#ThreeMobile #ConsumerRights #MisSelling #UKTelecoms #GoRoamEU #CustomerWarning
After nearly 20 years as a loyal customer with Three, I’m now being told I’m in breach of a policy that was never clearly disclosed to me.
In October, I renewed my contract and was explicitly told:
“Value Plan – Go Roam EU – up to 12GB per billing cycle, unlimited minutes and texts back to the UK. Includes unlimited days of EU roaming.”
Based on that, I made an informed decision to stay.
Today (1st May), I receive a message stating I’ve breached their policy for using roaming outside the UK for two months - and I now have until 17th May to return to the UK or face consequences.
This raises serious concerns:
Mis-selling / misrepresentation: “Unlimited days” clearly suggests no time restriction
Lack of transparency: No clear or prominent mention of a time-based fair usage limit at point of sale
Unfair terms: Being retrospectively penalised for usage that was sold as “unlimited”
Customer treatment: A 20-year customer being threatened with action despite full, on-time payments
If there is a “fair usage policy,” it was not communicated in a clear, fair, or transparent way when the contract was agreed.
This situation appears to contradict basic consumer protection principles around clarity and fairness in contract terms.
I would be very interested to hear from:
- Others who have experienced similar issues with Three
- Any guidance on escalating this to the appropriate bodies
- Whether this aligns with UK consumer law and telecom regulations
- At this point, this feels like a textbook example of unclear terms and misleading sales practices.