missing, Why are you refusing to unlock my Iphone?

I join your views

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David

Three has the worst customer service I have ever encountered. When I tried to cancel my 1 month rolling contract they said they had, but continued to take money from my account.

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Jungleman

This was because you had to also tell your bank to stop the direct debit with three so that even if they tried to take money they wouldn’t be able to

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ray

worst network ever, my phone hasn’t worked in 8 weeks. Sent it for repairs twice and both times it has come back in a worse state. They lost my charger and told me to buy another one. They won’t fix or replace the phone, instead they offered to sell me a new one. Customer service is appalling. Avoid 3, they take your money and provide nothing except headaches.

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Joy

The worst customer service. Their phone service staff have very strange accent and are very rude.

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Am

Totally agree, they be polite but know nothing. Everything is read through a transcript. If you say Three are rubbish (which they are) they will say that you are being offenesive and cut the line. These customer service people at 3 are total morons. They are incapable of doing the simplest of tasks. Forget them and find another provider. Even if you talk to management they have less sense than the person that originally answers the calls. I have spent nearly 10+ hrs resolving issues with them over the past month…not resolved yet and it will never be. They take stupidity to another level

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mike

I have been battling three for a solid six months now trying to replace my desire hd which has been sent off now 8 times. They told me that i must have taken the phone apart and removed a sticker (how??) and want to charge me 90 to replace it, even though it’s under warranty. Spent about 20 hours to customer service, got nothing. Avoid this network like the plague they will not resolve your problems.

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gerard everett

after returnng a blackberry for repair, i waited 4 weeks before receiving it back. it then developed the exact same fault 3 days later and had to be returned. took another 3 weeks. i then had to return my mifi, never heard from them for three weeks.then received it back unrepaired advising that i had caused the damage and that i would either have to pay an admin fee of 19.99 or i could upgrade my contract and have it replaced foc. !! They ( a communications company!) tried to adviseme by post instead of mobile or email duh ! never received the letters. I then phoned to complain and was eventually assured that someone would call me back within 72 hours. 4 days later i eventually had to phone them.1 hour an 8 mins later i have now just come off the phone with a credit for the 19.99. I should have billed them for my time ! Crap company, that could not spell customer service never mind provide customer service. cannot wait to cancel my phone, dongle , wifes phone and daughters phone at the end of our contracts.

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m joyce

I have just paid £320 to get out of my Three contract. My phone only got a signal around 60% of the time (while others around me on different networks were fine) I have been on the phone to customer services countless times to complain..it has been a frustrating, exhausting and upsetting experience every time THEY ARE RUBBISH!! After months & months of getting nowhere with them I say they have won!!….they’re getting my money …. that is all they are interested in. AVOID 3 LIKE THE PLAGUE!

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Abed

I purchased a second hand iphone 4 which is open to Network 3. I would like to open the iphone to all networks, as my wife needs it to travel to another country and use a different sim card there. I contact network 3 and asked them to unlock my iphone and they requested a proof of purchase. I e-mail a proof of purchase to proofs@3mail.com. I received not confirmation or reply. I contacted network 3 and they told the proof of purchase is not accepted as it is in a written format. I e-mail another copy of the digital format (the format requested was Word document). I called again to find out they were unable to open the document because it has an extension .docx (Microsoft Word 2010 format). I e-mail a jpeg photo of the proof of purchase receipt and also said they could not open it. I now e-mailed them another document. It seems I going in circles and going nowhere.

I forwarded the case to the complaint office and the advisor asked to call from the 3 network and I did that and still refuse to unlock my iphone. Then the advisor asked me to call from the shop where I bought the iphone and still refuse to unlock my iphone. Then another advisor asked me to contact Apple and I did. Apple sent me and proof of cover e-mail with details about the iphone and that the iphone is ok and can be insured to myself. 3 Network still refusing to unlock my iphone. 3 Network demanding the orignal receipt, and I wonder why and giving them all the proofs and that the iphone is not stolen or blocked. I

If 3 netork would require the original proof of purchase, they have an obligation to contact the orignal customer who is on their records and get the permission.

It seems to my that I have been messed about with poor customer service and poor support which each advisor telling me different story. These are few of your coustomer support lines:

Get your iphone unlocked for £5 from the web
Go to 3 network and call us from there
Go to the shop and call us from there
We do not accept proof of purchase because it is handwritten
we could not open the digital proof of purchase because we don’t have Word 2010
We do not accept the digital proof of purchase because it does not have Apple logo
Get us a letter from Apple
We do not accept the letter from apple
We need to get the orignal proof of purchase
and it goes on

My question is

Given that I provide a proof of purchase, and a proof of cover from Apple and that the iphone is not stolen, lost, or reported missing, Why are you refusing to unlock my Iphone?

My last e-mail that I received from the executive office says that Apple should unlock the iphone, but Apple says the network provider should unlock the iphone.

In summary the customer service for 3 Mobile network is very poor and it spiders to their executive office. I will advice anyone to steer away from this network.

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upset

IT IS HAPPENING TO ME RIGHT NOW…AVOID 3 DO URSELF A FAVOUR!!!!

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popo

**AVOID THREE,do yourself a favour!**
i am with three for about 2 years now, initially due to their low rate phone plan that satisfied my needs.
recently as i am not using this phone number as much as i used to, i wanted to switch from monthly contract to pay as you go, while contacting their customer service, it was another nightmare.
not to mention that it was very difficult to understand the indian accent and fast pace talking, they transfered my calls again and again among 4 departments. after listened to the purpose of my phone call and confirmed my personal information, they told me this is not their department’s job. so they need to transfer. alright, like this 3 times, on the 4th time i was very frustrated to explain the why i am making this call and confirmed again my personal info, i told them please just let me cancel my monthly contract and go to pay as you go. simple.
instead, their customer service kept trying to sell me some other monthly contract that i don’t need and don’t want. while i refused, he kept asking why am i not accepting his offer and EVERYBODY will think this contract is better value than pay as yo go. and he kept asking why do i want to change to pay as you go, which i explained in the beginning of our phone call, but he just doesn’t get it.
so it was like this, he kept trying to sell me another contract, i refused, asked why, this and that for the next 38 minutes.
honestly, i don’t want to change the phone company as i would have to inform everyone about the phone number change. but their customer service really made me want to avoid this phone company and share this terrible experience among my friends, who also already had bad experience with THREE.
i know its their job to try to retain customers, offering something, and all that, as it is a business they still want to make profit. however, with this kind of customer service will definitely put me away to stay with them.

** about calls were transfered to several departments, my past several experience were similar, it is always unavoidable to spend minimum 30 min with them on the phone and explain at least 3 times what you want, as well as confirm personal info for at least 3 times. UNLESS its something to do with upgrade.

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Arthur

3 service is still just as bad as ever. Earlier this year I just threw away my 3 mobile as I couldn’t get them to help me with a top up because they kept requesting a PIN number I’d never had. This month it took me 2 calls six people and over half an hour on the phone to simply cancel a rolling contract for my i-Pad. This has to be a deliberate ploy to put you off and stay with them. There’s nothing you can do though, the Ofcom website is impenetrably useless and seems to offer another mountain of hassle to register any form of complaint

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brian kennedy

absolutely terrible – if you want to buy you speak to soemone in scotland within seconds – if you want to cancel you cant – they make it impossible – takes hours to get through to India where reps are forced to go through hard sell to keep you and then cut you off before you can cancel.

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Irene

I took out a 3 contract early this year, but had nothing other then trouble, there is always NO SERVICE at home, rang many many times, gave them another number to contact me on, but no joy. took 3 months for them to sort it out, that was only when I told them that I would go to their HQ down south to launch my compliant personally. and now again, NO SERVICE, rang customer service explain to them I have no service on my phone, (rang from a friend’s landline) they asked for an number to call me back on, when I tried to explain there is no number for them to ring me back, and all I was asking is why NO SERVICE, when I explained a few times that I have no number for them to call me on. They hung up on me. that is the kind of service 3 is providing to their customers. So taking a contact with them is the worst thing anyone can do.

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j. mannaing

My advice, which was advised myself was to stay away from three, didn’t listen and regret it soo much. Please anyone reading, don’t get ripped off going with three . I made a bad and costly mistake, well actually they won’t be getting the next bill of £!50 for a month. Just stay clear of this company please !!!!!

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Daz

I feel privileged that it only took me 22 mins and 2 different people to get my PAC code.
The carefully chosen words of: Listen mate, you have to supply me this…….. by law, all I want is my PAC code and I’m not interested in speaking to anyone else. DO YOU UNDERSTAND THIS?
Then I kept on interrupting him with anything that he said afterwards, stating that I wasn’t interested and I wanted my PAC code, which he has to supply me by law.
He wanted me to talk to 3′s maintenance dept, to which I responded: only if they erected a mast in the area would they be able to solve the problem, to which he responded: but they might be able to help you Sir!
I’ve got the fun of cancelling my contract now, which I’m going to do by sending a letter to their head office too.
P.S McAfee internet protection are on a level par with 3, avoid at all costs!

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As

Hi

I got really really bad service from 3g. I dont understand how can company do like that.. First i m customer with 3 g with last 4 years .. I dnt expect from company anything for that but last 6 months i dnt have good network covarage . It was poor . I call them . They didnt help m anything . I need to buy i phone 5 . They said wait for another 2 months then we can give u discount ..i said no its ok atlist i m recieving my call and i m gone buy new i phone 5 .. I bought i phone 5 .. Customer service same . Really bad .. Rude aswell..and then i start using my phone .. It was same but aglist i was recieving my call. But from last 2 days i dnt have any network service at home. My phone saing no network service . Wt should i do now .. How can i use my phone .. I am really tired with this service .. I dnt want to call customer service . They just keep talking . Helping m nothing . They just west my time .. How can short out this prblm.. Really bad customer service with this service. Specially customer service people . They dont help you for anything .. I start hating this company . Who can i call . Who can help m .. No customer service number plase ..they dont give us any help. Why 3g becoming company like this . They dont want customer .. They want to go out from market. They dont care about customer . When u call customer service they never listen anything they just keep saying whatever they want to say.. They torture u about how good they are in market .. I hate 333 number now .. I hate this company

I dont want to say thank you to 3g .. They didnt done anything for thax

I hate ur business

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upset

3 are the worst network, customer service is rude, nasty and they shout at people.
Been trying to get my phone unlocked and they almost said i have stolen it.
I HATE 3 NETWORK.
DO NOT EVER GET TO A 3 NETWORK IF YOU APPRECIATE GOOD SERVICE, TALKING NOT SHOUTING AND WANT PEACE OF MIND.
LOSERS

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Andy

I have just had an 8 week nightmare with 3 customer (dis)service. By far and away the most appalling organisation I have ever had the misfortune to deal with. I just wish I had known 12 months ago how dreadful they are.
I have been trying to get my phones unlocked, and even though I bought them from a 3 store, they are saying that I don’t own them.

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Maxine

This 3 mobile net work is unfortunately the worst i have ever encountered. 5 days on I’m still waiting to have my phone unblocked by them. I have paid for the phone when my contract had finished but these people charged me another £15.00 to unblock the phone, I am still waiting. also i have paid up my bill but they are insisting i will receive another. having to pay for my own phone which i bought from them to unlock it. this company is coning the public. keeping you holding on the phone. also you cant understand there words they do not speak clear English. I’m so sad that an organization like this can treat the public in such a underhanded way. please what ever you do don’t buy from these people.

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Maxine

They will only answer the phone if you press sales, how convenient is this! they keep you holding on for ages. Also even tho they have conned more money out of you to unlock your phone which is rightly yours at the end of a contract. they say you have to wait another 24 hours i have been waiting 5 days so far! Total disgraceful network.

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Stephen

I think the problem with 3 network are the customer service as they are not base in Ireland, they are in India and the staff Indian, I have problem with 3 network as they charge me about 130 euro for just call 1913 from abroad, I asked them to solve the problem as the initial information are free. the customer service very toff people . my advice stay away from 3

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Natalie

Beware even after you thought you’d got away!!
I had all the above problems with 3, poor signal and rubbish customer service so l paid up cancelled the contract and paid what l owed in may 2012.
This morning however l received a letter from a debt collection agency with an amount outstanding to 3!!
Ten months later and this is the first l’m hearing about it???
Now got the hassle of trying to sort it out!!!
Never ever again would l have ANY service from 3.

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Charlie

Horrendous company, still trying to cancel a contract months after it ended and then still took money from my account. Stole it!

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Jay Bucks

Just an idea – but their calls are meant to be recorded. As you cancelled the contract -(by phone) – you could take this up with Oftel, the regulatory body. It may be worthwhile telling them you are making an official complaint through OFTEL and you will be seeking your unauthorised debits back as well as compensation. Take the name of the person you speak with, note this and contact Oftel in any case. A friend once did this and within a couple of days, she didnt get compensation but did get the debits refunded. Good luck

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paige

they gave a refurbished iphone and kept saying it was a brand new one!!!!

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John

I had a 3 contract sim in my ipad when I bought it. After a few months I decided to change the contract to PAYG as I was hardly using it. When I contacted 3, the guy on the other end tried to tell me to keep on with the contract as it would be cheaper! I tried to explain that £90 per year is 3 times more than paying £10 per month for 2-3 months (When I was on holiday!), but he kept on about keeping the contract. At this point I said that I didn’t want to continue with 3 in any way, shape or form and cancelled the contract.

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Jay Bucks

Having been with most networks and been enticed by the “all you can eat data” claims and thousands of minutes talk time, I thought I was on a winner. Throughout the painful 2 year contract I had little chance of using up my allowance – often having to walk onto the pavement to make or receive calls, also rarely being able to get a 3G signal long enough to load any data also.
I explained all this to 3 Customer services who amazingly told me 3 times over the 2 years that they were enhancing the signal in my area. Great – adding a phone mast at my behest!
Naturally nothing happened but an underlying seriousness was present- I was locked into a contract with no way out but to pay it off before going to a reputable mobile network provider. And yes, that is exactly what I am stating in my opinion:
The 3 network is an awful network but with an even worse customer service. PLEASE – do not fall for their claims. Steer clear- and 3 network – contact me if you wish. Happy to talk. But I wont be quiet.

Lastly, coming to the end of the contract- I was relieved to check and recheck when I was allowed to call and request a PAC code to transfer my number to my new provider. When I finally tried, I was met with resistance, interrogation as to why I should leave, the customer retention sales person shouted at me and told me to listen and frankly was the rudest person I have ever spoken to on the phone. I kept asking if they would agree to my request to a PAC code- without this I would lose my number and there were just too many contacts to inform manually. The retention team made is almost impossible. Even demands to speak to their supervisors were ignored.
In all, it took 4 calls and approx 90minutes of calls to cancel my contract AFTER it had run its full term.
I find the attitude of the sales people in the Retention team disgusting. I had to endure arguments, their attempts to belittle me when I held fast and told them I had a purpose and they were being obstructive – I can go on but I am sure all the readers get the idea. They are trained to do this and quite frankly therein lies the problem.

I tell as many people as possible not to join the 3 network. As a medical professional, I tell as many of my patients as possible about the worst telecoms experience over 2 years of my life and urge them never to go with 3. I continue to do so and will not stop for another 2 years. The length of my telecoms prison term with them!
Please learn by my errors and in life, and its still a true saying, you get what you pay for!

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Bob Milner

I have had terrible service from 02 today May 24th 2013. I made some enquiries about upgrading my phone and I was offered what appeared to be an attractive package but the sales person kept insisting about insurance. I said I didn’t want insurance because I was covered elsewhere. She said just accept it and cancel after a free month. No I didnt want that – from the outset I simply wanted the package. When we couldn’t agreed I said that I wouldn’t be going ahead with it and I didn’t press the acceptance on the sales screen. I had two friends with me and we made a total record of what was happening. Since then I have received several emails and texts saying my order was being processed and despatached!
I have made a number of calls to them and you try and find a Customer Service connection – plenty of sales but nothing for their Customer service dept! Eventually they switched me and I was told nothing would be sent but since then I have had more texts and emails saying my order was mailed! So I called them back and they admitted they had sent it (bear in mind that no order exists with them!!!!). After another call to them I have been told not to accept the parcel and it will be returned to them and it will be an end. Obviously I dont trust 02 for a moment and as a precaution because my contract is up I am moving to another supplier and stopping my direct debit! DON’T TRUST 02 THEY WILL PROCESS AN ORDER WHICH DOESN’T EXISTS!!

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Karl Gookey

My partner just recently got of the phone with Three for a software problem and while the first person she spoke to wasn’t hugely helpful (but not terrible) but the second person was incredibly helpful. She even took his name so she could tell Three how helpful he’d been. It took her a mere two minutes to initially get connected and when she was put on hold to transfer to a different department, she was only on hold for a few minutes.

It seems that this isn’t a common occurrence, which is a shame, but it was her first time calling Three (she’s only had her contract for less than a week) and they were more than helpful. I can only hope that her experiences with them are now the norm.

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Julie

In general, you’ll get far better service from lots of internet providers of all types via Twitter (or online help forums) than via the telephone help lines. The fact that you’re airing your grievance in public helps, and in the case of Three specifically, the folks manning Twitter are much more knowledgeable and helpful. They’re @ThreeUKSupport

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lors

I have just left 3 after 10 years. I gave them chance after chance to put things right went round in circles ended up paying 171 pound to get out of my contract they didn’t care one bit. Wouldn’t use 3 again…ever

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tara

Having huge problems with three. We had mobile broadband with them. Rarely had service, could be out for days at a time. Our dongle broke after 3 years they wouldnt replace it for free even though they admitted we were entitled to an upgrade. Our contract had expired and we payed monthly by laser. Told them we were no longer using the service, we had no contract so no obligation but they kept billing us. Anyone who uses their mobile broadband will know that when you dont pay a bill they cut you off so why they kept billing us and sending us statements with zero usuage on them i don’t know. Agressively persued us for money, we tried on several occassions via phone and email to reason with them but no good. They’re horrible, rude and ignorant on the phone, there’s no reasoning with them. They’ve now passed our account to a debt collector who are being quite threatening. A WARNING TO ALL TO STEER CLEAR OF THREE. Terrible company.

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R.G.

This not customer service it is a joke I called them a minute ago and instead help with the network problem they are doing the survey about me. 30 minutes of non productive conversation with person who doesn’t speak english.

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bonziy

Three what a waste of time I took out a contract thinking I got a good deal then my internet speed whent down my reception started playing up so purchased another phone but the same thing this went on for two months,by the third month I was fuming I rang up India what. Waste of time in angre I did say I would prefer to cancel my contract not thinking it would just happen but a month later a bill demanding money comes to me I. Was shocked next minute my phone does not make calls so rang India to be told my contrct is cancelled and would need to pay 473 now I was shocked the person on the other end said don’t worry will put it back on in two to three days ok that’s fine a week went by another letter demanding money so rang three back and was told I had to pay the money and it would not be coming back I was fuming I went down to the three store and spoke to the person who set the contract up for me using there phone at the shop I rang three again and put the gentleman on at the three store he then passed me the phone and was told sorry for the issue I will get a sim sent out I said why carnt they give me one from the store he goes we have to issue it out another week went by so rang again by this time a month had gone past again the person in India goes we want payment I said what about my sim then he started saying I had cancelled my contract would u like to hear the recording I said that’s fine but do u have the recording were my sim should have been issued out to me a month ago there reply not all calls are recorded in other words if it works in there favour they will use it but it favour sorry what a bunch of idiots this is still going on and now I’m getting in contact with oftel ad would happily go to any office in England to raise my case I’m waiting till Friday to see what happens ALSO I AM A VAN DRIVER AND IF IT DOES NOT GET SORTED I WILL MAKE A NICE STICKER FOR MY VAN TO TELL PEOPLE HOW BAD THEY ARE SO UPSETTING

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Going crazy

I am going through hell with this company& now thay are saying they are going to send the bailiffs&send my name to a debt collector they are crazy can’t get no sense from them

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V.Cross

My only complaint with 3 is the customer service – two weeks of torment trying to upgrade, including waiting for the promised phone to arrive then getting a call to say it was still out of stock and that no one could possibly have told me otherwise. Bombarded with calls quizzing me about why I wanted a particular phone, trying to force a me to take something else, vaguely threatening that if I didn’t ‘buy now’ I would pay more. Now I can’t even get it sorted at the shop because they have mucked up my contract . Not only utterly useless, but some pretty sharp practice too.

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Nick Barnett

I have never, in my whole life experienced such terrible customer service. The ‘Indian’ call centre staff not only have no idea what they are doing, they also lie and do not accurately record conversations with customers. I WILL NEVER DEAL WITH THIS COMPANY AGAIN. They are the absolute pits! I advise anyone out there to go elsewhere. TMobile are great and make
you feel like a ‘customer’!

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kenny

i was with 03 for over 7 years had problem with phone sent a bill for over £100 when it should have been £30 4 months later still trying to sort out so cancelled contract whent to shop phoned impossible to sort out now every day get pestered by phone calls absolutely diabolical service

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