We want all our customers to benefit from Three's network, website and services.
From choosing a phone through to making calls and getting advice, we want to make sure you get the resources and services you need to get the most out of Three. We’ve set out a list of some of the ways we’re making the service we provide open and accessible to everyone. Our aim is to be the very best-in-class in this area, so if you can suggest any ways we can improve our accessibility services, please let us know.
Register for Three's Accessibility Services.
We have a dedicated accessibility team available to discuss your needs or help you to find out more about the services we offer to our disabled customers. Some of these services will require you to be registered with us to use them. To register contact us.
Video Relay Service
British Sign Language users can contact us using a sign language interpreter, through the InterpretersLive! service.
This service is available 9am to 5pm, Monday to Friday. If an interpreter is not immediately available, then you can hold or retry the call later. Outside of these hours, please leave your contact details in a video message and we will contact you to rearrange the call.
On demand video interpreting can be used through 0800 2400, 7 days a week.
Outside of these hours pre-bookable video interpreting with 30 minutes’ notice can be booked. For the pre-bookable out of hours video service you’ll need to call 0843 178 0773 where the out of hours video option can be accessed.
For support on the Video Relay Service, please contact InterpretersLive! on;
Tel - 0843 178 0773
• this service is accessible via PC and Mac
• you need a webcam and a minimum broadband speed of 1mb
• you need Google Chrome browser version 27 and later or Mozilla Firefox version 20 and later
Large Print, Audio or Braille Documents.
If you have a visual impairment, we can provide you with bills and other important documents in Braille, Audio and larger fonts. You can also make the font size larger across the website.
We support both the original text relay service to customers who need to make calls in which some or all of the call is made or received in text format and the Next Generation Text (NGT) Service. Text relay facilitates real time conversation between a voice and textphone user. Calls are connected to an operator equipped with voice and textphone, providing a translation service to or from callers whose conversations originate in either text or voice. The text direct access prefixes are: 18000 for Text to Emergency Services, 18001 for Text to Voice and 18002 for Voice to Text.
You can also now make calls to international numbers from the UK. To do this, just dial 18001 (from the phone you linked to NGT), followed by the full international number starting with 00. For example, 18001001 for a number in the USA or 180010049 for a number in Germany.
Relay assistants only speak English, so won’t be able to translate in calls between different languages.
Next Generation Text (NGT) Service.
The NGT Service enables you to communicate with other phone users using real-time text, either directly or over a text-relay service. If you can’t speak or hear on the phone, or you prefer not to, NGT lets you have real-time text conversations linked to your phone calls, letting you stay connected whether you’re at home or out and about if you have downloaded the NGT app, onto your smartphone or tablet.
You can download the app for free, as long as you have a compatible device. It’s available from both the Apple App Store or the Google Play Store. Simply use your smartphone or tablet to go to your app store and search for NGT Lite.
How you use NGT depends on your own needs. The options available are:
•Type and Read (for those who can’t hear and don’t use their voice).
•Speak and Read (for those who can’t hear but can use their voice).
•Type and Hear (for those who can hear but don’t use their voice).
•Speak and Hear (for those who have some hearing and do use their voice).
For full details on each of these, and for more information on the service and how it works, please visit - www.ngts.org.uk.
Standard UK calls through the Text Relay and NGT service are free. Non-standard UK calls will be discounted.
Choosing the right plan and the right phone.
We can help you find a plan and a phone that will suit the way you use your phone. Visit a 3Store, send us an email to - email@example.com or call us on 0800 358 8460 to discuss the type of service you need.
At Three we specialise in intuitive products and usability for all customers. Within our range there are a number of products that we feel may be most suitable for customers with visual, hearing and dexterity impairments. Contact us or come in store to find a phone that works for you.
Check our Device Support for information and guides on how to use different phones and their features, including their Accessibility functions.
There are some apps for smartphones that have been specially designed for people with visual, hearing and dexterity impairments. Check out the app store on your smartphone for further details..
Phone fault assessment service.
If your phone’s faulty, contact us. We’ll talk you through the options available to try and help you get it fixed.
195 directory enquiries for disabled customers.
If you’re unable to use a written directory, we offer a free directory enquiries service on 195. Before you can use it you’ll need to register for Three’s Accessibility Services as well as 195 directory enquiries itself. You won't be charged for calling 195 and you can request for multiple searches for UK residential and business listings. If you ask the operator to connect you, once you're connected, your call will be charged at the standard rate for your price plan, or come out of any available allowance, including if you are a Pay As You Go customer with an Add-on.
Customers who have difficulties hearing or are speech impaired can use a Minicom textphone to make calls. It has a keypad and a small screen that lets you type what you want to say and read what the person on the other end of the phone is typing back.
Customers who have difficulties hearing or are speech impaired and who need emergency assistance can send an SMS to 999 or the European emergency service, 112. The text will then be converted and passed to the appropriate emergency service. You will need to register your phone before using this service - see
www.emergencysms.org.uk for more information on how to register.
Authorising someone else to manage your account.
You can nominate a friend or relative to manage your account on your behalf if you’d prefer. Any person you nominate will have access to all your account information and can receive your monthly bills.
Ofcom Easy Read Guide on How to use your mobile phone.
Ofcom, the communications regulator, has published a guide to using a mobile phone, designed to be easily understood by people with learning difficulties. It offers advice on how to get the most out of your mobile phone and how much it could cost. It gives useful information, in a clear and simple way on:
- The different types of phones available.
- The possible cost of mobile phone calls and ways to pay.
- Services which are free for disabled customers that could help you.
- What to do if something goes wrong.
We're committed to making our products and services accessible to everyone and are continually looking at ways to improve. With this in mind, we’ve been working closely with the Digital Accessibility Centre (DAC) to improve our website and to make it accessible to as many of our customers as possible.
We measure ourselves against WCAG2.0 standards. The majority of the pages in our site meet level ‘A’ compliance, and we are working towards implementing at least level ‘AA’ compliance across the site, as set out in the Web Accessibility Initiative.
We now use accessible, alternative HTML for Flash objects wherever possible. We use client scripts only to enhance the user experience and use alternatives when appropriate.
We use CSS for the visual layout of our site. If your browser or browsing device does not support stylesheets, the content of each page is still accessible.
This site has been developed using relative font sizes to allow users to control text sizes.
Contact us about your mobile:
From your Three mobile: 333 (Free)
From any other phone: 0333 338 1012*
Contact us about your Mobile Broadband:
From your Three mobile: 500 (Free)
From any other phone: 0333 338 1012*
Talk to us on webchat:
Write to us:
PO Box 333
Glasgow G2 9AG
Email us with your query:
If you send us an email, we’ll get back to you within one working day.
0141 204 8773
In our Contact Centre we have a dedicated Minicom text phone line – freephone 0800 3586799 - this number is only for Minicom devices – voice calls are not accepted. This service is available Monday to Friday between 9.00am and 6.30pm.
Contact us by dialling 0800 033 8011 from your textphone.
*Calls from a BT landline will be charged at 5p per minute. Other networks may vary.