If you signed up to Three's home broadband or mobile broadband service, it’s likely you were after a trustworthy method to get online without a landline. Maybe you needed a more reliable way of getting connected "on the go", or Three’s mobile broadband products seemed a great option for a more temporary set up.
It can be frustrating if you’re having issues with any broadband, and we understand you're going to need to get those issues ironed out quick.
On this page, you’ll find all the different ways you can get in touch with Three for a quick solution.
How to contact Three customer service
Contact Three through Live Chat
Three encourages customers to use its live chat service to talk to a member of its team. This has longer opening hours than its customer service phone. You can access this through the Three website. Live chat is open between 8am-10pm Monday to Friday, and 9am-8pm on weekends.
Three customer service contact number
Personal customers can speak to an advisor between 8am-8pm Monday to Friday, or 9am-6pm on Saturday and Sunday.
Customers can call 0333 338 1001 from any landline or mobile. If you’re abroad, you can dial +44 7782 333 333.
Alternatively, those who have a Three mobile phone contract can quick-dial 333.
If you want to speak to someone about your mobile broadband, you’ll need to call 0333 338 1003 (+44 7782 333 500 from abroad). Or, if you are also a Three mobile customer, you can dial 500.
Three app
Many common tasks can be carried out using the Three app. You can also use this as a shortcut to access Live Chat. The Three App is available through the Apple Store or Google Play.
You can use the app for many reasons, including billing details, data allowances, coverage checking or support. You can also change your personal details through here.
Three Community forum
Sometimes you might get a quicker answer from the hive mind of other Three users. If you want to pick the brains of fellow customers (or have a rant), you can make posts and browse through the Three Community forum.
How to check Three's service status - is Three broadband down?
The Three app is a good tool for checking service status, but you can also see the network status its 4G or 5G network using the coverage checker page.
If it looks as if there’s a problem, there are a few things you should check before getting in touch with customer service.
First of all, make sure there are no obvious issues with your 5G or 4G Home Hub router. Reboot your devices and then the Hub. If the internet connection doesn’t spring back to life, the fault may be on Three’s side.
Check the Community forum to see if any other customers have reported issues. You may find carrying out a general search for Three is a little tricky on Twitter due to its name. If you’d like to send a message to Three’s support team, their tag is @ThreeUKSupport.
If you’re having problems with your Three service, you can also use a site such as Downdetector to check if other outage problems have been reported in the last 24 hours.
For more help, check out our guide to troubleshooting broadband.
How to complain about Three
Get in touch via X (formerly known as Twitter) and Facebook
Social media can be a great place to get an answer quickly.
You can send a message to Three on Twitter @ThreeUKSupport. Three can also be found on Facebook.
Speak to customer services
If you’ve checked through the Three App for common problems, but you’re still having problems with your broadband, it may be time to speak to customer services. Contact them on 0333 338 1001, or 0333 338 1003 for mobile broadband issues.
Three broadband address
If you’d prefer to write, you can send your complaint to:
Three Customer Complaints
Hutchison 3G UK Ltd.
PO Box 333
Glasgow
G2 9AG
Complaining about Three broadband Ombudsman Services: Communications
If you aren’t happy with any final resolutions, and it’s been over 8 weeks since you raised a complaint, you can get in touch with its Alternative Dispute Resolution Scheme.
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What to do before you complain to Three
Troubleshoot the problem
Try your best to tackle any technical problems yourself first. Three has a number of technical support guides and videos to help you improve the performance of your hub.Document everything
Keep a record of times, dates and calls. If you speak to anyone at Three customer service, take their name. Document all speed test records and any other relevant data that could help. These can all be helpful if you have to escalate your complaint.Make sure your complaint is valid
Broadband speed
Ask for assistance if your Three broadband service is slower than expectations for your postcode. But double-check your contracts. Three includes variations on speed in its terms and conditions.
Service problems
If a broadband complaint relates to traffic management or blocked website, you may not have much success in complaining. Though if you feel like the limits are restrictive, and you weren't made aware of them when you signed your Three contract, you may still have a case.Mis-selling & overcharging
Complaining about the cost of a service is unlike to change things, unless it's significantly different to the broadband deal you were initially sold. BT currently raises its prices by £2 per month every April. Customers are obliged to pay these price hikes, and it's set out in its terms and conditions. We have a guide to mid-contract price rises you may find helpful.Customer service
If you feel Three's customer service isn't listening to your problems, ask to escalate the complaint to more senior staff members.
Had enough of Three? Switch now and save money
Decided it’s time to pack away your Hub and find a new provider?
Using Broadband Genie can make that process easy. Providing you’re out of contract, switching is a doddle, and you can start the process right now. Simply enter an address to find out what offers are available in your area.
Interested to switch, but you’d still like to avoid paying for a landline you won’t use? Here are some of our current favourite broadband without a landline deals.
Alternatively, here’s a selection of the best broadband deals currently available: