379 Customer Reviews over 38 pages
-
- Location
- London
- Reviewing
- Three Mobile
- Date
- 2019-06-05
- Comments
-
I switched from Vodafone as I was lured in by the lower monthly cost and the roaming options. I now regret this hugely as I've had countless issues - data not working at all, extremely slow internet, texts not sending, unable to use virgin media wifi on the tube, phone number not properly transferred over etc. I then had to spend HOURS on live chats/ phone hepline ( the few times it worked) and received 0 help at all! Their customer service is a COMPLETE JOKE! No one calls back when they say they will and I was given the wrong advice MANY times which was a total waste of my time. Rather than help me, 3 customer service asked me the same questions OVER AND OVER again ( cause they clearly can't keep notes) and had to provide very sensitive information to prove my identity WAY TOO MANY TIMES! Customer Service at 3 refuses to be accountable for any faults 3 has and tries to claim there is no issue even when my data won't work at all in many areas. I had to have 8 lengthy, painful conversations to fix 1 problem because 3 refuses to listen. AVOID AT ALL COSTS!!!! WORST SERVICE PROVIDER!! I have been with Vodafone, O2, Virgin and GiffGaff and they are all far better than this awful network.Even when I tried to lodge a formal complaint, no one contacted me. Their customer service and technical teams are ABSOLUTELY USELESS and TOTAL TIMEWASTERS!
- Location
-
- Location
- London
- Reviewing
- Three Mobile
- Date
- 2019-06-02
- Comments
-
Three the are worst in the internet Iam call them both tge are say to pay Iam not satisfied about internet the customers service they not help you nothing iam not recomend to anyone
- Location
-
- Location
- Luton
- Reviewing
- Three Mobile
- Date
- 2019-05-29
- Comments
-
They cancelled my contract without my authorization, and now making excuses that it was cancelled mistakenly and cant be reinstated, while 3 is still taking payment from my account. I have this number since last 9 years and now struggling to get my number back from them. Terrible terrible, avoid them.
Had 2 contract with them, cancelled 1, and now will cancel 2nd as well when i will get my number back (if i could).
- Location
-
- Location
- Manchester
- Reviewing
- Three Mobile
- Date
- 2019-05-24
- Comments
-
I signed up to mobile board band with three.oldham.9£ a month.this is fantastic.i connected it up it's been on since yesterday afternoon and still connected this morning went in to google straight away.i was with
ee. before .with similar mobile boardband with ee..very slow and going off all the time .with three didn't go off once.and u don't have to charge it as often.very happy.
- Location
-
- Location
- Chesham
- Reviewing
- Three Mobile
- Date
- 2019-05-19
- Comments
-
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
- Location
-
- Location
- London
- Reviewing
- Three Mobile
- Date
- 2019-05-17
- Comments
-
We used a 3 Mi-Fi hub while we were waiting for our permanent Internet to be installed. The signal is terrible it barely ever works but we still get huge additional charges every month as we have apparently gone over our 40gb data allowance even though it is only used about 3 days a month as it is so terrible. We asked for a cap to be put on the account so that when we hit 40gb we don't start getting charged per gb used but we still get massive charges. They've also made it really difficult to cancel. Would not recommend them.
- Location
-
- Location
- East London
- Reviewing
- Three Mobile
- Date
- 2019-05-11
- Comments
-
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.
- Location
-
- Location
- Chesham
- Reviewing
- Three Mobile
- Date
- 2019-05-10
- Comments
-
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.
- Location
-
- Location
- wales
- Reviewing
- Three Mobile
- Date
- 2019-05-08
- Comments
-
Applied for a handset was refused then bombarded by the sales team. They promised me a handset after 3 months of taking out an over priced sim card and paying on time every month. I did this when the time came they again refused the handset. When i rang to complain and asked them to listen to the calls they refused and also refused to refund my 3 months money only the last bill. Not budging at all and happy to rip off single mothers should be ashamed of yourselves. I will be taking this further, its not about the £ 48 you ripped me off with its the point that a company as big as yours shouldbt be allowed to rip off innocent people with bad credit. I will be leaving reviews where ever possible.. stay clear people ! £16 for a sim card with barely any GB few texts and minutes your so expensive the only way you can get customers is by lying and mis leading people disgusting you shove your offer of a waiver of £10 when the sun dont shine ill be posting on FB and insta and where ever possible!
- Location
-
- Location
- Wembley
- Reviewing
- Three Mobile
- Date
- 2019-04-16
- Comments
-
I had good service until I gave the notice to cancel my 4g mobile wifi dongle. Then problems started with my wifi.
This is ludicrous, others, take warning.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Three Mobile are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Three Mobile.