topic Re: Three is not allowing me to return the 5g hub in Broadband

Three is not allowing me to return the 5g hub

Sg3 — Thu, 01 May 2025 20:15:32 GMT

I have requested to return the 5g hub twice, on the 11th of April and again on the 18th of April. Neither of those time the return bag has arrived, and I was never contacted by the delivery company either.

When contacting Three today, the agent can only give me the solution of requesting another bag, which I have tried twice already and didn't work.

What can I do to solve this problem?

Re: Three is not allowing me to return the 5g hub

Sal09 — Mon, 05 May 2025 08:08:20 GMT

Instead of requesting a bag etc asked them to email you DPD label/barcode.

You can then use your own packaging and take it to any DPD drop off.

Re: Three is not allowing me to return the 5g hub

Sg3 — Mon, 05 May 2025 11:59:36 GMT

Thanks for the suggestion. I asked though and the Three agent replied that they don't send DPD labels anymore by email to print myself

Re: Three is not allowing me to return the 5g hub

Sal09 — Mon, 05 May 2025 14:51:35 GMT

That’s absurd. I returned my equipment about three weeks ago using the DPD barcode they emailed me.

Re: Three is not allowing me to return the 5g hub

Sg3 — Tue, 06 May 2025 12:50:49 GMT

It must be a new change, because I went to a Three store and didn't know either they don't send those labels anymore.

The staff at the store were much more helpful than the live chat or the phone though, they told me I had to wait until 5 days before the last day I have broadband (in my case the 11th of May) to be able to request the return bag. It is pretty bad that the online and phone customer service didn't know about that, and kept ordering new return bags that Three was canceling afterwards and couldn't even tell me why when I asked.

I will not resolve this thread until I receive it, but for now I suggest everyone that has problems with Three to go to a store, because the live chat and phone costumer service are useless

Re: Three is not allowing me to return the 5g hub

Joe199 — Tue, 13 May 2025 12:35:15 GMT

I'm having the same issue. It has been 3 months since I cancelled my contract, the return bag never arrived even after multiple phone call and web chat, I think they are just trying to scam you for the non-return fee.

Re: Three is not allowing me to return the 5g hub

JonathanB — Wed, 14 May 2025 13:55:03 GMT

Hi @Joe199,

I'm not sure if you got a chance to check it, but I've sent you a reply on your topic, and a PM to direct to some more help.

Thanks,
Jonathan

Re: Three is not allowing me to return the 5g hub

JonathanB — Wed, 14 May 2025 13:56:23 GMT

Hi @Sg3,

Sorry to hear about all the trouble you've had with arranging this return. Did you receive the bag as advised in store, or do you still need any help with this?

Thanks,
Jonathan

Re: Three is not allowing me to return the 5g hub

JonathanB — Tue, 10 Jun 2025 15:45:20 GMT

Hi @Sg3,

I'm conscious we never saw a further update on your topic. Please let us know if this has been resolved or if you still need any help?

Thanks,
Jonathan