Code of practice.
Welcome to our main code of practice
Here you'll find general information about us, the services we offer and how to get in touch with us. In this code of practice we tell you about your rights as a UK mobile customer as well as your responsibilities when joining us. And we explain our commitment to you as a customer.
We always strive to deliver the highest standards of service possible. Apart from anything else, it simply makes good business sense. So one of the main reasons for publishing this code is to assure you of our good intentions and explain clearly what you can expect from us. There's another reason, too. Legally, we have to provide certain information to meet the requirements of the communications regulator, Ofcom.
We hope that we've made this code as clear as possible. If not just get in touch and we'll be happy to run through things. This code of practice is available on our website, three.co.uk, and on request by contacting customer services. Copies are available in some alternative formats.
We also produce supplementary codes on specific services and other mobile issues; if you want a copy of our codes or more general information please visit our website.
Who we are and what we offer
Three is the trading name for Hutchison 3G UK Limited. We are a UK mobile network operator; our head office is in Maidenhead.
We provide 3G (third generation) mobile communications, incorporating mobile internet, voice, text and data services.
Our Commitment to you
We want to give customers a great service so we are always looking for ways to improve. However, if you feel we are not achieving this, please contact us. We want to deliver a service that you use, enjoy and value. That's why we provide clear, concise answers to questions, publish information that is relevant and easy to understand at three.co.uk, respond as quickly as possible to complaints and put you in control of your account with My3 account.
Contacting us couldn’t be simpler. You can get in touch with us via email, phone, or send us a letter. If you’d prefer to talk face to face, why not visit one of our stores?
You'll find lots of useful information about Three and our services at three.co.uk
You can email us by completing the web form at www.three.co.uk/emailus
By phone - Pay Monthly
In the UK, you can call free from your Three mobile on 333.
You can also get in touch from abroad by calling +44 7782 333 333 - calls are charged at the current roaming rate.
By phone - PAYG
In the UK, you can call free from your Three mobile on 444.
You can also get in touch from abroad by calling +44 7782 333 444 - calls are charged at the current roaming rate.
By phone - Mobile Broadband
In the UK, you can call free from your Three mobile on 500. You can also get in touch from abroad by calling +44 7782 333 500 - calls are charged at the current roaming rate.
By phone – Business customers
In the UK, you can call free from your Three mobile on 337.
You can also get in touch from abroad by calling +44 7782 333 337 - calls are charged at the current roaming rate.
By phone from a non Three mobile
Dial 0843 373 3333 (calls are charged at your standard rate).
3 Customer Services
Hutchison 3G UK Ltd
PO Box No. 333
Ways to join Three
Price Plans & ways to pay
We aim to be highly competitive when it comes to our rates. Our prices vary depending on the plan you choose. The most up-to-date prices on our products and services are always available on our website and through Three stores and authorised retailers.
Pay Monthly price plans usually have a minimum contract term, for example 24 months. If you are on a Pay Monthly plan you will have committed to remain connected to Three until the term has been completed. At Three we have the right to stop your service if you fail to pay money owed or breach our Terms and Conditions.
Some Pay Monthly plans are ‘SIM only’ and you can terminate most SIM only contracts at any time by giving us one month’s notice.
If you’re on a Pay Monthly contract, we bill you for the services you use on a monthly basis. Every month we send you either an electronic bill or a paper bill in the post. Your bill can be either a fully itemised bill or a summary statement. If you have opted for a paper bill and you want a fully itemised bill, you will pay a charge for the itemised bill (or you can choose a free of charge summary statement) If you have opted for an electronic bill, you can choose to receive a fully itemised bill or a summary bill free of charge. Our bills will show your usage, charges and the date that a payment is due.
As far as payment is concerned we’d prefer you to pay by Direct Debit, as it’s easier for us and for you. However, you can pay your bill by other methods including Visa, Amex or cheque. Please remember you may be charged an administrative fee for using these methods.
If you're on a Pay Monthly price plan, you can check which calls, texts and services are included in your plan. Pay as You Go means just that - there’s no minimum term contract and no monthly bills; just buy a Pay as You Go phone from us and start using it straight away. When you run out of credit you just buy a Top-up voucher.
Pay As You Go Top-up vouchers can be purchased from a range of outlets across the UK including places you can purchase Three phones. If you register a credit or debit card, you can also top up using My3 online, My3 on your handset, and by calling 444 free from your Three phone. Further details on how it all works are available at three.co.uk. You can check Three's network coverage by going to Network Coverage at three.co.uk or by contacting customer services.
If you're a new customer to Three, you might want to move your existing mobile phone number to us. You can do this in three easy steps:
1. Contact the customer service group of your old service provider and ask for a PAC (Port Authorisation Code). Your old service provider must give you the PAC, or a reason why it cannot be issued, within 2 hours of your request. Usually your old service provider will be able to provide your PAC over the phone or by SMS, and may also follow this up in writing.
2. Once you have your PAC, you need to give it to us before we can move your number. You can give us your PAC over the phone by calling 333 from your Three phone, using the online form at our Welcome to Three page, or by calling 0843 373 3333 (5p per minute from a BT landline, other networks may vary). Your PAC is valid for a period of 30 calendar days and your request must be submitted to Three within that time. If you don't give us your PAC within that time, you'll need to ask your old service provider for a new one.
3. If you ask for your number to be moved before 5pm Monday-Friday (excluding bank holidays), it should be moved during the next working day. If you ask to move your number outside of these times, we'll process your request as soon as we can on the next working day, and let you know when your number will be moved.
Remember that if you transfer your number whilst you're still in the minimum term of your contract with your old provider, you may be liable for payments under that contract. However, you are entitled to request and receive your PAC at any time regardless of any payments that may be due to your provider under your contract.
If you are a Three customer and you want to move your number to another service provider, you should call us and ask for a PAC. Your PAC will be valid for 30 calendar days. You'll need to give your PAC to your new service provider to move your number to that network. If you don't use your PAC within those 30 days, you'll continue to receive and be charged for services from Three.
Keeping you up to date
We use customer bills, leaflets, emails, letters, text, picture and video messages to keep you up to date with our news, services, products and exclusive deals. The latest Information is also available online at our website.
Subject to your preferences and only where you have given us permission, we may enter your name, address and telephone number in a publicly available directory enquiry service and directories operated by us or by a licensed third party operator such as BT.
20 Grenfell Road
Warranty, repairs and insurance
Your mobile will be covered by a manufacturer's warranty covering defects in material or workmanship. If you experience a problem with your device, just get in touch with us and we will tell you what to do next.
If your device needs to be repaired, you can return it to where you bought it so that it can be sent for repair. If you purchased from one of our own retail stores, we might be able to loan you a phone while yours is being repaired (there is no loan service for Mobile Broadband dongles and MiFi). If you’re unable to get your device back, just get in touch with customer services and we’ll arrange everything – including an estimate for the repair if this is outside the warranty. The device is normally repaired and returned back to you within 3 days. There is no loan facility if a courier collects the device.
We also offer insurance to cover you if anything goes wrong with your handset or if it gets lost or stolen
In order to get a full refund under our Returns policy, you must return the device along with the original boxed accessories and documentation 'as new' to the retailer you purchased them from.
You’ll also need to provide your receipt or delivery note as proof of purchase. If you are unsure what to do, please:: 1. contact the retailer that sold it to you (if you didn’t purchase your device directly from Three); or 2. return to the 3Store that sold it to you (if you purchased your device from a Three store; or 3. call 0843 373 3333 if you purchased your device from Three’s telephone sales team or three.co.uk. Depending upon who you bought your device from, either we or the retailer who sold it to you will advise you if you are eligible under this Returns Policy and, if you are, will advise you how to return your device (together with all boxed accessories). You’ll need a receipt or other proof of purchase like a delivery note. If you are eligible under this Returns Policy, your refund will be in the same form as your original payment.
If you've bought or upgraded your device in a 3Store we'll only be able to offer you an exchange. You can exchange your device within 7 days (starting from date of purchase) provided you haven’t used it and it is in an 'as new' condition (see above). If you bought an Apple device from a 3Store and removed the cellophane wrapping you won’t be able to exchange it.
Returning phones purchased online or by phone – 'distance sales'
If you’re a Three customer who purchased your phone at three.co.uk or from Three's own telephone sales team and you wish to return it, provided you have not used your phone, you can return it with its original boxed accessories to us in “as new” or “as sold” condition in its original box, along with your proof of purchase (or delivery note), within 14 days of delivery.
This policy doesn't apply: 1. to customers who did not purchase their phone via Three’s own telesales team or via three.co.uk, or 2. to customers who have used their phone (this means that you may not personalise your phone in any way, or use any of the Three Services, or take photos or videos or load any data onto the phone). 3. to Mobile Broadband customers - dongle/MiFis
Conditions applying to all returns of Mobile Broadband dongles/MiFis
If you are eligible to return your dongle/MiFi you must return your dongle/MiFi to the retailer you bought it from.
Please note: 1. we may charge you for any of our Three Services you’ve used at our standard rates set out in our Price Guide; 2. we won’t offer a refund on Top-up vouchers or any remaining Pay As You Go credit; and 3. if you bought a Pay As You Go dongle/MiFi at via telesales or online, whether from Three or another retailer, you must not have used the dongle/MiFi for more than 3 consecutive days. 4. the dongle/MiFi and SIM pack (together with any documentation or other accessories contained in the box) must be returned to the retailer you bought it from within the timescales set out in the following section, in an ‘as new’ or 'as sold' condition in its original box.
Dongles & MiFis purchased from a non-Three store or purchased online or by phone but not from Three’s telesales team or via three.co.uk
If you purchased your Dongle/MiFi from a non-Three store please refer to your retailer’s returns policy if you wish to return it. We may charge you for any data used.
Pay Monthly dongles/MiFis purchased from Three (3Stores, three.co.uk & Three telesales)
You can return the dongle/MiFi to us within fourteen days of purchase or delivery, so long as you return it in accordance with the conditions which apply to all dongle/MiFi returns.
Pay As You Go purchase from a 3Store: Please return it to us within three days of purchase and you return it in accordance with the conditions which apply to all dongle/MiFi returns.
Pay As You Go purchase from three.co.uk or Three telesales: Please return it to us within fourteen days of purchase provided that you have not used it for more than three consecutive days and you return it in accordance with the conditions which apply to all dongle/MiFi returns.
Mobile Broadband Laptop offers purchased from Three
You can return the dongle/MiFi and Laptop to us within fourteen days of purchase or delivery and return it in accordance with the conditions which apply to all dongle/MiFi returns.
Our Network reliability:
The network may cease to function if there is a power cut or failure that affects the Three network. These failures may be caused by reasons outside our control. There can also be instances where service has to be stopped for a short period while essential maintenance is carried out. We try to keep these periods as infrequent and brief as possible and try to warn you if we think you will be affected.
You can make free calls to emergency services from your Three mobile. When you’re outside of coverage on our network, your phone will try to locate another mobile network so that you can make emergency calls. Emergency service calls cannot be made using the Skype service on your Three mobile.
The Small Print
Terms & Conditions
If your Price Plan has a minimum term then you are committed to remain connected to Three until the expiry of that minimum term. Three reserves the right to terminate service to a customer at any time if a customer fails to pay money owed to Three or breaches Three's Terms and Conditions.
If you are on a minimum term contract, you are expected to pay any outstanding sums owed to the end of the minimum term of the contract.
Whether you're thinking about Pay As You Go or Pay Monthly, it's important you read and agree to stick to our Terms & Conditions. You'll find these wherever Three devices are sold and in the booklet called 'Terms and Conditions' that comes with your mobile if you're a Pay Monthly customer. A copy can also be viewed on our website at three.co.uk/Terms.
About this code
We review and update it regularly to make sure that it meets current requirements. If you've got a question about our compliance with this code, please write to: