No returns package for Broadband contract cancelled in September.

[Billo]

Hi, 

We cancelled our three contract on 04 September 2024 but we have not since received a returns package to return the device. The address on my account should be the correct address. I waited until the final month to cancel this device I've not used for a whole year since the advertised 5g signal was not available at our new address!!

On 18 November 2024, we received a reminder that the device had not been returned from Three but again, still no returns package was received. 

On 26 November 2024, I spoke to the online chat who assured me that this would be sent within 5 working days but have still not received anything.

It would be unfair if we were to be charged the £105 penalty when three have not sent us the returns package upon cancellation of the contract since early September 2024!!

What options do I have? The return date is 3 December 2024. Can't the return address or label be sent to my email rather than having to wait for a package to arrive which might not turn up on time?

I will make a formal complaint if I am charged the penalty.

[Billo]

Hi Pete,

Thank you for your assistance in getting a return label. I was able to get this by Friday (same day as this community post) and I posted the parcel next day on Saturday morning.

The parcel was successfully returned by 3rd December 2024 with tracking number 1550 2186 844 566 at 11:46am

I received an email minutes later at 11:53 saying that the device had not been returned leading to a £105 charge. I raised a new query with support who said they would cancel the charge so hopefully that will be the end of that.

Many thanks,
B

[JadeF]

Thanks for coming back to update us @Billo 

Glad to hear that the matter has now been resolved. 

Jade

[PeteG]

Hello there. 

It's disappointing to hear you're having issues getting the returns packaging. I'm unsure why it would be failing to arrive after multiple tries. 

There is an option to have a DPD label emailed out to yourself if that's a return option you'd like to use. You can make the request for that with the Support Team. 

Pete.