topic Re: Three are saying I haven't returned my old router in Broadband

Three are saying I haven't returned my old router

SamiE93 — Sat, 18 Oct 2025 05:58:30 GMT

Parcel was returned using the provided DPD label, tracking clearly says "delivered and received by HOY at 11:30 on Friday 19th September" returns address is somewhere in Snetterton.

It is now 18th October and I've received an email from Three saying they haven't received my old router and are now going to add £87.50 to my next bill..

Can anyone from Customer Support please assist? I have all tracking information to hand.

Re: Three are saying I haven't returned my old router

PeteG — Sun, 19 Oct 2025 09:38:13 GMT

Hello there.

It's disappointing to hear that's happened. It sounds like some one from the support team will need to try and track that down. As this is a forum for Three users, there isn't anyone here who can access your details to do that. You can reach the Support Team by calling or chatting and they'll be able to help.

Pete.

Re: Three are saying I haven't returned my old router

Oliverp — Thu, 23 Oct 2025 11:50:25 GMT

Good luck mate. Let me know how you get on:

I've:

Raised it here,

Rang

Done an online chat.

Now a complaint.

The complaint team "can't contact me" despite having my email and phone number.

I still owe £87 for a router I returned. What a farce.

Re: Three are saying I haven't returned my old router

JonathanB — Fri, 31 Oct 2025 16:30:32 GMT

Hi @Oliverp,

I see you raised a topic about this a few weeks ago, did you speak to the team that my colleague Michael suggested over PM?

Thanks,
Jonathan

Re: Three are saying I haven't returned my old router

JonathanB — Fri, 31 Oct 2025 16:31:09 GMT

Hi @SamiE93,

Did you manage to get this resolved in the meantime since posting? Please let me know if you still need any help with this.

Thanks,
Jonathan

Re: Three are saying I haven't returned my old router

Joew — Wed, 19 Nov 2025 06:13:05 GMT

Same issue.

Its starting to sound like an actual scam.

Contract ended, they asked me to return the Hub. They didn't send me the address or bag. 4 webchats and 2 months later I get a label but no bag.

Sent the Hub with DPD tracked. Bought my own bag. 2 days later it says delivered. I have tracking information confirming it. 1 month later, I get a debt collectors letter saying Three have passed them my details.

Contacted Three for the 6th time and now they are looking for my Hub.

Considering the amount of times this has been posted on the forums, they either have a bad returns warehouse OR are running an actual scam. I assume many people fold and pay.

Won't ever be touching Three again and warning everyone I know to stay away from them.

Re: Three are saying I haven't returned my old router

JonathanB — Fri, 21 Nov 2025 14:45:14 GMT

Hi @Joew,

Sorry to hear about the issues with your return. Have you heard back from the team in the meantime? Let us know if you still need any help with getting this sorted out.

Thanks,
Jonathan

Re: Three are saying I haven't returned my old router

SamiE93 — Fri, 28 Nov 2025 08:22:39 GMT

Hi Jonathan,

Unfortunately I have just been charged £87.50 for apparently not returning the device. I have all the tracking details from DPD and was assured about a month ago that I wouldn't be charged! Can you advise please as I am now down £87.50 for no reason and have bills to cover.

Kind regards,

Sami

Re: Three are saying I haven't returned my old router

JonathanB — Fri, 28 Nov 2025 09:41:46 GMT

Hi Sami,

I'm sorry to hear that you've received this charge. I'll reply by PM to get you in touch with more help in verifying the router was returned.

Thanks,
Jonathan