topic Re: Please help - Three charging me for 5G Router that I have returned in Broadband

Please help - Three charging me for 5G Router that I have returned

PTacchi — Thu, 09 May 2024 15:48:58 GMT

Hi,

I am hoping someone can please help me. From searching this forum it appears that I am not alone. I cancelled my 5G Home Broadband on 31st January 2024. I was on a rolling month contract which ran until the end of February and closed on 1st March 2024. I was asked to send the 5G Router back and requested a jiffy bag to be sent. When this arrived I packaged the 5G Router and took it to my local Post Office, obtaining a Proof of Postage. After more than month I heard nothing from Three, and my account was successfully closed. After this time the Proof of Postage was discarded.

On 15th April I received an email from Three saying that the device had not been returned and I would be charged £105 if I did not return it. I contacted Three and explained I had returned it, and due to the time that has passed there was no Proof of Postage as it had been discarded. They advised me to visit my local Post Office. I have been to my Post Office and they cannot obtain a record of packages sent, and gave me a number for Royal Mail. I have contacted Royal Mail however they cannot help me as I do not have an exact date of postage or even an address that it was sent to.

I have spoken to Three again and asked for the address that the 5G Router was sent to however they are refusing to provide me with the address, claiming that there is no record of where it was sent to. Is this correct? How can they claim it hasn't been returned if they don't know where it has been returned to?

I am now not sure what to do. I have returned the device but I do not have the Proof of Postage. I am not able to get assistance from Royal Mail because Three won't even provide me the address it was sent to. I have been told the £105 will be added to my next bill. This is nothing short of extortion and is evidently endemic if the countless threads in this Support Forum are anything to go by.

Thanks in advance, I appreciate any help anyone can provide.

Paul

Re: Please help - Three charging me for 5G Router that I have returned

MZone — Thu, 09 May 2024 17:25:32 GMT

I suggest you reach out to 3 here.

Re: Please help - Three charging me for 5G Router that I have returned

PTacchi — Thu, 09 May 2024 17:37:12 GMT

Hi @MZone I have complained to Three, repeatedly, however it is the Complaints Team who are refusing to assist with the above.

Re: Please help - Three charging me for 5G Router that I have returned

MZone — Thu, 09 May 2024 18:49:16 GMT

Next stop is the ombudsman then.

Re: Please help - Three charging me for 5G Router that I have returned

JonathanB — Tue, 14 May 2024 09:39:32 GMT

Hi Paul,

I'm sorry to hear about this situation, and that you haven't been able to reach a resolution with the complaints team. I've sent you a PM to get you in touch with another team who can hopefully help get this all 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: Please help - Three charging me for 5G Router that I have returned

PTacchi — Thu, 16 May 2024 10:35:14 GMT

Hi Jonathon,

Thanks for your reply. I have replied to your private message. The link you sent me is for a chat bot that cannot help me. Please can you assist.

Thanks,

Paul

Re: Please help - Three charging me for 5G Router that I have returned

Stu12345 — Wed, 22 May 2024 09:03:17 GMT

I have cancelled my 5G broadband within the cooling off period and have contacted customer service 3 times and every time they say they have sent a return label and have not and now I’ve had a text saying I’m being charged. Shocking customer service all I want to do is return the router any help getting this resolved would be greatly appreciated.

Re: Please help - Three charging me for 5G Router that I have returned

Maxine — Fri, 24 May 2024 13:36:47 GMT

Hi Stu,

That does sound like it's been a bit of a nightmare getting this sorted. I've gone ahead and sent you a private message to advise you further 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".

Maxine

Re: Please help - Three charging me for 5G Router that I have returned

GMONEY — Tue, 03 Sep 2024 13:27:04 GMT

Hi Maxine,

I have experience the EXACT same story as Paul, can you also provide me with some support please? Or anyone else who's reading this?

Thank you,

Grace

Re: Please help - Three charging me for 5G Router that I have returned

GMONEY — Tue, 03 Sep 2024 13:29:41 GMT

Hi Paul

This is word for word my experience, did you manage to resolve this at all? After reading all these forums, it feels to me like they purposely wait months in the hopes that people discard of tracking info before then claiming it hasn't been received!

Grace

Re: Please help - Three charging me for 5G Router that I have returned

adestoke — Thu, 17 Apr 2025 04:37:43 GMT

If u google it it comes up with....Ingram Micro Services Ltd
Communications House
Vulcan Road North
Norwich
NR6 6FE

Re: Please help - Three charging me for 5G Router that I have returned

Josie666 — Mon, 14 Jul 2025 09:36:45 GMT

Hi Paul

Well, isn't this uncanny, but I have EXACTLY the same problem. I had also thrown my receipt away because I had received the final bill. Did you resolve this satisfactorily? Many thanks. Jo

Re: Please help - Three charging me for 5G Router that I have returned

Josie666 — Mon, 14 Jul 2025 09:38:29 GMT

Hi Maxine

I have exactly the same problem as Paul. Please can you help me? Jo

Re: Please help - Three charging me for 5G Router that I have returned

Josie666 — Mon, 14 Jul 2025 09:44:29 GMT

I think if a number of us complain to the ombudsman about the same issue, we may have more luck, so I will see how my complaint is dealt with by Three and if it's not satisfactory, I will do escalate it to Ofcom. Please note to all in a similar position ... one thing I have noticed is that the serial (IMEI??) number in the email asking me to return the router is DIFFERENT to the IMEI number on the original delivery note that came with the router (which thankfully I still have). I have told complaints this in case this is the problem. Seriously though, what are Three playing at here? I have an email from them, saying the final bill will not be issued until the router is returned. I got the final bill, so threw the proof of posting away. And then I got an email saying the router had not arrived. You have to conclude that some of this is intentional. I thought closing the account was difficult enough, but this just seems very underhand. I would never use Three again and I've told everyone I know about this experience.

Re: Please help - Three charging me for 5G Router that I have returned

JonathanB — Tue, 15 Jul 2025 10:29:23 GMT

Hi @Josie666,

I'm sorry to hear about this situation with your return. I'll send you a PM to get you in touch with some colleagues who can check this out further 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