Broadband Router Returned Three Claims not received

[STAGESHOOT]

I retired my Three Broadband Router 13th sept 2024 at end of contract

Three sent a mailing bag and prepaid label 

package sent 13th Sept and tracking shows it always received and signed for 16th sept by Ingram micro in Norwich 

fast forward to dec24 ema ooo land calls from Three saying its not been returned and will be charged £105

opened multiple complaints provided proof including tracking it was sent and they signed for it 

Three adamant they don’t have it and insist I pay. My instancing is as the paid for postage and it was tracked and showed delivery it’s up to them to resolve

now have letters. Saying being sent to debt collector would like to get help from community support if possible please 

[Joseph1991]

I am in the same boat. Sent my 4g router back (end of contract). Royal mail says it's been delivered, I rung yesterday and they open a ticket for me and should hear back on 72 hours. I have also a phone/SIM contract with them and my SIM has been cut off so I'm unable to make calls, send texts or use mobile data. I love alone and have a few health conditions (but luckily under control) so if I need to contact family or work I can't call them but luckily I have WiFi at home and contact them via WhatsApp.

I'm just hoping they are able to sort it out and take the charge off as there is no way I am able to afford this extra charge for the router they put on which also they didn't tell me when I cancelled it that I have to send it back to them.

[JonathanB]

Hi @Joseph1991,

Sorry to hear about this situation. Did the team manage to help sort this within 72 hours as they advised? Please let us know if you still need help with this.

Thanks,
Jonathan

[karlc]

Im kinda going through the same thing.

Got a new mobile broadband contract out but for some reason, the sim just wouldnt activate (had 3 replacements). Decided to send it back before the 30 day cool off period ends.

Tracking shows it was delivered back to them last Wednesday but no update. I have until Friday to sort it out before im stuck in a 2 year contract for a service Im not using / didnt work.

[Brianboitano]

I had the same experience, returned router and even with proof that it was delivered to them they claimed it had not been received.  There is something very dodgy going on here and I would suggest people avoid Three going forwards until they have their house in order.

The support people on this forum were very helpful in resolving this, but that does not I'm afraid override the questionable behaviour occuring in large parts of this organisation.

[STAGESHOOT]

I ended up going to the Ombudsman, very easy to open a case uploaded copies off the royal mail tracking showing it was delivered in Sept 24 back to 3.  They still responded saying they could not find it, but admitted at that point it was their fault and would cancel the charge and issue a £50 appology

[Brianboitano]

As I said, this is certainly starting to look very fishy.  Firstly, not enabling people to return things by refusing to send out bags to try to impose fines, then if you do ever manage to get a bag they are trying to charge people for things that have clearly been sent back by claiming they have not been received.

Dodgy as hell.  Glad you got yours sorted.   I personally will never use Three again after this experience.

[STAGESHOOT]

Yep me neither luckily we have youfibre here for broadband now 1gigabit up and down for £29 a month or 10gigabit for £80 a month. 

so won’t need the 5g Three again luckily but it’s certainly put me off using them ever again even for mobile services 

[JonathanB]

Hi @STAGESHOOT,

I'm really sorry to hear you've been contacted about outstanding charges after closing your account and returning the device. We can't directly investigate this from our Three Community, but I'll respond to the PM you sent with some info on how to get in touch with some colleagues who will be able to help you further.

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

Thanks,
Jonathan