A strong and reliable 3G network should be the backbone of any mobile operator. It’s the enabler that gives you fast and easy access to the services you want, whenever and wherever you want them. It’s the technology that breathes life into the millions of phones and smartphones, dongles and MiFis, iPads and netbooks that we carry about with us and rely on every day.
Since our network share deal with T-Mobile in 2008, we’ve invested all the effort, funding and innovation at our disposal into making our 3G network just that – strong, reliable and even better than it was before. We even produced a TV ad this year to try and demonstrate the drive and focus behind our network expansion programme. And when we’ve seen our competitors make claims about their networks that we don’t believe are true we’ve taken them to task and we’ve been successful.
So today is significant for us, because our customers have once again rated our network as the best for mobile broadband in the UK in YouGov’s latest survey.
In actual fact, you rated us top in ten out of twelve judging categories, including reliability, billing, overall quality of service and ease of use.
The YouGov survey asked over 2,000 customers from Three, Vodafone, Orange, O2 and T-Mobile and some smaller operators to rate the level of service they got from their provider on twelve key points. These were installation of software, network coverage, getting connected, staying connected, reliability during the day and during the evening, download speeds, upload speeds, ease of use, customer services, billing and overall quality.
You rated us the best in ten of these twelve areas and in feedback comments, you also labelled us as the best value for money operator, and you gave us the highest rating of user satisfaction.
This customer endorsement is a step forward for us. I can’t think of a clever enough way to describe it, so I’m just going to say it – we’re chuffed to bits.
We’ve worked tirelessly to increase our reach across the UK to more than 95% population coverage for 3G services, investing heavily in improving data speeds and strengthening our network to meet growing demands.
We’ve also concentrated on being consistent in our approach to value pricing for mobile broadband. We were the first to offer the service for a tenner a month on contract, and we were the first to offer mobile broadband on Pay As You Go. Our £15 for 15GB plan offers the best value in the industry, and we’re confident that our iPad plans continue to be the most competitive you could buy.
So, in short, thanks. It’s hugely rewarding to know that our work is finally paying off.
We know we’re not perfect, and on the network front, if you’re in an area where mobile broadband isn’t up to scratch we’ll always do what we can to help. But we’re continuing to invest millions to give us greater capacity and faster speeds, so if you haven’t benefited yet, it hopefully won’t be long until we reach you.
All figures from the independent YouGov Dongle Tracker report wave 9 (July 10). MVNOs have been excluded.
486 Responses to Three tops latest independent YouGov survey.
Moderator: Johanna 14/11/2012
@Marcus Newby – What would you like help with?
Marcus Newby 14/11/2012
Please someone contact me!!! I am getting nowhere with phoning, email or in store!!!!!
Moderator: Johanna 19/03/2012
@saunit – You just need to call 333 and pay a £15 charge to get your phone unlocked. I’m afraid you can’t do this via our website.
saunit 18/03/2012
how to unlock three uk iphone by three uk website
Moderator: Johanna 29/12/2011
@Di Forrester – Really sorry to hear that you’ve had multiple issues. Getting your PAC shouldn’t be a tricky process. I’m emailing you now, to get some info and then I can get one of the CS team to sort this for you.
Di Forrester 28/12/2011
My experience with 3 has been entirely negative. Was sent the wrong phone, charges were mis-represented (turned out to be excluding VAT), internet connection kept dropping out, when contract neared end I was pestered by customer services to take on a new 24 month contract, and was given false information about the phones on offer. When I decided to cancel at contract end, I found it almost impossible! Had to request the contract be cancelled at least 15 times as the advisor just kept making suggestions for alternate options that I did not want. Once I cancelled, I have battled to get the PAC code and have been given lots of differing information about what the process is. Am still waiting for the code, after multiple phone calls to request it. Requesting the PAC results in extension to the contract. Complaining about this resulted in phone being switched off immediately without warning, but still no PAC! Cannot think of a single reason to use 3!!
Moderator: Johanna 23/12/2011
@michael – Please do keep us posted!
michael 22/12/2011
I’m switching the 3 after 6 or 7 years with O2, got a £110 phone bill, £70 more than expected, for going 300 minutes over my 1200 plan – had enough, this is my main business line so I need to be able to use it freely, that’s why I paid £650, twice, for my iphones – so I can switch when I want to, and now I want to
I am going to TRY 3 – £25 a month , 2000 minutes, 500 texts, unlimited internet
O2 offered unlimited internet on the plan I was on, but really it was like unlimited bread supplies in communist russia – great – but can you get any???
So – we will see – just bought the SIM today, very nervous about signal (voice) phone coverage – I’ll keep you posted.
Itf it all works well, I’ll put an onlineTVad up saying so!!!
Moderator: Sedge 04/11/2011
@ Derek Lawler – Just to let you know, we don’t pay anyone to write reviews for us.
Moderator: Sedge 04/11/2011
@ Derek Lawler – Sorry you feel that way, we’re doing our best to help but we’re not primarily a customer service channel. If you’d like to speak to a customer service advisor that’s not based in India, you could always tweet @ThreeUKSupport – they’re a dedicated channel for queries and issues.
Derek Lawler 03/11/2011
I’d like to know how much you pay these people to give you good reviews……or are you posting them yourself?
Derek Lawler 03/11/2011
I didn’t think you moderators would post my comments……you’re no different from your appalling customer service department
Moderator: Johanna 03/11/2011
@Ali Changezi – So pleased you’re having such a good experience on Three
Moderator: Johanna 03/11/2011
@Russ – you can enter the comp here:
http://www.three.co.uk/three_co_uk/Email_Update Good luck!
Moderator: Johanna 03/11/2011
@Vikas – thanks for your feedback, it’s really useful and has been passed on
Moderator: Johanna 03/11/2011
@Alan L – We’ll happily check this out for you but I do need a full postcode
Moderator: Johanna 03/11/2011
@Terry Bowen – Thanks for feeding back
If you want us to check the network in your area, post a full postcode and we will take a look.
Moderator: Johanna 03/11/2011
@Andrew Oliver – We’re glad your Three dongle is working well
Moderator: Johanna 03/11/2011
@Tony – There was an issue but it’s fixed now, you can enter here: http://www.three.co.uk/three_co_uk/Email_Update
Moderator: Johanna 03/11/2011
@steve zugg – Cheers for letting us know you’re happy, long may that continue
Moderator: Johanna 03/11/2011
@abdulkadir – That’s great to hear, thank you
Moderator: Johanna 03/11/2011
@Matthew – Thanks for your feedback
We’re always improving and investing in our network and HSPA+ is being rolled out at the mo, which should improve coverage for many.
Moderator: Johanna 03/11/2011
@mark Harris – afternoon
You can track your repair by calling 333. You should be able to add additional devices once in My3. The CS team should be able to talk you through this. If not come back to us and we’ll arrange a call.
Moderator: Johanna 03/11/2011
@Peter – if you post a full postcode, we can check the network for you?
Moderator: Johanna 03/11/2011
@James Ryder – I’m a touch confused, we don’t offer calls and texts on our MBB plans for obvious reasons! Can you explain a little more about the plan you are on and the device you are using please?
Moderator: Johanna 03/11/2011
@Clint – Sorry, we’ve corrected the error now and you can enter here: http://www.three.co.uk/three_co_uk/Email_Update
Moderator: Johanna 03/11/2011
@bob – just looking into this for you…
Moderator: Johanna 03/11/2011
@Clint – we’re just looking into this for you…
Moderator: Johanna 03/11/2011
@Mark Scriven – I’ve had a look and there is a fault on the network nearby, fix date November 9. Let us know how you get on after this date.
Moderator: Johanna 03/11/2011
@Steve – That’s great hear, thanks for your feedback
Moderator: Johanna 03/11/2011
@Nick – Thanks for letting us know about this issue, it should be fixed now and you can enter here – http://www.three.co.uk/three_co_uk/Email_Update
Moderator: Johanna 03/11/2011
@Derek Lawler – Have you upgraded your device within the last 3 years? Also, we can check the network in your area if you post a full postcode.
Roshani 03/11/2011
So far so good.
Ali Changezi 03/11/2011
I m using THREE network for the last few months and found it the best network in the UK, as I have used other networks as well too much, but could not find better than THREE any one of them, the charge more than they say and their Network is very poor including their customer services are totally untrained they dont know what they are doing, just passing their time and keep promising to the customers, result NIL.
I recommend THREE to every single Phone, BB users in the UK.
Thanks THREE.
Russ 03/11/2011
Eh? My dongle software just sent me here to win an HTC Flyer? Where’s my prize then?
zafar ali 03/11/2011
im top of the world with 3