topic Re: Return - Waiting for returns bag in Broadband

Return - Waiting for returns bag

Shrewlu — Thu, 08 Dec 2022 14:50:40 GMT

Hi there,

I phoned Three to cancel my 1 month rolling 5G Broadband contract on the 1st December (within the 30-day initial period), and was told they’d send a returns package for me to send it back in.

I was told this would take up to 5 working days and that the router must be received within 14 days after cancelling (so 14th December).

I appreciate we’ve had 1 day of Royal Mail strikes within that period, but surely even if it was being sent 2nd class it’d have arrived by now?

I’m just getting a bit antsy as I’m aware of the fairly hefty fee for non-return of equipment…

Anyone else had recent experience of the returns packages taking a while to be received?

Thanks, Oliver

Re: Return - Waiting for returns bag

Shrewlu — Mon, 12 Dec 2022 21:46:12 GMT

Update: I called Three today and they’ve dispatched another bag. It sounds like they’re well aware of the postal issues at the moment due to the strikes/xmas period (although I suspect mine has just gone missing entirely).

Re: Return - Waiting for returns bag

JonathanB — Thu, 22 Dec 2022 11:42:07 GMT

Hi Oliver,

Sorry to hear that the first return pack seems to have gone missing in transit. Did you finally receive the second one? Let us know how this has went, and if you still need any help. We'll be happy to assist if you're still dealing with this situation. 🙂

JonathanB

Re: Return - Waiting for returns bag

Madmelly76 — Mon, 17 Apr 2023 19:10:29 GMT

Yes, me right now. I called on 29th March to cancel my 5g broadband and they said they would send me a returns bag, but no such bag arrived, so I called them again on the 6th April, they said they would send another one and that it would take 5 working days, well it's been easter so I've left it until today and still no returns bag. I'm going to have to wait til Thursday to contact them as I work til 8 pm Mon, tue and wed! It's a pain in the preverbial! I mean, they had no trouble whatsoever getting the hub to me, so why is there a problem getting a returns bag to me?? I also took out a mobile sim contract with them at the same time but tbh, the service is poor.

Re: Return - Waiting for returns bag

JonathanB — Wed, 19 Apr 2023 13:21:12 GMT

Hey @Madmelly76,

I saw you posted about this on another thread too. Just in case you haven't seen this, I've sent you a private message so we can look into this for you.

JonathanB

Re: Return - Waiting for returns bag

Gary501 — Tue, 09 May 2023 12:44:52 GMT

I’m in the same boat. Cancelled 5g home broadband in March 23 and have now phoned 3, 6 times and sent 2 letters to their customer service office in Glasgow. Had absolutely no reply to the letters and the same crappy answers from the customer service team.
Hasn't stopped them bugging me for payment s of course. The 3 service team told me to ignore the demands.
All I want to do is send the router back and close my account!!!!!

3 your service sucks! I’ll never be a customer of yours again!!!

Re: Return - Waiting for returns bag

JonathanB — Thu, 11 May 2023 15:46:56 GMT

Hi @Gary501,

I've replied on your other post about this, but I've just seen this one too. I'm really sorry to hear about all these issues with the return. I've sent you a private message so we can get you more help with this.

JonathanB

Re: Return - Waiting for returns bag

Nalonday — Tue, 16 May 2023 23:24:56 GMT

Same issue! Called since 4th of April and several support cases hsve been created, and are still open but NO RETURNS BAG has been sent over!!! Three FINANCE has been intouch to ask why I havent paid, even if the account was clearly suspended! Called again and spoke to different agents who kept saying dont mind the emails, texts about what to pay as a final bill will be generated once the kit has been returned! Well please do send the RETURNS KIT! I also asked if I can drop the Home Broadband at a Three Store to make it easier for you, but they said NO! What is going on Three!

Re: Return - Waiting for returns bag

JonathanB — Wed, 17 May 2023 16:03:08 GMT

Hi @Nalonday,

I'm really sorry to hear that your return hasn't been handled smoothly, and moreover that you've been contacted about payments in the meantime. I'd like to get this looked into further for you, and make sure it's all sorted out properly.

I'll send you a private message to direct you to more help with this. To view your private messages on the community, click on your avatar in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Return - Waiting for returns bag

Hal9000 — Mon, 24 Jul 2023 11:09:57 GMT

My sister cancelled her 4g broadband with in the cooling off period in February I think it was and they said they would send a bag to return it, now still have router and no bag ever came they are saying they will charge for the router. We still await the bag. Three has gone down hill since their system’s upgraded a few months ago.

Re: Return - Waiting for returns bag

danielle_jordan — Thu, 03 Aug 2023 08:20:05 GMT

I’m having the same issue. The first two bags I’ve called and requested haven’t arrived. I work full time so it’s not easy to keep calling and it takes a long time too with all of the automated options and being put on hold.
I’m very worried 3 are going to try to charge me. I’d happily post the hub back myself if they’d provide an address.

Re: Return - Waiting for returns bag

JonathanB — Fri, 04 Aug 2023 11:47:23 GMT

Hi @danielle_jordan,

I'm sorry to hear that you've not received these returns packs. We've recently identified an issue that has caused some similar situations, and our logistics teams are working to catch up on any requests that may have been missed as a result of this.

Just to be sure that this gets sorted for you, I'll send you a PM to get you in touch with some more help with this.

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: Return - Waiting for returns bag

Ciaran — Fri, 11 Aug 2023 19:05:57 GMT

The same thing has happened to me, I’ve ordered 2 bags, both times the “customer support team” didn’t even request the bag to be sent. I’ve just spoken to another person who repeated the same script back to me and assured me I can trust him, but it will take 5 days for the team to see the request and then atleast another 5 days to send the bag, if they even bother.
I was told I could cancel my contract early with no fees, as it turns out they have had issues in my area for months but hadn’t told customers. I’d imagine they will keep bumping the issue until I’ve been charged the remaining amount of my contract anyway at this rate. I shouldn’t have even been charged for the time whilst the issues have been present but they are unable to disclose further information on the subject.

Re: Return - Waiting for returns bag

wharff — Sun, 13 Aug 2023 19:07:44 GMT

Hi Jonathan, I'm having the exact issue with a returns bag, requested twice now and still now sign of bag. Would you be kind enough to private message me so we can fix this matter? 🙂

Re: Return - Waiting for returns bag

JonathanB — Tue, 15 Aug 2023 13:50:00 GMT

Hi @Ciaran,

I'm sorry to hear you've been running into these issues first with the network issue in the area, and now with the return. I've sent you a PM to get you in touch with a team that should be able to 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: Return - Waiting for returns bag

Martin_pes — Wed, 23 Aug 2023 07:35:15 GMT

Same issue here. Cancelled on July 31. Followed up repeatedly with calls. No return bag for more than 3 weeks now. It is August 23. Customer service calls take over an hour and then end with a promise to send a new bag. Of course no return bag arrives, and the contract cannot be cancelled until the equipment is returned. Terrible service.

Re: Return - Waiting for returns bag

Junior — Thu, 24 Aug 2023 09:59:44 GMT

@JonathanB please help. I have been trying to return my Broadband Hub for the past month. At first it was a return envelope that would arrive within 5 days - at least 3 has been ordered but none has arrived. This week I've made at least 3 calls to Three and I've been promised a DPD collection the next day (which I was then told the next day that there was no such thing and I was wrongly informed by that customer service provider), then a DPD email within 24hrs with a return label but again nothing has materialised from these latest promises.

I need to return this Hub today as I will be abroad after this week and have been trying so very hard to just get this returned. I even have the original box to return it in, just need the return label emailed to me but the customer services team keep promising things and asking me to wait but I am now running out of time!!

Thanks in advance @JonathanB for helping with this.

Re: Return - Waiting for returns bag

Lindavid6 — Fri, 25 Aug 2023 14:06:04 GMT

Been trying for a month to get a bag been chatting and phoning every other day, as I leave the country next week, getting nowhere with them, it’s torture

Re: Return - Waiting for returns bag

Madmelly76 — Sat, 26 Aug 2023 16:41:19 GMT

Well I threatened them with ofcom and ombudsman and told them this is absolutely unacceptable. They gave me credit towards my mobile contract, then it happened again so I escalated it to the complaints department and did the same thing again got credit towards mobile contract and eventually 2 returns bags came in the post. Also, save your proof of sending it back for months. As 3 months later, I received an email saying they hadn't received it. I sorted out and they said it was a system error from upgrading their system and that they have received it. All closed now... I hope. Just to make you aware. Good luck.

Re: Return - Waiting for returns bag

JonathanB — Mon, 28 Aug 2023 13:31:24 GMT

Hi @Martin_pes,

I'm sorry to hear that you've been trying to arrange this return for so long now. I've sent you a PM to get you in touch with more help with this.

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