topic Re: 3 won't help me return my router in Broadband

3 won't help me return my router

Makeitstop — Sun, 26 Mar 2023 01:19:54 GMT

I signed up for the 4G home broadband on March 1st, the HUB & sim were delivered the next day & I immediately decided to cancel. It just wasn't right for me & not really fast enough for a 24 month contract. So I went on the live chat & rang & I kept getting cut off after 29 minutes, I now realise I was being cut off because of a fault between Xperia and Vodafone so not 3's fault. Anyway I finally got through & managed to cancel on Friday March 3rd. I chose to wait for a jiffy bag to return the router. 2 weeks later, 17/03/23, it still hadn't arrived so I called again. They said I would be emailed a DPD label in 16 working hours, by Tuesday because of the weekend, that never arrived. Thursday 23/03/23 I called again & they said they would send me another label the next business day. Well I still don't have it.

I don't know what to do now, I've already wasted over 5 hours on the phone & have gotten nowhere. I have one week before my 30 days are up & still have no way of returning it. I can't even send it myself since I have no address to send it to. Any help/advice would be appreciated. Anyone know what happens if you don't return within 30 days?

Re: 3 won't help me return my router

sc1999 — Sun, 26 Mar 2023 07:27:14 GMT

Some live chats allow you to print out the conversation; does 3's? If it does have another conversation and print out the conversation so you should be covered if 3 says you had to return the router in 30 days.

Re: 3 won't help me return my router

Anvil_Iron — Sun, 26 Mar 2023 09:54:06 GMT

There's an address on the cancellation form on this page. Quote any returns order number if you have one.

https://www.three.co.uk/terms-conditions/returns-and-exchange-policy?intid=contactus-link

Re: 3 won't help me return my router

IQue — Sun, 26 Mar 2023 13:49:37 GMT

I would suggest to contact 3 and ask them to resend you a pre-paid label so you can return the item. If you are worried about if they have canceled your contract you can alway check to see if your SIM is still active. If it active, it's not been suspended.

Also not sure if you still access your 3 account via the app or on the site, but it should be listed if a label was sent under recent activities section.

When I cancelled my 24 month contract ...there was a light threat, that if I failed to return any equipment "as new" I would be changed.

I choosen to send it back via Royal Mail (so they could collect it from my house). The 3 support advisor sent a label through no issues and the address on the label goes to Ingram Micro (P), Norwich ...I assume it's a 3rd party dealing with the returns?? anyway the label also states the cust ref and a department ref so it might be best not to send it back yourself.

Re: 3 won't help me return my router

JonathanB — Wed, 29 Mar 2023 15:51:35 GMT

Hi @Makeitstop,

I'm sorry to hear that you've been facing all these delays with your return. We'll make sure we get this sorted out for you. I wouldn't recommend sending this off yourself, as the returns references we issue help the logistics team pass the info about your specific account back so it is cancelled properly. Moreover, we cover returns postage, so we wouldn't want you to go out of pocket paying for delivery when this isn't necessary.

In terms of running over the 30 days, that shouldn't cause an issue, as long as we've had the request in the 30 days, and we're aware of the delays then it should be fine. You may receive a letter about non-return charges, but we allow extra time before these are applied. I don't expect these will be charged immediately, and particularly if we let the relevant team know that there's been a delay due to a postal issue, or some sort of admin error.

I'll send a private message to direct you to some colleagues that can make sure the situation is properly logged, and look into why you still haven't received the return info.

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

JonathanB

Re: 3 won't help me return my router

grabo1530 — Fri, 31 Mar 2023 16:28:50 GMT

I had hell of a game with the minions on chat ,they waste your time then pass you to some other department who then waste more of your time before passing you to anther department .This is despite firmly asking for the complaints department who eventually delt with the return and cancellation of the contract. Even quoting reference numbers doesn't do any good until it gets to customer complains.

I would go straight to customer complaints to try a resolve because unfortunately the other departments seem to be there to drag it out so you give up !

Re: 3 won't help me return my router

Makeitstop — Fri, 31 Mar 2023 16:44:37 GMT

I called again on Monday explaining everything, the guy basically ignored me a gave me another case number. I said thanks I'll add it to the pile. I explained again & he said just wait for a new mailer bag. I asked for a complaints department & they said they don't have one. On Monday, when the bag inevitably hasn't turned up I'll try this social media chat. He also said I won't be charged at all. I said so if it doesn't turn up again I can just leave it then if you won't charge me? He said no & to call them again. At this point I'm surprised I received the router in the first place.

Re: 3 won't help me return my router

Gary501 — Tue, 09 May 2023 12:51:45 GMT

That doesn’t work because 3 never replied to me. 6 phone calls and 2 letters later still nothing.
3 your service is rubbish.

Re: 3 won't help me return my router

Makeitstop — Tue, 02 Jan 2024 16:19:10 GMT

Update: a month ago I used the Social Media Team chat and spoke to someone who was genuinely helpful for once. I submitted a complaint through them and they canceled my account without having to return the router. A few days ago I finally got confirmation that the contract is canceled & number is disconnected. Hope this helps.

Re: 3 won't help me return my router

LetMeCancel — Fri, 23 Jun 2023 09:04:48 GMT

I have the exact same issue here and I've even used the social media web chat to try to get them to cancel the contract without having to return the router but they refused to help! I already have a complaint open with them and they just said there's nothing more they can do at the moment, I've been waiting 2 months for a returns bag, how much longer do I have to wait!? I just want to cancel the contract!!

Re: 3 won't help me return my router

JTechGuy — Thu, 03 Aug 2023 14:29:53 GMT

Hello, my partner got a Three Broadband back in February and the first month the internet connection was perfect, high speeds and no connection issues, when the 30 day return period had ended it all went down hill, she was dealing with constant connection issues, ringing Three multiple times and just getting responses back saying we have technical issues, this lasted 3 weeks. she decided to cancel her account, which three has done, but then they decided to only suspend her account leaving it still active? she received an message from the baliff company saying you need to return the device, but she has tried sending it back, but you get this huge bag which is 4 times as big as the broadband itself, and when you wrap the box, it covered the pre paid label, so its impossible to send it cause the royal mail will not accept it. she has asked multiple times to just send the pre paid label by itself, and she keeps getting the label stuck on the bag, why dont three listen? we are trying to send it back and they are being very rude, and I myself is shocked and dissappointed as i've been with three 17 years and i've never been treated like this.. three you should be ashamed of yourself!

Re: 3 won't help me return my router

Sarafr86 — Thu, 17 Aug 2023 08:41:03 GMT

This is happening to me right now and it is so frustrating! I feel like they're just lying to me so they don't have to cancel my account. They have just told me the jiffy bag will arrive today 🤣 I just can't believe it. They wouldn't provide me with a returns address at all even though I offered to return it to them and pay for the recorded return myself. Their systems are shocking. All customer service advisors read out or write the exact same script on the matter. Its so frustrating. I will be calling them back this evening when the jiffy bag hasn't arrived! I will see if I can get through on that link you have provided above.

Re: 3 won't help me return my router

JonathanB — Tue, 22 Aug 2023 14:33:41 GMT

Hi @JTechGuy,

I'm really sorry to hear that the return hasn't been straightforward for you. The team should be able to order a bag for a royal mail return, or email a DPD returns label. Has this been resolved for you yet?

Thanks,
Jonathan

Re: 3 won't help me return my router

JonathanB — Tue, 22 Aug 2023 14:34:53 GMT

Hi @Sarafr86,

Did you receive the jiffy bag for the return yet? If you still need any help getting this sorted out please let me know.

Thanks,
Jonathan

Re: 3 won't help me return my router

Plumy2k — Sat, 28 Oct 2023 18:10:40 GMT

Hi.

I'm not sure if this is some kind of scam or just inability on 3's behalf but the same is currently happening to me. I have been waiting 12 days now for a return label/bag (as I have requested both DPD and royal mail) without success.

I have been on the 3 chat for around 8 precious hours in total and made numerous complaints to 3.

Yesterday they decided it would be nice to send me this:

Hi there,

Thanks for getting in touch about returning your device under our returns policy.

It's been 14 days and we still haven't received your device. If we don't receive it soon, we'll close your returns request and any agreements related to this device will continue.

If you have any questions, please get in touch.

Thanks,

The Three Team.

I complained.... Without response.

Thanks 3, Ian

Re: 3 won't help me return my router

JonathanB — Mon, 30 Oct 2023 13:06:24 GMT

Hi @Plumy2k,

I'm really sorry that you've spent so much time on trying to get this return sorted, I've sent you a PM to get you in touch with an escalated support 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: 3 won't help me return my router

Nishantrpi79 — Wed, 29 Nov 2023 15:23:44 GMT

I had cancelled my home broadband within the 30 days return period and had asked for a return label to return the home broadband device countless times over calls & chats. The complaints were registered and I was assured that I will receive a dpd return label over the email multiple times which I never did. I had also visited three store to return the device but they wouldn't accept it as the cancellation was online and had to be returned by post using the return label that was never provided. Now I have received an email from three saying that the cancellation has been revoked and the plan will continue as it has been 30 days since cancellation and the device is still with me. Please resolve this matter in the next 7 working days with a written communication saying that the return has not been cancelled as none of this is my fault.

Re: 3 won't help me return my router

sc1999 — Wed, 29 Nov 2023 15:31:02 GMT

Hi, apart from the moderators we are 3 customers who try to help. Your best bet is to read this thread and click on a certain link near the top, I have been asked not to share this link. Alternatively track down the link to a moderator and ask for them to put you in touch with someone who can help.

Re: 3 won't help me return my router

A1 — Sat, 17 Feb 2024 10:27:20 GMT

Hi @JonathanB ,

I have exactly same problem, chased the customer service on number of occasions about return label, complained through the complaint form and no response.

Could you please help to resolve.

Re: 3 won't help me return my router

fedup200 — Wed, 04 Sep 2024 10:58:53 GMT

My 5g home broadband contract has ended. The returns bag for my router was sent to the wrong address. I leave the country in seven days. So what do I do now Three?