topic Re: Returning mobile broadband router in Broadband

Returning mobile broadband router

windy1024 — Fri, 16 Feb 2024 09:57:15 GMT

Like other people in the forum, despite speaking to Helpdesk who assured me that a returns back would be sent to my address, nothing ever arrives. Seems like a scam to pickup the £100+ non-return fee from consumers.

In store you can do absolutely nothing, they just refer you to the online help. What's the point of having the store? Every time I get referred to online help I end up either being disconnected or the whole conversation taking more than 30mins just to get a return bag.

I'm considering moving my entire family off Three as this is just the last straw.

Re: Returning mobile broadband router

PeteG — Fri, 16 Feb 2024 20:26:02 GMT

Hello.

Welcome to the Three Community.

It's disappointing to hear that you're having issues getting the return completed. Normally the team are able to get that returns envelope out to you within 5 working days.

If it's been over 5 working days since your request, I'd recommend reaching out to the team again to let them know. It's also worth considering doing the return using the DPD return label option, as those are sent out by email, so it's faster getting to you.

Pete.

Re: Returning mobile broadband router

Jonathan1 — Sat, 17 Feb 2024 20:00:04 GMT

I feel your pain having spent hours on the phone and chat attempting to get a label sent so I could return the router. Each person I spoke to assured me that this time it would definitely be sent and blamed the previous advisor for doing something wrong on the system which prevented it being sent. In the end I contacted the complaints department, filled in a short for and they called me the next day and a label was sent immediately. Hub now returned, have the confirmation from DPD arrived with them but two weeks later still waiting for three to confirm they’ve received so I guess that’ll be the next hurdle to cross!

Re: Returning mobile broadband router

paulina6786 — Wed, 21 Feb 2024 12:37:30 GMT

I recommend taking a look at the following thread as many other people have had issues with returning the hub and having the return acknowledged. There are some solutions suggested in there that you may want to check out:
https://community.three.co.uk/t5/Broadband/Three-is-charging-me-for-a-returned-5G-Hub/m-p/24584#M4472

Re: Returning mobile broadband router

Rbath10 — Thu, 23 Jan 2025 10:02:20 GMT

Pete

Twice I have been promised for a return bag/envelope via post since last few weeks its the same story. Can you please email me the DPD return label. I am close to sharing this horrid experience on platform X (Twitter) to attract more attention and public support.

Please help before all this starts tending on platform X

Re: Returning mobile broadband router

DorotaW — Fri, 23 May 2025 18:20:46 GMT

I am waitin g for the label already two weeks and also nothing coming. I am leaving England in one week and even cant get any help on this chat - YOUR EMAILS ARE NOT ARRIVING TO MY INBOX. I think they try to scam everyone this way.

Re: Returning mobile broadband router

PeteG — Sat, 24 May 2025 10:56:59 GMT

Hey there.

Welcome to Three Community.

That's not great, DorotaW. I'm unsure what would stop the email coming through to you. Just in case you haven't checked your junk mail folder already, it might be worth checking there. If you still don't have it, it might be best to request a return envelope that's sent out by post.

Pete.

Re: Returning mobile broadband router

DorotaW — Sat, 24 May 2025 11:17:42 GMT

great advice. How to do that if i get every other email notification but not with the link confirming my identity to arrange anything online ?

Ps. i know how to check the junk folder.

Re: Returning mobile broadband router

PeteG — Sun, 25 May 2025 09:26:57 GMT

That wouldn't be done by email. You'd contact the support team by chat or phone and request for them to post it to you.

Pete.