Three UK Customer Care: Complete, Practical Guide

Who Three UK are and what customer care covers

Three (Hutchison 3G UK Limited) launched in 2003 as the UK’s first 3G-only network and is part of CK Hutchison. The company’s registered office is: 450 Longwater Avenue, Green Park, Reading, Berkshire, RG2 6GF. Company number: 03885486. Three provides mobile services across 4G and 5G, with nationwide consumer and business offerings, SIM-only, devices, mobile broadband, and eSIM on compatible plans.

Customer care at Three UK spans billing, plan changes, upgrades, SIM/eSIM support, roaming, technical troubleshooting, accessibility accommodations, lost/stolen assistance, and formal complaints. Most day‑to‑day tasks can be done in the Three app or via My3 on the web, with human support available by phone, web chat, and social channels when you need it.

Contact channels and key details

The fastest path for most account queries is the Three app or web chat, with phone support for complex or time‑sensitive issues. Keep your account number or mobile number to hand; you may be asked for standard security details.

Use the following, depending on where you’re calling from and the nature of the query. Calls to 333 are free from a Three phone. 0333 numbers are charged at standard UK rates and are typically included in inclusive minutes on most plans.

• From a Three phone: 333 (free)
• From other UK phones: 0333 338 1001
• From abroad: +44 7782 333 333
• Web chat: three.co.uk/support (typical hours 08:00–22:00 UK time)
• Three app: search “Three UK” (Hutchison 3G UK Limited) on iOS App Store/Google Play, or start at three.co.uk/three-app
• Social support: twitter.com/ThreeUKSupport and facebook.com/ThreeUK
• Coverage and network status checker: three.co.uk/coverage
• Store finder and in‑store support: three.co.uk/stores
• Accessibility (Relay UK): dial 18001 then 0333 338 1001, or use the Relay UK app; emergency via Relay UK is 18000

Opening hours and expected response times

Phone support is typically open 08:00–20:00 Monday to Friday and 09:00–18:00 on weekends and UK bank holidays. Web chat commonly runs later (around 08:00–22:00). Social media support hours can vary but generally align with core office hours. If you call outside these times, you can still use the app, My3 online self‑service, or leave a message on social channels.

For fastest responses, try mornings and mid‑afternoons on weekdays. Lunchtimes and Monday early afternoons are peak periods. Fault escalations, billing disputes, or cancellations may be queued to specialist teams; if this happens, ask for a case reference and a promised callback window.

Self‑service: the Three app and My3

The Three app and My3 (via three.co.uk) let you check allowances and usage in real time, download bills, set or change your spend cap, add or remove add‑ons (e.g., data boosts or international calling), and manage roaming settings before you travel. You can also update payment details and manage Direct Debit.

For SIM/eSIM management, eligible plans can activate or swap to eSIM through the app or by requesting a QR code from support. You can reset voicemail PINs, enable Wi‑Fi Calling and 4G Calling on compatible devices, and view upgrade eligibility. If you use multiple lines under one account, you can toggle between them in the app for granular control.

Security tip: turn on biometric login in the app and keep contact email and recovery details current. If you notice unfamiliar charges (e.g., premium SMS), use the app to bar premium services and contact care promptly to dispute.

Moving, switching, and cancellations

You don’t need to call to leave or to keep your number. Under Ofcom’s Text‑to‑Switch rules, text PAC to 65075 to get your Porting Authorisation Code and move your number to another network, or text STAC to 75075 to cancel and take a new number with the new provider. Text INFO to 85075 to check if you’re in contract and whether any early termination charges apply.

Porting timelines: if your new provider submits the PAC before 17:00 Monday–Friday, the number usually transfers the next working day. Ports submitted after 17:00 or on weekends/holidays typically complete the following working day. Keep your Three SIM active until the port completes; service will cease automatically when the number moves.

If you prefer to cancel without switching, contact Three on 333 or 0333 338 1001 to set a termination date. Final bills are issued after disconnection; any credit is refunded to your original payment method. Return any loaned equipment if instructed to avoid non‑return fees.

Faults, coverage, and technical support

Before calling, check three.co.uk/coverage for live mast work and unplanned outages. You can enter your postcode for an estimated fix time. If data is slow or calls drop in a specific location, note the postcode and times; this helps care raise a targeted network ticket.

Basic troubleshooting: power‑cycle your phone; toggle airplane mode off/on; remove and reseat the SIM; try your SIM in another unlocked phone to isolate SIM vs device faults; ensure the latest device software is installed; and switch preferred network type between 5G/4G/3G to test stability. Enable Wi‑Fi Calling to maintain call quality indoors where mobile signal is weak.

For lost or stolen devices, contact 333 or +44 7782 333 333 immediately to bar the SIM and the device’s IMEI. You can request a replacement SIM/eSIM. If stolen, obtain a crime reference number from the police; this may be required for insurance claims.

Accessibility and support for vulnerable customers

Three supports Relay UK (18001 + number, or the Relay UK app) for text relay. If you need British Sign Language interpretation, ask care to arrange a video relay session or provide an alternative channel that works for you. Bills and communications can be supplied in large print, Braille, or audio on request.

If you’re medically vulnerable or rely on your phone for critical communications, inform Three so a flag can be added to your account. This can prioritise support during prolonged incidents and helps agents tailor contact preferences and verification steps.

Anyone experiencing financial difficulty can discuss affordable repayment plans, spend caps, or temporary bars to premium services. Three can signpost free debt‑advice resources and will work to prevent service suspension where a reasonable plan is in place.

Complaints and escalation

If something goes wrong, contact customer care first via 333, 0333 338 1001, or three.co.uk/support and explain the issue clearly with dates, amounts, screenshots, and any previous case references. Ask the agent to summarise the resolution and timescale, and request the case ID.

If unresolved, ask for the complaints team. Three has up to 8 weeks to resolve a complaint. If you receive a “deadlock” letter earlier (or after 8 weeks with no resolution), you can take your case to alternative dispute resolution (ADR) free of charge.

Three is a member of Ombudsman Services: Communications. Contact: 0330 440 1614; ombudsman-services.org (Communications). Postal: Ombudsman Services, PO Box 730, Warrington, WA4 6WU. Provide copies of your evidence and the deadlock letter or proof the complaint is over 8 weeks old.

Key short codes and numbers to remember

These codes are quick ways to complete common tasks without waiting in a queue. Keep them in your contacts so you can act fast if you change phones, travel, or need to move your number.

• PAC to keep your number: text PAC to 65075 (free)
• Cancel and take a new number: text STAC to 75075 (free)
• Contract status and fees: text INFO to 85075 (free)
• Voicemail from your Three phone: 123 (set/remember your PIN)
• Voicemail from other phones/abroad: +44 7782 333 123
• Customer care from Three: 333 (free)
• Customer care from other phones: 0333 338 1001
• Abroad customer care: +44 7782 333 333
• Relay UK access: 18001 + the number; emergency via Relay UK: 18000
• Check your own number on many Three devices: dial *#100#

For anything not covered above, start at three.co.uk/support or the coverage checker at three.co.uk/coverage. When contacting care, have your mobile number, recent bill date/amount, and a photo ID ready if you’re visiting a store. This keeps verification smooth and speeds up resolution.

Can I call Three anytime?

Call us. Personal customers: Lines are open 08:00 to 20:00 Monday to Friday, and 09:00 to 18:00 Saturday and Sunday.

What is the customer service hotline of 3HK?

12. To terminate the Service, the customer must notify 3HK/ 3SUPREME by calling the Customer Service Hotline 1033/ 3SUPREME Hotline 31668866 not less than seven days before the then current statement cutoff date of the Service.

How do I contact 3 in the UK by phone?

For any other queries related to your Three service, product or order, please call Three customer support on 333 from your Three phone (or 0333 338 1001 from any other phone). Check out our FAQ page for answers to regularly asked questions regarding accessories.

What is the number for Three international customer service?

Shipping Address – III International. Please provide a referral ID. If you do not have a referral ID; we recommend that you reach out to the person who referred you to this site and request their ID number. Alternatively, you may contact our customer support team at 1-385-333-3388.