Three – Helping customers to stay connected
Three – helping customers to stay connected
- Special mobile discount for NHS workers
- Fast and simple broadband delivered to the door
- Stay in touch with loved ones abroad for just £10 per month
3 April 2020: At a time when the nation now relies upon its mobile and broadband connections more than ever, Three has unveiled a set of initiatives and tools to help its customers stay connected to the people and things they love. These include ‘Supporting those in need’, ‘Keeping staff and customers safe’, ‘Protecting the network’, ‘Helping customers to stay connected’ and ‘Perks for Three customers’.
SUPPORTING THOSE IN NEED
- Special discounts for NHS key workers
Three is launching a flexible SIM-only mobile plan for NHS workers, to help them stay connected with loved ones during this time. The special discount will give NHS workers unlimited minutes, texts and data for £18 (usually £26) per month, on a flexible one-month rolling contract for new customers. Any role within a healthcare organisation qualifies – from NHS workers to pharmacy staff.
For more information and to redeem this offer visit https://healthservicediscounts.com/
- Free access to NHS websites
For those who may have health-related questions, Three is providing free data access to all NHS websites (those using the nhs.uk domain) for all customers. All calls to NHS 111 are already free.
- Customers facing financial difficulties
Three is committed to helping all its customers stay connected at this difficult time and has policies in place to protect the most vulnerable customers. It will not be disconnecting any customers who are struggling to pay their bill during this time. Customers should get in touch by calling 333 (free from a Three phone) and select the relevant automated option.
KEEPING STAFF AND CUSTOMERS SAFE
Three’s number one priority remains clear – to provide connectivity, whilst protecting the health and safety of customers and staff.
- Customers roaming or stranded abroad
Three is aware that some customers are stuck overseas and are worried about keeping in touch with their friends and family, and is looking at ways to help these customers on a case by case basis.
- Three stores and offices temporarily closed
Following government advice, Three has recently closed all its retail stores and these staff will continue to receive full pay whilst helping with customer service. Three’s offices in Maidenhead and Reading have also closed – with the exception of access for critical workers – and staff are currently working from home.
Three’s customer contact centres have also been severely impacted due to government safety measures. It is enabling as many of advisors as possible (in all locations) to provide customer support remotely (from home) via Live Chat.
Three customers are encouraged to hold off from getting in touch (unless it is urgent) during this time, as waiting times are longer than usual. Customers can continue to manage their accounts using the My3 app or webpage, or for product advice and tips try the Three Store Now team.
- Beware of scammers
Three is becoming increasingly aware of reports of customers being targeted by texts and email with messages that appear to be from UK businesses asking for personal and financial information because of COVID-19 (Coronavirus). These are scams and are not genuine.
Three urges customers to remain safe and vigilant during this time – reiterating that it would never ask for a customer’s personal or financial details. Suspicious texts can be reported to Three by forwarding to 7726.
STRENGTHENING THE NETWORK
Three’s network is vital to keep customers connected to both their loved ones and their work during this critical time. To best support this and protect the stability of the network, all non-essential works have been put on hold and it has increased capacity to support additional data usage and demand during this time.
Three’s network has seen an increase in traffic in recent weeks and is being closely monitored for trends that are now the new norm and to help meet demand. Experts at Three continue to assess and manage the network’s capacity and are confident that it will handle the higher number of calls and data usage over the coming weeks.
HELPING CUSTOMERS TO STAY CONNECTED
- Fast and simple broadband – delivered to the door
Three has launched a flexible broadband product, meaning customers can now get quick access to 4G Home broadband, without committing to a long-term contract. Three’s 4G Home Broadband is now available as a monthly rolling contract option, as well as the existing 12 and 24 month plans. Customers can order online and get their broadband hub, with free next working day delivery**. There is no need for a landline and no engineer visit is required, customers can simply plug it in, and connect the hub and up to 64 devices at home to Three’s network.
Three’s Home Broadband one-month flexible contract costs £29 one-off upfront cost, and £30 per month.
To check coverage and for more information or to buy online visit www.three.co.uk/store/broadband/home-broadband
- Keeping in touch with friends & family abroad
Three has launched a special offer for International Saver Add-on*** – meaning pay monthly customers can now call from the UK to loved ones abroad in 31 destinations, with 3000 minutes for just £10 per month (usually £15.32). Destinations include many countries affected by Coronavirus, such as China, Italy, Spain, France, Germany, Hong Kong, Japan, Canada and the USA.
Customers should visit their My3 app or online account to add the International Saver Add-on to their account. To use this Add-on, customers dial 388, then 00 followed by the country code and phone number they wish to call.
For a full list of the 31 destinations and more information visit Three’s support pages.
- Mobile tips and advice whilst at home
With most people now staying at home, Three has developed some innovative tools for helping its customers from the comfort of their own home.
Three Store Now**** – Online customers can connect with an advisor one-on-one, as they would in store, to have a live web chat and ask questions about phones and tariffs. This is service is available 09:00 – 18:00 Monday to Saturday and 10:00 – 18:00 on Sunday. Three has trained more than 2000 retail and contact centre staff to use Three Store Now and more than 16,000 people are using this service each day. For more information visit www.three.co.uk/three-store-now
Three Live**** – Hosted by expert presenters, anyone can ‘tune in’ online to ask a question or get bespoke tutorials on a wide range of topics from setting up a new mobile to getting to know the features. Three Live is available every day between 10:00 – 19:30.
Three’s Discovery team will also be hosting 30 minute tutorial sessions to help people of all abilities make the most of mobile technologies. Covering a wide range of areas from the basics of Twitter and social media, through to using Garageband, how to use contactless pay and coding for children, anyone can tune in every half an hour via the Three Live channel. For more information visit www.three.co.uk/three-live
PARTNER OFFERS FOR THREE CUSTOMERS
Three customers can also benefit from the following additional partner offers*****:
- Learn a new skill or earn a new qualification with Shaw Academy – a four-week free trial for online courses. No credit card or subscription needed.
- Keep up-to-date with latest news, advice and entertainment with The Telegraph – a three-month free digital subscription.
- Strengthen body and mind with online yoga classes – Three-months half price offer from Yogaia.
- Keep fit and healthy at home – 12 weeks free access to online training classes from L1VE Fitness.
- Get wellness products delivered to your door from Bio-Synergy – 50% off wellness and immunity supplements.
For the latest information on all of the above, including how to redeem the perks above and with new offers updated every week, visit www.three.co.uk/stay-connected
Notes to Editors
Notes to Editors
*NHS special discount: For new customers only. The offer is One Month SIM-only Unlimited plan for £18 per month. This SIM is normally priced at £26 and contains Unlimited minutes, texts and data, as well as 5G at no extra cost (compatible device and coverage required), Go Roam, Go Binge and personal hotspot allowance. NHS staff can get this by going via Health Service Discounts https://healthservicediscounts.com/ . Any role within a healthcare organisation qualifies; from NHS staff to pharmacy staff.
**Home broadband: Subject to coverage. Orders placed before 4pm are sent by next working day delivery service, however this cannot be guaranteed, and is subject to Royal Mail delivery times at present.
***International Saver Add-on: Available to Contract customers when you buy or auto-renew the Add-on between 24/03/2020 and 30/04/2020. Not available on Pay As You Go. This product will auto renew each month unless you opt out and reverts to standard price after 30/04/2020. You can add it in your My3 account by logging in online or in the Three app and choosing the Add International Saver Add-on. You’ll only be able to get these international rates if you’ve bought Add International Saver, you’re making a call from the UK and you dial 388 first. If you leave out 388, you’ll be charged standard international rates. When you’re close to using up your minutes, we’ll send you a text to let you know. Once you’ve used up all your minutes, you’ll be charged standard international rates for making international calls from the UK.
****Three Store Now and Three Live: Advisors and presenters for these services cannot access customer accounts or personal details. Customers are encouraged to use the My3 app/webpage for account information or the Three website and Three Store Now team for product and sales advice. Customers should only call 333 if it is urgent, during this time, as call times may take longer than we’d like.
*****Three partner offers: Offers are subject to partner terms and conditions and subscriptions may auto-renew after offer period. See www.three.co.uk/stay-connected for further details and terms.