Hi there - hoping someone can help me here.
This is perhaps the millionth issue I have had since being a customer with Three - but I have finally been able to cancel my broadband account.
I put through a cancellation request a few weeks ago, in anticipation of 13th June being my final required contract date.
I spoke to multiple advisors during this time to make sure I was sent a jiffy bag to return my router as that is what I was told I'd need to do when I first cancelled my contract. This took some serious back and forth to even get the bag because originally they said they'd send it, then I was told I'd need to request it once my contract has ended...eventually I lodged a complaint and spoke to someone who told me that I would have to wait for the contract to end and then I could receive a jiffy bag.
A few days later, imagine my shock, when a jiffy bag arrived to my address - Three - the experts at gaslighting at it again!
I then spoke to someone today to check if I need to post it back after my contract ends on 13th June, like I was advised previously. Imagine another curve ball when this advisor told me I didn't even need to send my hub back as it's a 4g hub???
I then went ballistic and said why can't anyone just give me consistent guidance and advice?! The advisor, naturally, closed the conversation before we were finished.
I just spoke to someone else and they have now advised that I do in-fact need to send my device back, regardless that it's 4G and on the Three website they state you don't need to send a 4g router back?
I have just logged another complaint about this because I'm just sick of Three never giving one answer.
Could someone please just confirm what I need to do with this router so I never have to speak to a member of this shocking customer service team again?
