Leave Mobile Broadband
Looking to leave Three Mobile Broadband? While we’d love for you to stay, if you’ve made up your mind, we’re here to help make it as easy as possible for you.
First steps and important information
We’d recommend checking when your contract ends. Because, if you decide to leave us before the end of your minimum contract term, you may be charged an early termination fee. You can find out more about early termination fees in our price guides.
How to check your contract end date
Want to find out when your contract ends? Or joined us in the last 30 days but have changed your mind? Log into My3, or contact us on 0333 338 1082 or Live Chat.
You can also check your outstanding charges by logging into My3 or texting INFO and your date of birth (DDMMYY) to 85075.
Your leaving options
Letting us know you want to leave
Simply get in touch to give 30 days' notice.
Important: If you leave before the end of your contract term, you may be charged an early termination fee. You can find out more in our price guide.
Moving your number to a new network
Your Mobile Broadband service has a mobile number associated to it. Most customers don't need to keep it when leaving. However, if you do, you can take your number to a new network using a PAC - Port Authorisation Code.
If you want to take your number with you when you leave us, you’ll need a PAC. It lets you take your number to a new network and is valid for 30 days. It’ll be 9 characters long, made up of 3 letters and 6 numbers.
E.g. ABC277604
Here’s how to get your PAC:
Important: if you’ve got more than 1 number with us, please call 0333 338 1082 to get your PAC.
Contact us
You can get your PAC by contacting us on 0333 338 1082 or using Live Chat.
My3 or the Three app
Follow these steps to get your PAC on My3 or the Three app:
My3
- Log into My3
- Scroll to Manage your plan
- Scroll down to Leave Three, then click Get a PAC or STAC code
Three app
- Log into the Three app
- Tap Account
- Tap Leave Three
- Follow the on-screen instructions to get your PAC
Your PAC and its expiry date will then be shown immediately.
You can come back and check your PAC information at any time – it’ll be displayed under Manage your plan.
Text message
If you’ve only got 1 number with us, you can get your PAC by texting PAC and your date of birth (DDMMYY) to 65075.
E.g. PAC060385
We’ll reply with your PAC immediately.
If your PAC hasn’t arrived or you’ve requested the wrong code, please check our support page for more information.
How to use your PAC
ot your PAC? You’ve got 30 days to give it to your new provider. They’ll arrange for your number to be transferred to their network. You can either have your number transferred as soon as possible or pick a specific date.
Once this has been done, we’ll close your account.
What happens if you don’t use your PAC?
If you don’t give your PAC to your new provider within 30 days and haven’t asked us to close your account, it’ll stay open and active.
What to do if your switch fails or is delayed
If this happens, we recommend contacting your new network, as they’re responsible for moving your number.
Moving to a new network without your number
If you're moving to a new network, you have the option to transfer your service using a STAC - Service Termination Authorisation Code.
If you’re leaving Three and going to another network but don’t want to keep your number, you need a STAC.
It lets you cancel your mobile number with your current network when you change to a new one.
Your STAC’s valid for 30 days – all you need to do is give it to your new provider. They’ll do the rest.
If you don’t use your STAC, your account will stay open.
You can get your STAC by:
Contacting us
Call us on 0333 338 1082 or start a Live Chat to get your STAC.
Using My3 or the Three app
You can get your STAC on My3 or the Three app by following these steps:
My3
- Log into My3
- Scroll to Manage your plan
- Scroll down to Leave Three, then click Get a PAC or STAC code
Three app
- Log into the Three app
- Tap Account
- Tap Leave Three
- Follow the on-screen instructions to get your STAC
Your STAC and its expiry date will be shown immediately.
You can check your STAC information anytime – it’ll be displayed under Manage your plan.
Sending a text
You can get your STAC by texting STAC and your date of birth (DDMMYY) to 75075.
E.g. STAC060385
How to use your STAC
Once you’ve got your STAC, you have 30 days to give it to your new provider. When you do, they’ll arrange for your account to be switched to their network and give you a new number. They’ll also arrange for your Three account to be closed.
What happens if you don’t use your STAC?
If you don’t give your PAC to your new provider within 30 days and haven’t asked us to close your account, it’ll stay open and active.
What to do if your switch fails or is delayed
If this happens, we recommend contacting your new network, as they’re responsible for moving your number.
Final bill and other helpful information
Your final bill
You’ll get your final bill within 38 days of closing your Three account.
Your account will stay active until you use your STAC, and you’ll be billed for all your usage until your switch is completed.
Find out more about your final bill.
Your outstanding charges
You can check your outstanding charges by logging into My3 or texting INFO and your date of birth (DDMMYY) to 85075.
We’ll then send you a text with all the information you need.
What happens to my Connect Together discount if I cancel one of my lines?
Do you have 2 lines with us? If you cancel your main account within 30 days of taking out your second line, your Connect Together discount will be removed.
Got 3 or more lines with us? If you cancel your main account, the line with the next highest cost of ownership will automatically become your primary account. And your Connect Together discount will continue on any other applicable lines.
Find out more about Connect Together
Can I still access My3 after Ieaving?
Yes, you can log into My3 to view and pay bills for up to 6 months after leaving.
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