We want to make sure that all our customers get the best out of our network and our services – whatever their age, whatever their needs and abilities. Here's what we're doing about it. If you would like to contact someone directly please contact us. Three is continually increasing the range of services and support that are provided on-line, therefore many of your product or service requirements are likely to be addressed through www.three.ie. Should you need further assistance, click here to contact our care team by phone, fax or email.
We have created this section, to provide you with some practical advice and information on using our services. This section of our site is designed to comply with the Web Accessibility Initiative (WAI). Our accessible pages are structured so that they can be easily navigated with a keyboard (using Tab, Return and Space keys).
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We have worked with the National Disability Authority, ComReg and the communication sector to produce a Consumer Guide for people with disabilities and older people. The guide has been designed to inform users of the various phone features and services available from Service Providers.
Click here for the complete guide: Phones and Broadband – a guide for people with disabilities and older people
We offer a wide range of mobile phones with lots of accessible features. When you are looking for a phone to suit your requirements there are some key features that you can look out for, to assist certain types of vision, hearing or mobility impairments which are listed below. Please contact us if you'd like advice on handsets. And there is a link below to an easy search function that helps you find suitable smartphone apps from the GARI website (Global Accessibility Reporting Initiative).
Mobility & Dexterity
Irish Text Relay Service
Irish Text Relay Service is a service provided for the deaf or hard of hearing community in the Republic of Ireland. Irish Text Relay Service allows for the translation of text into voice and voice into text to facilitate a person with a hearing disability in making and receiving calls. This service is accessible from the Three network.
Previously, customers using text relay required access to a Minicom terminal, however Irish Text Relay now incorporates multimedia access via new app services. Customers can now make and receive text relay calls through a range of PC or mobile media devices. Existing customers can continue accessing the service using their existing minicom text telephone terminals without the need to make any changes.
Irish Text Relay Service is available 24 hours a day. Customers can avail of the service by downloading the Irish Text Relay Application (App) and then accessing the service through one of the following freefone numbers:
ITRS Service Access Freefone numbers
For further information regarding the Irish Text Relay Service and how to avail of the service please click here: www.itrs.ie
There are lots of apps available to assist mobile phone and tablet users with additional needs. Check out the GARI (Global Accessibility Reporting Initiative) website to find the write app for you. You can easily search by your requirements and by location. You can also search for the right device for your needs.
Find Mobile Apps http://www.gari.info/findapps.cfm
Find Phones & Tablets http://www.gari.info/findphones.cfm
Picking the Right Price Plan
We have plenty of options to help you design a plan that suits how you use your phone whether that’s mainly voice, text or data. You can choose from a range of price plans and add ons on prepay or bill pay that best suits your needs. If you'd like advice on which plan is the best one for you, please contact us. You can also drop into one of our Stores or call customer care on 1913. Whatever suits you best.
Billing & Customer Support Information
If you find it difficult to read printed text, there are other ways you can access your billing information. To request the right billing format for you, please contact a member of our customer service team. If you would like to contact someone directly please contact us.
Registering your requirements
You can register your requirements including product and service preferences, billing preferences, equipment requirements and preferred means of contact by contacting our customer care team, please click here to contact us directly via mail, alternatively you can contact us via webchat which is available on our website or call us on 1913 or by post – all contact details are detailed in our Code of Practice. You can also register another person on your account, who can assist you in contacting us or querying your account. They must be registered as an authorised contact on your account in order to discuss your account or make any changes.
112 – The EU Emergency Phone Number: SMS Service
The 112 SMS service lets deaf, hard of hearing and speech-impaired people in the Republic of Ireland send an SMS text message* to the Emergency Call Answering Service (ECAS) where it will be passed to An Garda Síochána, the Ambulance service, the Fire service, or the Irish Coastguard.
You must REGISTER for the service and you can find out how it works on their website www.112.ie.
Three’s Code of practice
Our Code of Practice sets out how Three are socially responsible and details how we deal with any billing, service or other issues. The Code outlines a minimum set of standards that apply to the handling of complaints by Three. For more information click here. Should you require a copy of the Code in any particular format, please let us know.
Directory Enquires 196
If you have a vision impairment and have difficulty reading the phone book you can register to avail of a free directory enquiry service. You can contact 1800 574 574 to obtain a registration form. As part of registration will need to provide certified confirmation that you are eligible to register for the 196 service. Once you are registered you will be allocated a special PIN number which you then provide to the 196 operator each time you make a directory enquiry.
The service operates as follows: First dial 196. The agent will then ask you, in sequence, for your PIN number, your name, and the name and address of the person/company whose number you require.
Customers should have a means of recording the numbers close to hand.
If for any reason you are unable to make the call yourself, you can have somebody else do so on your behalf.
Phone Testing & Returns
If you have purchased a handset in-store and you use a hearing aid//cochlear implant you can return your device if it does not meet your specific hearing needs. You have a 14 day cancellation right from the date of purchase and you will need to provide certification by a registered medical practitioner. You will be responsible for charges which apply for using the services provided by Three. You will also be responsible for any decrease in the value of the goods returned by you which results from using the goods I a way which is above what is necessary to establish the handset features and how the handset work.
Please see below a list of other organisations that may be of interest: