Three Customer Service

PorkchopExpress · 12-08-2016, 10:05

I've been with Three for about 3 weeks. I moved from O2 due to poor 02 data coverage where I lived and Three promising me 4G Supervoice.

1. I don't get 4G Supervoice.
2. I can't make any calls from my house. No Service 90% of the time. This never happened with 02.
3. Three customer service via webchat and on the phone just shrug their shoulders about the fact there's no 4G Supervoice for me after all.
4. They can't explain the absence of phone signal, and don't care.
5. They suggested the Three In Touch app, so I could call via wifi. That app is a dogs' breakfast and is barely usable. It shows now as disconnected in my house no matter what I do. Even though my router shows clearly as being connected in the Preferences.
6. They sent me a Home Signal box. Another disaster. It came in a box which said "reconditioned" and it doesn't work. It flashes red 5 times indicating a sim issue.
7. It took days for my old number to be transferred over. This caused havoc with text messages and iMessage. After the number transferred over the phone continued to message from the number I had originally been given from Three, rather than my own transferred number.
8. Three customer service didn't have a clue about this but it can hardly be uncommon. After much research and investigation I fixed it myself.
9. Overall the customer service over the phone or via webchat is excruciating. The same questions asked of me over and over again and pretty much total ignorance of the products. One guy told me over and over again that you couldn't get data on 4G Supervoice, it was just for making calls.
10. I'm on a one month Pay Monthly deal. All you can eat. I've hardly used it. Today I'm getting texts from Three saying my "credit has almost expired". WTF?

On the whole, I very much regret moving as 02's data signal wasn't good where I am but at least I could make phone calls and wasn't treated like this.

Can't beat the undoubted pain of moving back though. Looks like I'll be sticking with Three for the iPhone 7 and will just have to deal with the seething resentment I now feel for them.

Gigabit · 12-08-2016, 10:07

Always get a PAYG SIM to test before moving.

PorkchopExpress · 12-08-2016, 10:08

Quote:

Originally Posted by Gigabit

Always get a PAYG SIM to test before moving.

I took a 1 month pay monthly. Is that ok?

Everything Goes · 12-08-2016, 10:32

Quote:

Originally Posted by PorkchopExpress

I took a 1 month pay monthly. Is that ok?

Well it's less bad but it would have saved an awful lot of hassle. Still you live and learn. No network will guarantee coverage. Given the problems it sounds like one for the Executive Office if you can get it escalated.

PorkchopExpress · 12-08-2016, 11:22

Quote:

Originally Posted by Everything Goes

Well it's less bad but it would have saved an awful lot of hassle. Still you live and learn. No network will guarantee coverage. Given the problems it sounds like one for the Executive Office if you can get it escalated.

Also, we had tested O2 and Vodafone as we had both in the house previously. Neighbours have tested EE and Three previously. The difference which made me want to try Three was 4G Supervoice which promised to eliminate black spots etc. I was promised 3 times before buying that it would work in my area. It doesn't. Outside of my house it's just about ok but the moment I go indoors it's no service and I can't even make phone calls. It's not like I live in a castle with thick stone walls, it's a timber frame house which I built just this year.

philt74 · 12-08-2016, 13:22

If you have an iPhone and wi-fi in your house then I suggest EE or Vodafone - they both have wi-fi calling which works very well and is integrated into the iPhone so no need for any apps...

PorkchopExpress · 12-08-2016, 14:00

I'll try an EE SIM card, can't do any harm.

philt74 · 12-08-2016, 14:09

Quote:

Originally Posted by PorkchopExpress

I'll try an EE SIM card, can't do any harm.

Bear in mind it only works on pay monthly not PAYG...

PorkchopExpress · 12-08-2016, 14:57

Quote:

Originally Posted by philt74

Bear in mind it only works on pay monthly not PAYG...

Cheers, I'll try a one month one.

Everything Goes · 12-08-2016, 16:02

Quote:

Originally Posted by PorkchopExpress

Also, we had tested O2 and Vodafone as we had both in the house previously. Neighbours have tested EE and Three previously. The difference which made me want to try Three was 4G Supervoice which promised to eliminate black spots etc. I was promised 3 times before buying that it would work in my area. It doesn't. Outside of my house it's just about ok but the moment I go indoors it's no service and I can't even make phone calls. It's not like I live in a castle with thick stone walls, it's a timber frame house which I built just this year.

My experience of 4G Supervoice with a compatible handset is that its not fit for purpose. It rarely went over to it and would prefer a very weak 3G or no service. There are some handsets where you can force selection of 4G only like the LG G5 which work ok but otherwise forget it.

Black Box · 12-08-2016, 21:26

Sounds like you've been unlucky, OP.

No complaints with Three here.

Hope you get it sorted.

jchamier · 12-08-2016, 21:38

Quote:

Originally Posted by philt74

If you have an iPhone and wi-fi in your house then I suggest EE or Vodafone - they both have wi-fi calling which works very well and is integrated into the iPhone so no need for any apps...

Vodafone needs an iPhone 6s or 6s+ for WiFi calling, and doesn't support SMS.

EE works with an iPhone 5c or later and does calls and SMS over their WiFi calling.

plymouthbloke1974 · 12-08-2016, 21:54

In other words, Vodafone have done a half arsed job in WiFi Calling.

jchamier · 12-08-2016, 22:00

Quote:

Originally Posted by plymouthbloke1974

In other words, Vodafone have done a half arsed job in WiFi Calling.

Agreed!

Gigabit · 12-08-2016, 22:46

I believe with RCS, Vodafone will support SMS over WiFi.

Gaz82 · 12-08-2016, 23:44

Quote:

Originally Posted by plymouthbloke1974

In other words, Vodafone have done a half arsed job in WiFi Calling.

Vodafone are also picky on which tariff you're on too. I'm on a business sim only contract with an iPhone 6S and wi-fi calling isn't available to me :-/

In my opinion EE is the best network at the moment for coverage and useful extras such as wi-fi calling and visual voicemail.

I travel to the US on business regularly so If they could sort out their roaming pricing and match Vodafone's £5 a day world traveller then I would move all my company phones back to them in an instant!

jchamier · 13-08-2016, 10:29

Quote:

Originally Posted by Gigabit

I believe with RCS, Vodafone will support SMS over WiFi.

RCS is about 6 years too late; I suspect hardly any handsets will support it and so it will need an app - and the majority of people already have WhatsApp and or Facebook messenger.

Sounds as if Vodafone have missed the fact this is a pocket computer, not a feature phone where the network is in control.

Gigabit · 13-08-2016, 10:56

Quote:

Originally Posted by jchamier

RCS is about 6 years too late; I suspect hardly any handsets will support it and so it will need an app - and the majority of people already have WhatsApp and or Facebook messenger.

Sounds as if Vodafone have missed the fact this is a pocket computer, not a feature phone where the network is in control.

Nearly every Vodafone phone sold supports it out of the box...

jchamier · 14-08-2016, 13:43

Quote:

Originally Posted by Gigabit

Nearly every Vodafone phone sold supports it out of the box...

I assume you mean Android, and are they customised ROMs ?

Gigabit · 14-08-2016, 13:46

Nearly every Android phone sold by Vodafone supports RCS out of the box...

jchamier · 14-08-2016, 14:11

Quote:

Originally Posted by Gigabit

Nearly every Android phone sold by Vodafone supports RCS out of the box...

All networks whom sell Android phones customise them - so that doesn't really help. Unless ALL networks implement RCS it won't happen - especially if there is a price per message. WhatsApp is too big now.

PorkchopExpress · 09-09-2016, 12:08

Shambolic today, not unexpected, but very annoying.

Simply wish to upgrade my monthly contract and pre-order iPhone 7 128gb in Matt black.

Can't do it on the Three app. Logging into MyThree website says "you can't upgrade online". Webchat is "currently unavailable" and has been all day. Huge call waiting times when you try to phone.

Shambles.

Why won't they just let me press buttons and order the thing?

Michael09 · 09-09-2016, 16:27

Quote:

Originally Posted by PorkchopExpress

Shambolic today, not unexpected, but very annoying.

Simply wish to upgrade my monthly contract and pre-order iPhone 7 128gb in Matt black.

Can't do it on the Three app. Logging into MyThree website says "you can't upgrade online". Webchat is "currently unavailable" and has been all day. Huge call waiting times when you try to phone.

Shambles.

Why won't they just let me press buttons and order the thing?

It is a little annoying I have to admit, I was also trying to get onto chat to discuss an account query, I finally managed to get through to someone and solved my issue. So just a case of hitting refresh every now and then and someone should become available.

PorkchopExpress · 09-09-2016, 21:42

Quote:

Originally Posted by Michael09

It is a little annoying I have to admit, I was also trying to get onto chat to discuss an account query, I finally managed to get through to someone and solved my issue. So just a case of hitting refresh every now and then and someone should become available.

**** them. I'm going to just buy the phone from Apple and get a cheap sim deal from Three.

cyrillic_guy · 09-09-2016, 22:06

Three's customer service are indeed beyond good and evil, as per my experience anyway...

I have reached the point when I've just asked for my PAC with the Early Termination Fee to pay, just can't bear it anymore (there is a complaint registered with them so got a tiny hope of recovering the losses via the Ombudsman route).

Their network is absolute shambles in Glasgow. Over-congested or no signal in so many places. They advertise their VoLTE services available for certain Sony non-Three devices only to remove the claim some days later. Tell you one thing then the complete opposite. Pillar to post passing and what not. You do indeed get what you pay for, but methinks you get even less with Three.

12-08-2016, 10:05	#1
PorkchopExpress Forum Member Join Date: Aug 2010 Location: North Lanarkshire Posts: 3,210	Three Customer Service I've been with Three for about 3 weeks. I moved from O2 due to poor 02 data coverage where I lived and Three promising me 4G Supervoice. 1. I don't get 4G Supervoice. 2. I can't make any calls from my house. No Service 90% of the time. This never happened with 02. 3. Three customer service via webchat and on the phone just shrug their shoulders about the fact there's no 4G Supervoice for me after all. 4. They can't explain the absence of phone signal, and don't care. 5. They suggested the Three In Touch app, so I could call via wifi. That app is a dogs' breakfast and is barely usable. It shows now as disconnected in my house no matter what I do. Even though my router shows clearly as being connected in the Preferences. 6. They sent me a Home Signal box. Another disaster. It came in a box which said "reconditioned" and it doesn't work. It flashes red 5 times indicating a sim issue. 7. It took days for my old number to be transferred over. This caused havoc with text messages and iMessage. After the number transferred over the phone continued to message from the number I had originally been given from Three, rather than my own transferred number. 8. Three customer service didn't have a clue about this but it can hardly be uncommon. After much research and investigation I fixed it myself. 9. Overall the customer service over the phone or via webchat is excruciating. The same questions asked of me over and over again and pretty much total ignorance of the products. One guy told me over and over again that you couldn't get data on 4G Supervoice, it was just for making calls. 10. I'm on a one month Pay Monthly deal. All you can eat. I've hardly used it. Today I'm getting texts from Three saying my "credit has almost expired". WTF? On the whole, I very much regret moving as 02's data signal wasn't good where I am but at least I could make phone calls and wasn't treated like this. Can't beat the undoubted pain of moving back though. Looks like I'll be sticking with Three for the iPhone 7 and will just have to deal with the seething resentment I now feel for them.

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12-08-2016, 10:07	#2
Gigabit Forum Member Join Date: Aug 2014 Location: United Kingdom Posts: 2,887	Always get a PAYG SIM to test before moving.

12-08-2016, 10:08	#3
PorkchopExpress Forum Member Join Date: Aug 2010 Location: North Lanarkshire Posts: 3,210	Quote: Originally Posted by Gigabit Always get a PAYG SIM to test before moving. I took a 1 month pay monthly. Is that ok?

12-08-2016, 10:32	#4
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Quote: Originally Posted by PorkchopExpress I took a 1 month pay monthly. Is that ok? Well it's less bad but it would have saved an awful lot of hassle. Still you live and learn. No network will guarantee coverage. Given the problems it sounds like one for the Executive Office if you can get it escalated.

12-08-2016, 11:22	#5
PorkchopExpress Forum Member Join Date: Aug 2010 Location: North Lanarkshire Posts: 3,210	Quote: Originally Posted by Everything Goes Well it's less bad but it would have saved an awful lot of hassle. Still you live and learn. No network will guarantee coverage. Given the problems it sounds like one for the Executive Office if you can get it escalated. Also, we had tested O2 and Vodafone as we had both in the house previously. Neighbours have tested EE and Three previously. The difference which made me want to try Three was 4G Supervoice which promised to eliminate black spots etc. I was promised 3 times before buying that it would work in my area. It doesn't. Outside of my house it's just about ok but the moment I go indoors it's no service and I can't even make phone calls. It's not like I live in a castle with thick stone walls, it's a timber frame house which I built just this year.

12-08-2016, 13:22	#6
philt74 Forum Member Join Date: Aug 2013 Posts: 102	If you have an iPhone and wi-fi in your house then I suggest EE or Vodafone - they both have wi-fi calling which works very well and is integrated into the iPhone so no need for any apps...

12-08-2016, 14:00	#7
PorkchopExpress Forum Member Join Date: Aug 2010 Location: North Lanarkshire Posts: 3,210	I'll try an EE SIM card, can't do any harm.

12-08-2016, 14:09	#8
philt74 Forum Member Join Date: Aug 2013 Posts: 102	Quote: Originally Posted by PorkchopExpress I'll try an EE SIM card, can't do any harm. Bear in mind it only works on pay monthly not PAYG...

12-08-2016, 14:57	#9
PorkchopExpress Forum Member Join Date: Aug 2010 Location: North Lanarkshire Posts: 3,210	Quote: Originally Posted by philt74 Bear in mind it only works on pay monthly not PAYG... Cheers, I'll try a one month one.

12-08-2016, 16:02	#10
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Quote: Originally Posted by PorkchopExpress Also, we had tested O2 and Vodafone as we had both in the house previously. Neighbours have tested EE and Three previously. The difference which made me want to try Three was 4G Supervoice which promised to eliminate black spots etc. I was promised 3 times before buying that it would work in my area. It doesn't. Outside of my house it's just about ok but the moment I go indoors it's no service and I can't even make phone calls. It's not like I live in a castle with thick stone walls, it's a timber frame house which I built just this year. My experience of 4G Supervoice with a compatible handset is that its not fit for purpose. It rarely went over to it and would prefer a very weak 3G or no service. There are some handsets where you can force selection of 4G only like the LG G5 which work ok but otherwise forget it.

12-08-2016, 21:26	#11
Black Box Forum Member Join Date: May 2014 Posts: 572	Sounds like you've been unlucky, OP. No complaints with Three here. Hope you get it sorted.

12-08-2016, 21:38	#12
jchamier Forum Member Join Date: Mar 2000 Location: This forum Posts: 3,392	Quote: Originally Posted by philt74 If you have an iPhone and wi-fi in your house then I suggest EE or Vodafone - they both have wi-fi calling which works very well and is integrated into the iPhone so no need for any apps... Vodafone needs an iPhone 6s or 6s+ for WiFi calling, and doesn't support SMS. EE works with an iPhone 5c or later and does calls and SMS over their WiFi calling.

12-08-2016, 21:54	#13
plymouthbloke1974 Forum Member Join Date: Aug 2001 Location: Destination: Hard Brexit Posts: 6,368	In other words, Vodafone have done a half arsed job in WiFi Calling.

12-08-2016, 22:00	#14
jchamier Forum Member Join Date: Mar 2000 Location: This forum Posts: 3,392	Quote: Originally Posted by plymouthbloke1974 In other words, Vodafone have done a half arsed job in WiFi Calling. Agreed!

12-08-2016, 22:46	#15
Gigabit Forum Member Join Date: Aug 2014 Location: United Kingdom Posts: 2,887	I believe with RCS, Vodafone will support SMS over WiFi.

12-08-2016, 23:44	#16
Gaz82 Forum Member Join Date: Jun 2000 Location: Berkshire, UK Posts: 279	Quote: Originally Posted by plymouthbloke1974 In other words, Vodafone have done a half arsed job in WiFi Calling. Vodafone are also picky on which tariff you're on too. I'm on a business sim only contract with an iPhone 6S and wi-fi calling isn't available to me :-/ In my opinion EE is the best network at the moment for coverage and useful extras such as wi-fi calling and visual voicemail. I travel to the US on business regularly so If they could sort out their roaming pricing and match Vodafone's £5 a day world traveller then I would move all my company phones back to them in an instant!

13-08-2016, 10:29	#17
jchamier Forum Member Join Date: Mar 2000 Location: This forum Posts: 3,392	Quote: Originally Posted by Gigabit I believe with RCS, Vodafone will support SMS over WiFi. RCS is about 6 years too late; I suspect hardly any handsets will support it and so it will need an app - and the majority of people already have WhatsApp and or Facebook messenger. Sounds as if Vodafone have missed the fact this is a pocket computer, not a feature phone where the network is in control.

13-08-2016, 10:56	#18
Gigabit Forum Member Join Date: Aug 2014 Location: United Kingdom Posts: 2,887	Quote: Originally Posted by jchamier RCS is about 6 years too late; I suspect hardly any handsets will support it and so it will need an app - and the majority of people already have WhatsApp and or Facebook messenger. Sounds as if Vodafone have missed the fact this is a pocket computer, not a feature phone where the network is in control. Nearly every Vodafone phone sold supports it out of the box...

14-08-2016, 13:43	#19
jchamier Forum Member Join Date: Mar 2000 Location: This forum Posts: 3,392	Quote: Originally Posted by Gigabit Nearly every Vodafone phone sold supports it out of the box... I assume you mean Android, and are they customised ROMs ?

14-08-2016, 13:46	#20
Gigabit Forum Member Join Date: Aug 2014 Location: United Kingdom Posts: 2,887	Nearly every Android phone sold by Vodafone supports RCS out of the box...

14-08-2016, 14:11	#21
jchamier Forum Member Join Date: Mar 2000 Location: This forum Posts: 3,392	Quote: Originally Posted by Gigabit Nearly every Android phone sold by Vodafone supports RCS out of the box... All networks whom sell Android phones customise them - so that doesn't really help. Unless ALL networks implement RCS it won't happen - especially if there is a price per message. WhatsApp is too big now.

DS Forums

Three Customer Service

09-09-2016, 12:08	#22
PorkchopExpress Forum Member Join Date: Aug 2010 Location: North Lanarkshire Posts: 3,210	Shambolic today, not unexpected, but very annoying. Simply wish to upgrade my monthly contract and pre-order iPhone 7 128gb in Matt black. Can't do it on the Three app. Logging into MyThree website says "you can't upgrade online". Webchat is "currently unavailable" and has been all day. Huge call waiting times when you try to phone. Shambles. Why won't they just let me press buttons and order the thing?

09-09-2016, 16:27	#23
Michael09 Forum Member Join Date: Nov 2009 Location: Bedmond, United Kingdom Posts: 400	Quote: Originally Posted by PorkchopExpress Shambolic today, not unexpected, but very annoying. Simply wish to upgrade my monthly contract and pre-order iPhone 7 128gb in Matt black. Can't do it on the Three app. Logging into MyThree website says "you can't upgrade online". Webchat is "currently unavailable" and has been all day. Huge call waiting times when you try to phone. Shambles. Why won't they just let me press buttons and order the thing? It is a little annoying I have to admit, I was also trying to get onto chat to discuss an account query, I finally managed to get through to someone and solved my issue. So just a case of hitting refresh every now and then and someone should become available.

09-09-2016, 21:42	#24
PorkchopExpress Forum Member Join Date: Aug 2010 Location: North Lanarkshire Posts: 3,210	Quote: Originally Posted by Michael09 It is a little annoying I have to admit, I was also trying to get onto chat to discuss an account query, I finally managed to get through to someone and solved my issue. So just a case of hitting refresh every now and then and someone should become available. **** them. I'm going to just buy the phone from Apple and get a cheap sim deal from Three.

09-09-2016, 22:06	#25
cyrillic_guy Forum Member Join Date: Jun 2016 Posts: 11	Three's customer service are indeed beyond good and evil, as per my experience anyway... I have reached the point when I've just asked for my PAC with the Early Termination Fee to pay, just can't bear it anymore (there is a complaint registered with them so got a tiny hope of recovering the losses via the Ombudsman route). Their network is absolute shambles in Glasgow. Over-congested or no signal in so many places. They advertise their VoLTE services available for certain Sony non-Three devices only to remove the claim some days later. Tell you one thing then the complete opposite. Pillar to post passing and what not. You do indeed get what you pay for, but methinks you get even less with Three.