We want all our customers to benefit from Three's network, website and services.


From choosing a phone and committing to a contract through to making calls and getting advice, we want to make sure we offer the resources and services you need to get the most out of Three. Here’s a list of the ways we’re making the service we provide open and accessible to everyone.



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.


Large Print or Braille Documents.

If you have a visual impairment, we can provide you with bills and other important documents in Braille and larger fonts. You can also make the font size larger across the website.


Authorising someone else to manage your account.

You can nominate a friend or relative to manage your account on your behalf. Any person you nominate will have access to all your account information and receive your monthly bills.


Text Relay.

We offer a 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. 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.


Phone fault assessment service.

If your phone is faulty, please contact us on any of the numbers listed opposite or send an email to the email address opposite. We’ll talk you through the options available to try and help you get it fixed. 

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.

You can read this Guide by clicking here.


Choosing the right plan and the right phone.

We can help you find a plan and a phone that will suit the way you prefer to use your phone. Visit a 3Store, send us an email to the email address opposite 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. We currently stock BlackBerry products, which are particularly recommended for customers with hearing and dexterity impairments and the iPhone, which is particularly recommended for customers with visual impairments. See our BlackBerry and iPhone pages for more information on these models.


There are also a number of apps for smartphones that have been specially designed for people with impairments. Check out the app store on your smartphone for further details.


You can also look at some handset accessibility information as well as search for phone models from the manufacturers on the independent website


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.


Emergency SMS.

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 for more information on how to register.




Website accessibility.


We're committed to making our products and services accessible to everyone and are continually looking at ways to improve.


We measure ourselves against WCAG1.0 standards. The majority of the pages in our site meet level ‘A’ compliance, and many pages meet level 'AAA' compliance. We are working towards implementing at least level ‘AA’ compliance across the site, as set out in the Web Accessibility Initiative.


Wherever possible we use accessible, alternative HTML for Flash objects. We use client scripts only to enhance the user experience and use alternatives when appropriate. In the majority of cases we believe that this should not affect your visit if your browser does not support Flash objects or script.


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. Users can specify text sizes using the following techniques:

  • Microsoft Internet Explorer users can change their text size by selecting: View > Text Size > Larger
  • Firefox users can change their text size by selecting View: > Text Size > Increase
  • Safari users can change their text size by selecting View: > Make Text Bigger

If you have any comments or suggestions about how we can improve accessibility on the site we'd like to hear from you. You can submit feedback using the site Feedback & Query form.



Contact us.


Contact us about your mobile:

From your Three mobile: 333 (Free)
From any other phone: 0800 3589042*


Contact us about your Mobile Broadband:

From your Three mobile: 500 (Free)
From any other phone: 0800 3589042*


Write to us:

Accessibility Services
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.


In person:

Go to a store:
> 3Store locator 



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 358 4917 from your textphone.


*Calls from a BT landline will be charged at 5p per minute. Other networks may vary.