topic Re: Return in Broadband

Return

Nataszka — Sat, 26 Aug 2023 07:17:51 GMT

I called on the 08.08 to cancel my contract because I am moving abroad. Someone told me that I will receive a return bag to send my router back. That never happened so I called again and been told that I will receive a Dpd return label the following day. Never happened again. I messaged several times on chat with no help at all. On Tuesday someone told me about dpd label again and I still don’t have it. Someone on the phone even told me that my contract will not be cancelled until I return this router which is impossible. I am moving in two weeks and nobody seem to be able to help. It’s really frustrating….

Can someone please help ?
@JonathanB

Re: Return

JonathanB — Tue, 29 Aug 2023 09:47:58 GMT

Hi @Nataszka,

I'm sorry to hear you've been trying to get this issue resolved for so long now. I responded to you on another thread and replied to your PM so hopefully you've been able to get in touch with more help 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: Return

RyanT — Tue, 05 Sep 2023 13:11:26 GMT

I am having the exact same issue, been trying to return my 4G Hub for about 4 weeks now and I still haven't received my DPD label. I've been in contact 5/6 times and I get the same response that I will receive the label within 16 working hours. I've now received an email to say my cancellation period has ran out and I will be charged as per my contract. I've also been told I can't return the product in store, even though I was made to go and collect it in store. Not sure what more I can do.

Re: Return

JonathanB — Mon, 11 Sep 2023 14:44:10 GMT

Hi @RyanT,

Sorry for the delay in picking up your post. I've sent you a reply on your PM to direct you to the team that can 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

pina_ta — Wed, 31 Jan 2024 13:05:34 GMT

Hi! is my return definitely processed properly? . Contract from 01/04/2019 cancel and made new with Tree,so I got DPD label as promised and drop my old 4g router, then I have the email from Three on 20/2024 :

We've got your return item and it's now on its way back to Three.

Later on 24/01/24 i got another emal from Three :

Parcel returned . Your parcel has been delivered and received by INGRAM MANIFEST at 11:08 on Wed 24 Jan 2024

The next and last email from Three on 30/01/24 is:

We still haven't received your Home Broadband device. You'll need to return this by 14/02/2024, or there'll be a one-off charge of £105

applied on your account. Please help me make me sure my return is definitely processed properly .