topic Three sent me a older model replacement broadband hub and will not rectify sending me the right one in Broadband

Three sent me a older model replacement broadband hub and will not rectify sending me the right one

Soph21 — Tue, 13 May 2025 19:50:38 GMT

Hi,

A few months ago my NR5103EV2 hub went faulty, three replaced it with a used previous model NR5103E hub which this device is not part of my broadband contract. I contacted them only to be brushed off when i provided the imei number (since it apparently points to a V2 hub) so they keep thinking i have the correct replacement when in fact i do not. I have photographic proof of the hub showing its serial numbers etc with the delivery note invoice all in the same photo. (Happy to provide the original image to an official three support representative)

I've noticed recently this hub has become extremely slow including high ping while gaming from 150 - 700 ping all the time, random power offs (tried using my old power cable to no avail) I've done everything from resetting, power cycles, relocating the hub, software update (there is none) etc.

I would greatly appreciate if three would finally listen to me try and send me the correct replacement hub which is part of my contract instead of sending me a used previous model hub, not to mention it arrived with the previous owners info on it when checking messages on the three app about bills they needed to pay.

EDIT: see attached image of delivery note (sensitive parts hidden), clearly shows wrong model and IMEI in the delivery note points to a V2 hub when in fact if you look at the base of this previous gen hub the IMEI is the same.

I would like a correct replacement sent or for you to end my contract (with no cancellation fees)

Thanks

Re: Three sent me a older model replacement broadband hub and will not rectify sending me the right

Soph21 — Tue, 13 May 2025 21:32:02 GMT

EDIT 2: Spent 2 hours through multiple agents again explaining my issues, They continue to believe the replacement sent was the correct NR5103EV2 hub instead of NR5103E which is what i have received instead. Please see attached images of a couple noteworthy comments made from agents.

I don't see how this has been so badly screwed up by three. all they think is that they sent the right thing and no matter what i say is wrong!!
its very frustrating i can't show them a simple photo of my delivery note along side this incorrect hub in the support chat. I was also told they will not replace my hub with a correct one. absurd. Surely this is breach of contract!?

Just for additional clarity even connecting via 192.168.1.1 shows its a NR5103E + showing the same last few numbers of my IMEI number which you can see is the same as the delivery note i was provided!!

images attached

Re: Three sent me a older model replacement broadband hub and will not rectify sending me the right

Soph21 — Tue, 13 May 2025 21:42:30 GMT

Hello, @Maxine / @JonathanB @PeteG I believe this to be a serious matter which i would greatly appreciate your input on. Kind regards.

Re: Three sent me a older model replacement broadband hub and will not rectify sending me the right

Sal09 — Thu, 15 May 2025 11:06:31 GMT

Their warehouse still hasn't processed your returns properly and I bet the IMEI showing on your account is still for the old Hub hence they keep saying you got V2.

Re: Three sent me a older model replacement broadband hub and will not rectify sending me the right

JonathanB — Fri, 16 May 2025 15:09:47 GMT

Hi @Soph21,

Sorry to hear that the connection has been letting you down lately. Our 5G Home Broadband plans aren't supplied for a specific device, these plans involve us loaning 5G equipment rather than you purchasing the hardware.

I do see what you mean in terms of the delivery notes, that's really odd that the model wouldn't match but that the IMEI does, however if the router is in working order I'm not sure another exchange would happen.

There's been a few posts around increased latency which don't seem to be connected to a specific device, I've escalated that feedback and we're looking into it.

It sounds like your service has been quite disrupted recently regardless, so if you'd like this dispute about the model of router looked into further, you can find options to raise a complaint here. Use whichever option you find most suitable, and I'm sure the team will be able to give consideration to your requests for an exchange or cancellation. In terms of an exchange, they'd try to establish evidence the hardware is actually faulty before considering this.

Thanks,
Jonathan

Re: Three sent me a older model replacement broadband hub and will not rectify sending me the right

Waterbottle — Wed, 28 May 2025 18:54:04 GMT

Email the ceo (you can find the address online) he's actually really responsive and when passed to one of his team I had my problem addressed within a week