topic Re: Declined text payment in Account and services

Declined text payment

Fearne2025 — Tue, 20 May 2025 17:23:50 GMT

Hi, I have just tried to pay for something using the text service where it charges me £5 but it was declined.

also, I have cancelled my broadband hub and have received an envelope etc to send it back, can you tell me why I need to do this when my contract is all complete and paid for please.

Re: Declined text payment

Paddiewack — Wed, 21 May 2025 07:11:39 GMT

Firstly if you’re talking about Three pay I’d suggest you contact customer service because I’m sure it depends on your credit limit and what you’re buying. Secondly unless you had a device plan whereby you had a separate direct debit to buy your hub it was effectively on loan to you for the duration of your plan and now that plan has ended you need to return it. In other words you were paying for airtime rather than the device.

Re: Declined text payment

JonathanB — Thu, 22 May 2025 13:08:16 GMT

Hi @Fearne2025,

Sorry to hear this, can you explain a bit more about what happened with the text? You received a text to say that a payment was declined, or you didn't receive the text at all, or do you mean you couldn't send a message to a shortcode? Or are you referring to Three Pay where you charge something directly to your bill using an in app or online payment as @Paddiewack suggested? Happy to help, but we'll need a bit more detail to help here.

If we're talking about a 5G Home Broadband, that's correct the routers are on loan from Three, and are not purchased as part of the contract. The plans would have to be much more expensive if you were buying the 5G router, and for most people they wouldn't continue to use the same one if they switch, so this helps keep our rates more competitive.

Thanks,
Jonathan