topic Re: Three broadband return bag did not arrive in Broadband

Three broadband return bag did not arrive

gavci — Tue, 31 Oct 2023 15:42:02 GMT

@JonathanB @ My three bags did not come so I cannot return my broadband device. Since I did not have good reception in my zone, altough there is 1 year left in my contract the help line told me that the fees would be waived.

Can you please help me?

Also this seems like a systematic problem and I really had to search for this helpline as there seems to be almost no help for this and every user is left in the dark. This is not an acceptable situation from the consumer perspective.

Re: Three broadband return bag did not arrive

Geluk — Tue, 31 Oct 2023 15:58:45 GMT

Why not call Cust Service on 333.

Re: Three broadband return bag did not arrive

gavci — Tue, 31 Oct 2023 16:02:35 GMT

Because I have already called the Service on 333 twice and wasted 2.5 hours on an e-mail that was supposed to come based on the promises of the customer services. @Geluk please check the 40+ complaints on this issue, this is huge and I will not pay a dime and will contact with my solicitor and take necessary legal actions if the issue is not resolved. If the instructions are same for everyone why does not three actually just paste a pdf file of the instructions on a website and let anyone return their devices at their will? This is making an easy issue incredibly difficult and harming the reputation of three...

Re: Three broadband return bag did not arrive

sc1999 — Tue, 31 Oct 2023 18:22:10 GMT

There needs to be a link to be able to print a label. If CS issued a reference number this could be used to print a label.

Re: Three broadband return bag did not arrive

gavci — Wed, 01 Nov 2023 15:14:49 GMT

There is still no one taking care of this issue... @JonathanB I have seen you help in other posts, would you also care to spread your magic here?

Re: Three broadband return bag did not arrive

JonathanB — Thu, 02 Nov 2023 13:39:02 GMT

Hi @gavci,

I've sent you a PM to get you in touch with some colleagues that will help sort this out for you. I'm sorry for all the time you've spent on this already but the team I've directed you to will make sure it's taken care of.

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: Three broadband return bag did not arrive

1826 — Tue, 04 Jun 2024 11:16:35 GMT

Can you send me a private message to contact some colleagues to resolve this for me. Already had three assurances the bag would be sent.

This is the only way Three will accept the return of routers but Three delay their return. The terms and conditions state you will send a return bag. Failing to send one in a reasonable amount of time is a breach of contract. Customers should not have to work this hard to compensate for Three's failings. This is not our job! Customers burdened with this nonsense should be compensated. £20 compensation for every 14 days delay will solve this problem.

Re: Three broadband return bag did not arrive

KateS — Wed, 05 Jun 2024 09:11:58 GMT

Hey there,

I'm sorry to hear you've not received the returns packaging as expected and appreciate this would be frustrating.

I'll drop you a PM with some details on how to reach out to my colleagues who will be able to get this request escalated.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate

Re: Three broadband return bag did not arrive

1826 — Wed, 05 Jun 2024 12:19:06 GMT

Your link is to live chat. Completely poinless, I have already wasted my time on chat three times. I need a link to someone who can actually help and not fob me off with nonsense. Please explain why sending a return bag which you insist I use is such a challenge for your company. This is incredibly unprofessional. Its a farce. I need a return bag. I did not agree to have my time wasted in this way. Just send a return bag!

Re: Three broadband return bag did not arrive

KateS — Thu, 06 Jun 2024 10:44:58 GMT

Hey there,

I appreciate you've already reached out to our teams, however, the link I've provided you with is for our Social Media team who will be able to help get the returns packaging sent out to you.

We need to access your account and complete DPA before we can dispatch this, so please pop through for a chat on the information provided and we'll get this actioned for you.

Thanks,
Kate

Re: Three broadband return bag did not arrive

1826 — Wed, 12 Jun 2024 07:43:35 GMT

Thank you for your link, it did actually result in a return bag being sent. Received Saturday returned Monday. You haven't answered why sending a return bag which you insist we use is such a challenge for your company. Many would suggest its intentional.

My contract ended due to unusable speed on 13 May with a credit of £280 added to my account to cover the cost of ending the contract early. At midnight last night I received a text message telling me my contract has been disconnected and a charge of £336.34 will be added to my bill. I checked the previous credit notification of £280 credit which has now been altered to zero. No idea what the extra £50+ is being claimed for. Mays usage has been paid in full, the router was unplugged on the 30th of May. Luckily I have a screenshot of the previous notification. Three broadband behave like a scam company.

Nobody should have to waste this much time dealing with any company. I look forward to being told "just contact us through live chat" and wasting another hour failing to resolve anything.

Re: Three broadband return bag did not arrive

JonathanB — Thu, 13 Jun 2024 14:00:32 GMT

Hi @1826,

I'm sorry to hear that your experience of cancelling and returning has been so challenging, and I appreciate that you're sceptical at this point of obtaining help. The team @KateS directed you to can help check out your billing for you too. As you mentioned, they were able to assist with the return bag, so I'm sure they'll be able to resolve any questions or issues around the bill.

We'd happily give further advice here, but as Kate mentioned on her last response we need to discuss matters like this on a secure platform for security reasons, not our public forums.

Thanks,
Jonathan

Re: Three broadband return bag did not arrive

Jjjedw — Tue, 18 Jun 2024 16:14:01 GMT

I’m also having problems returning the 5g hub and have tried to dm you. Could you please advise? I am told I will be charged if I do not return it by the end of the month.

Re: Three broadband return bag did not arrive

KateS — Wed, 19 Jun 2024 13:15:34 GMT

Hey @Jjjedw,

I'll drop you a PM with instructions on how to reach out to some of my colleagues who will be able to support with this request.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate

Re: Three broadband return bag did not arrive

1826 — Wed, 03 Jul 2024 14:12:37 GMT

I replied as suggested and did not get a reply. Today I've received another text message stating I owe £322.67 which is a cancellation fee paid by three which was added to my account then magically vanished. Happy to send screen shots of this and a copy of the live chat confirming I do not have to pay the cancellation fee. Useless company and another waste of my time.

Disorganised mismanaged nonsense

Live chat

Agent: your early termination fee of 281.28pounds is waived off now you will just pay the services till you have used

Re: Three broadband return bag did not arrive

JonathanB — Thu, 04 Jul 2024 10:48:24 GMT

Hi @1826,

I'm not sure what you mean by "I replied as suggested and did not get a reply.", as we've mentioned previously we can't disclose information about, or make changes on customer accounts in response to public forum posts.

Did you contact the Social Media team by chat to query this termination fee, using the same link as when you were issued the returns bag? I'm sure if you discuss this with them, they'll be able to make certain this matter is resolved.

Thanks,
Jonathan

Re: Three broadband return bag did not arrive

bennie3108 — Tue, 29 Oct 2024 11:09:25 GMT

Hello,

Same position, can you please contact me with a solution, its a scam.

Re: Three broadband return bag did not arrive

JonathanB — Wed, 30 Oct 2024 09:57:11 GMT

Hi @bennie3108,

I'm sorry to hear that you're experiencing an issue with your return. When did you initially request the return bag, was this more than 5 working days ago?

Thanks,
Jonathan