topic Re: Nightmare with returns: unable to return 5G router in Broadband

Nightmare with returns: unable to return 5G router

charlo — Wed, 27 Sep 2023 14:26:09 GMT

Hi there,

I am having a nightmare in returning my Three 5G router. I cancelled my 5G contract around a month ago, and was told a DPD label would be shared via email, this never arrived. I then called again and Three agreed to share a Jiffy bag, to arrive within 5 working days. Again, nothing. I called again and they said they would send out another one (again, nothing arrived). As a last resort Three said they'd send a DPD over email again, but of course that never arrived either.

In the meantime, I've received an email from Three saying they will continue to charge me as my router has not been received (not my fault!). I've spent over 4 hours on phones/webchats just trying to return this router, and it seems like I will get charged for something that is not my fault. I'm now at the point where I'm moving out of my house so need this sorted this week. How is it so hard to cancel and return? Seems completely unethical for a business to be running like this, particularly in the current economic climate.

Could someone please help? I'm at my wits end and no one on the web chat or phone seems to be able to offer a solution.

(@JonathanB I see you've helped with issues with others - could you please help?)

Re: Nightmare with returns: unable to return 5G router

Avondale — Wed, 27 Sep 2023 18:01:27 GMT

@JonathanB

Is there anything that you can do to sort out this returns' fiasco please ? There are about three threads on it, numerous customers involved and it is certainly costing Three further customers.

I am keen to try Three 5G Broadband but I am certainly not going to do so until all of the issues around VPNs, returns if there are problems and the like are sorted !

Re: Nightmare with returns: unable to return 5G router

sc1999 — Wed, 27 Sep 2023 18:04:12 GMT

Only three or did you stop counting at 3?

Re: Nightmare with returns: unable to return 5G router

JonathanB — Thu, 28 Sep 2023 16:31:02 GMT

Hi @charlo,

I've sent you a PM that will get you in touch with some colleagues 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: Nightmare with returns: unable to return 5G router

Iuliana1 — Fri, 20 Oct 2023 02:15:58 GMT

@JonathanB I am having the same issue here, I have contacted Three 5 times already to take this broadband away and was told contradictory stuff every single time, from "technical issues" to being "impossible" to send the broadband back myself to "the previous customer service attendant did not open the query properly", they seriously ADMITTED to that. They are trying to charge me for a broadband I have not used in 3 weeks now. I am seriously thinking of raising a complaint, please help.

Re: Nightmare with returns: unable to return 5G router

JonathanB — Mon, 23 Oct 2023 10:31:33 GMT

Hi @Iuliana1,

I'm really disappointed and sorry to hear of your experience with our support teams with your return request. We'll make sure this gets back on track for you. I've sent you a PM to link you in with some colleagues that can definitely get this sorted out.

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: Nightmare with returns: unable to return 5G router

feedthehungryuk — Tue, 22 Jul 2025 08:11:55 GMT

I am experiencing the same frustrating problem that you've described - I returned the 5G router at the end of April. For the past three months, I've continued to be billed. Each time I receive a bill, I ring Three, who say that they can see that there's been no usage on the account in the past month and so credit my account for the amount of the bill, nullifying the bill for that month. Each time they assure me that the contract has been cancelled and I won't be billed again, and then the next month, I receive another bill and we go through the same process. It's wasting both mine and their time. How do I escalate this or make a compalint?

Re: Nightmare with returns: unable to return 5G router

JonathanB — Wed, 23 Jul 2025 11:13:20 GMT

Hi @feedthehungryuk,

I'm sorry to hear that your account hasn't cancelled as expected. Can I clarify, is this a Business Broadband account? I'm assuming this based on the Community name you've picked, but if you can let me know whether this is for a personal or business plan that should help us get you in contact with the right team to help.

Thanks,
Jonathan