Three home broadband customer service and cancellations

Author: Emma Davenport

Last updated: 12 August 2025

Contact Three customer service

Having issues with your Three 5G or 4G Hub? Here’s how to get help quickly:

Three home broadband phone number

Three Broadband Customer Service number: 0333 338 1001

Three home broadband live chat

Live Chat (open 8am - 10pm Monday to Friday, and 9am - 8pm Saturday and Sunday)

For the most effective help make sure you have your details ready including:

Your account number
Your router serial number
Your home broadband number

How to find your Three home broadband number

On a device connected to your broadband, visit 192.168.8.1 in your web browser

Enter the password found in the back/base of your Home Broadband Hub

Select ‘My device’

Your broadband number can be found under ‘My number’

Three Community Forum

Before calling Three or logging in for a live chat with customer support, the Three Community Forum may be a quick and easy way to find answers to technical questions or get advice from fellow customers.

Complaints and escalations

You can try social media for a quick response:

Twitter / X - @ThreeUKSupport
Facebook - https://www.facebook.com/ThreeUK/

or for more time-sensitive issues, call Three customer support on 0333 338 1001 or use Live Chat.

Three broadband address

Write to:
Three Customer Complaints
Hutchison 3G UK Ltd
PO Box 333
Glasgow
G2 9AG

Ombudsman Services: Communication

If you aren’t happy with any final resolutions, and it’s been over 8 weeks since you raised a complaint, you can get in touch with an Alternative Dispute Resolution Scheme.

What to do before you complain to Three

Check your broadband contract. This will note variations on speed if you’re experiencing slow connections.

Troubleshoot with technical support guides and videos, look through the Three Community Forum and check the Three App for helpful hints.

Document everything. Keep a record of times and calls. Remember to take customer service names. Document speed test records that can help if you need to escalate a complaint.

Cancel Three broadband contract

If you’re out of contract, cancelling Three broadband is a simple process. You can find a new deal to switch to, and your new provider will be responsible for informing Three you’re leaving.

If you’re still in contract, you will be charged an early termination fee.

How to find a new broadband deal

Use Broadband Genie’s deals checker to easily find an alternative broadband service.

Try it now, using our postcode checker:

Here are today’s best broadband deals:

Dynamic deal panel

Check your contract status

Signing in to your My3 broadband account is the easiest way to find your Three contract end date. Then:

Select 'Upgrades and offers'
Select 'Check if you can upgrade'
You should then see your contract end date under 'Minimum term'.

On rolling monthly deals, there’s no termination fee, but you must give 30 days’ notice.

Cancelling Three home broadband in contract

Leaving early means paying a fee: your monthly charge for each month left, minus 3%.

Example:
Monthly Charge - £25
6 months left = £150
Minus 3% (£4.50) = £145.50 cancellation fee

Fees may be waived for bereavement or moving outside Three’s 4G/5G network coverage area.

Cancelling Three home broadband out of contract

If you want to switch to another broadband provider, One Touch Switch is the easiest way. Simply choose your new provider and package and click ‘Get Deal’ to start your transfer. Your new provider will be responsible for getting in touch with Three to cancel your current broadband account.

If you wish to cancel Three but aren’t looking to switch, you will need to give 30 days’ notice and get in touch with customer support. This includes those on a rolling monthly plan. Adequate notice is needed so you’re not charged for the next month.

Cooling-off period

New customers signed up to Three’s Home Broadband service have a 30-day cooling-off period from receiving your hub.

Cancel by completing the form and returning your hub in the pre-paid returns bag.

If signed up to Home Broadband in a Three Store, you must cancel in-store.

Return Three broadband Wi-Fi router

You’re allowed to open and turn on your broadband hub to inspect it, but the device must not show any signs of damage or unreasonable wear and tear.

It must be returned using a pre-paid returns bag that will be sent to you.

If you don’t return the hub, a charge will be placed on your account:

Example of charge for non-returned equipment (Three 5G Hub)
Return Period	Fee
Inside cooling-off period	£350
Outside of cooling-off period	£105

4G Hubs and eero devices don’t need to be returned after cancelling. But remember to recycle electronics responsibly.

Common home broadband issues and quick fixes

No service or “network down”
Check for planned outages on the Three network status page to see if maintenance is scheduled.
Router not working, losing signal or slow speed
Restart your router. See Broadband Genie’s guide on how to improve broadband speed for more troubleshooting tips.
My3 login issues for broadband accounts
Check you’re registered and have a valid log-in. Remember to check your spam folder for any forgotten password reset emails. Three also has more tips on technical issues, such as 2-Factor Authentication.

Alternatives to cancelling

Downgrading to 4G or upgrading to 5G

If you’re moving to an area with different network coverage, we recommend you speak to Three customer support. It may be possible to switch your broadband plan.