How to get a replacement done for a ZTE home router

[cec114hk]

I have a ZTE home boardband and one day it’s not working. I chatted with customer service and they suggested me to take to three store to check it and I did, the store confirmed that the router itself has problem. However they cannot get me a replacement and ask me to contact online again. Today I contacted online again they referred me to contact the store again. Anyone has such an issue? It seems the store are not interested in existing customer but just new customer and they want me to change to a new two years contract. Anyone have any suggestion? 

[oldman1900]

I renewed my contract with three in January 2024 on the promise of a new upgraded 5G modem (N5103E) and half price for first 12 months. The modem arrived quickly but was deemed to be faulty. Luckily I still had my original 5G modem ZTE. Three had already said I could keep it as a spare or buy another SIM card for it and run two modems (!?) I reverted to that whilst a replacement NR5103E was organised. A week later DPD arrived to take the faulty modem away and deliver a new replacement. Unfortunately the new boxed replacement was a THREE 4G HUB MF286D WHITE. DPD insisted on taking the faulty one but left the wrong one as they had no instructions other than to deliver it. So I spent one and a half hours on the phone to three and they ordered a new 5G NR5103E but said there were none in stock so there would be a delay of two weeks but the wrong modem would be taken away when the new one was delivered. Every three weeks I spoke to three asking where the new modem was. It always took over an hour for them to work out the issue and apparently deal with it. Each time I asked for and received a goodwill gesture of £10 for the poor customer service. Latest news is that I am still awaiting the delivery of my new contract upgraded modem. My original ZTE modem remains stable and today after several months of a speed of about 120 Mbps I am getting 600 Mbps. Maybe I never needed an upgraded modem and the low speed was another issue. Anyway I did renew my contract on the basis of reduced charges and a brand new improved 5G modem so I am entitled to one. Last contact with three was 2 weeks ago and they stated all was in hand and would processed. So I do live in hope that one day I may receive the promised modem and if I don't I will be asking for some more goodwill gestures as a long standing three mobile and home broadband customer.

[cec114hk]

Thanks for your feedback. I finally got a reply to send me a replacement within 5-7 days after two times of over one hour chat online. I am hoping they will delivery as promised. 

[Ne]

I have been waiting 5-7 days since 10 October 

[PeteG]

Hi, Ne. 

It sounds like something went wrong, as an order or request for replacement going back that far would have been delivered by now I would have thought. 

I'd recommend reaching out to the Support Team again and asking them for an update on what's going on. 

Pete. 

[Ne]

call back received from 3 on Friday 13 Dec---- i informed router was not received .....this is totally unacceptable.....i asked that the manager call me .......still waiting

[JonathanB]

Hi @Ne,

I'm really sorry to hear you've been waiting so long for a router to be replaced, this isn't the experience we want for our customers. Can you help us understand the situation a little better? We can look into how to move this forwards if we have a bit more info.

What seems to be the issue with your Broadband, and how did we determine this was a fault with the router? If you can let me know a bit more about the underlying issue you've been facing, I'll check how we can best get this sorted out for you.

Thanks,
Jonathan