Three UK Customer Care: Complete, Practical Guide (2024)

How to contact Three UK

Three UK provides help through phone, live chat, social media, in-store teams, and the My3 app. For account-specific issues (billing disputes, lost/stolen, SIM swap, PAC/STAC), use phone or chat so your identity can be securely verified. Keep your Three number, full name, billing postcode, and last two digits of your bank account or memorable information ready to speed things up.

If you’re travelling or using another network, you can still reach Three using their geographic or international numbers. For quick fixes like allowance checks, spending caps, or plan changes, the My3 app is usually faster than queueing for an agent. The official contact page and status checker are the best places to confirm opening hours and any known issues before you call.

• From a Three phone: 333 (customer services; standard plan minutes apply)
• From other UK networks/landlines: 0333 338 1001 (charged at standard geographic rate)
• From abroad: +44 7782 333 333 (international rates apply)
• Lost or stolen: use the same numbers above; ask to bar the SIM/IMEI immediately
• Live chat: three.co.uk/contact (typically daytime UK hours; fastest for billing and plan changes)
• My3 app: iOS/Android app stores; web at three.co.uk/my3 (usage, bills, spend caps, add-ons)
• Coverage and network status: three.co.uk/coverage
• Store locator and appointments: three.co.uk/store-locator
• Social support: X/Twitter @ThreeUKSupport; Facebook fb.com/ThreeUK (do not share full personal data publicly)

Billing, plans, and practical account management

Most consumer plans are either handset contracts (device + airtime) or SIM-only airtime plans on 1, 12, or 24-month minimum terms. Billing is monthly, with a bill issue date followed by a payment due date roughly 14 days later if paying by Direct Debit. You can see exact dates, itemised usage, and any out-of-allowance charges in My3. To avoid surprise bills, set a spend cap (e.g., £0 to block chargeable extras, or a specific limit such as £10) in the app or via chat.

Many Three contracts taken out in recent years include an annual price adjustment (typically applied in April) referenced in your terms; check your agreement in My3 for the index and calculation that applies to you. If your plan includes add-ons (e.g., data boosts or international add-ons), they either auto-renew monthly or run once-off—My3 shows renewal dates and prices before you confirm. For late payments, service may be restricted and a re-connection may require clearing the balance; if you’re struggling, contact Three early to discuss a payment plan.

Switching, PAC/STAC, and cancellations

Under Ofcom’s “text-to-switch” rules (in force since 2019), you can get a switching code by SMS without calling customer services. To keep your number, text PAC to 65075; to leave without keeping your number, text STAC to 75075; for information on any early termination charges, text INFO to 85075. You’ll receive an SMS within 60 seconds with your code and any fees. Give the code to your new provider; the switch usually completes by the next working day you choose.

To cancel at the end of a minimum term, give 30 days’ notice or use a STAC code via your new provider. If you’re still in contract, early termination charges usually apply based on the remaining monthly plan charges in your terms. If you bought online or by phone, you generally have a 14-day cooling-off period to return/cancel without penalty for distance sales (you must return any device in good condition). Keep your proof of postage and ask for written confirmation of cancellation.

Roaming and international use

As of 2024, Three’s “Go Roam” is subject to a daily charge for most newer plans: £2 per day in Go Roam in Europe destinations and £5 per day in Go Roam Around the World destinations, with a fair use policy (commonly 12 GB in Europe) during each daily pass. Check your specific plan in My3 because older plans or Pay As You Go can differ. Turn data roaming on in your phone settings and in My3, and consider setting a spend cap before you travel.

Data speeds abroad may be managed and some services (tethering, premium numbers, MMS) may not be available in all countries. To avoid unexpected costs, disable voicemail while abroad if your plan charges for conditional call forwarding, and prefer Wi‑Fi calling where available. Three’s roaming destination list and charges are updated periodically—always confirm at three.co.uk/roaming before you fly.

Complaints and escalation

If something goes wrong, contact Three first via 333 or live chat and ask for a case reference. Summarise the issue, dates, what you want as a resolution, and provide evidence (bills, screenshots, speed tests). Three should investigate and aim to resolve promptly; keep notes of each contact. If you reach a deadlock, request a “deadlock letter” confirming Three’s final position.

If your complaint remains unresolved after eight weeks, or you have a deadlock letter, you can escalate to independent Alternative Dispute Resolution via Ombudsman Services: Communications (ombudsman-services.org/communications; 0330 440 1614). The ombudsman is free for consumers and small businesses, and can require remedies such as explanations, apologies, and in some cases financial awards. Keep your case reference and any written correspondence handy when you escalate.

Accessibility and support for vulnerable customers

Three supports Relay UK for speech or hearing-impaired customers—prefix any number with 18001 or use the Relay UK app (relayuk.bt.com). British Sign Language users can use a video relay service (see three.co.uk/support/accessibility for links and hours). You can also nominate an authorised third party on your account to help manage services on your behalf; Three will verify that authority before discussing account details.

If you or someone you support is in a vulnerable situation (e.g., bereavement, serious illness, financial hardship), tell the adviser so they can apply appropriate support, which may include communication preferences, extra time to pay, or priority handling. For accessibility, you can request bills in alternative formats (large print, Braille, or audio) and ask for notes to be added to your account so you don’t have to re-explain needs in future contacts.

• Relay UK: dial 18001 + 333 (from a Three phone) or 18001 + 0333 338 1001 (from other networks); app at relayuk.bt.com
• Accessibility hub: three.co.uk/support/accessibility (alternative formats, BSL video relay, account authorisation)
• Emergency services while abroad: dial the local emergency number; for account emergencies (loss/theft), use +44 7782 333 333

Network status, outages, and device support

Before reporting coverage issues, check three.co.uk/coverage for live status, planned maintenance, and any major outages by postcode. Temporary masts, local maintenance, new-site build, and building materials can affect indoor coverage. Run a few speed tests at different times and locations; note exact times and postcodes so support can escalate to network teams with evidence.

For device issues, rule out SIM or device faults by testing your SIM in another handset and vice versa. Most phones sold after December 2021 are unlocked by law in the UK, so you should not need a network unlock code. Manufacturer warranties vary by brand (typically 12–24 months); repairs can be arranged via the manufacturer, via Three stores, or partner repair centres depending on your plan and optional insurance. Back up your data and remove locks (e.g., Find My iPhone/Google FRP) before handing a device in.

Company details and official resources

Legal entity: Hutchison 3G UK Limited (company number 03885486). Registered office (as listed on Companies House): 450 Longwater Avenue, Green Park, Reading, Berkshire, RG2 6GF. Do not send returns to the registered office—use the returns instructions provided for your specific order.

Official site and help: three.co.uk and three.co.uk/support. Keep all confirmations (emails/SMS) and ask for your case ID whenever you contact support—this makes follow-ups and escalations much faster.