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FAQs
I feel I need extra support from Three Broadband due to my circumstances
At Three Broadband we’ll do our best to provide extra support to any of our customers due to their circumstances. Circumstances such as a age, physical or learning disability, physical or mental illness, low literacy, communications difficulties, changes in circumstances such as 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 manage it on your behalf, or for anything else just give us a call to see how we can better support you.
I would like to add another service (such as account settings or a static IP address) to my existing account, how do I do this?
No worries. We’re more than happy to help with this. Just give us a call on 0330 686 8000 or chat to us.
How do I set up or change a direct debit?
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 here, 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 offer other payment methods, but additional charges may apply.
How do I check my bill or view a past bill?
You can check your past and present bills in My Account. Please log in to your online account using the email address you provided when you signed up. Once you’ve logged in go to Billing/Payment Tab to view and download your bills. Easy as that.
Why is my first bill more than the monthly charge I signed up for?
Your first bill might be a tad higher than your usual monthly plan because as well as a full month, you’ll also be charged from the day you joined Three Broadband up to your first bill, this is called pro-rata. Fear not, this is a one off charge and on all your future bills you’ll only see your monthly plan plus any extra services you purchase.
When will I receive my next bill?
You can login to My Account to see when your next bill is due. This will either be on the 1st of the month or the 15th of the month depending on which billing cycle you're on. Payment will then be taken after this date.
What are my charges this month?
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 call us on 0330 686 8000.
I have left Three Broadband and want to view an old bill, how do I do this?
That's no problem. You can still access your bills through My Account. If for any reason you can no longer access your My Account please call us on 0330 686 8000 and we will be able to help.
I'm moving to an area that is not covered by Three Broadband, what do I need to do?
We’re keen to make the goodbye as painless as possible. If you're in a fixed contract there will be an early termination fee applied for the remainder of your contract, or we can chat about a change of ownership rather than having to charge you any fees. Just give us a call on 0330 686 8000 and we can chat about both options.
How do I transfer the name of the owner on my account?
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.
How do I cancel my contract with you?
We’ll be sad to see you go but you can cancel by calling us on 0330 686 8000. Remember, cancellation charges may apply if you're still within contract. A 30 day notice period will also be applied upon cancelling. You’re welcome back anytime of course.
I have cancelled my account with you, and returned my hub, but you are still sending me bills. Why is this happening?
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 is an outstanding amount on your account (even a few pence) bills will continue to be sent until the amount is settled. Please check My Account to see if there is a balance remaining, otherwise please let us know and we can look into this for you, no dramas.
I have come to the end of my contract, do I need to return the hub after I have cancelled?
If you have finished your contract and called us to cancel then there is no need to return the hub. You can then use it again should you decide to re-activate your service (fingers crossed).
What is an Acceptable Use Policy?
We’ve introduced an Acceptable Use Policy to ensure we can provide a fair and sustainable service for everyone. It is to safeguard against excessive use that can clog the network up. Basically meaning that everyone can enjoy the internet, well, as it should be! You can read more about it here.
Does the Acceptable Use Policy limit my usage now?
No, your plan remains unlimited and there is no usage cap. Enjoy the freedom. You can read more about the policy here.
I regularly stream video via Netflix/Amazon, will I be affected by the Acceptable Use Policy?
Please be assured your service remains unlimited with no usage cap. Streaming video content on sites such as Netflix and Amazon are all very normal behaviours. We have not introduced an Acceptable Use Policy to limit your use of streaming, but to safeguard our customers against those who are excessively using the service. You can read more about the policy here.
My contract is coming to an end, if I renew, will I face increased prices?
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.
For information on any ongoing broadband issues or outages visit our Three Broadband network status page