Frequently Asked Questions

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Billing

With Three, you generally receive your first bill within three to six days of joining us. This first bill covers those days’ line rental, plus your next month’s line rental in advance. The total cost is from the date you joined Three up until your next billing date which is shown on the top right corner of your bill.

Your second and subsequent bills will then just be for the following month.

So you’ve just joined Three. You’re loving your brand new smartphone. Then your bill comes, and gives you a surprise.

There are a few reasons your bill might be a little higher than expected.

The first thing to do is check if you’ve used up all your flexi-units. These are the minutes, texts or internet allowances that came with your allowance. You might have been charged for calls, texts or data that you’ve used over this amount. If you have, anything you’ve been charged for will show up in the itemised section of your bill as ‘Excluded’.

Also, there are some things will always incur a charge:

  • Calling freephone numbers
  • Calling anyone whilst abroad (unless you have an add on)
  • Dialling international numbers (unless you have an add on)
  • Sending texts to shortcodes
  • Sending picture or video messages
  • Calling directory enquiries
  • Calling voicemail, if you’re on a Flex max price plan. If you're on any other price plan you won’t be charged for checking your voicemail.
  • Upgrading your bill pay device
  • If you don’t pay your bill via direct debit, there is an admin fee.

Bill pay customers can check their allowances any time. You can see your flexi units, 3 to 3 calls, mobile data, and any remaining add ons. You’ll also be able to see how much you’ve spent outside of your allowances since your last bill.

  • Using My3 - On the web, just log in to My3 and click ‘My monthly allowance’.
  • Using the My3 App. Just tap the ‘Current Balance’ tab.
  • Dial 1913 from your mobile and you’ll hear your current allowances
Online:

Login to My3 Account at by clicking here and click “My Account Balance” or download the My3 App and just tap the “Current Balance” tab.

Phone:

Dial 1744 from your mobile and you’ll hear your current balance or dial 1745 and your current balance will be shown on your mobile screen.

You can check your allowances any time. On the web, just log in to My3 and click “My monthly allowance” or in the My3 app, just tap the “Current Balance” tab.

You can see your flexi units, 3 to 3 calls, mobile data, and any remaining add ons. You’ll also be able to see how much you’ve spent outside of your allowances since your last bill.

With Three, there are lots of really handy ways to pay. All you have to do is choose the way that suits you best.

Pay by card in My3:

Pre-register a credit or debit card and then use this to make payments each time your bill is due. Payment is processed straight away. Click here for details on how to set up a debit / credit card in My3.

By Direct Debit:

The simplest way to pay your bill is to set up a Direct Debit to automatically pay. You’ll save €4.57 inclusive of VAT every month. Click here for information on How to set up a direct debit how to set up a direct debit

Post Office:

Pop into your local Post Office with a copy of your bill. They will scan the barcode on the front of the bill and you can pay over the counter. It’s that easy! Payment will reflect on your Three account the next working day.

Tip: Paying every month by direct debit will save you €4.57 a month in admin fees. Take the hassle out of bills with mybills.ie Mybills.ie from An Post is a quick, clever way to pay your bills from home. All you need is a debit card and your Three account number (beginning 8xxxxxxxxx) from the front of your bill. Click here to find out more.

By Phone:

You can pay using a valid credit or debit card when you call 1913. This is an automated payment line – the first time you call you enter your card details and payment is taken from this card. You can then choose to save the card for future reference so you’ll only have to enter the last four digits of the card number the next time you want to use it. You can save up to four cards. Just follow the easy instructions on the payment line – you will need to have the date of birth of the account holder to hand.

Note – if you are a mobile broadband customer or a voice customer and are not calling from your Three mobile, you will to have your Three mobile number handy when calling our automated payment line. It starts with 083 and can be found on the white card your SIM came on or on your bill.

Online Banking:

Take the hassle out of bill paying. Set up payment with your bank using these details:

  • Sort code: 99-02-31 
  • Account number: 00319301
  • Your Three account number (see front of bill) as a reference.

Or

  • IBAN: IE30HSBC99023100319301 
  • BIC: HSBCIE2D 

Use your Three account number (see front of bill) as a reference. Please allow three working days for the payment to be processed to your Three account.

The easiest way to get a copy of your bill is through My3. It's also free! Just login and clickBilling and Payments. You'll see a summary of your last bill. Under the summary of your charges click Printable version to see a printable copy of your bill. If you want a copy of an older bill scroll down to My bills and click the printer icon beside the bill.

Your first bill, simplified.

Your first bill covers you from the date you joined Three up to your billing date (see the top right corner of your bill) and also charges you for your first full month. That’s the reason why your first bill will be slightly higher than expected.

When will I get my first bill?

When you join Three, your first bill will close 3 days after the date you joined, on our next available bill cycle. Your first bill will be available to view online or will be in the post within 5 days of that first bill date.

At Three, we have 28 billing cycles (Days 1-28). Here’s how it works:

Example 1:

You join Three on the 1st January. Your first bill is due to close 3 days after this date, 4th January. As we do have a bill cycle on the 4th January, your first bill will close that night at midnight. If you’re on paperless billing you’ll be able to see your bill online, or it will be in the post, within 5 working days of your bill cycle date.

Example 2:

You join Three on the 27th January. Your first bill is due to close 3 days after this date, 30th January. As we don’t have a bill cycle on the 30th January, your first bill will close at midnight on one of the next available bill cycles (i.e. 1st, 2nd or 3rd of February). If you’re on paperless billing you’ll be able to see your bill online, or it will be in the post, within 5 working days of your bill cycle date.

When you join Three, your first bill will close three days after the date you joined, on our next available bill cycle. Your first bill will be available to view online or will be in the post within five days of that first bill date. At Three, we have 28 billing cycles (Days 1-28). Here’s how it works:

Example 1:

You join Three on the 1st January. Your first bill is due to close three days after this date, 4th January. As we do have a bill cycle on the 4th January, your first bill will close that night at midnight. If you’re on paperless billing you’ll be able to see your bill online, or it will be in the post, within five working days of your bill cycle date.

Example 2:

You join Three on the 27th January. Your first bill is due to close three days after this date, 30th January. As we don’t have a bill cycle on the 30th January, your first bill will close at midnight on one of the next available bill cycles (ie. 1st, 2nd or 3rd of February). If you’re on paperless billing you’ll be able to see your bill online, or it will be in the post, within five working days of your bill cycle date.

To save you going over your monthly allowance, remember these services are not included:

  • Voicemail (Flex-Max price plans ONLY).
  • International calls and texts.
  • Calls and texts made or received while roaming.
  • Calls and texts to and from premium rate service providers (usually those with short codes for TV voting, charity donations, ringtones etc.) 
  • Calls to Directory Enquiries.
  • Calls to 1850, 0818, 1890 and other numbers beginning with 15.

Tip: See our online Price Guide for a complete list.

Your contract is made up of a price plan chosen by you and the price plan rules which relate to your plan plus the minimum term shown in the plan (normally 12/18/24 months). If you are a bill pay customer, your contract starts from the date we connect you to the Three network. If the minimum term of your plan has completed we will continue to provide you with service until either party decides to end the contract. Either party can end the contract – you may do so by giving us 30 days notice by calling us on 1913 or on +353 83 333 3 333 if calling from abroad.

If you cancel your contract before the end of the minimum term you will have to pay a cancellation fee known as an Early Termination Fee (‘ETF’). This is normally the monthly recurring charge shown on your price plan multiplied by the number of months (or part months) left on your minimum term. We will tell you what this ETF will be when you get in touch.

Additionally, if you purchased through our websales, telesales or upgrades channels – under the Consumer Information Regulations, we will give you a 14 day cooling off period. During this period you may cancel your contract without giving a reason and without incurring charges, other than those charges incurred in returning the newly purchased device.

Please see section 4.4 of the Customer Terms and Conditions (the ‘Rules’) for other circumstances whereby you may be in a position to cancel your contract.

Device Help

Don’t panic! Contact our Customer Services Team immediately on 1913 and report your device lost or stolen. We’ll suspend your account to ensure that there is no (further) unauthorised usage. You should then report the incident to the Gardaí and get a Crime Reference Number.

If you’re abroad, call our Customer Services Team immediately on +353 83 333 3333. We’ll do all we can to help (in a language you understand!).

If you have Three SOS Insurance, you need to contact Pier Insurance within 48hrs on their claims hotline: 1890 930 333. You should complete a Claim Form and have it stamped by the Gardaí, or the local Police authority if you’re 

We’ll send you an email as soon as your order has been shipped. This email will include a link to the Nightline tracking website. Enter your order number and surname and click ”Submit” to start tracking your order.

There are two ways for you to connect to the internet on your phone. You can connect by using our network or Wi-Fi.

If your phone came directly from Three, you shouldn't need to do anything to use our network to connect to the internet. All our phones come ready to connect. If you're having trouble, you'll need to make sure that our network is enabled and the internet settings are correct. Also, if you're not using Wi-Fi you should switch it off to avoid connection issues and save your battery.

If you're using a non-Three phone, you'll need to update your internet settings.

To check your internet settings:

  1. From the home screen, tap Settings
  2. Tap More settings
  3. Tap Mobile networks
  4. Tap Access Point Names
  5. Tap 3 and make sure the settings are:
    • Name: 3
    • APN: 3ireland.ie
    • Username: None
    • Password: None
    • MMSC: http://mms.um.3ireland.ie:10021/mmsc
    • MMS proxy: mms.3ireland.ie
    • APN type: default,mms,supl

If you can't see 3, tap Menu then New APN and enter the details above

We've put together handy ‘how to’ guides to help you get started. They cover a range of device help topics from setting up your internet / email, to syncing files or updating software. You'll also be able to watch helpful FAQ videos and review detailed technical specifications for your specific device. Click here to access our device guides now.

To edit APN/MMS settings go to Settings > Wireless Network > Mobile Network. When you've done this click Access Points and select the Three option. 

And voila!

APN Details: 

  • Name:
  • APN: 3ireland.ie 
  • Proxy: Not Set 
  • Port: Not Set 
  • Username: Not Set 
  • Password: Not Set 
  • Server: Not Set 
  • MMSC:http://mms.um.3ireland.ie:10021/mmsc
  • MMS Proxy: mms.3ireland.ie or 217.171.129.2 please change if one does not work 
  • MMS Port: 8799 
  • MCC: 272 
  • MNC: 05 
  • Authentication Type: None 
APN Type: Internet and MMS 

You find Data Roaming by going to Settings > Mobile Network > Data Roaming. Once here you'll have the option to ‘Disable’, ‘Select National Roaming’ or ‘All networks’. While in Ireland you should set it to National Roaming. While abroad, it should be set to either ‘Disable’ or ‘All networks’ if you want to use data while you're away. Bon voyage!

If you bought your phone from another network, you might need to get it 'unlocked' before you can use it with a Three SIM. To do this you’ll need to contact your previous network provider and request for your phone to be unlocked. If you have a phone that you've bought from Three, we'll unlock it for you if you meet our eligibility rules.

For Bill Pay customers:

  • Your account is not currently suspended by Collections or our Customer Protection Team.
  • You are a voice customer (we don’t issue unlock codes for broadband customers).
  • If you have completed your contract period and not upgraded, we'll issue the unlock code, for the original/previous phone, free of charge.
  • If you are still within your minimum term, you'll have to make an advance payment equivalent to the total of all the monthly charges still remaining before we will issue your unlock code.

For Prepay customers:

  • You are a voice customer (we don’t issue unlock codes for broadband customers)
  • You‘ll need to have topped-up your prepay account by at least €130 before we will issue your unlock code. This doesn’t include any bonus or promotional credit.

To request your unlock code, please go to click here and submit your request. Please ensure you complete all fields in full.

Click here to submit your unlock code request now. Enter your name, address, date of birth and email.

Select whether you’re a Prepay or Bill Pay customer and enter your mobile number and memorable word. If you’re a Prepay customer you’ll also need to enter your last top up amount and method and a number you contacted within the last seven days. Enter your IMEI and click Submit.

Broadband

Three have Internet filtering schemes to block certain content from users. These filters are designed to protect minors from accessing adult material. The filters are turned on by default when anybody purchases a mobile.

To verify your age you can either:

  • Please use our Live Chat Service from 7am till midnight seven days a week, or use the Contact Us link where you’ll receive a response within four working days.
  • Walk in to a store with a valid ID proof to prove that you are above 18 years

If you are a Prepay customer:

You will also need to have registered your personal details with us – you can do this in the My Details section on My3. Once you have done this, send us an email requesting that internet mobile filters are removed. We normally action this within 24 hours and will send you a text message to confirm when we have done this.



If you don't buy an add-on once you’ve topped up, your internet usage will be charged per megabyte (which can be a little pricey). To get the best value, make sure you always choose an add-on. Go to My3 Account. In My monthly allowance section, click “View and Buy Add On” and choose the add-on you want for a day, week, or month.

Ok, so the first thing you should know is that every Mobile Broadband dongle or MiFi from Three has its own unique number, just like a mobile phone. Inside your tablet, dongle or MiFi, you’ll find a SIM card with its own personal number. This is your Three Mobile Broadband number and always starts with 08

You’ll need this if you want to sign into My3, our handy self-service tool; if you have text messages sent to your device or if you want to call us to make a bill payment. And it helps our call centre agents to sort out your query more quickly when you call us.

There are lots of places where you can find this number:

  • On your SIM holder in the left hand corner
  • At the top of your bill (if you’re a post-pay customer)
  • If you have a broadband device that has 3Connect software installed on your computer, open this and click ‘My3 account’. You’ll see your Mobile Broadband number on this screen.
  • If you have a MiFi, a B683 router or broadband with an online dashboard: when you’ve got your modem connected to your computer, enter the web address http://192.168.1.1 or http://3.home into your browser. On some models, your Three broadband number is displayed at the top left of the screen.
  • If you’re using a tablet or iPad you’ll find it in ‘Settings > General > About’. Your number should be listed beside ‘Cellular or Mobile Data Number’.

Mobile broadband uses a radio signal. The strength of signal will vary depending on where you are, the weather conditions, even the construction of a building! If you need a stronger signal and faster download speeds, here are some things you can try:

  • Treat your dongle like an aerial. Consider the positioning! (upstairs rooms will be better than one in a basement flat).
  • Use the USB cable that came with your dongle to help reduce interference from your computer. This should make your signal stronger.
  • Some rooms get a stronger signal than others, depending on the thickness of walls. The more windows in the room, the better.
  • Think about buying a wireless router, which can relay the signal. Just find a room with good signal strength; plug the dongle into the router, and up to four computers in your house (or office) can connect.
  • Use Three’s coverage checker to check out the quality of service you can expect in your area.

Surf’s up! 

Keep an eye on your usage to avoid going out of bundle. Even if you go over your data allowance, you may still be able to access the internet, but you’ll be charged at out of bundle rates (which can be a little pricey!).

Bill Pay customers:

To check your usage, go to My3 click on “Check your allowance and usage” in My monthly Allowance section' where you’ll be able to see your remaining data allowance. That way, you’re always in control.

Prepay customers:

To check your usage, go to My3 click on “Check your account balance in My Account Balance section” where you’ll be able to see your remaining data allowance. That way, you’re always in control.

Sorry, no. Unused data can’t be carried forward, as your allowance is refreshed on each billing date.

Bill Pay:

If you go over your data allowance, you’ll be charged an out-of-bundle rate. Call us on 1913 to see if a different data price plan might suit you better.

Prepay:

As a Prepay customer it makes sense to buy a broadband add on, which gives you a fixed amount of data for a fixed period at a fixed price. If you access the internet without an add on it can be pricey. It doesn’t take a rocket scientist to work out which choice is better value!

Roaming

Yes. If you’re going abroad the easiest way is to top up online, there’s a couple of options.

Online:

To top up without registering go to Instant Top Up. Enter the mobile number you want to top up and select the top up amount. Click Continue and enter your details and payment information.

Use the Topping Up > Top up with Payment Card section of My3. Before you go, you’ll need to register your debit or credit card details so you can pay. Then while you’re abroad, select the Topping Up > Top up with Payment Card section in My3, choose the amount of credit you want and click “Buy” (it’s that simple). We’ll send a text message to your device, to let you know when your transaction is complete and you can start to use your credit right away.

Bank:

Three customers who have an AIB bank account are able to top-up, when signed onto their internet banking account, in ‘Mobile Top Up’ section of www.aib.ie or on AIBs mobile app. Bank of Ireland customers can also top-up when signed into their internet banking account or through Bank Of Ireland’s mobile app.

Voucher:

Buy top up credit vouchers at home before you go. You can then activate your top up by dialling +353 83 3333444 (Prepay voice customers) or +353 83333333 (Flexi Fix customers) and follow the instructions.

Bon voyage!

We’ve got you covered wherever you go! View our handy interactive coverage map.

Signal strength can vary depending on your distance from a mast and the location of your house, particularly if there any obstructions between your house and your serving site like large buildings, forests, hills. A building's construction and any temporary structures, like cranes, can also affect the strength of the coverage you get. You can check our coverage checker to find out if the coverage in your area has improved.

If you're having signal problems, these tips might help you:

On your phone:

  • Try sitting near a window.
  • Try using your phone in a different room as some rooms get a stronger signal than others, depending on the thickness of the walls.
  • Try switching your phone off and back on again. Make sure you have enough battery life as this can affect signal strength.
  • Make sure you have the latest software release for your phone.

Some phones are better at picking up signals than others. If you're still having problems with your signal, you can try our troubleshooter and select your specific phone.

Using Mobile Broadband:

To make sure you get the best from your dongle, MiFi or tablet with a 3G SIM, treat it like an aerial. You should think about positioning, so placing it upstairs may be better than downstairs. Using the USB cable that came with your dongle will help to reduce interference from your computer and should make your signal stronger.

Try using your dongle, MiFi or tablet with a 3G/4G SIM in different rooms. You may not get the best service in the room with the strongest signal; a quiet site may serve part of your home/office and give the best service. Our network is always improving and we're constantly working hard to improve phone and Mobile Broadband signal across the country.

Roaming lets you use your Three services in other countries outside the Republic of Ireland. It gives you the freedom to use your phone or device just like home, but in some cases you’ll pay different charges.

If you are using your phone in border areas and want to avoid inadvertent roaming, we advise that you make sure your network settings are set to Three. You can do this manually - see instructions here.

You can find a complete list of roaming charges on our website. Click here to visit our Roaming Rates section.

Note – there is a default limit on data roaming which Three applies by default unless you choose otherwise From the 1 July, 2012 a €50 (excl VAT) i.e. €61.50 (incl VAT) per monthly billing period will be applied to all accounts. Customers can at any stage call customer care to set their data limit at their preferred limit.



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If you wish to submit a suggestion on how we can improve our service, or if you are unhappy with the service you have received, please contact us.

If you do not find the answer to your question listed in our FAQ's, please visit our 3Community and ask a question. We will do our best to respond to your inquiry as soon as possible. If you prefer you can contact one of our agents directly through the chat link provided.

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Find answers and connect with the Three community. We are here to help and the members of the Three Community can answer your questions.

Still can't find the answer

Can’t find the answer you’re looking for in our FAQs? Try asking over on our 3Community, we’ll get in touch with you as soon as possible. You can also call us Monday to Friday between 08.00 and 20.00, Saturday and Sunday 08.00 to 18.30 and Bank Holiday 09:00 to 18:30 on Freephone 1913.

If you have questions about the 3Money Prepaid MasterCard, click here.

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