Three (3 UK) Customer Services

matrix999

Just thought i'd share this with everyone.. I joined Three (3) last month on the One Plan tariff with an Apple iPhone 4 giving 2000 Minutes, 5000 Texts, 5000 3-3 Mins, and Trully Unlimited Data for a monthly cost of £35.00 (£109.00 cashback via Quidco)

Now... I have found the network quality and coverage that Three offers to be brilliant in and around the Central Scotland area. I am so impressed with the 3G coverage! It certainly tops Vodafone and O2 in this particular area of the country.

Now, i know Three sometimes gets a lot of stick about its coverage however, I took the phone on a journey I was making to Inverness and noted that although there were parts of the journey where the 3G signal was lost, i'd say about 80% of the time i had a strong 3G signal and in other parts the phone was picking up a strong 2G signal (I think its the Orange masts they use now)

Anyway, i noticed at home the coverage was a little bit patchy, when i say a little bit patchy i mean 2/3 bars of signal strength so it was still ok to use all the services!! I reported this to Three being a new customer and having a concern, spoke to their network services team who ran some checks and whom also agreed it was a little patchy.

72 hours later i was called by the Customer Options Team (Back Office) who apologised for the poor network coverage, i said it was ok but just wanted to let Three know and maybe it could be an area for improvement in the future.

The girl i spoke to thanked me for calling them to let them know of the issue and offered me the following:

1. Move to another price plan which would be cheaper
2. Discount of £7 a month off my current price plan (20% discount)
3. Cancel my account free of charge (Return Handset)

I said I'll take the £7 discount so now i'm paying £28.00 per month for the One Plan.

Well Done Three Customer Services!!!! :beer: Keep up the good work!!!

*** I thought this might be useful for any new Three customers who are experiencing network coverage issues at their home postcode, give Three a call and tell them about it!! You never know, they might just phone you, thanking you for telling them about it and giving you a discount for your trouble ***

im-lost

Three customer services does seem to get better once you get past the initial
Indian call centers where they just work to scripts and up sell, not that they
are particularly bad in the call centres, they get things done efficiently, and
have always been helpful on the few occasions Ive had to phone them.

But for any technical problems or contractual problems they are to be quite
blunt, completely hopeless. but once you get referred things go swimmingly,
in most cases, apart from the sms delivery reports saga, that's still ongoing after
5 months and is being looked in to by the communications ombudsman, but a
resolution has been met, but they are looking in to it again,

Their network is excellent, haven't ever had any signal problems, and thats
coming form someone from the wilds of cornwall, speeds o their mobile broadband
is excellent now that the are usig so called HSDPA+, on the new mifi device im
getting speeds of 10mbs all day every day..

The whole three is crap argument has been completely blown out of the water in
recent years, I would bet that the minority who shout the loudest at how bad they are
haven't even used the network since the early days, when it was dreadful.

Apart from the niggle with the terms and conditions changes, I wouldn't have a problem
recommending the network to anybody, IMO three are currently the best network to
go with if to have a smartphone / looking for mobile broadband because of their 3g / HSDPA+
coverage

matrix999

I've also just started using the 3 thethering service and have to say it kicks the !!! out of Sky Broadband!!

Might just cancel my Sky Broadband and use Three (3) on my iPhone 4

alerton

Up until this last week I would have agreed that 3 have improved their act 100% but the last few days have convinced me otherwise.

Basically I have been with 3 almost from day 1 when they launched in the UK, about 12 / 13 years, I now have a great tariff at a very good price....

Last week I needed to download an email attachment so I tethered the phone / laptop and it didn’t work, I had done the same thing a few times over the years so I called 3 to find out why I couldn’t get it to work. Initially I was transferred to technical services who told me it must be my handset at fault, after convincing them it wasn't as it worked fine with a T-Mobile sim they arranged for 2nd level tech support to call me back within 2 days. 2nd level did call back and said the problem is that I do not have any data allowance that is compatible with tethering and transferred me to customer services. Cs looked at my account and said I do have the correct allowance and put me back to tech help. Anyway after about 15 – 20 calls and conversations with 3 over about a week the final straw was when I was accused of being a liar by a customer services guy when I told him that I had used tethering fine up until this last week; I politely asked to be put through to his supervisor.

Long story short.......... it seems that at the end of last month 3 changed their policy regarding tethering for included data packages. Trouble is they forgot to tell anyone, not their customers nor even their own staff! So when I explained that I had specifically asked if tethering was allowed last time I renewed my contract in May and I was assured that it was ok, they decided they would find a way to fix things. A couple of hours later I got a call from customer services saying if I needed to use tethering I need to upgrade to their ‘one plan’ at a cost of £25 p/m and they seemed surprised that I asked why I should pay more than 3X what I pay now just to get what I already should have! Anyway the red mist descended and I demanded a PAC code so I can take my number to a provider who can talk sense. I suppose I shouldn’t really have been surprised to be told.... that’s fine, here is your PAC and the early termination fee equivalent to the monthly charge until the end of your contract.

So if anyone’s had good service recently I’m pleased for you but please don’t expect it every time. :mad: :mad: :mad:

cheers matrix999

matrix999

Not that i'm nit picking but its a PAC not a PUK

PAC - Porting Authorisation Code
PUK - Personal Unblocking Code

I read something regarding the thethering on older tariffs and your right its only on the One Plan now, why don't you contact the exec team at Three and explain your concerns

[EMAIL="executive.office@three.co.uk"]executive.office@three.co.uk[/EMAIL]

Tel: 08707 330 295

alerton

matrix999 wrote: »

Not that i'm nit picking but its a PAC not a PUK

PAC - Porting Authorisation Code
PUK - Personal Unblocking Code

I read something regarding the thethering on older tariffs and your right its only on the One Plan now, why don't you contact the exec team at Three and explain your concerns

[EMAIL="executive.office@three.co.uk"]executive.office@three.co.uk[/EMAIL]

Tel: 08707 330 295

im not totaly sure but i think its them who should be calling me within the next 4 days, at least CS said they would get somebody to call me so i hope its the scottish crowd