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Help with your monthly payments

Have you fallen behind with your monthly payments? Or are you worried about making your next payment on time? Whatever your situation, we have a range of options available for you. 

If you’re a business customer and need help with your monthly payments, please see our business billing support. 

How to contact us 

Worried about both your Airtime and Device plan? Please get in touch with us, and we’ll go through the available options with you. 

Need more support? 

If you have a disability or are in a vulnerable situation, we have some tailored support options available. For more information, please get in touch with our wellness team.

Need specialist support?

If you need specialist debt advice, budgeting tips, or help with your finances, there are several organisations that may be able to help. 

Financial help

Has a Debt Collection Agency contacted you?

If they’ve been in touch about an account with us, find out what you need to do next.

Find out more about Debt Collection Agencies

Worried about your credit file?

If you’d like to find out how your credit file will be affected by late or missed payments, we’ve got everything you need to know. 

Find out more about your credit file

Understanding your plan 

We have a range of Pay Monthly plans available, so the first thing you need to know is which one you’re on. You can check your plan details by logging into My3 or the Three app. You can also find this information on your monthly Airtime bill or Device plan agreement.

Making a payment

You can pay your Airtime and Device plans through My3 or on the Three app.

Find out more ways to pay your Airtime bill.

More ways to pay your device plan bill. 

Making additional payments towards your repayment plan

If you have a repayment plan set up, you can pay additional or partial amounts before your payment due date.  

For your Airtime bill, you can make additional payments in My3 or on the Three app. You can also give us a call on 400 from your Three phone. 

For your Device plan, you can make additional payments by speaking to us on Live Chat or by calling us on 333.

Staying on track

Fallen behind with your payments or worried you can’t make your next one? We have a range of help and support options available:

Options to help with your Airtime and Device plan

Keeping track of your account

You can view your Airtime bill and usage on My3 and the Three app anytime.

You can also view information on your Device plan, such as seeing your overall balance, number of instalments remaining, and the due date for your next payment. 

Promise to pay

If you can’t make your payment on time, we may be able to offer you a payment extension.

Find out more about setting up a promise to pay

Change your payment date

Would a different payment due date help you make your monthly Airtime or Device plan payments? Get in touch, and we’ll help you pick a date that works for you.

Set up a repayment plan

If you’ve fallen behind with your payments, we may be able to set up an affordable repayment plan for you. 

Find out more about setting up a repayment plan

Important: We can only set up a repayment plan for your Airtime after you’ve missed a payment. 

Get financial help

Money problems can be a huge worry. And sometimes, the best thing to do is speak to a financial specialist.

Options available for your Airtime plan

Change your price plan

Do you run out of data every month and always need an Add-on to give you a boost? If your plan isn’t working for you, did you know you can change it? This isn't the same as upgrading - your contract term will stay the same.  

Important: You can’t change your price plan before your Airtime payment due date. So, this wouldn’t be the best option for you if you think you’re going to miss your next monthly payment.  

Cancel Add-ons you don’t need

An easy way to save money on your monthly bill is to cancel any Add-ons you no longer need. You can check and cancel them using My3 or the Three app or by getting in touch with us.

Add or lower a Spend Cap

A Spend Cap is a great way to control your monthly spend. It lets you limit your spending on things not included in your monthly plan. 

Find out more about Spend Caps

Move to Pay As You Go

Switching to Pay As You Go may be your best option if you’re having trouble making your monthly payments.

Pay As You Go lets you top up when you can afford to and removes that set monthly cost.  

Important: If you’re still within your minimum contract term and move to Pay As You Go, you’ll need to pay an Early Termination Fee. You can find out more about this in our Price Guide and Pay Monthly terms.

Options available for your Device plan agreement

Income and expenditure

If you give us a call or use Live Chat, we can use a budgeting tool to help you get a clear view of your finances. You can also get help and support with your finances from specialist organisations.

Get help with your finances

The following companies can offer you professional help with your finances. They can give free advice, help with budgeting, and some debt advisors can even speak to the companies you owe money to.

Find a debt advisor

Find a debt advisor near you by:

Step Change

Step Change offers free, flexible debt advice based on an assessment of your situation. Once they’ve done their assessment, they’ll give you practical help and support for as long as you need it.

Breathing Space

This free government scheme stops you from being chased for debts for up to 60 days while you get your finances in order.

National Debtline

If you live in England, Wales, or Scotland, call 0808 808 4000 or go to nationaldebtline.org for debt advice and information.

Advice NI

If you live in Northern Ireland, you can get debt advice by calling 0800 915 4604, emailling advice@adviceni.net, or visiting adviceni.net.

Business Debtline

If you're self-employed and have a small business, you can get free, confidential advice from Business Debtline. Find out more at businessdebtline.org or call 0800 197 6026.

AdviceUK

Member centres offer debt advice, including specialist advice for minority communities and people with disablilities. Find out more at adviceuk.org.uk or call 0300 777 0107.

Citizens Advice

For advice and information about debt and other topics, visit your local Citizens Advice centre or go to citizensadvice.org.uk.

Christians Against Poverty

For free debt advice in your home, check your postcode at capuk.org then call 0800 328 0006.

Credit file

Want to know how missed payments or our payment support options will affect your credit file? Here’s everything you need to know:

Late payment

This is when you make a payment after your agreed payment date. 

Missed payment

This is when you don’t make a payment that’s due on your account. If you’ve missed a payment, the amount missed is known as arrears. 

Will a late or missed payment show on my credit file?

We report all late or missed payments, and they will show on your credit file. This may impact your credit score, making it more difficult or expensive for you to get credit in the future. 

If you're able to pay off your arrears through a one-off payment, a promise to pay, or a repayment plan, you’ll bring your account back up to date and this will show positively on your credit file.

Find out more about your credit file and late payments at experian.co.uk/consumer/guides/late-payments

If you can’t make your monthly payment(s) on time, we may be able to offer you an extension.  This extension’s known as a promise to pay and is where you agree to make your monthly payment(s) after its due date. 

A payment made after your due date would usually be considered a late or missed payment and have a negative effect on your credit file. But by setting up a promise to pay and making the agreed payment on the agreed date, you’ll bring your account back up to date. And this will show positively on your credit file. 

To find out more about setting up a promise to pay, please get in touch with us. 

A repayment plan lets you pay an affordable amount each month until you clear your outstanding debt or until your circumstances change.  

This type of arrangement will show on your credit file, and other companies or lenders will consider it when making lending or credit decisions. 

If you clear your outstanding balance at the end of your repayment plan, this will bring your account up to date. And will show as a positive factor on your credit file. 

If you have an outstanding balance left at the end of your repayment plan, the remaining arrears will show on your credit file. They’ll start to be reported as missed payments, which will make it more difficult or expensive to get credit in the future. So, it’s important to get in touch with us at the end of your repayment plan to check your options.  

We’ll contact you by email, text, and by mail using the contact details registered to your account. 

Any missed or late payments will be reported to your credit file, making it more difficult and expensive to get credit in the future. 

If you don’t contact us to discuss your options and keep missing payments, we may cancel your Airtime account(s). If this happens, will be noted on your credit file. 

If you don’t make your Device plan payments and we decide to cancel your account, we’ll add a default to your credit file. This will stay there for 6 years, and will also make it more difficult or expensive to get credit in the future. 

We’ll let you know before we cancel your account and add the default to your credit file. We want to give you enough time to make a payment or contact us to try and find a solution. 

If we cancel your account, we may transfer the full balance you owe us to a Debt Collection Agency. They’ll manage the debt and contact you to set up a repayment plan.  

For more information on defaults, visit experian.co.uk/consumer/guides/defaults

Find out more about what can affect your credit score.

You can also find out more about missed Airtime plan payments in our Pay Monthly terms. 

For missed Device plan payments, please check sections 6 and 7 of your Fixed Sum Loan Agreement for your Device plan agreement. This is the document that you signed when you bought your device, and we emailed to you.

Debt Collection Agencies

A DCA is a company that collects outstanding balances on behalf of another company.

We may send your account to a DCA if:

  • You’ve missed several consecutive payments, and we’ve not been able to speak to you about your repayment options.
  • You’ve missed several consecutive payments, and we’ve not been able to find a repayment solution that suits you.

Once we’ve sent your account to a DCA, you should contact them directly.

The DCAs we work with can do an income and expenditure assessment to help you understand your finances. They’ll also help you choose an affordable repayment plan that’s right for you.  

If your circumstances change, the DCA can update your repayment plan to ensure it still suits you.

Important: If you’re in a vulnerable situation, please let the DCA dealing with your account know so they can give you the support you need.

They’ll get in touch by email, letter, or text using the contact details we had for you when we sent your account to them. They’ll let you know they’re now managing your account and how much you owe.

The DCA managing your account will include their contact details in the emails, letters, or texts they send you. But here’s a list of the DCA’s we use and their contact details:

Ardent (Debt and Revenue Services)

Telephone: 0151 545 1500 

Website: my-drs.co.uk/get_in_touch

Credit Resource Solutions (CRS)

Telephone: 0142 232 4510

Website: paycrs.co.uk

Creditlink Account Recovery Solutions (CARS) 

Telephone: 01256 512 500

Website: carsuk.org/how-to-contact-us

Past Due Credit Services (PDCS)

Telephone: 0131 447 0554 

Website: pastduecredit.co.uk

Your Airtime and Device plans are different accounts, and you may have more than one Airtime or Device plan. If you miss payments or fall behind with any or all of them, they may be sent to different DCAs. 

Each DCA will still collect on our behalf and will be in touch to find a repayment solution that works for you.

We hope this will never happen – the DCAs we use are regulated by the Financial Conduct Authority (FCA). They must comply with the FCA’s rules and requirements to ensure everyone’s treated fairly.  

We regularly check how the DCAs that we work with interact with our customers, too.  

If you’ve been treated unfairly by a DCA, you can raise a complaint with us.

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