topic Re: Three haven't received router back. Apparently. in Broadband

Three haven't received router back. Apparently.

Oliverp — Tue, 30 Sep 2025 08:10:56 GMT

Suffered with three with a 24 month contract. Ended up getting 0-1.2mbps after 6 months as they couldn't and still can't be bothered to fix the mast.

Anyway. Lesson learnt.

Completed the contract like a good customer despite having no service.

Three asked for router back. Stating any refunds would be given via final bill once the router was returned.

Eventually got a link to send the 5g router back.

Sent. Via DPD from the local post office. Given receipt.

Got email from three later that day on the 22nd of this month to say it was on its way back.

Got my £3 odd refund/final bill a few days later.

Today 29th I'm being told via email the router hasn't been returned and I'll need to cough up £87 if I don't send it.

Dpd link says its still at the drop off point (Oswestry post office) I doubt it is. It's been a week.

A. I don't really have time for this. I've done my bit. I paid the money for 24 months. I sent the router back. Got proof of sending. That's me done.

B. Why refund me as per "refunded once router returned" if it hasn't arrived.

If someone could kindly look at the details below and see what's happening for me i'd appreciate it. Thank you:

Dpd reference: 1550 ***********

Device IMEI: 3**************

Your Three number: 07**********

Return order ID: 5*************

MichaelP — Tue, 30 Sep 2025 10:22:21 GMT

I appreciate you taking the time to share this, and understand your frustration, as you've said you have proof of sending the router back.

I'm going to send you a PM to put you in touch with some colleagues, who will look at how we can help you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael

JonathanB — Tue, 07 Oct 2025 14:05:48 GMT

Did the info Michael sent to you last week help get this sorted out?

Thanks,
Jonathan