Help and FAQ
Help - when I visit the three website I get an error.
A very small amount of customers have reported seeing an error that prevents them from adding products to their shopping basket. This is a known issue with the Three website.
If you are affected we apologise for the inconvenience. The easiest way to resolve it is to use a different web browser and / or to empty your browsers cookies, cache / temporary Internet files.
I haven't received a confirmation email from Three
Are you still waiting for a confirmation order from Three? We have put together a page telling you what to expect and how to contact Three to check up on ytour order. Three Order Confirmation emails
How do I request a PAC code?
You ned a PAC code to keep your phone number when you move to the Three network. We have written a handy guide with all you need to know: Text To Switch and PAC Codes – all you need to know
How do I get the most out of my data during social isolation?
This question came from one of our visitors, and we thought it was important enough to make a page with options and ideas. Read it here: Increase and optimise your mobile data during social isolation.
What is the returns policy?
You can return your device, but it must be in “as new” and “unused” condition, without any damage or marks. It must also be returned with all packaging, manuals, and accessories that came with it.
When Three say: “Used””, this means making or receiving calls (both voice and video), or sending texts or browsing the internet from your device. If you’ve bought an Apple device, this includes removing the cellophane wrapping or registering your device to iTunes by connecting it to a computer.
“As new” condition means that the device, packaging, manuals, and accessories that came with the device must be complete and free of any damage or marks.
What is a locked phone?
Since handsets are heavily subsidised and represent a significant portion of the value of the contract, as an industry standard they are typically locked to the network.
Some phones can be unlocked and used with other networks. However, if you are in a contract this is usually considered a breach of contract.
We recommend against doing this as the phone may not work as well without the original network settings, and you may find yourself liable for penalties according to the terms of your contract.
Do I need insurance?
Although mobile phones are often provided for free with a contract, if you have to replace your phone due to loss or damage it can cost between £150 and £500 depending on the model. If you believe you are likely to lose or damage your phone, and you cannot afford to replace it yourself, you may wish to consider insurance.
Are the prices on the website inclusive of VAT?
Yes, all prices on site except those in the business section are inclusive of VAT.
Can I cap a contract phone?
Yes, you can usually cap your phone. Once you have your new phone, you simply need to ring Three’s customer services team and ask them to put a spending cap on your contract. This includes a zero spending cap, meaning that once you have used up your allowances you will be unable to make any more calls or send anymore texts.
However, Three cannot guarantee that the spending cap will always work. For example, it may not work if you use your phone abroad or if important system maintenance is being carried out. There are also some numbers for which you will always be charged, regardless of whether you have used up your allowance. These include, and are not limited to, calls to Directory Enquiries, premium numbers, international numbers and free phone numbers that may not be free when called from a mobile.
Can I return my phone if coverage in my area is not as the Coverage Checker suggests?
Although the Coverage Checker aims to be as accurate as possible, it can only serve as a guide and not a guarantee for network service availability in a particular location.
If you find that the phone does not have good coverage, then you may return the phone within 14 days of purchase as per Three’s return policy.
What is Three network coverage like in my area?
In order to see whether there is good network coverage in your area, simply visit our Coverage Checker page. All you need to do is type in the post codes where you will be using the phone or Mobile Broadband device most to see the expected coverage on a map.
What is the delivery policy?
Details of delivery, including dates of delivery, delivery method and how to track an order can be found here.
Can I keep my phone number if I change network?
Yes, usually. Ofcom regulations require all providers to provide number portability to subscribers who request it.
If you are changing mobile phone network then you will need two things: a PAC code (Porting Authorisation Code) from your old network – which you can usually get by calling their customer service team – and your new phone or SIM card.
All you need to do when you have both your new phone and the PAC code is call Three’s customer services team within 30 days of issue. They will take your details and sort out the transfer process for you. The whole process shouldn’t take more than a couple of days (in the meantime you can use the temporary number assigned to your new SIM) and you’ll be ready to go in no time!
Note that if you are on a fixed term contract and you transfer network or cancel your contract before it ends, then you may be liable for further costs as laid out in your existing agreement. Make sure you check so you can avoid any unexpected costs!
Why are mobile phones free?
Mobile phones can be quite expensive, with some top-end smartphone handsets running over £500 each if you were to buy them on their own. However, when you take out certain contracts with Three the handset is provided free!
The reason that phones can be given to you for free is because the network subsidises them – absorbing part of the cost, and spreading the rest across the lifetime of the contract. On other contracts, the subsidy may not cover the entire cost of the phone, which is why some contracts also have an up-front cost.
The fact that Three subsidise their handsets allows you to get a decent phone for very little or even nothing when you take out your contract!