Hello.
Welcome to the Three Community.
It's difficult for community members to give a specific answer to this question as this is a public space where there is no access to your accounts.
The only thing I can think of based on what you said, is it possible that you broadband account and your phone SIM plan account are separate? And if they are, are you sure both bills are being paid on time each month? As these would be separate payments each month.
If that's already something you've taken into account, I'd recommend contacting the support team on one of the Contact Us options. The team will be able to access to the account check it out for you.
Pete.
