Certain service and support channels will be restricted such as accessing My3, making changes to price plans, paying a bill, buying an add-on etc. Please also note our support teams also have limited ability to make account level changes.
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. Therefore, we’ll be doing an essential system update from Thursday, 3 August until Sunday, 6 August. 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 and the Three app.
You’ll still be able to call, text and use your data on your device as usual.
If you have either of the above spend controls on your account and don't already have a spend limit, we’ll add a spend cap of £15 to help control your spend. You may receive a message during the system maintenance window advising you that a change has been made. After we’ve finished the system update, you’ll be able to change this limit in My3 or the Three app.
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 period.
Please note, during the system update period, you won’t be able to use your data to get online if you're roaming in: Philippines, Iraq, Ethiopia, Nepal, Kuwait, Algeria, Oman, Cuba, 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 or via Satellite access.
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 assist with your request 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 require your PAC/STAC code urgently, you can request this via online or by SMS, before 10pm on Thursday. During the update, you will only be able to request a PAC or STAC code by calling our Customer Care team from any Three phone on 333 or 0333 338 1001 from any other phone.
Yes, this will still go ahead as planned.
Whilst the system updates are in progress, you won’t be able to make an insurance claim on your Three Insurance policy over the phone with us, but you can still make a claim online by following the link below:
We won’t be able to add or remove any insurance policies whilst our systems are updating, so if you have purchased a device from us in the last 28 days and wish to add insurance, please do this before we start our planned system update as we will not be able to add insurance onto your account once 28 days have passed from the date of purchase. We apologise for any inconvenience this may cause.
If you want to cancel your insurance policy, please get in touch with us to discuss your options. Please note that due to our system update, our advisors have limited access to make any changes so there may be a small delay in cancelling your insurance however you will still receive a refund if applicable.
If you need to report any fraudulent or suspicious activity on your account, you can get in touch with us as normal by calling our Customer Care team from any Three phone on 333 or 0333 338 1001 from any other phone.
Direct Debit payments will be unaffected and should process as normal. Please note that while we will always try to take your direct debit on the date stated in your bill, it may occasionally be taken shortly after that date. This is explained on your bill and is quite normal. Payments using other channels will be unavailable during the update.
We aren’t able to take any payments other than scheduled direct debits whilst we are doing essential system updates, but please get in touch with us on Monday to pay your overdue balance. 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 and the Three app.
We’re sorry to hold you up, you won’t be able to change anything on your account until our update is finished. Please ensure, if you can, to make any changes in advance of our system update starting on Thursday, or get back in touch with us from Monday and we’ll be able to assist from then.
No, you will not be able to purchase add-ons, make changes to add-ons or similar account changes during the update. From Monday, 7 August, once our maintenance is completed, you can visit three.co.uk, use your My3 App, or get in touch with our Customer Care team who will be able to help you.
No, you won’t be able to access My3 or the Three app during this period.
The system update will include an upgrade of My3 and the Three app, so it will be better and easier than ever to manage your account. When our system update is complete, you will need to re-register for My3 and the Three app when you first login. You may experience a delay in your usage allowances being updated.
You will need to re-register by entering your registered email address with Three. Visit My3 online or go onto the Three App to complete your registration.
Please check your email address details prior to system maintenance taking place to ensure your email address is correct. If you have multiple accounts with us, you’ll need a different email address for each account.
After the update is complete, you will need to re-register by entering your registered email address with Three. Visit My3 online or go onto the Three App to complete your registration.
Your bill will be unaffected and will process as normal. You will be receiving a new look bill.
For information on how your new bill will look, please visit Your Bill Explained.
Yes. There will be no need for you to enter your card details again.
No, you will not be able to view your bills as access to your online account will be restricted during the update period and viewing bills online will be unavailable. You’ll be able to access and download historic bills on My3 up until Thursday, 3 August at 10pm before our system updates start in case you need these during the update period.
If you’re considering upgrading with us, you’ll need to do this before Wednesday, 2 August, otherwise, you can book an appointment in store when our system update is completed, or get in touch with us from Monday, 7 August.
Customer Care will still be available as will our Chat Team. Please bear in mind that they will have limited ability to make account changes but will be available to answer any urgent queries you may have.
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. If you haven’t already downloaded the Three+ App and wish to do so, you’ll need to register before Thursday, 3 August as during the period of system updates, you won’t be able to register for Three+.
We’re sorry but you will only be able to order a replacement SIM after our system maintenance has completed. Go to Three.co.uk or visit a Three Store from Monday, 7 August to order your replacement SIM.
We’re sorry, but we can’t make any changes to your account until after the essential updates on our system are completed, please get back in touch with us from Monday and we’ll be able to assist then.
We’re sorry, but we can’t make any changes to your account until after the essential updates on our system are completed, please get back in touch with us from Monday and we’ll be able to assist then.
We’re sorry to hold you up, but as you won’t be able to make any changes to your account whilst the system updates are ongoing, please get in touch after the update is completed from Monday, and we’ll help you to pair/unpair your Apple Watch then.
Please get in touch with us and we’ll be able to support you.
If your question is not covered within these FAQ’s, you can call us, chat to us, or visit a Three Store where our teams will be answering any queries. Please note that during our systems update, all our teams have limited access to make any account changes until after the update has finished so if your query is not urgent, please contact us from Monday when the update will be completed.
If you would like to register an accessibility need you can do this by filling out our online registration form and one of the team will contact you.
Our contact centre are able to support with general account queries. Please note that during the period of system maintenance, our team may have limited access to make any changes to your account.
If you would like specialist support, our customer wellness team are open weekdays and can be contacted here - Accessibility Queries. At weekends you can get in touch by email.
No, unfortunately you will not be able to use ThreePay for the duration of the system outage. We’re sorry for any inconvenience.
You can continue to use the majority of our Premium Rate & Shortcode services, however some services may be impacted.
We’re sorry you feel you need to complain, if you have a general complaint you can submit your complaint using any of the methods here: How to complain.
Some of our services are unavailable during our maintenance period. As soon as this has been completed, we’ll be able to resume sharing this information with you. Apologies for any inconvenience.
Some services are unavailable to purchase during our maintenance period. We apologise for any inconvenience this may cause.
The system update will give you the following benefits:
- Able to swap your physical SIM to an eSIM by getting in touch with us
- You now have the option to buy an Apple Watch or Samsung Watch, pay for it in monthly instalments, and use it with your existing contract (where compatible)
- You now have the flexibility to add Smartwatch Pairing 1m to your account if you own a Samsung Galaxy Watch5 LTE or Watch5 Pro LTE, as well as if you own a cellular Apple Watch
- An upgrade of My3 and the Three app, so it’ll be better and easier than ever to manage your account.
- Access to our brand new and flexible Three Your Way plans, when you're eligible to upgrade
Received an email or SMS from us about a system update? Please don’t buy a Data Passport before or during the dates mentioned. This is because it may not register on your account and cause additional charges.
Want to use a Data Passport after our system update? Please only buy one once you’ve received an SMS or email from us letting you know that the update’s been completed.
Bought a Data Passport before? You may remember getting a text from us when it expired. This won’t happen after our system update. Your Data Passport will work until midnight GMT+1 (BST) on the day of purchase. You won’t get a notification from us when it expires.
You can find more information on the dates and times of our system update, plus more FAQs in our SMS or email.
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