Charged for returned Broadband 5G Hub

[RS85]

Last month I returned my Three 5G Home Broadband hub using the provided DPD return label. I received an e-mail from DPD stating that "Your parcel is now back with Three". To my surprise, a few days later I received an email from Three saying "we haven't received your hub" and that I'd be charged £87.50 if it isn't returned within 15 days. I went on the online chat and the agent took some details and found that they have actually received the hub, the agent said not to worry and ignore the e-mail about the £87.50 charge. I have the transcript from the chat saved. I have also received my "final bill" where Three refunded some of the credit on the account as my contract ended mid month. Today I surprisingly received another e-mail from Three stating "we haven't received your hub" and that I'll now need to pay the £87.50. What is going on with Three here? It looks like a lot of people have had this problem with returning their device - I have documented the entire process and saved photos of the device in the package before I sent it back, I have the delivery receipt and emails from DPD stating it has been delivered. I am now worried Three will pass this onto a debt collection agency - what can I do to sort this out once and for all? It looks like the information given by the chat agents isn't matching up with their systems and I feel pretty stressed about the whole thing given I have followed the process thoroughly from my end. How can I resolve this? I don't have that sort of money to give away for something I have sent back. I have the required evidence of doing things correctly on my side but I'm stressed out as the other people who have had this issue say that when it gets to the debt collection agency they don't listen!

[PDNL]

I am also having the same issue, despite receiving return receipts in December and speaking to customer service twice since then, both times assuring me the emails were spurious and they had the hub and wouldn’t charge me, woken up today to the fee for a non-returned hub having been taken with my latest bill direct debit, I don’t know what else to do. 

[MichaelP]

Hello @PDNL,

I'm sorry to hear that this charge has been taken after you were given assurances that this wouldn't happen.

I understand how important it is that this is checked. I'm going to send you a PM to put you in touch with some colleagues for some support with this charge.

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

[RS85]

Hi @JonathanB, I see that you have helped others with this issue - please are you able to help me too?

[JonathanB]

Hi @RS85,

I'll do my best to help. Can you help me understand the timeframes a little better? When did DPD confirm they'd returned the router back to us?

Thanks,
Jonathan

[RS85]

Hi Jonathan,

Thank you for helping with this, I appreciate it. The timeframes are:

• 8 January 2026 - Dropped the packaged Three 5G Broadband Hub at my local Post Office (DPD Drop Off Location) using the DPD return label. I have the receipt given by the Post Office.
• 9 January 2026 - Received e-mail from DPD confirming the parcel has been delivered to Three.
• 23 January 2026 - Received first e-mail from Three stating that the hub has not been received yet and if Three doesn't receive it in the next 15 days, I'll need to pay £87.50.
• 23 January 2026 - I contact Three support using the online chat, the Three Agent asks for the IMEI number and then confirms that Three has received the Hub and that I should ignore the e-mail. I have the chat transcript saved.
• 6 February 2026 - My final bill for the Thee Home Broadband service is issued - all looks okay.
• 12 February 2026 - I received another e-mail from Three stating that as they have not received the Broadband Hub I will now be charged £87.50.

If required, I have the post office receipt, DPD tracking number (confirming successful delivery), photos I took during packaging the product and also the emails and chat transcripts. Any help to finally close this matter will be greatly appreciated.

[JonathanB · Accepted solution]

Thanks for the extra detail @RS85. It definitely seems like there's an error here, as the gap between the device being sent back and the messages starting was plenty of time for the parcel to be checked and scanned etc.

If the customer service advisor was able to confirm that the router was back in the January conversation, there should hopefully be adequate evidence on the account already, but it sounds like you've got plenty of further documentation if needed.

I'll send you a PM to get you in touch with some colleagues who should be able to help get this sorted out.

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

[rlc]

Same, returned hub to a store because Ibwas leaving early. Store had no idea what to do but finally gave me some proof I returned it. Uploaded to receipt as per Three’s instructions. Now they say Ive not returned it..Seriously Three is a scam.