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Three contract and billing guide

By Aaron Howdle | Tuesday, February 9th 2021

Three has been around since 2003 at which time it was the first wholly 3G network in the UK. It currently holds the position of fourth largest mobile telecommunications company in the UK, with around 13.3 million subscribers.

This guide will take a look at the contents of a Three mobile contract and what you can expect to see on a Three bill. We will also look at what happens if you leave Three and some of your rights as a customer.

What is in a Three mobile contract?

The agreement you sign with Three is called an SLA or service level agreement. It lays out the relationship between the customer and the mobile provider. Here we will look at the contents of a Three mobile SLA.

Three mobile contracts fall into two main types. SIM only contracts are aimed at people who are happy to continue using their existing handset. The second type of contract includes a new smartphone or mobile device and will tend to be longer to incorporate the cost of the device. Three also offers pay as you go SIM cards, which the user tops up with calls, minutes and data according to need.

Contract length

Contracts which include a mobile device are 24 months in length, while pay monthly SIM only contracts are available lasting one month, 12 months or 24 months.

Your plan

Your contract specifies what is bundled into your contract. This includes the smartphone or device you are buying, plus your usage plan which tells you how many call minutes, SMS and GBs of data are provided. You can also find details on call types which are excluded from your call allowance.

Usage plans are often advertised by the amount of data which is included in the plan. Three customers can choose from plans starting at 4GB per month, going up to unlimited data with many options in between.

As well as detailing the nitty gritty of your usage plan, your contract will also specify your phone number and other useful details about the service you can expect.

Price changes

Three can change the cost of its out-of-allowance services at any time. If you are materially affected by the price change you may be able to terminate your contract early. Three can also change the price of Add-Ons and other additional services.

Cooling-off period

Three have a cooling off period of 30 days in which you can change your mind. However, this only applies to online purchases. Devices purchased at a bricks and mortar Three shop cannot be returned if you have changed your mind. However you should be covered by a warranty if the device is faulty.

What is in a Three mobile bill?

Your Three mobile bill tells you how much you owe this month for any extra services you have used in the previous month, plus your up-front charges for the month ahead. You can view and pay your bill online by logging into My3 on the Three website or the My3 app. If you prefer paper bills, they are available but cost extra.

  • Bill Summary – Shows the total amount owed for services used between the dates shown
  • My package – Which package you are on and its monthly cost
  • What I’ve used – This part has three sections which show your data, calls and SMS usage. It also shows which usage falls within your allowance and which usage is costing you extra

Paying your Three mobile bill

In most cases you will pay your bill by direct debit. You can also pay by phone, or on the Three website. Your bill can also be paid using the My3 app on your phone or tablet.

Late payment will lead to extra charges, and your service will be restricted if you are late with a payment. If you are having trouble with your bill it is important to contact Three. You may even avoid extra charges.

Cancelling your Three mobile contract

If you have a pay monthly contract, whether SIM only, or a plan which includes a smartphone or device, you are tied-in for the period of the contract.

Cancellation charges

You can cancel your plan within the first 30 days of your contract for any reason. After this cooling off period you will have to pay an early termination fee if you leave Three before your contract has ended. The early termination fee will total the entire remaining contract, minus a small discount of 3%. In some cases your early termination fee will be discounted by 10% if you are taking out a new plan with Three.

Managing your Three mobile account

Most account management tasks can be achieved using the My3 app on your smartphone or logging into My3 on the Three website. Alternatively you can contact Three by phone.

The Three website and My3 app allow you to view and download your bills, view your usage, pay bills and purchase additional Add-Ons. There is also help available through live-chat and a detailed help section.

Three Home Broadband contract and billing

Three home broadband is a little different to the broadband offered by other providers. Three broadband connects to Three’s 4G or 5G mobile network instead of using fibre optic or ADSL cables. Because of this there is no installation or phone line required.

What is in a Three Home Broadband contract?

Your contract will tell you what is included in your package. This will be either a 4G or 5G hub, plus any extras included in your package such as an Apple TV or Amazon Echo. Contracts last either 12 or 24 months and if you decide to leave your contract early you will need to pay off the rest of the contract, minus a small discount.

What is on a Three Home Broadband bill?

You can view your bill on the Three website or using the My3 app on your smartphone. Under Bill Summary, you can see what you owe and which package you are on. To check your usage, look at the What I’ve Used part of the bill. Bills can be paid by direct debit, using the My3 app, by phone or on the Three website.

Frequently asked questions

Will I pay more for my Three mobile plan out of contract?

With any mobile provider it is a good idea to make contact and change to a new plan when your contract ends. If your plan included a smartphone or other device, then part of your monthly payment is paying off the cost of the device. So it is important to switch to a usage-only plan or upgrade your handset so you are not paying more than you should.

How do I pay my final Three mobile bill?

Your final bill will be taken by direct debit as normal. If you have already canceled your direct debit, you can pay on the website, app, or by phone.

What if my account is in credit when I leave Three mobile?

If your account is in credit when you leave Three, you will receive a refund. This doesn’t apply to unused credit in the form of unused data or calls.

What if I can no longer afford my monthly bill?

If you are having trouble paying your bill you should contact Three. You can often get more time to pay and it may help you avoid extra charges or restrictions being placed on your phone.

How can I speak to Three mobile about my bill?

You can contact Three mobile by phone on 0333 300 3333 from a landline or 333 from your Three mobile phone. Three encourages its customers to make contact via the live-chat feature on its website.

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