Three Business Reviews 83

Over the past few days, I have spent in excess of five hours attempting to resolve what should have been a very straightforward matter. Unfortunately, the experience has been unnecessarily stressful, time-consuming and highly frustrating.
I contacted customer services via 333 on several occasions and found the support to be unhelpful, inconsistent and lacking ownership. I repeatedly explained my concerns regarding unexpected account charges and the absence of a spending cap on my SIM account, yet no one was able to provide a satisfactory explanation as to why this was not discussed or applied when the account was originally opened.
Historically, I have never exceeded a monthly bill of approximately £50 on what is fundamentally a £10 SIM-only agreement. As a customer, I should have been properly advised regarding spending caps and budgeting controls at the outset. Had this been correctly explained and applied, this issue could have been entirely avoided.
Adding further frustration, I repeatedly failed security checks due to poor internal administration on their systems. I was asked numerous times for my business name, however it later transpired that the company details had incorrectly been recorded against an address reference rather than the actual business name itself. This internal data input issue caused unnecessary delays, repeated questioning and considerable inconvenience.
In contrast, I would specifically like to recognise the outstanding professionalism and customer care shown by the team at the Orpington store during my visits on both Thursday 14th and Friday 15th May. The staff members were courteous, approachable, proactive and genuinely willing to help — a complete contrast to the experience received through telephone support. They assisted me in understanding how to apply a spending cap correctly and importantly guided me to contact 337 directly, which ultimately led to progress being made.
When I finally reached the team at approximately 3:13pm today, I spoke with a very polite and apologetic gentleman who attempted to assist and offered a £10 goodwill credit. Whilst I appreciated his manner and professionalism, I do not feel this adequately reflects the level of inconvenience, poor service and significant amount of time wasted attempting to resolve matters which stemmed from failings within your own systems and customer support processes.
I have genuinely lost confidence in their telephone support service, as it appears the customer journey is failing at multiple stages — from account setup, to security processes, through to issue resolution.

We have been a 3 Business Customer for 6 months. There seems to have been a patch that has been run on Friday last week which has rendered our gateway unable to communicate. Having called the business customer service multiple times to try and speak to someone who understands the matter the constant message we keep receiving is due to a large demand in the area they are happy to cancel our contract for free. However it has been over 36 hours but unable to contact a technical manager as no call back received. Never heard of a company ready to shed customers instead of trying to understand the issue. Hopefully someone from 3 will read this and ask if they can contact us. Not sure they seem to understand reliability of their service for a business.

yet again after leaving a review they have fast been to fix the problem. 3rd month now I have paid for this service they claim to not have received it even tho I'm sending them transactions id and statements ect.
Happy to take my money but not give me the service or any reimbursement for this.

This is the poorest business network I have ever linked with in my life time. I couldn’t believe that there staff didn’t know their business rules, regulations and procedures.
In conclusion they didn’t know what they are doing.

Great assistance to sort out our new deal. Friendly knowledgeable gentleman. Very happy.

Everything...misinformation, chea....

I'm with three on personal number for ages but business is just a bunch of thieves...

I had a very bad experience with this network provider. I have never heard of this company before in the UK, and unfortunately, my SIM card has been inactive for more than two weeks.

I tried to contact customer service several times, but they only kept telling me to wait without giving any clear solution. The customer service team was also very rude and unhelpful.

Because of this experience, I strongly advise others not to start a contract with this provider. I do not recommend this service at all.

As a Three Business customer I wish to inform anyone thinking of joining Three about what a disaster my experience has been.

Simply, just don't do it! I have lost a morning of business today because of this company over a fault by Three. Potentially my company's credit rating might take a hit too which I will find out soon enough, I will seriously be disappointed if this is the case. Trying to communicate and resolve matters with customer services that have zero idea of how the UK works as they simply do not reside in the UK or can relate to how things operate here is a testing. I can see why Three opt to use or base operations abroad as there are much less hassle from UK regulations and tax but this comes at a cost whenever trying to speak to these people for help resolving any issues. For example, you have a person in Ireland supporting someone's business in Peru, what and how can that person in Ireland relate or advise on business issues or business impact and support the person in Peru, it's just not working. There is little to no business understanding... If the companies support and business is not in the same country then nothing in aligning... AI would do better but it's not the answer either... You need support and understanding from the support staff in the country your business operates from.

Three ooze cheap and nasty in mostly every aspect!
It's time for me to move away from Three.

Three can potentially very easily cost your company in loss of income, productivity, staff and can easily do damage to your company credit rating, potentially, I wait to find out!!! All of these points and the customers services reps have little to no understanding how important these matters are.

Just don't do it!

I have always had problems every single time I want to connect with THree. For cancellations, you make things extremely difficult!!!

It's now a month of trying, rebooting, resets, new sim still unable to receive and make half my calls, particularly on wifi. Never a problem with the iphone over the preceding 5 years when with EE and more recently 3's partner vodafone. Customer service try but my business is being ruined and they have a 6 month no refund policy. Terrible

Sold me a contract for 3 broadband when knowing don’t cover my area .. trying to get the return qr within the 30 days was a nightmare took 3 weeks near on 25 call and on top of that you’ve tried to charge me £25 for a service you haven’t supplied.
I would never ever consider using three for my business in the future!

Why, Oh why am I paying 5g prices that annually go up by more than inflation when at several long times during the working day your network struggles to put out 4g. You are con artists

Lack of response from my account manager.
Thank you for your response Three, i have tried the contact us page, which is also a waste of time! My account manager is sales base, therefore priority is on new business, you should have dedicated account managers to look after you exsiting clients.

I've used three for years but since they merged with Vodaphone the signal has been rubbish. for the past three months I've regularly checked network status in the local areas and without exception every time I get the same message

We're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.

We hope to have things fixed as soon as possible and will add any updates here.

it's not good enough, at the moment I find it's both faster and more reliable to stick post-it notes on to seagulls and ask them to deliver them to my clients

It's been an ongoing nightmare dealing with Three Business as I have had no incoming calls for six and a half days and no outgoing calls for four days starting two weeks ago; complained via email to their CEO Max Taylor and have not received any acknowledgement or response from him or his fellow directors or managers which is unbelievably disrespectful, incompetent and complacent to say the least! This company do however offer good prices and fairly good signal strength around the areas I live in and travel to so that is a positive but they fall down on ALL aspects of Customer Service politely arguing against you instead of helping you which means that they have zero customer loyalty and actively employ staff who have 'virulently anti business customer' policies in place to deliberately frustrate you whilst obfuscating and spinning you around in circles. The CEO is clearly uninterested in resolving my series of high level serious complaints and has instead decided to ignore emails to him and his team which is grossly negligent and shows him in poor light! They have the audacity to call themsleves "THREE BUSINESS" but in reality they are wilfully 'ANTI BUSINESS' and will remain so unless their policies become far more customer friendly and they respond via phone which is something they pretend they don't have the power to do to make 'outgoing' calls and hide their incoming phone numbers re-routing you to their indifferent Mumbai call centre which then adds insult to injury...they have talked about some kind of compensation but nothing has been agreed yet as this is ongoing and I will update this review if anything changes...what will happen now is Three will respond to this as they have done in every other review with a 'standard' message that does nothing to resolve the complaint and is a joke...try having a mobile phone which for six and a half days has no service and then you'll understand how I have been mistreated by the whole of Three Business

Despite living 50 yards from the mast, my 5g signal only gives me 60-70mbps when it should be over 200mbps.

Three sent me 2 SIM cards and neither could get past 70mbps. I tried the cards in three different iphones and they all gave the same result.

Just upgraded for another year,ive 3 accounts, been with 3 for alot of years and yet again they gave me a good deal

I felt forced to take the contact and the terms of cancellation were not properly explained

I always use the 3 shop in Grimsby, (since 2007) and I like to see Carol who is very knowledgeable about the phone plans.

Shambolic company. Cancelled a mobile broadband contract in January. 3 phone calls. 3 chats. Still have the device that apparently needs to be returned to end this.
- when cancelling not told had to return device
- chat agent told me take it into a store. Store not their job
- next agent said an email had been sent with a drop off QR code
- no email
- next agent told me email used was not the one on the account and was in fact completely made up
- agent said email resent to correct email address
- no email received
- agent today said would send a Jiffy bag. Address on account no longer used. Agent then said would put me on hold while she “spoke to her team”. I said you will not, stay on the line and work this out. Magically she was then able to change the address. You couldn’t make it up. Apparently a Jiffy bag has been sent. We will see.

So much time wasted thanks to a company that is simply atrocious in its service and people. Lies, no accountability, agents who just want you and your problem off their desk, it’s shambolic. No wonder three won’t exist soon.

Avoid at all cost.