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Major Life Events

Support for major life events

When big things happen in your life, we can help you sort out the bits that may affect your account with us.

Bereavement

If you’ve recently lost a loved one – we're very sorry for your loss. We know this is a difficult time, and we’ll try to make this as easy as we can for you. 

For more information on how we can help, please go to our bereavement page.

Victim of fraud or crime

If someone has tried to gain access to your account, or your private information we can help. We'll show you how to report it and to protect yourself. Our dedicated Fraud team are on hand if you need to report a problem.

More support for victims of fraud or crime

Change in personal circumstances

If you’ve experienced changes in your personal life, we’ll help you update your Three account details. If you’ve been affected by any of the following, chat to us on 0333 338 1001 or use Live Chat.

  • Job loss
  • Divorce
  • Imprisonment
  • Armed Forces deployment overseas
  • Serious injury
  • Long-term illness

Free directory enquiries

We offer a free directory enquiries service to all our customers. This service allows you to search UK residential and business listings over the phone.

To gain access to this free service, you first need to register for the service with Three's Customer Wellness team. Once registered, simply call 195 to contact Directory Enquiries for free.

Please remember, if you do not pre-register, and you call Directory Enquiries, you will be charged for your call.

Fast phone repair

If you have accessibility needs it’s more important than ever to feel connected. If you’re a registered accessibility customer, we’ll repair your phone extra quickly to get you back up and running. Call us on 0333 338 1012 if you’re still able to use your phone. Or use Live Chat to talk to our specialist team.

Device help

You can learn about accessibility features on your phone using our device support section.

Ofcom have a guide to using your mobile phone, which can also help with choosing the best phone to suit your needs.
See Ofcom device guide (PDF)

Third party account management

If you need a friend, relative, or third party to manage your Three account, you can register for third party account management. You can choose the level of access they have, from full to limited.

Call us on 0333 338 1012, or use Live Chat to find out more.

Register for extra support

We've got a range of services to support you. Complete our short form to tell us how we can help.

Social Tariff

Staying in touch is an essential part of life. So, we’re partnering with SMARTY on the SMARTY Social Tariff – a low-cost, unlimited, 1-month plan for those who need it most. It’s available for new and existing customers who are on any of the following benefits:

  • Income-based employment support
  • Income-based job seekers
  • Income support
  • Pension credit
  • Universal credit

Once accepted, you can keep the plan for as long as you’re eligible. Struggling to keep up with the monthly payments for your Three account? Get in touch and we’ll go through your available options.

Find out more about the SMARTY Social Tariff

Our commitment to you

We’re focused on delivering a great experience for all customers. We understand that everyone’s situation is unique - one size doesn’t fit all. And we aim to be inclusive, providing the right level of support for every customer.

FAQ about Social Tariff

Yes, existing Three customers can move from Three to SMARTY Social Tariff. To transfer, please contact us and we’ll help you through this process.

Yes, these checks will be completed as part of your registration for SMARTY Social Tariff. SMARTY work with DWP (UK Government’s Department for Work and Pensions) to check eligibility for SMARTY Social Tariff.

Yes, you can keep your number when moving to another network. To do this, request a PAC and give it to your new provider. They’ll transfer your number to your new account and your old Three account will close. 

To get your PAC, text PAC and your date of birth to 65075 – your text should look like this: 

PAC ddmmyy

We’ll send your PAC by text and it’ll be available for 30 days. If you don’t use it within 30 days, your contract with us will carry on as normal.  

You can also get your PAC and check for any outstanding charges by logging into your account online, by using the Three app, or by contacting us.

On the SMARTY Social Tariff, you get unlimited data, plus unlimited UK calls and texts for £12 a month. You also get 5G at no extra cost and EU Roaming – up to 12GB included on all flexible 1-month plans. And there are no annual price rises to worry about.

Eligibility for SMARTY Social Tariff is checked once every 12 months. If you remain eligible, you can stay on the SMARTY Social Tariff plan.

If your situation changes and you’re no longer eligible for the SMARTY Social Tariff, you’ll get a notification from SMARTY to explain your options. In most cases, you’ll be moved to a standard SMARTY plan at the same monthly cost as your SMARTY Social Tariff plan.

No. SMARTY Social Tariff is managed on a case-by-case basis.

If a friend or family member would like to sign up for the SMARTY Social Tariff, they’ll need to go through separate eligibility checks.

If you are struggling financially, please get in touch and we can discuss your available support options. We’ll do everything we can to support your situation and find you the best solution.

No. SMARTY won’t do a credit check as part of your registration for SMARTY Social Tariff.

No. Signing up for SMARTY Social Tariff won’t affect your credit score.