Social Media guidelines

Find us at facebook/threeuk. If you've got a question or want to get an issue sorted, you can either post on our page or catch us on webchat. But please don't share your details publicly. We can't discuss your customer account on Facebook for security reasons.

Find us at facebook/threeuk. If you've got a question or want to get an issue sorted, you can either post on our page or catch us on webchat. But please don't share your details publicly. We can't discuss your customer account on Facebook for security reasons.

Find us at @threeuk. If you've got any questions, send us a comment on one of our posts. Please don't share your personal details publicly as we can't discuss your customer account over Instagram for security reasons. Leave us a comment or DM us and the team will be in touch to get your issue sorted.

Listening to your feedback

Your feedback, good or bad, is important to us, so we'll never shy away from a difficult subject.

You can contact our Social Media team directly by tweeting @ThreeUKSupport or posting on the Three UK Facebook page. The team also have a dedicated webchat service where they can chat securely with customers about account specific queries. You might be directed here if we need to access your account to help with an issue.

Facebook, Twitter and Instagram have their own guidelines, and it's a good idea to be familiar with these. You can read them here: Facebook | Twitter | Instagram

In addition to the social platforms' requirements, we have our guidelines. These are in place to help you understand any decisions we make in accordance with the platform rules.

Our Guidelines

We want you to have fun and join in. But we also believe that everyone using social media should be treated with respect. Although we can't monitor all the comments posted to our pages, we do remove inappropriate or offensive posts without any notice.
Please try to remember that we're humans too.

Please don't offend

Please don't post comments that include foul language. We encourage free speech, and we defend your right to express unpopular points of view, but we don't permit 'hate speech'.
Hate speech is content that promotes violence or hatred against individuals or groups based on certain attributes. This includes, race or ethnic origin, religion, disability, gender, age, veteran status, sexual orientation or gender identity.

Please don't post any comments that may constitute a criminal offence or give rise to civil liability or breach any laws. This includes comments directed at our teams.

Harassing, stalking, threatening, or otherwise violating the legal rights, (such as rights of privacy and publicity) of others won't be tolerated. Anything that harms or could be expected to harm any person or company isn't acceptable.

Is your comment potentially damaging?

We won't allow comments that are abusive, hateful, defamatory, or capable of damaging the reputation of a person or organisation. This doesn't include general opinions, good or bad about our products or services. Or even expressions of first-hand experience of us as a network. It also doesn't include comments made in good faith, without malice, or on a matter of public interest.

Give us a chance to reply

You don't need to post your message multiple times. We're online 7 days a week and work through comments in time order. We'll aim to reply to you as soon as we can. From time to time, we can get busy, so we ask that you give us a chance to reply.

Don't mislead

Only post advice to others if you're confident that the advice is correct. We understand that you may want to help, but if you're not sure, please leave it to our team to respond. Follow the advice posted by Three UK, which is correct at the time of publishing. For the latest information about our price plans, deals and policies, please refer to ;our website.

Do you have permission?

Please don't post any material for which you don't have the necessary rights, licences or consent. We ask that you respect copyrights, trademarks, and other legal rights. And that you don't use our logo, graphics or variations of them.

No commercial messages.

We won't allow comments that appear to be promoting a non-Three product or service on our Social Media pages.

Respect privacy

We understand that everyone values their privacy. So, we can't allow any material to be posted that affects or threatens another person's right to privacy. This includes contact details or personal information belonging to our customers or employees.

Please don't distribute another person's personal information without their permission. This includes uploading or sharing any photograph, video or content which features anyone other than you.

As you'd expect, we want to make sure that your details are always secure. This is why we can't discuss individual customer account details from our social media pages, or anywhere that's a public domain. This is in line with our Privacy Policy You can share your personal and account details securely with our Social Media team by joining them on webchat.

Please make sure that you keep your personal details private and don't share them in the public domain.

General

We can't be held responsible for comments posted on our Facebook or Instagram pages, or addressed to us via our Twitter profiles. And we don't endorse, approve or promote any user posts. If you see any content posted on our pages that is inappropriate, please contact us. We'll then review it to determine whether it violates these guidelines. We won't automatically remove any content that is reported, but if we do remove content, it'll be for a specific reason. If you'd like to know why we removed a certain piece of content, you can refer back to these guidelines.

The Social Media team moderate the comments on our social media pages. They will, wherever possible, provide support and advice, primarily by sharing URLs to the correct area of the support pages on Three.co.uk.

The team are available Monday to Friday 8am to 9pm, and Saturday and Sunday 9am to 8pm.

If these guidelines are broken, the team may have to delete content, report content/accounts, or block accounts. And in some cases, we might need to take further action. These guidelines may be updated from time to time, so it's worth checking them regularly.