topic Re: Didn't receive the return bags after chasing the customer team 10 times in Broadband

Didn't receive the return bags after chasing the customer team 10 times

EBIN — Thu, 17 Jul 2025 16:06:22 GMT

I cancelled the business broadband service like a months ago. And I didn't receive any return bags yet, even if I chased them 10 times more. It takes too much time for me over one month.

The customer team always says their warehouse team will send the information including QR Code to me, but I didn't receive any email regarding the returns yet.

Please reply if you can help me.

Re: Didn't receive the return bags after chasing the customer team 10 times

JonathanB — Fri, 18 Jul 2025 14:50:16 GMT

Hi @EBIN,

Sorry to hear this. When was the account supposed to cancel? The QR code should be emailed to you one working day after the 30 day notice elapses.

Thanks,
Jonathan

Re: Didn't receive the return bags after chasing the customer team 10 times

David4 — Tue, 22 Jul 2025 09:02:48 GMT

I'm the same. Despite repeated requests to Three Cs asking for my returns jiffy and also being promised I'd be emailed a qr code (6 days ago) 2 Still not received.

Have also been told by forum moderator to take it to closest Three shop,but they won't accept it.

Re: Didn't receive the return bags after chasing the customer team 10 times

JonathanB — Tue, 22 Jul 2025 12:54:05 GMT

Hi @David4,

Sorry to hear that you've been having all this trouble with your return. Our team here at the Community Forums aren't advising to take devices to our stores, do you mean customer services?

Either way I'll do my best to help, I'll reply to your PM with a link to a team who can take a closer look and help sort this out.

Thanks,
Jonathan

Re: Didn't receive the return bags after chasing the customer team 10 times

EBIN — Thu, 24 Jul 2025 09:13:47 GMT

Hi, thank you for your reply.

The account was cancelled on May 29th, and I even received an email on June 13th asking us to return the broadband hub, stating that I would be charged £125 if we didn't.
The issue is that we've been trying to get in touch—by phone and email—since June 18th to find out where I'm supposed to return it, but no one has responded. I've followed up multiple times, and still no clear answer.

Now I’ve seen that a bill has been issued and upon checking the invoice, I noticed a £125 one-off charge. But I didn’t intentionally fail to return the hub. You've told us over 30 times that you would send us a return QR code by email, but you never sent it—not once.

I honestly don’t understand this. I have a Direct Debit set up, so this amount will be taken automatically on August 6th. I really hope this can be resolved before then.

You guys never clearly told me where or how to return the hub. You just sent a message saying “Return it or we’ll charge you £125,” and despite me asking repeatedly over the course of a month—even pleading for clarification—I received no reply.

Re: Didn't receive the return bags after chasing the customer team 10 times

PeteG — Fri, 25 Jul 2025 10:08:57 GMT

Hello.

That's quite strange. I'm unsure why it would fail to arrive with you even after so many attempts. You can register a complaint about the experience on the Complaints Page, and the team can look into that further for you.

Pete.

Re: Didn't receive the return bags after chasing the customer team 10 times

JonathanB — Wed, 06 Aug 2025 15:02:34 GMT

Hi @EBIN, @David4,

I'm just checking in, were these issues with returns resolved for you? Please let me know if you still need any help.

Thanks,
Jonathan