topic Re: I have sent a broadband router back to them three claims they haven't received it i have pr in Broadband

I have sent a broadband router back to them three claims they haven't received it i have proof

Jparry — Sun, 24 Aug 2025 11:19:50 GMT

I have sent a broadband router back to them ,have proof of postage they claim they haven't received royal mail say they have delivered it ,they want to charge me for the router.

Re: I have sent a broadband router back to them three claims they haven't received it i have pr

PeteG — Sun, 24 Aug 2025 11:36:56 GMT

Hello there.

Welcome to Three Community.

In situations like that, the team would normally just ask for the proof of postage so they can verify that and resolve the issue. Have you provided that to them already? If so, when?

Pete.

Re: I have sent a broadband router back to them three claims they haven't received it i have pr

Jparry — Sun, 24 Aug 2025 11:51:24 GMT

Hi not sure how to send proof of postage all there emails are no reply I did try that's when I realised when it was returned as not delivered .They make it so hard to get in touch with them. I am profoundly deaf which doesn't help on the phone with them even if you do manage to get someone on the phone .

Re: I have sent a broadband router back to them three claims they haven't received it i have pr

PDC — Sun, 24 Aug 2025 14:02:50 GMT

I've had the same problem with a phone. I ended up getting a ombudsman/ citizen advice person. They did back down in the end. Took about a year, cost them in the end with a nice competitive and free line rental for 6 months. Don't give in.

Re: I have sent a broadband router back to them three claims they haven't received it i have pr

PeteG — Mon, 25 Aug 2025 08:23:47 GMT

The team would open a case in order to investigate, and would tell you where to send the proof. You should be able to reach the team on Livechat, and there's also accessibility options for hearing impairment on the Wellness Page.

Pete.

Re: I have sent a broadband router back to them three claims they haven't received it i have pr

MichaelP — Thu, 04 Sep 2025 11:53:59 GMT

Hi there @Jparry,

Were you able to get the device return matter and the charge looked at by customer services? Please let us know.

Thanks,
Michael

Re: I have sent a broadband router back to them three claims they haven't received it i have pr

Jparry — Fri, 05 Sep 2025 21:20:39 GMT

Hi thanks for the helping b,I thought lt was all settled I sent them proof of postage and proof of delivery ,few days ago received email confirming they had received the router back ,but today received another message to say they were going to take £105 from my account for not returning it ,I can't believe the incompetence of them .I just don't know what to do anymore.