Your order FAQs

If you need to amend your order, call us free on 0808 258 0333, or 337 if you have a Three Business phone. Unfortunately, due to fraud prevention, we can’t change your delivery address once you’ve been credit checked. Instead, we can cancel the original order for you and create a new one with a different address, however this would require a new credit check.

These have been sent to the email address you registered with us.

We aim to deliver SIMs within 3-5 working days, via Royal Mail. If you’ve ordered a device, including a broadband hub, it will be delivered by DPD’s next working day service where available, when ordered before 1pm on a working day. The next working day service will depend on your location. DPD will contact you via text or email to confirm your delivery slot, with a link to re-schedule the delivery should you need to.

You’ll need to call us on 0808 258 0333, as you can’t return a product to a store. If you bought from us over the phone or online, you’ll have 14 days (or 30 days for Business Broadband) from receiving your device or accessory to decide whether to return or exchange it. If you bought in store, you won't be eligible for this change of mind returns policy. For more details, please see Three’s Return and Exchanges Policy.

To activate your SIM, simply insert it into a device and check for the signal bars to show. This can take up to 24hrs.

If you chose to get a new Three Business number, you can find this in the contract agreement we emailed you. We’ll also confirm your new number via email when we send your SIM.

This doesn't apply to 5G Business Broadband customers.

If you chose to keep your number and provided a PAC when you ordered, this will be organised for you and applied when your SIM is activated.

You can choose a date up to 30 days ahead to either bring your existing number to Three (by providing a PAC), or switching to a Three number (providing a STAC). This process won’t affect the date your Three Business services will start from.

Don’t forget to insert any new SIMs into a device ahead of your chosen date. To get a PAC from your existing network, text PAC to 65075. Then go to www.three.co.uk/support/switching, click ‘switch to Three’ then ‘I’m a business customer’, and follow the links to complete the online form.

We’ll send you your first bill within 7-10 days. If you’ve set up a Direct Debit, we’ll take payment from your account around 19 days later. This is the easiest way to pay. You can also pay by credit or debit card over the phone by calling us on 0333 338 1004, or 337 if you have a Three Business phone.

Your first bill/s will be higher than the usual monthly charge, as it will include the first month in advance, plus the days leading up to your allocated billing date.

This is because it includes 2 charges. The first is a one-off charge for the initial 2-8 days, which enables you to start using our services straight away, and the second is the first full monthly charge, plus any additional services used.

Download the My3 app, or register online. 

1. Go to login
2. Scroll down to ‘Register’ 

3. You’ll need your Billing Account Number (found in the email we sent you), your email address, and the contact number you gave us when you made your purchase. Once registered, you can track your balance and out-of-bundle charges, view your bills, choose Add-ons, manage your Spend Cap, upgrade, or add more lines.