How can we help?

At Three Broadband we’ll do our best to provide extra support to any of our customers due to their circumstances. Circumstances such as age, physical or learning disability, physical or mental illness, low literacy, communications difficulties, changes in circumstances (like bereavement, or anything else which you feel you need extra support for). We’re more than happy to add a secondary owner onto your account who can help look after things on your behalf, or for anything else. Give us a call and we’ll chat through the options to support you.

No worries. We’re more than happy to help with this. Just give us a call on 0330 686 8000 or chat to us.

Setting up a direct debit is easy as pie. Simply go to My Account and click direct debit. You can also download our direct debit form, fill it in and email us a PDF copy at customercare@threebroadband.co.uk. If you don't want to pay by direct debit, we have other payment methods, but additional charges may apply.

Please log in to your online account using the email address you gave us when you signed up. Once you’ve logged in, go to Billing/Payment Tab to view and download your bills. Easy as that.

Your first bill might be a tad higher than your usual monthly plan. That’s because if you join part way through a month, those days may get added on to your first full month’s bill, depending on your billing date. This is called pro-rata. Don’t worry, this is a one-off charge and on all your future bills, you’ll only see your monthly plan plus any extra services you buy.

You can login to My Account to see when your next bill is due. This will either be on the 1st, 8th, 15th or 22nd of the month, depending on which billing cycle you're on. Payment will then be taken after this date.

We divide your bill into two main sections: monthly plan(s) and extras. Monthly plan tells you the monthly charges for all your Three Broadband services. Extras include any additional services that you’ve ordered or extra-charges. If you need any help understanding your bill please give us a call on 0330 686 8000.

That s no problem. You can still access your bills through My Account. If for any reason you can t get into your My Account please call us on 0330 686 8000 and we ll sort this out.

We want to make the goodbye as painless as possible. If you're still in contract, we may need to charge you an early termination fee or we can chat about a change of ownership. Just give us a call on 0330 686 8000 and we can chat about both options. 

Remember that if you’re on our 5G service, the broadband hub remains the property of Three Broadband and you’ll need to return it to avoid any additional charges being made to your account. Read more about our hub return policy.

Easy as pie, just give us a call and we’ll be able to help you. We’ll need to speak to the account owner to make any changes. Please call us on 0330 686 8000.

We’ll be sad to see you go but you can cancel by calling us on 0330 686 8000. Remember, an early termination fee may apply if you're still within contract and you need to give us 30 days notice. You’re welcome back anytime.

Remember that if you’re on our 5G service, the broadband hub remains the property of Three Broadband and will need to be returned to avoid any additional charges made to your account. Read more about our hub return policy. 

Chances are there’s still an outstanding amount on your account which will need settling. In some cases we might even owe you money. If there’s an outstanding amount on your account (even a few pence) bills will continue to be sent until the amount is paid. Please check My Account to see if there’s a balance remaining, otherwise let us know and we can look into this for you. No dramas.

It depends. If you’re on our 5G service, the broadband hub remains the property of Three Broadband and will need to be returned to avoid additional charges made to your account.

Please note that our hubs need to be returned in good working condition. If they’re returned damaged, you may be asked to pay for the cost of having it repaired or replaced. This cost can vary, depending on its condition. If you’ve damaged it by accident, please get in touch.

For 5G customers

If you cancel during the 14-Day Money Back Guarantee period, you’ve got 14 days to return the hub or you’ll be charged the full cost of replacing the hub, currently £350.

If you cancel your contract after the 14-Day Money Back Guarantee period, you’ve got 90 days to return the hub to avoid a non-return charge of £105. Even if you’re asked to pay a non-return charge, you’ll still need to return the hub. For any questions please give us a call on 0330 686 8000.

For 4G customers

If you cancel within the 14-Day Money Back Guarantee period, you’ve got 14 days to return the hub or you’ll be charged the full cost of replacing the hub, which is £70 or £72 if you’re a business customer.

If you cancel after the 14-Day Money Back Guarantee period, you won’t need to return the hub. 

We’ll make it easy as pie for you – we’ll send you a pre-paid postage bag, then you just need to drop it at your local post office. Make sure you keep hold of your proof of postage receipt.

Please remember that our hubs need to be returned in good working condition, or you could have to pay the cost of having them repaired or replaced. Read more about our hub return policy. 

We’ve introduced an Acceptable Use Policy to make sure we can provide a great service for everyone.  It’s to stop any overuse that can clog the network up. Basically meaning that everyone can enjoy the internet without any problems.

No, your plan remains unlimited and there is no usage cap. Enjoy the freedom. You can read more about the policy. 

Don’t worry your service is still unlimited with no usage cap. Streaming video content on sites like Netflix and Amazon are all very normal behaviours. We’ve not introduced an Acceptable Use Policy to limit your use of streaming, but to protect our customers from customers who are excessively using the service. You can read more about our policy. 

No worries! As an existing Three Broadband customer, you’ll be unaffected by any changes to our pricing. You can renew your contract and we’ll honour your current tariff. See it as mates’ rates.