topic Re: Do I need to return my 4G Router in Broadband

Do I need to return my 4G Router

acgaming — Mon, 02 Jun 2025 08:29:06 GMT

Hi there - hoping someone can help me here.

This is perhaps the millionth issue I have had since being a customer with Three - but I have finally been able to cancel my broadband account.

I put through a cancellation request a few weeks ago, in anticipation of 13th June being my final required contract date.

I spoke to multiple advisors during this time to make sure I was sent a jiffy bag to return my router as that is what I was told I'd need to do when I first cancelled my contract. This took some serious back and forth to even get the bag because originally they said they'd send it, then I was told I'd need to request it once my contract has ended...eventually I lodged a complaint and spoke to someone who told me that I would have to wait for the contract to end and then I could receive a jiffy bag.

A few days later, imagine my shock, when a jiffy bag arrived to my address - Three - the experts at gaslighting at it again!

I then spoke to someone today to check if I need to post it back after my contract ends on 13th June, like I was advised previously. Imagine another curve ball when this advisor told me I didn't even need to send my hub back as it's a 4g hub???

I then went ballistic and said why can't anyone just give me consistent guidance and advice?! The advisor, naturally, closed the conversation before we were finished.

I just spoke to someone else and they have now advised that I do in-fact need to send my device back, regardless that it's 4G and on the Three website they state you don't need to send a 4g router back?

I have just logged another complaint about this because I'm just sick of Three never giving one answer.

Could someone please just confirm what I need to do with this router so I never have to speak to a member of this shocking customer service team again?

Re: Do I need to return my 4G Router

Maxine — Wed, 04 Jun 2025 12:07:16 GMT

Hey acgaming,

We're super sad to hear you've been given this conflicting information, but it's great to hear you've filed a complaint about this as it does need to be investigated why you've been given this information.

We can clarify that if you have a 4G router, you don't need to send us this back as it's only our 5G routers we require to have returned when the contract is over or cancelled during the minimum term.

Maxine

Re: Do I need to return my 4G Router

acgaming — Wed, 04 Jun 2025 17:31:34 GMT

Hi Maxine - thank you for getting back to me, I really appreciate it.

As I have a jiffy bag anyway - is it worth me posting back the 4g router anyway as I haven't got any use for it?

Re: Do I need to return my 4G Router

Maxine — Thu, 05 Jun 2025 11:46:10 GMT

You're welcome.

Yeah, you send it back if you'd like - it would still come back to our warehouse and scanned as returned.

Maxine

Re: Do I need to return my 4G Router

acgaming — Mon, 30 Jun 2025 12:51:15 GMT

Hi Maxine,

surprise surprise - I received an email at the weekend advising that Three are awaiting me to return my router!!

I will be posting it back today and retain proof of postage.
I’m so disappointed, but equally not at all surprised that yet again, three appears incapable of sticking to one rule and being consistent with their answers to customer queries.