Three UK: most-reported complaints
Automated analysis of 3,244 public Trustpilot reviews published 2021-06-12 to 2026-09-26. TrustScore 4.6 from 68,779 total reviews — see the Trustpilot page. Quick answer: is Three UK legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 368 complaints representing 45% of identified issues. Poor core service is the second most common concern, cited in 272 cases or 34% of complaints. Billing errors and difficulties canceling services follow, accounting for 13% and 11% of complaints respectively. Trends indicate that reports of unhelpful support and cancellation difficulties are rising, while issues with core service and billing remain flat.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2015-01-08, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-26 and found 195 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Ofcom (Q4 2025): landline —, broadband —, mobile 1 complaints per 100k (Ofcom). source
Ofcom (Q4 2024): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2023): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q4 2022): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q4 2021): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2020): landline —, broadband —, mobile 6 complaints per 100k (Ofcom). source
Ofcom (Q4 2019): landline —, broadband —, mobile 6 complaints per 100k (Ofcom). source
Ofcom (Q4 2018): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q4 2017): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2016): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q4 2015): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2014): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q4 2013): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2025): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q3 2024): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2023): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2022): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2021): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2020): landline —, broadband —, mobile 7 complaints per 100k (Ofcom). source
Ofcom (Q3 2019): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2018): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2017): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2016): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2015): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q3 2014): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q3 2013): landline —, broadband —, mobile 7 complaints per 100k (Ofcom). source
Ofcom (Q2 2025): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2024): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2023): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q2 2022): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2021): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2020): landline —, broadband —, mobile 6 complaints per 100k (Ofcom). source
Ofcom (Q2 2019): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q2 2018): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2017): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2016): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2015): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2014): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q2 2013): landline —, broadband —, mobile 10 complaints per 100k (Ofcom). source
Ofcom (Q1 2026): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2025): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2024): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q1 2023): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2022): landline —, broadband —, mobile 2 complaints per 100k (Ofcom). source
Ofcom (Q1 2021): landline —, broadband —, mobile 6 complaints per 100k (Ofcom). source
Ofcom (Q1 2020): landline —, broadband —, mobile 5 complaints per 100k (Ofcom). source
Ofcom (Q1 2019): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2018): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2017): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2016): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2015): landline —, broadband —, mobile 3 complaints per 100k (Ofcom). source
Ofcom (Q1 2014): landline —, broadband —, mobile 4 complaints per 100k (Ofcom). source
Ofcom (Q1 2013): landline —, broadband —, mobile 14 complaints per 100k (Ofcom). source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 214 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Three UK have reduced free 3 to 3 mins on PAYG”, “Three UK Complaint's Procedure”, “Proposed Takeover of O2 by Three UK blocked by EU.”.
Elsewhere: 3.9★ on Google (186 reviews) · 4.4★ App Store (176,935) · 4.2★ Google Play (248,228)
TrustScore over time
4.6 → 4.6 across 14 census measurements since 2026-08-13. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-13 (92%, 0.0d) · 2026-08-16 (92%, 0.0d) · 2026-08-20 (92%, 0.0d) · 2026-08-24 (92%, 0.0d) · 2026-08-27 (92%, 0.0d) · 2026-09-01 (92%, 0.0d) · 2026-09-04 (92%, 0.0d) · 2026-09-07 (92%, 0.0d) · 2026-09-10 (93%, 0.1d) · 2026-09-13 (93%, 0.1d) · 2026-09-16 (93%, 0.1d) · 2026-09-20 (93%, 0.1d) · 2026-09-23 (93%, 0.1d) · 2026-09-26 (93%, 0.1d).
Severity: 37% of this company’s 812 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (803 reviews record both dates).
Official record vs what reviewers say
Solid: OFCOM complaints per 100,000 customers (mobile), Q1 2013 to Q1 2026 (53 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Measured reply time: across 768 negative reviews that received a public reply, the median wait was 0 days — the company profile reports an average of under a day.
Reply quality: of 768 company replies to negative reviews analysed, 39% engaged with the specific problem and 53% were generic templates.
Review provenance: 1936 company-invited reviews in the recent window average 4.99★, while 710 organic (uninvited) reviews average 3.70★.
58% of its 2395 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 45% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 34,063 of this company’s 68,779 Trustpilot reviews (50%) were written in the last 12 months.
What are the most common complaints about Three UK?
Support unhelpful
368 reports · 45% of complaintsrising since 2025-01“zero interest in helping a victim of a crime”
The company replied on 2026-07-14: “Hi Ash, We can understand why this has left you feeling so frustrated. Having your phone stolen is stressful enough without then feeling that getting the support you needed was more difficult than it…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“he couldn't cancel my broadband I would have to go back into the shop.”
The company replied on 2026-08-20: “Hello Susan, we’re sorry to hear about the experience you’ve had while trying to cancel your broadband. Please reach out to us here: https://bit.ly/3C43TKN so we can help you with the QR code. We're…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Three will not issue refunds for this type of overcharging.”
The company replied on 2026-07-15: “Hi there, We're sorry to hear about this. We can understand how frustrating it must have been to spend so much time trying to manage your accounts, only to experience repeated disconnections and have…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Poor core service
272 reports · 34% of complaintssteady“Not what I was promised, I ran the speed test and not even close to what I was promised.”
The company replied on 2026-08-22: “Hi Sasha, we're sorry to hear about your experience. We can understand how frustrating it must be when you've reported the same issue multiple times and still feel no closer to a resolution,…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“The amount of times you can be on a call and lose signal getting cut off in the process is shambolic”
The company replied on 2026-08-19: “Hi Bill, sorry you're thinking of leaving us, we never want you to feel this way. We're continuously working to improve our network and overall experience, and you can check the network status for…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“During peak times in the evening it can go down as low as 2Mbs and it struggles to stream Netflix in 1080p”
2 readers marked this review helpful on Trustpilot.
Billing errors
109 reports · 13% of complaintssteady“Today a bill arrived for a service I am not receiving.”
The company replied on 2026-07-23: “Hi Geraldine, we’re really sorry to hear about the difficulties you’ve faced. This isn’t the experience we want for our customers. We’d like to look into what happened and help with the next steps.…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“They owe me money for fraudently obtained charges and add-ons.”
The company replied on 2026-08-18: “Hi, there. We're incredibly sorry to hear about your frustration regarding your billing and customer service experience. We want to ensure your concerns are investigated thoroughly and any billing…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they are extremely unhelpfull”
The company replied on 2026-07-15: “Hi there, We're sorry to hear about this. We can understand how frustrating it must be to receive a fair usage notification that doesn't match your own records, particularly when you've already…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Hard to cancel
89 reports · 11% of complaintsrising since 2025-01“he couldn't cancel my broadband I would have to go back into the shop.”
The company replied on 2026-08-20: “Hello Susan, we’re sorry to hear about the experience you’ve had while trying to cancel your broadband. Please reach out to us here: https://bit.ly/3C43TKN so we can help you with the QR code. We're…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Today a bill arrived for a service I am not receiving.”
The company replied on 2026-07-23: “Hi Geraldine, we’re really sorry to hear about the difficulties you’ve faced. This isn’t the experience we want for our customers. We’d like to look into what happened and help with the next steps.…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Not what I was promised, I ran the speed test and not even close to what I was promised.”
The company replied on 2026-08-22: “Hi Sasha, we're sorry to hear about your experience. We can understand how frustrating it must be when you've reported the same issue multiple times and still feel no closer to a resolution,…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
84 reports · 10% of complaintssteady“Today a bill arrived for a service I am not receiving.”
The company replied on 2026-07-23: “Hi Geraldine, we’re really sorry to hear about the difficulties you’ve faced. This isn’t the experience we want for our customers. We’d like to look into what happened and help with the next steps.…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I sent seven emails and never received a reply.”
The company replied on 2026-08-18: “Hi Ljoha, we are incredibly sorry for the communication difficulties and frustration you have experienced while trying to manage your mobile broadband. As we’re not able to go through…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Auto answer on the 333 help line number doesn't give you the option to talk to a human.”
The company replied on 2026-08-21: “Thanks for sharing this, Kirsti. We’re sorry your experience felt so frustrating, and we appreciate you taking the time to let us know. As we’re unable to access or make changes to accounts on this…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Account/app problems
72 reports · 9% of complaintssteady“zero interest in helping a victim of a crime”
The company replied on 2026-07-14: “Hi Ash, We can understand why this has left you feeling so frustrated. Having your phone stolen is stressful enough without then feeling that getting the support you needed was more difficult than it…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“app is useless, sometimes makes it even difficult to pay. Terribly slow, like having dial up in 2004 at times.”
4 readers marked this review helpful on Trustpilot.
“I sent seven emails and never received a reply.”
The company replied on 2026-08-18: “Hi Ljoha, we are incredibly sorry for the communication difficulties and frustration you have experienced while trying to manage your mobile broadband. As we’re not able to go through…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.