If your account is going to be affected, we’ll send you a text or email to let you know.
Just a heads up
What is the systems update and how long will it last?
Updating our systems is an important part of improving the service we provide. So, we’ll be doing an essential system update from Thursday 2 November until Sunday 5 November. Your phone won’t be affected over this weekend, and you’ll still be able to call, text and use data as usual. However, during this update you’ll have limited access to My3 online and the Three app. Please top up in advance.
You’ll still be able to call, text, and use your data on your device as usual.
Certain service and support channels will be restricted, such as accessing My3 or buying a top-up or add-on.
Please note: During our system update, our support teams will have limited access to accounts, so may not be able to make any changes.
Top-ups and add-ons
During the system update, you won’t be able to buy a top-up or any add-ons. Please buy any top-ups or add-ons before 22:00 on 2 November.
We've made some changes to our products, which means from 6 November you can only have one on add-on active on your account at a time.
If you have more than one add-on active on your account, we’ll convert the one(s) you’re not using into cash credit. You can spend this however you like.
Please note: Your Pay As You Go plan will change from 6 November 2023. From this date, you’ll only be able to buy our new packs or add-ons. For more information on our new Pay As You Go plans, please see the section at the bottom of this page.
If you have purchased a voucher which is due to expire between 2 November and 5 November and haven’t used it yet, please add it to your account before 22:00 on 2 November.
You won’t be able to check your balance during the system update. We’re sorry for any inconvenience this might cause.
Yes, you’ll be able to use your services to make calls, texts, and use data abroad as normal. However, some add-ons or bundles may not be available during the system update.
Please note: During the system update period, using data while roaming won’t be available in: Philippines, Iraq, Ethiopia, Nepal, Kuwait, Algeria, Oman, Cuba, Suriname, Zambia, Tanzania, Gambia, Lebanon, Cambodia, Belize, Sierra Leone, Cameroon, Côte d'Ivoire, Seychelles, Haiti, Greenland, Guyana, Mozambique, French Polynesia, Bolivia, Burkina Faso, Venezuela, Madagascar, Mongolia, Laos, Papua New Guinea, Falkland Islands, and Satellite access.
Please note: During the system update period, calls from the UK or whilst roaming in the following destinations won’t be available:
Afghanistan, Angola, Ascension, Bangladesh, Bhutan, Central African Republic, Comoros & Moyotte, Congo, DR Congo, Cook Islands, Diego Garcia, Domenice, Ethiopia, Ghana, Global Mobile Satellite System, Grenade, Guinea Bissau, Guyana, Iran, Iraq, Ivory Coast, Jamaica, Kiribati, Mauritius, Montserrat, Nauru, Niger, Nigeria, Niue, Palau, Papua New Guinea, Saint Helena, Sao Tome & Principe, Senegal, Seychelles, Sierra Leone, Solomon Islands, St Lucia, St Vincent, Suriname, Telspazio (Satellite), Thuraya (Satellite), Togo, Tokelau, Turcs and Caiscos, Tuvalu, UAE, Uganda, Vanuatu, Wallis and Futuna, Western Samoa, Yemen, Zimbabwe.
You can call our customer care team from any Three phone on 333 or 0333 338 1001 from any other phone. For Mobile Broadband customers, please call 500 from any Three phone, or 033 338 1003 from any other phone.
If your phone or broadband device is lost or stolen while travelling abroad, call +44 7782 333 333. Our team will help you as normal.
Please contact our customer care team from any Three phone on 333 or 0333 338 1001 from any other phone, and we’ll be able to help you with this.
If you need your PAC/STAC code urgently online or by text, please request it before 22:00 on 2 November.
During the update, you’ll be able to request a PAC or STAC by calling our customer care team on 333 from any Three phone or 0333 338 1001 from any other phone.
Yes, this will still go ahead as planned.
If you need to report any fraudulent or suspicious activity on your account, you can get in touch with us as normal.
We’re sorry to hold you up, but you won’t be able to change anything on your account until our update is finished.
Please make any changes before our system update starts on 2 November or get back in touch with us from 6 November and we’ll help you out.
No, you will not be able to buy add-ons, make changes to add-ons or do any other account changes during the update. Once the update is finished, you can make changes as normal. You can do this using the Three app, on three.co.uk, in a Three store, or by contacting our customer care team.
No, you won’t be able to access My3 online or the Three app during this period.
The system update includes an upgrade of My3 and the Three app. This will make it better and easier than ever to manage your account.
When our system update is complete, you’ll need to re-register for My3 when you first login. And there may be a delay in your usage allowances being updated.
You’ll need to re-register using the email address you already have registered with us. Visit My3 online or the Three app to complete your registration.
Please check your registered email address before the system update starts to make sure we hold the most up-to-date information. If you have multiple accounts with us, you’ll need a different email address for each account.
After the update is complete, you’ll need to re-register using the email address you already have registered with us. Visit My3 online or download the Three app to complete your registration.
Yes. You won’t need to enter your card details again.
Our customer care and Live Chat teams will still be available. Please bear in mind that they’ll have limited access to accounts, so may not be able to make any changes. They’ll still be able to answer any urgent queries though.
Our Customer Care team are available between 8am-6pm Saturday and Sunday. Our Chat Team are available between 9am-8pm Saturday and Sunday.
Yes, you can still use the Three+ site and app.
Not registered for Three+ yet? Please register before 2 November as you won’t be able to during the system update. Once the system update has completed, you’ll be able to register as normal.
You won’t be able to order a replacement SIM during our system update. Once it’s completed, you can order one on three.co.uk or in a Three store as normal.
We won’t be able to make any changes to your account during the system update, this includes returns and exchanges. We’ll be able to help from 6 November once our system update has completed.
Please get in touch with our customer care team as normal.
If your question isn’t covered in these FAQs, you can call, use Live Chat, or visit a Three store.
Please note: During our system update, our support teams will have limited access to accounts, so may not be able to make any changes. If your query isn’t urgent, please get in touch from 6 November when the system update will be completed.
Our customer wellness team will be here to help as normal. You can get in touch with them at three.co.uk/accessibility/contact-us
Please note: During our system update, our support teams will have limited access to accounts, so may not be able to make any changes. If your query isn’t urgent, please get in touch from 6 November when the system update will be completed.
Three Pay won’t be available during the system update. You’ll be able to use it again from 6 November when the update will be completed.
Yes. You’ll still be able to use most premium and shortcode services. However, calls to any 09 number ranges and calls to 118 services (other than those operated by Three) won't be available until our system update is complete.
We’re sorry to hear you’re unhappy. You can raise a complaint with us over the phone, in-store, using Live Chat, or by using our online complaint form.
Some of our services won’t be available during our system update. You’ll receive alerts as normal from 6 November, when the update has been completed.
You’ll still be able to be able to call, text, and use data as normal. But you won’t be able to buy any Top-ups or Add-ons. And you’ll only have limited access to My3 and the Three app. Please top up in advance if you can.
After our system update, you’ll be able to swap your physical SIM to an eSIM by getting in touch with us.
Our system update will also include an upgrade of My3 and the Three app, making it better and easier than ever to manage your account.
Please note: Your Pay As You Go plan will change to our new Pay As You Go plan after our system update.
New Pay As You Go plans
From Monday 6 November, some of your charges for services will be changing. For full details, please check the text or email we send after 6 November 2023. Or check our Price Guide.
After our system update has completed, you’ll be able to:
Pick from great value one-time Data Packs
Auto-renew top-up packs and promotions,
Get inclusive roaming in Europe or Around the World.
These new packs and Add-ons will be available in the Three app or My3 online from 6 November.
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