How can we help?

We use data provided by The Royal Mail, and sometimes it can miss properties if there’s been development in the area. Not to worry though, if you speak to one of our friendly agents on chat or call us on 0330 686 6008 we’ll be able to confirm whether you can get Three Broadband at your address. Hopefully you’ll be one of the lucky ones.

We’ll be sad to see you go. Our termination fee will be the remaining months of your contract in full, however, if you have any concerns, please chat to us or call us on 0330 686 6008 we will be able to help you further.

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.

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

No siree! We use wireless 4G technology so you don’t need a landline. Just plug your hub into a power socket and you will be online in a few minutes. This means you don’t have to pay for a landline you never use. Nice.

In most cases you’ll only need a standard install meaning there’s no additional cost. In some cases you’ll require what we call a non-standard install (wild name we know). This could be for a few reasons, like your property is surrounded by trees or higher buildings (or you live in a burrow) meaning the aerial will need to be higher to get the best signal. We’ll only be able to identify if you need a non-standard during the installation process when our engineers are at the property. We try our best not to have to charge more, but in some cases this is out of our hands and an additional installation fee may be charged. Hope you understand.

After you’ve placed your order Three Broadband will call you to arrange an installation appointment. We’ll be able to offer you a choice of installation dates which suit you, and we have both morning and afternoon slots. Installations will happen from 5 working days of order confirmation. Basically you’ll be up and running pretty sharpish.

Yes please. The actual installation can take up to 2 hours and we'll need an adult there to sign off the installation. Fret not we’re a friendly bunch.

Easy. If you need to change your appointment just let us know either by phone or chat at least 3 days prior to the existing booking. There will be a cancellation charge incurred if it is outside of this time.

Sorry about that. Our installers try their best not to arrive late, however if they are running late they should have phoned you to let you know. If this hasn't happened please give us a call on 0330 686 6008 and we will look into it for you. Big apologies again.

Yes, the Hub must always be plugged into a plug socket with the power switched on for it to work.

There are a few ways to connect to your hub, you can connect via WiFi, WPS or via the network cable which was included in your box. To connect via WiFi simply search your devices' available WiFi connections, detect your Hub's network name (SSID) and enter your WiFi key (found on the label on the bottom of your Hub). To connect via the network cable you’ll need to connect the cable from the cable port on the Hub to the device you are using. You can see more information in your user guide.

Your network name (SSID) and WiFi key (password) are displayed on a sticker either on the bottom of your Indoor Hub. Check out our Indoor Hub User Guide for more help.

Of course. We’d be happy to help with this, just give us a call on 0330 686 8000 or chat to us online.

Three Broadband is a member of the Internet Watch Foundation to protect all our customers from illegal and obscene content. As standard, your Three Broadband service does not restrict adult content. If you have children or would simply like to restrict adult content, log in to your My Account, go to Service and Settings and set up content lock or contact our customer care team 0330 686 8800. Due to the ever evolving nature of internet, there might be instances when you might come across content that you find suspicious. Please report it to the Internet Watch Foundation authority. Thank you.

When you’re connected to your Three Broadband, simply log in to your Hub Homepage by typing http://192.168.15.1 into your browser, your username and password are both ‘admin’. Once you’re logged in, you can reset your WiFi password in ‘WLAN settings’ under the ‘General Settings’ section. Please check out our Indoor Hub User Guide for more help.

VPN support isn't something we offer, but they do work with our Hubs if you've set one up yourself.

If there are no lights on your hub please try turning it off for a few minutes, then switch it on again to reset it. That should do the trick.

Oh dear. We’re sorry to hear you're experiencing issues. Here are some simple steps to try and get you back online:

1. Ensure your device’s Wi-Fi setting is turned on.
2. Double check you’re connected to the correct network (Relish SSID)
3. Reboot your hub, leave the device off for about 30 seconds and reconnect.
4. Try to re-locate the device to get a better signal.

If you’re still having trouble, please chat to us online or call us on 0330 686 8000. We’ll do everything we can to get you up and running.

It’s very unusual for a hub to be faulty, but if you can’t resolve this by rebooting please give us a call on 0330 686 8000 and we’ll swoop in to help out. If your hub is faulty and still within warranty we’ll be able to send an engineer round to check this for you. No dramas.

Sorry to hear this. Please try rebooting your hub and then re-connecting your devices. If this doesn’t fix the issue we may need to run some basic troubleshooting steps to find the cause and sort it. Please call us on 0330 686 8000 and we’ll be happy to help.

Have you tried accessing the site from a different connection as it could be a faulty webpage? Alternatively have you got Parental Controls enabled as this may have stopped you accessing this webpage? To disable these, please log in to your online account using the email address you provided when you signed up. Once logged in go to "My Services" Tab, and uncheck "Content Lock" option. Job done.

We hear you. Like with most broadband services, there are peak times and speeds can be impacted by the amount of people using the network at these times. 

We're afraid not. The Three Broadband Hub only works with the SIM it comes with. This dream team works together.

If you have one of our Gemtek Hubs you can log into your Hub Homepage by typing http://192.168.15.1 into your browser. Your username and password are both ‘admin’. 

If you have one of our Verve Hubs you can log into your Hub Homepage by typing http://192.168.1.1 into your browser. Your username and password are both ‘user’.

You will need to be connected to your Three Broadband broadband to do so. Please check out our Indoor Hub User Guide for more help

There are a few ways to connect to your hub. You can either connect via WiFi, WPS or via the network cable which was included in your box. To connect via WiFi simply search your devices' available WiFi connections, detect your Hub's network name (SSID) and enter your WiFi key (these can be found on the label on the bottom of your Hub). To connect via the network cable you’ll need to connect the cable from the port on the Hub to the device you’re using. It should be pretty simple stuff but you can see more information in your user guide.

If we’ve identified an unplanned outage on our network we’ll keep you up to date on our Facebook and Twitter accounts, you can also check our network status page. When possible, we’ll send any affected customers an email to let you know what has happened. We hope you can appreciate however that this is sometimes out of our hands. It’s probably easier if you check our social pages instead of calling our phone lines though, as our team will already be beavering away to get you back online. Thanks for your patience.

For PC : Windows OS, IOS, Linux OS, Ubuntu OS
For gadgets : Android OS, IOS, Windows Phone OS

Indeed! VoIP is compatible with our hub, so you can use all your favourite applications to call friends, BFFs and loved ones.

We're aware some customers may have issues connecting to Sky's products. We currently don't support Sky Q but we're working with Sky on a fix for this. For Sky+, don't fret, we can help resolve this, we’ll just need you to give us a call on 0330 686 8000 when you're with your hub so we can change a few settings for you. You’ll be up and running in no time.