User Guide for THREE models including: 4G Hub Home Broadband, 4G Hub, Home Broadband, Broadband
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DocumentDocumentHome Broadband Price Guide Effective from: 13.03.2024 1 Contents About this Price Guide ........................................................................................... 3 How to contact us ................................................................................................... 3 Our plans ................................................................................................................... 4 4G Hub ............................................................................................................... 4 4G Hub with Alexa ........................................................................................... 4 5G ......................................................................................................................... 4 SIM Only .............................................................................................................. 4 Unlimited ................................................................................................................... 5 Acceptable Use ........................................................................................................ 5 Control your spend ................................................................................................. 5 Final Bill Refund ..................................................................................................... 6 Other charges .......................................................................................................... 6 Early cancellation fee ..................................................................................... 6 Returns & Exchange Policy ........................................................................... 7 5G Hub Device .................................................................................................. 7 Increases to your Monthly Charge ..................................................................... 7 Recurring Payment Discount .............................................................................. 8 Your rights complaints ........................................................................................ 9 About this Price Guide This Price Guide defines the prices of our Home Broadband services, details of which can be found at three.co.uk/store/broadband/home-broadband r r r r three.co.uk/terms-conditions How to contact us r r r r r r r three.co.uk/accessibility r r r r Three Customer Services Hutchison 3G UK Ltd, PO Box 333, Glasgow G2 9AG © from 2021 Hutchison 3G UK Limited. A member of CK Hutchison Holdings. Registered office: 450 Longwater Avenue, Green Park, Reading, Berkshire, RG2 6GF. Published by Hutchison 3G UK Limited, trading as Three. All rights in this publication are reserved and no part may be reproduced without the prior written permission of the publisher. `3' and its related images, logos and names used in this publication are trademarks of the CK Hutchison Holdings group of companies. The contents of this publication are believed to be correct at the time of going to press, but any information, products or services mentioned may be modified, supplemented or withdrawn. The provision of any products and services by Hutchison 3G UK Limited is subject to Three's customer Terms for Service (available at Three.co.uk/terms). The customer terms will take precedence if there is any discrepancy with this publication. In the event of a discrepancy between this publication and information provided on Three.co.uk, other than the customer Terms for Service, this publication will take precedence. 3 Our plans With our pay monthly plans you're in control. Once you've chosen your hub, you can then choose how much you want to pay upfront and how long your contract will last. Your contract will last a minimum of 1 month, and you'll need to give us 30 days' notice to end this. 4G Hub Name Duration Unlimited Home Broadband 1 month Unlimited Home Broadband 12 month Unlimited Home Broadband 24 month 4G Hub with Alexa Name Duration Unlimited Home Broadband 1 month Unlimited Home Broadband 12 month Unlimited Home Broadband 24 month 5G Name Duration Unlimited Home Broadband 12 month Unlimited Home Broadband 24 month Price £30 £27 £22 Price £30 £27 £22 Price £34 £29 Upfront Cost £29 £29 £0 Upfront Cost £29 £29 £0 Upfront Cost £0 £0 Unlimited Unlimited Data Data Data Unlimited SIM Only Name Unlimited Home Broadband Unlimited Home Broadband Unlimited Home Broadband 4 Duration 1 month 12 month 24 month Price £35 £27 £22 Upfront Cost £0 £0 £0 Data Unlimited Unlimited With Unlimited data as part of your plan there are no hidden caps or limits when using your device within the UK. Unlimited data should give you all the access to the internet you would normally need without worrying about hefty bills, so you can use our service to your heart's content. Acceptable Use The Three Home Broadband Service is a domestic service and roaming will not apply. We are supplying you with indoor Equipment for use in your home. Should you roam with your Equipment you will be charged in line with our current Mobile Broadband Price Guide (available at three.co.uk/priceguide). We reserve the right to apply a surcharge and/or suspend your account in line with our fair use policy and in case of abusive use. Control your spend On all our Home Broadband plans featured in this Price Guide you have the ability to control your spend if you're worried about incurring additional costs. You can set up or change your spend cap with us at anytime just log into your My3 account. Then under Allowance and Price Plan, select Control Your Spending. Please note: If you put your SIM in a device that can also make and receive calls and texts, you will be charged for any calls made or texts in line with our current Mobile Broadband Price Guide (available at three.co.uk/priceguide). This is because these are always outside of your Unlimited Home Broadband plans. 5 Other charges Early cancellation fee We hope you don't want to leave us but if you do decide we're not right for you before your contract ends, we will charge you a fee for leaving us early. The Cancellation fee will be calculated as a lump sum equivalent to the total of the Monthly Charges remaining during the Minimum Term of your agreement less a variable discount, currently 3%. We reserve the right to vary the amount of the percentage from time to time. See calculation example below. Cancellation fee calculation example Monthly Charge Total of Monthly charges remaining during the Minimum Term Less discount of 3% Cancellation fee £25 £25 x 6 months = £150 £150 £4.50 (3% of £150) = £145.50 £145.50 Final Bill Refunds When you cancel your account, you won't be able to view your bills on My3 or the Three App, so we'll send you your final bill by post. If your account is in credit when it closes, you may be owed a refund. Any refund owed to you over 50p, will be refunded within 14 days of your final bill. This refund will be sent to the bank account linked to your Three account. If you settle your monthly bill by card payment, any refund owed to you will be refunded directly to your card. If your refund is less than 50p, a refund can be arranged by calling 0333 338 1001, or by using our Live Chat service. If we cannot refund your credit and it remains unclaimed for a period of 6 months, Three will donate this credit to our charity partner. Please note, not all types of credit are eligible for a refund. To find out more about our terms and conditions on refunds, please visit three.co.uk/terms-conditions 6 Returns & Exchange Policy If you return your hub used or damaged under our returns policy, we will charge you a fee based on the particular make and model. We may also charge for used, damaged or missing accessories. Full details of our Returns and Exchanges Policy can be found at: three.co.uk/support/device_support/returns 5G Hub Device If you decide to leave you must return your 5G Hub to us under our Terms & Conditions. If you don't return the hub a charge will be placed on your account. Full details of our Returns and Exchanges Policy can be found at: three.co.uk/support/device_support/returns Increases to your Monthly Charge The Monthly Charge for your package is the minimum price you agree to pay us for Three Services provided to you under your agreement, for the Minimum Term. Each April, your Monthly Charge will increase by 4.5%. We've shown an example in the following table of how this increase will work. For example: Monthly Charge until March 2024 Price A Monthly Charge from April 2024 to March 2025 Monthly Charge from April 2025 to March 2026 Price A plus = Price B Price B plus = Price C We've set out an example below, showing how this would work if your Monthly Charge is £20 £20.00 £20.00 + £0.90 (4.5% of £20.00) = £20.90 £20.90 + £0.94 (4.5% of £20.90) = £21.84 You can create a personalised example of what your new Monthly Charge could be by using the calculator found on three.co.uk/APC. This annual price change applies if you joined or upgraded between 29 October 2020 and 31 October 2022. See our Terms for Three Services for more information: Three.co.uk/terms 7 Recurring Payment Discount Our plans' prices include a £5 discount for paying by Direct Debit. Direct Debit is brilliant for you as payment will be taken automatically and your account will not be suspended if you forget to pay. You should maintain your Direct Debit whilst you stay as a pay monthly customer. If you cancel your Direct Debit you are still required to pay your bills by the due date. You can pay by credit or debit card and you will retain your discount if you simply allow us to store your selected payment method so we can charge you on your billing date each month. If you do not permit us to store payment details you will lose the recurring payment discount. Your rights complaints Remember, if you're unhappy about any aspect of our services, you can register your complaint: · via Live chat with a member of our Customer Relations Team at three.co.uk/support/how-to-complain; · by calling 333 from your Three phone (0333 338 1001 from any other phone); · by writing to Three Customer Complaints, Hutchison 3G UK Ltd, PO Box 333, Glasgow. We'll investigate any complaint in accordance with our customer complaints code, after which we'll contact you with the results. A copy of our customer complaints code can be viewed on our website at three.co.uk/complaints or is available upon request. 8 801167-98 HBB Price Guide 13.03.2024_V10 9
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