If you lose your connection, we recommend that you switch all your computer equipment off for 20 minutes. This often clears the problem. If it doesn't we will report it so that 3-C and our suppliers can investigate and resolve the problem. Our suppliers may need to speak to you directly while you are at your computer, in which case we will provide you with the relevant telephone number. While we want faults to be rectified as fast as possible, this will take time and cannot be turned around in an hour or so.

To contact 3-C because you have problems with your broadband please e-mail support@3-c.coop or ring 3-C Technical Support on 0845 458 2072.

Your request will go into a ticket system and be picked up as soon as a volunteer is available. We will respond as quickly as we can although it may be some time before we are able to get back to you. Please do not repeatedly ring the support or admin telephone numbers as this will not speed up the process.

3-C offers the following free support:

• Support by telephone and e-mail


• Restoration of service when service loss is due to problems at 3-C or with its suppliers

Please note that no free Technical Support is available for people using the Budget Wireless Only service.

When you connect with 3-C, the initial sign-up fee includes broadband installation to one computer and setting up 3-C e-mail. If you subsequently upgrade your 3-C Broadband service, the one-off upgrade payment covers carrying out the necessary alterations to your Router's settings.

If you have problems with your computer or lose the 3-C settings we can offer a limited amount of telephone and e-mail support to help you get back online. Similarly, we can offer a limited amount of such support if you get a new computer or a new hard drive.

If your problem cannot be resolved by such email or phone contact and a 3-C technician has to work on your computer there will be charge of £30 an hour, or part of an hour. While we want to restore your broadband service quickly, there may be some delay before a technician can visit you due to the pressure of other work.

A similar charge applies if you have more than one computer and you wish us to change the way you connect your computers to the 3-C broadband service.

If you live some distance from the telephone exchange, or have a long line, this can cause connection problems. 3-C will take up such problems with BT, although it is up to the telephone company to resolve them. There will be some delay and you may need to allow BT engineers access to your address.

If you have an old computer and we believe this is causing connection problems, we may not be able to offer further support until you upgrade your equipment.

In the event of damage by power surge (e.g. electric storm) we will charge for repairs to equipment not surge protected. We advise you to protect your equipment by obtaining anti-surge devices from your electrical stockist.

3-C is committed to improving its technical support by setting up Skill Sharing sessions for its members as well as providing "how to" guides by e-mail and on the 3-C web site.

3-C Technical Support: e-mail support@3-c.coop or tel 0845 458 2072