topic Re: Returning 5G router. in Broadband

Returning 5G router.

wackersboy — Tue, 29 Aug 2023 12:59:12 GMT

I have cancelled my contract within the 14 days cooling off period. Was for 30 days free trial as well. I have phoned twice,done chat as well. Hour long each time!! Promised returns label. NOTHING. I have phoned local stores to see if they will.take back. No. Tried to get a returns address myself. Nothing available. Help please. 🙏

Re: Returning 5G router.

Spud — Tue, 29 Aug 2023 14:41:19 GMT

There are so many other people reporting the same problem on this forum. Usually a moderator ends up PMing you with contact details.

But it shouldn't be happening.

I would prepare a contingency. Assuming you're paying by direct debit, keep a record of this online chat

State:

Three has prevented you from returning the router by failing to send a returns envelope after multiple requests
The router remains available for collection
You have done enough chasing, this is the last request for a returns envelope
You will leave your direct debit in place
An erroneous charge for the router will be reclaimed under the direct debit guarantee
This transcript will be copied to your bank

Get the above typed, ignore any text from a robot/agent

Send a secure message to your bank, explain your problems, include the chat transcript and send links to similar posts you can find on this forum.

Last refund I had under the DD guarantee was from Ikea (no delivery, difficult to contact - why should I stay on hold for more than a few minutes?). The guarantee states a full & immediate refund from the bank. You don't have to jump through hoops so don't get diverted by (misinformed) bank staff saying contact Three. It's the banks problem to get their money back from the company.

Sorry this is happening. Personally I had no problem returning a router in the trial period when we just tested the speed and reliability, then a few month later when our previous ISP contract ended we got another router and have been very happy with a 24 month contract for well over a year so far.

Re: Returning 5G router.

JonathanB — Wed, 30 Aug 2023 12:32:18 GMT

Hi @wackersboy,

I'm really sorry that you've been having these issues getting your return sorted out. As @Spud mentioned, there has been a far larger number of community members mentioning issues with returns than we'd expect. I've been assured that in most cases, this is down to a system issue with the return requests, and the underlying issue should now be fixed. I'm passing on feedback to get that all double checked though.

I'll PM you to get you in touch with a team that will take ownership and make sure your return is definitely processed properly. If you contact them, this will help us look into the wider issue too.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Returning 5G router.

Rob17 — Sat, 30 Sep 2023 08:33:03 GMT

Sorry can't help having the same issue 3 cancelled my contract because of lack of internet went back to store after being told by them that we would have no problems with signal to be told they could only generalise ,going back on what they previously said. I have rang 3 broadband 4 times chasing a supposedly email that is to be sent from DPD for return of router each time told different arrival times for this 24 hrs 5 days 7 days and I'm still waiting I have been assured that no further payment will be taken from my direct debit but if they do then I shall cancel. this is an ongoing issue which 3 are not correcting

Re: Returning 5G router.

JonathanB — Wed, 18 Oct 2023 14:48:14 GMT

Hi @Rob17,

I'm sorry that I've missed your post till now, I've sent you on a referral to some more help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Returning 5G router.

Badger1873 — Tue, 24 Oct 2023 15:42:23 GMT

So I've long past my two year end of contract and have contacted Three to ask them to cancel the contract as its no longer needed. They've said they would cancel the contract but continue billing me for a month, fine, standard Three theft, BUT they have insisted I return the modem or be fined £110. Is this right?

So after paying monthly for over 2 years, more than the 24 month contract, they say the modem still belongs to them and they want it back? I didn't see anywhere in the terms and conditions that the modem always remains the property of Three. Can someone please confirm this?

Thanks.

Re: Returning 5G router.

JonathanB — Fri, 03 Nov 2023 15:40:53 GMT

Hi @Badger1873,

5G Broadband contracts involve the router being on loan only. If you have a look at the terms relevant to when you took the contract you should find a section about this:

Equipment: Where we have provided any 5G Equipment this Equipment is not owned by you and is loaned to you for the duration of you taking our Services. The 5G Equipment is supplied to you at no cost and remains the property of Three at all times. When you stop taking our Services you must return the 5G Equipment. If you do not return the 5G Equipment within28 days we will charge you a non-return charge (see Section 9.7)

Here's a link to the page with all our terms: https://www.three.co.uk/terms-conditions/paym-and-payg/pay-monthly-and-pay-as-you-go-terms

5G routers are much more expensive hardware than the older 4G routers and MiFi devices. We made this decision to keep the costs down for our customers as financing the router would make the monthly cost far higher, and most customers don't tend to use their router if they move provider.

Thanks,
Jonathan

Re: Returning 5G router.

Dogbolter — Tue, 23 Jan 2024 08:11:54 GMT

Hi johnathon, can you also help me get a returns label, I've spent hours tring to send nthis router back.

Re: Returning 5G router.

apple_crumble — Mon, 08 Apr 2024 17:19:18 GMT

Hi JonathanB

I upgraded to a new 5G router over a week ago as promised better speeds however this has not happened therefore have cancelled the 5G broadband contract. I was promised a return bag for both 5G routers. How long do these take to arrive as the one before the upgrade (over 5 working days ago) has not yet materialised?

I’ve been told by your customer services I don’t need to return the original router however that goes against what is written in the contract. What do I do with the routers if no returns bags materialise? Your customer services are terrible.

Thanks

Re: Returning 5G router.

JonathanB — Thu, 11 Apr 2024 10:34:25 GMT

Hi @apple_crumble,

These bags should take no more than 5 working days to arrive. I've sent you a PM to get you in touch with some colleagues who can take a closer look into the situation. I'm sure they'll be able to help sort this out for you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Returning 5G router.

Videoman007 — Fri, 31 May 2024 15:19:19 GMT

I am also having an issue. Why can Three not simply post the address to return the router or allow the router to be returned to a store. Very unhelpful.

Re: Returning 5G router.

remy — Wed, 21 Aug 2024 07:06:37 GMT

For anyone looking for the address, it can be found here: https://www.three.co.uk/terms-conditions/returns-and-exchanges/returns-and-exchange-policy

Ingram Micro Services Ltd
Communications House
Vulcan Road North
Norwich
NR6 6FE

Re: Returning 5G router.

Naughtysloth — Tue, 27 Aug 2024 19:55:22 GMT

Hi Jonathan

i have also been told i have until the 5th Sep to return a router but have not received a packet to return it in. Are you able to help please?

many thanks

paul

Re: Returning 5G router.

Sharad — Fri, 25 Oct 2024 10:14:57 GMT

Hi Jonathan,
Hope you are doing well.
It seems like from the messages that you are the GO TO guy to resolve the return the router to three.

I received the equipment and contract start date is on 17th April 2024.

I created the case to return the equipment and close the account on 18th April 2024 as after testing router didn't performed at all.

But Return box never arrived.
I created couple of cases after that, but nothing happened. Now I am receiving text messages that I owe £346 to three and case has been sent to CARS (debt collector).
I had chat with CARS and they are also waiting for Three to return back from last 2/5 months.

Can you please help closing this account ?

Its a completely fresh business contract and cancellation request was on next day after the delivery.
Thanks

Sharad

Re: Returning 5G router.

pt44 — Mon, 27 Jan 2025 12:27:26 GMT

I just phoned the Business Support - my 5G router isn't working for me, 2Mbs upload speed is just unusable. It's under their 14 day and 30 day guarantee. It took me 5 different transfer on the phone to get to someone - who I begged to find me the right person. So finally transfer 6 - lady sorted it out. I should receive an email with a QR code for DPD etc.

No email yet - was about 30 mins ago. By the look of it and the awful experience being transferred to the wrong person over and over on the phone - I won't hold my breath. How can such a simple request be so hard for Three to deal with?

Re: Returning 5G router.

Tostos32 — Fri, 21 Feb 2025 23:23:06 GMT

Exact same thing happening to me recently, several phone call going through validation every single time, I’m tired of this, so pleaseee send me that direct message that you sent to others mate.

Re: Returning 5G router.

JonathanB — Tue, 25 Feb 2025 12:54:21 GMT

Hi @Tostos32,

I'm sorry to hear this, I've sent you a reply to your PM with more guidance now.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Returning 5G router.

PeterSmithson — Wed, 09 Jul 2025 11:11:07 GMT

It's getting better. I only had to speak to 3 people for them not to send the QR code.

Re: Returning 5G router.

JonathanB — Thu, 10 Jul 2025 12:51:21 GMT

Hi @PeterSmithson,

Sorry to hear this took longer than expected, but thanks for updating the Community about your experience to confirm it was sorted out.

Thanks,
Jonathan

Re: Returning 5G router.

David4 — Mon, 21 Jul 2025 07:48:27 GMT

I'm the same. Despite repeated requests to Three Cs asking for my returns jiffy and also being promised I'd be emailed a qr code (6 days ago) 2 Still not received.

Have also been told by forum moderator to take it to closest Three shop,but they won't accept it.

Dave