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

ENDS